Share event links for review

To share an event, open it in the app and click Share Event Link. Paste the link(s) here in your existing support conversation so all correspondence stays together. Please share event links rather than screenshots of the events. If you cannot share an event link, tell Support so we can continue with that limitation recorded.

Start here: share the events with Support

If entry, exit or locking behaves unexpectedly, please collect events that demonstrate the behaviour, your device ID, the active policy (shown with a blue background), and what you expected versus what happened. Contact Support for an operator review. You do not need to complete the reference procedures below first.
For missed or late microchip reads, send the relevant events and device ID to Support. FDX-A is now supported. The padlock icon shows the current padlock status. Transit Approved means no prey was identified and access was allowed; it does not by itself explain every policy or mechanical condition.
The existing scenario notes below are retained as reference for a Support-led investigation. Only attempt physical adjustments, added weights, lubrication, power-adaptor substitution or component repairs when an operator directs you. Support reviews the evidence before confirming a mechanical diagnosis or arranging a replacement or return.

Cat Entry/Exit Issues – Troubleshooting Guide

Use this guide if your cat enters or fails to enter the door as expected. Read the scenario descriptions below to identify which applies to your situation.

Scenario 1: Cat Was Let Through When It Should Not Have Been

Step 1: Check the padlock status

Question: Did the padlock icon show Locked at the time?

❌ No → This is expected behaviour. The policy allowed entry.

✅ Yes → Continue to Step 2

Step 2: Check if the door was fully closed

Question: Was the door fully closed before the event?

❌ No → The door may not be sealing correctly. Try the following:

• Test the door again
• Apply silicone grease to the hinges
• Add a small weight to the bottom of the door
• Attempt another entry to see if the issue is resolved

✅ Yes → Continue to Step 3

Step 3: Was the cat already moving through the door?

Question: Was the cat already partway through the flap?

✅ Yes → Expected behaviour. If a cat starts moving through the flap before the lock engages or before the scanner detects it, the lock cannot stop it mid-flap. This can happen if:

• One cat tailgates another
• The cat opens the flap without prey in its mouth and retrieves it while already partway through.

❌ No → This may indicate a mechanical lock issue.
➡ Contact Support and include the event link and the steps you have already tried.

What happens next?

Some mechanical issues can only be assessed or resolved by Support, which may include:

• Replacing the motor retaining clip
• Replacing the front chassis
• Arranging return of the device for inspection

Scenario 2: Cat Was Not Let Through When It Should Have Been

Before You Start: Confirm Your Policy - Check the active policy in your app or device display. The troubleshooting steps differ depending on the policy.

Policy Options:🔹

🔹Unlock for All or Training Mode

Step 1 – Check the event message

Question: Does the event say Scanning instead of “Transit Approved” or “Contraband Detected”?

✅ Yes → ⚠ The AI did not get a clear view of your cat’s mouth. This is rare and can happen due to:

• Approach angle or speed
• A dirty camera lens

Tip: Ensure the camera lens is** clean** and** maintained regularly.** Observe how your cat approaches the flap — noting when it enters at a normal speed and more centrally — to see if these patterns correspond with successful entry reading “Transit Approved” or “Contraband Detected”. Detection improvements are reviewed through our training process; your device does not immediately learn from an individual event.

• If the issue persists → Contact Support and include the event link and the steps you have already tried.

❌ No → ⚠ May indicate a lock issue. Contact Support and include the event link and the steps you have already tried.

🔹Only Let My Cats In

Step 1 – Check the event message

Question: Does the event say Scanning instead of “Transit Approved” or “Contraband Detected”?

✅ Yes → ⚠ The AI did not get a clear view of your cat’s mouth. This is rare and can happen due to:

• Approach angle or speed
• A dirty camera lens

Tip: Ensure the camera lens is** clean** and** maintained regularly.** Observe how your cat approaches the flap — noting when it enters at a normal speed and more centrally — to see if these patterns correspond with successful entry reading “Transit Approved” or “Contraband Detected”. Detection improvements are reviewed through our training process; your device does not immediately learn from an individual event.

• If the issue persists → Contact Support and include the event link and the steps you have already tried.

❌ No → ➡ Continue to Step 2

Step 2 – Was the microchip detected?

Question: Was a microchip successfully read?

❌ No → ⚠ Indicates a microchip reading issue. Possible causes:

• Metal interference near the door
• Incompatible or noisy USB-C PD power adaptor
• Microchip recognition needing investigation (FDX-A is now supported)
• Microchip migration or failure

Try these steps:

1. Use a different USB-C PD power adaptor
2. If this fixes the issue → request a replacement adaptor
3. If not → Contact Support and include the event link and the steps you have already tried.

✅ Yes → ➡ Continue to Step 3

Step 3 – Check lock behaviour

Question: Does the padlock show Unlocked but the door remains locked?

✅ Yes → ⚠ May indicate a mechanical lock issue that Support must assess. Contact Support and include the event link and the steps you have already tried.

📝 Contacting Support

When contacting Support, include:

• The event link
• A brief description of what happened
• Which steps in this guide you have already tried

Updated on: 06/10/2026