Clunky & slow - app is now adequate; but hardware is solid. Poor instructions
The hardware seems robust and reliable. It has lasted much longer than an earlier (non internet compatible) model, but the app is really disappointing and written instructions confusing and minimal. Despite being VERY basic, the software and interface still manage to be ambiguous & unreliable.
2024 update: like so many, accessing support appears designed to deflect (& good luck interacting with a human!); the chatbot asks poorly phrased questions (— "is problem is solved?" — how would I know? The cat doesn't perform on cue!) I am quite sure that better maintenance instructions in the first place would help much more, rather than wait for it to malfunction and hope the owner will just replace with a newer model, as many in our throwaway age most certainly will.
2024 update: like so many, accessing support appears designed to deflect (& good luck interacting with a human!); the chatbot asks poorly phrased questions (— "is problem is solved?" — how would I know? The cat doesn't perform on cue!) I am quite sure that better maintenance instructions in the first place would help much more, rather than wait for it to malfunction and hope the owner will just replace with a newer model, as many in our throwaway age most certainly will.
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Response from developer
Hello - If you are still experiencing any issues, please contact enquiries@surepetcare.com or visit surepetcare.com/support
Bad after update
This app used to be quite good but the quality is terrible since they updated it a few months ago. It had simple graphics which were responsive to real time cat activity.
The new app seems to be tracking my cats movements but does not show them correctly in real time. It takes days to process them. This dysfunctionality means I have no confidence to use the other features such as the lock, which is also controlled by the app.
This therefore renders all the smart features the product has as pointless - I would avoid buying until the app is improved. Smart Petcare please confirm when this will improve!
The new app seems to be tracking my cats movements but does not show them correctly in real time. It takes days to process them. This dysfunctionality means I have no confidence to use the other features such as the lock, which is also controlled by the app.
This therefore renders all the smart features the product has as pointless - I would avoid buying until the app is improved. Smart Petcare please confirm when this will improve!
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Can’t Even Register The App
Just purchased a feeder and tried installing the app. When I hit the continue icon after all the legal mumbo jumbo on the first page nothing happens. So I can’t go past the first page. Useless
Response from developer
Hello - If you are still experiencing any issues, please visit surepetcare.com/support and raise a ticket.
3m Stopped working
App worked well for some weeks. Then seemed slower to update. Then worsened- delays of >30 min for push notifications and multiple iterative log activities that don’t seem to represent distinct actions by the pet. Now, simply doesn’t read the microchip so we don’t know who is outside when. Tried the various restart / reset but to know avail. Hoping this will be remedied soon!
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Adam
Since the update curfew doesn’t work, cat is outside when he shouldn’t be. A fix is needed for this asap, new app not fit for purpose ***** Update why has this not been resolved yet, the original app worked flawlessly, I got that fed up with having to find which door or window my cat was crying at to get in I’ve left the batteries out for a few months just so the cat could actually get in !!!! Now another cat seems to try and come on so I have put the batteries back in and tested with our cat, it works for a few hours then won’t let him in once again, NOT FIT FOR PURPOSE STILL !!! Had 3 years of flawless use before the app change .
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Response from developer
f you are still experiencing any issues, please contact enquiries@surepetcare.com or visit surepetcare.com/support
Best free App to monitor my pets
I absolutely love the Sure Petcare app! It’s user-friendly, reliable, and completely & free to use without any annoying ads ! which is such a rarity these days. I use it with my Cat Flap Connect, and it’s been brilliant. One of the best features is that my sister can access the app while I’m on holiday, so she can help keep an eye on my pets.
I did have an issue with my hub at one point, but their customer service was fantastic! They quickly identified that my hub was too far away from the router. I solved the problem using an Ethernet over mains cable, and now the connection is flawless again. There’s no subscription fee, and the app does exactly what it’s supposed to. I really don’t understand why people complain about it—highly recommended their connect products and I've got a non connect microchip feeder as well and I'm happy with their products and don't understand why people are so frustrated in their reviews but it's been great for me and think if things are perfect they aren't getting mentioned , therefore I just decided to write this ! :-) x
I did have an issue with my hub at one point, but their customer service was fantastic! They quickly identified that my hub was too far away from the router. I solved the problem using an Ethernet over mains cable, and now the connection is flawless again. There’s no subscription fee, and the app does exactly what it’s supposed to. I really don’t understand why people complain about it—highly recommended their connect products and I've got a non connect microchip feeder as well and I'm happy with their products and don't understand why people are so frustrated in their reviews but it's been great for me and think if things are perfect they aren't getting mentioned , therefore I just decided to write this ! :-) x
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Response from developer
Thank you very much for taking the time to leave your feedback and review. We do appreciate it!
Buggy, connectivity issues, missing support
I’m having endless connectivity issues with the hub with no troubleshooting in sight.
- The support button on the app takes me to a blank page.
- The 0800 number on the website is not active.
- The chatbot on the website is simply a form with delays, which kicks you out. It’s really insulting that it doesn’t connect to an agent who can help.
All I’ve got left is a form I submitted, which on mobile the page is so broken, I had to press submit through a tiny window left on my screen, cause a grey box was taking over.
Do not get this brand. They charge so much and clearly show they do not care about you
- The support button on the app takes me to a blank page.
- The 0800 number on the website is not active.
- The chatbot on the website is simply a form with delays, which kicks you out. It’s really insulting that it doesn’t connect to an agent who can help.
All I’ve got left is a form I submitted, which on mobile the page is so broken, I had to press submit through a tiny window left on my screen, cause a grey box was taking over.
Do not get this brand. They charge so much and clearly show they do not care about you
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Response from developer
We are sorry to hear you have had this experience. Can you please open a support case with us directly via the form in the link below? Please scroll to the bottom of the page. Please then keep an eye on your spam/junk inbox in case our reply goes there. https://www.surepetcare.com/en-gb/support
App doesn’t work half time
Poor rating! Since the new update on the app it never works, or if it does gives me wrong pet that entered. You can’t contact surepet either!
Response from developer
We would like to take a look for you! Please visit surepetcare.com/support and raise a ticket.
Not a patch in the old dash board
I don’t want to be writing this but I have to say as I feel. Firstly I’m all for change and good changes through technology should be embraced. However I just don’t see how this can be an improvement on the old app. The dash board is uninspiring. No different colour to show if cat is in or out at a glance. It’s all black so you have to scrutinise it. To find how to change the curfew is confusing. Before with the daily bar chart you could see a weeks work on one screen. Now it’s just one day and a graph which isn’t easy to read.
Perhaps it’s just me, but I think this revised app is just clunky. I’m still using it obviously, as I have no choice because it’s the best product out there. But please make some simple changes to the app. Thx
Perhaps it’s just me, but I think this revised app is just clunky. I’m still using it obviously, as I have no choice because it’s the best product out there. But please make some simple changes to the app. Thx
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Curfew Mode Failed
The servers this application is based off we’re being serviced which has deactivated curfew mode. Now our cat has gotten outside and we can’t find him! Disgraceful that this can happen with a product worth hundreds of dollars due to a shoddy application. Would not recommend.
Response from developer
Hi there. We are sorry to hear this! If there are still queries or problems with the unit, please do not hesitate to contact the team at support@sureflap.com
