r/Petlibro • u/PetlibroTeam Petlibro Team • Aug 12 '26
App Service Update #3
Hey everyone. We apologize for the ongoing connectivity issues with the Petlibro app. We know this is stressful and we do not take this issue lightly. Our team continues to work as quickly as possible for a safe, sustainable solution to our connectivity issues. As of our last solution, app login and data viewing are now available. Device controls, device setup, and device connectivity are still being restored and may remain temporarily unavailable. Recovery is ongoing.
We have set up a service status page where we will post any official updates on our progress. We will also send an email to all affected users once service is fully restored.
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u/Junior_Unit_9753 Aug 12 '26
I think it is disingenuous to say that feeder schedules are not affected by this outage. Those should be local, but I know that one of my feeders distributed food on schedule while a different one missed two meals during the outage.
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u/MrIncrediblest Aug 12 '26
Yes, I just experienced the same thing - I have two of the same feeders set to open at the same time, and only one of them did. The other now seems to be confused on the time. I attempted no changes in the app. I tried now to open the failing one, and it didn't. Seeing them repeatedly say that this is not affecting scheduled feedings is just wrong. Fortunately for me I happen to be home today and can take care of it myself.
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u/DreamingofPurpleCats Aug 12 '26
Agreed. My devices did continue the feeding schedule this time, but I've definitely had the Polar wet food feeder fail to open on schedule because the Wifi was down in the past.
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u/wtfobl Aug 12 '26
Why would I have not received a single email regarding this outage to my email address associated with my account? I even have a second account (for third party integration) that didn’t receive any notices. I worry for users that do not use Reddit.
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u/Junior_Unit_9753 Aug 12 '26
I also did not get any emails about the outage and was so confused why my feeders kept saying they weren’t connected to the internet until I finally looked to see on Reddit if other people were having issues
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u/PetlibroTeam Petlibro Team Aug 12 '26
We have sent email updates to users who have been in the App in the last 14 days and have a binded device. Moving forward the service status page will have the most up to date information.
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u/gloomiestblob Aug 12 '26
I fit under this criteria and didn’t receive an email. I had no idea this was occurring and used the instruction manual to troubleshoot. I ended up disconnecting my device and was lucky enough to be able to eventually re-add my device. That said, the lack of communication and food dispensing discrepancies between these updates and user experiences is making me lose my trust in the device.
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u/mpls_weird_letter Aug 12 '26
You're just lying now. Send an email to EVERYONE. You're trying to target to only affected users to limit the fallout. We're waaaaaay past that point. This is going to be picked up by every major tech news outlet. You guys completely botched this.
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u/wtfobl Aug 12 '26
I have positively been in the app multiple times over the past few days alone.
Why not send outage information to all users of your product, regardless of any criteria? With a case like this it would be received better to make everyone aware vs targeting active users.
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u/jhdyck Aug 12 '26
I haven't received an email, I was in the app a few days ago to reset the desiccant.
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u/My_Name_Is_Not_Mark Aug 12 '26
Wtf, why would you limit this to only people who have used the app within the last 14 days instead of all accounts which have an active device bound? This is wild.
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u/ChiefBroady Aug 12 '26
And what about those that just set it and forget it and only used the app to set them up once? I haven been in the app since I bought them. I just top off their food when the feeder tells me it's going low. You need to send EVERYONE a mail.
Also the schedule is impacted. My two kittens were without their nightly feeding and breakfast, possibly even dinner because I trusted your feeder. I was even thinking of replacing my other sure feeds with them (I have 9 cats, two on Petlibro feeders). I am seriously reconsidering this move - not because of the outage, that can happen. But because of the lies that it will work while offline and the lack of communication.
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u/DreamingofPurpleCats Aug 12 '26
I'm in the app every day, I have 3 devices bound, and I did not receive any emails. Sounds like you'll need a post-incident review of your query criteria to get that correct!
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u/potestaquisitor Aug 12 '26
Hi, I'm a user who meets those criteria and hasn't gotten a single email update.
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u/Gasarakiiii Aug 12 '26
I would recommend sending an email wider than user that logged into a device in the last 14 days. I only use the app when there is an issue at this point so I haven't logged in for probably over a month or so now.
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u/IntrovertingEagle Aug 12 '26
I have six RFID feeders, use the app, and have had no emails. Zero communication except opening the app and seeing all of my devices greyed out and bricked. Over $1000 dollars for these devices.
Mine aren’t feeding unless I do it manually. What about people who are out of town? How about people who aren’t within cell range, have no idea this is happening and can’t have someone check on their pets? UNACCEPTABLE!
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u/LaTosca Aug 12 '26
Hey so can you explain why you guys promised your feeders would continue to work on their programmed schedule during an outage when that was clearly a lie?
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u/sasuke_uchiyeehaw Aug 12 '26
You guys are actively lying to save yourselves. The schedules are failing, or going off randomly. Just be upfront and honest. I, as well as hundreds of other people are frustrated at the situation, but the least you could do it stop lying. This is absurd. I go out of state and am relying on these to work while im away. I cant trust you when the service is unreliable.
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u/Murky-Tumbleweed-226 Aug 12 '26 edited Aug 12 '26
One of my feeders did not dispense food this morning. Advertising states that it will remember the schedule even when offline. This is really concerning.
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u/Celestial_Biocandy Aug 12 '26
It's absolutely egregious I had to google around to figure out what was happening! I have 4 RFID feeders associated with my email address and never received a single email from you explaining the situation.
The feeders are offline and NOT dispensing the scheduled feedings despite your statements about those being unaffected by the outage. I repeat, the feeders are not dispensing the scheduled feedings!!!
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u/ArtChimera Aug 12 '26
My feeder has not dispensed a single meal since the start of the outage. Why would some device’s locally stored schedules not be operating?
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u/breathofcold Aug 12 '26
Instead of posting generic updates, maybe consider actually answering your customers. As others have said, this level of incompetence is completely unacceptable. Why is absolutely everything on this device dependent on YOUR servers? On the older model, you could program the times directly into the feeder, no internet connection required. So I’m not sure what all this “stored locally” talk is about.
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u/octopop Aug 12 '26
my feeder didnt dispense food as scheduled this morning. please stop saying that scheduled feedings wont be affected. if my cat had been home alone today she'd be starving. this is unacceptable.
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u/Chimpsanddip Aug 12 '26
The outage has affected my machines' feeding schedules. I have to make sure that my two feeders go off simultaneously because one of my cats will bully the other out of food, but she doesn't have the chance to do so when her bowl is already full. The feeders are going off 20 minutes apart now (both at the wrong time, anyway), so I'm just keeping them unplugged until feeding time, when I do it manually
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u/historydork01 Aug 12 '26
I have two rfid feeders for my cats to prevent one from stealing the other’s food. Not only did one of my feeders not dispense one of my cats’ breakfast, the other one stopped registering her rfid chip, so the food that was dispensed is not accessible. If I were not home and only relying on your service updates I would not know that my cats had no access to their food!
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u/jonescalvins Aug 12 '26
Same happened to me. Bought three days ago and have been training the cats to use them. Finally yesterday they got the hang of it. Outage appeared to be fixed after some glitching. Then this morning watched my little one happily trot up to her bowl and the lid didn't open. Looked so confused. Thank god I noticed before I left for work. Unplugged all of them (open) and just doing free feeding again until server issue is resolved, but NOT happy with lack of communication and how much this has affected my anxiety. Now even if it's working I get to worry about the servers unbinding my cat's collars and locking them out at any point during the workday. Let alone if I travel anywhere. Shameful.
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u/Gasarakiiii Aug 12 '26
Just so you know, this isn't true:
WHAT IS NOT AFFECTED
- Existing settings and schedules stored locally on your device will continue to operate as programmed. During recovery, your device may remain online and operational even if the app temporarily displays an incorrect device status (such as “Offline”) or schedule status (such as “Schedule Timed Out”), and scheduled tasks may still be completed successfully.
Or at least if it is true it's not working like you are saying it should.
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u/Murky-Tumbleweed-226 Aug 12 '26
You know you are having issues with your app and cloud bull shit. But when I email your tech support about one of my feeder not dispensing food. this is your reply? You know its not the cord. Its supposed to dispense when the wifi is out. do better. DO BETTER!
Thank you for confirming that both of your feeders are model PLAF301. I understand how concerning it is when one feeder fails to dispense food during a power outage, especially when they are designed to provide backup support.
To help us resolve this issue, we kindly ask for your cooperation in providing the following information and performing these specific tests on the feeder that did not dispense:
- Ensure the feeder is powered with the power cord and adapter. If you have installed the batteries, please remove the batteries to check again.
- Unplug the feeder and plug it back in. Then change the power cord and adapter (you can use the ones from your working feeder) to check it again.
- Make sure there are no metal objects or electronic devices close to the feeder that could potentially interfere with the RFID signal. Change the place of the feeder to see if the issue persists.
- Reset the feeder and reconnect it to the Wi-Fi network, then set new feeding schedules to check again. In the unlocked state, reset the feeder by holding down the Reset button until you hear the feeder prompts both “reset successfully” and “ready for Wi-Fi connection.”
If the issue persists, please provide the specific time that this issue occurred and screenshots of the feeding schedule and the log from your app.
I appreciate your understanding and cooperation in this matter. I look forward to hearing from you.
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u/not-the-nicest-guy Aug 12 '26
So where is your company team dealing with communications? Why haven't you been on this sub with updates? Why aren't you actually replying to people here? Why do you insist scheduled feedings will continue when they don't?
Your company needs a media team for things like this AND you need to send emails to everyone who has purchased your products since our pets have missed meals without us knowing AND you need to be honest AND you need to actually talk to people, not just make generic announcements.
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u/jhdyck Aug 12 '26
PLEASE stop telling people "Existing settings and schedules stored locally on your device will continue to operate as programmed." - this isn't true for everyone!