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Help & support
Custom settings
We understand that not all pets behave in the same way, so we've designed the Microchip
Pet Feeder Connect to accommodate this. The feeder contains a variety of custom settings
designed to help if your pets use the feeder in unexpected or unusual ways. Below are just
a few examples of animal behaviour which the custom settings can overcome:
Does your unauthorised pet like to steal food from another
pet's feeder whilst it's in training mode?
We have a custom setting for that!
Does your unauthorised pet try to steal food
from the rear of the feeder?
We have an accessory for that!
Go to surepetcare.com/accessories and
look for the Rear Cover.
Please contact our customer care team to discuss custom settings - see the back cover for
details. They'll be able to recommend the most appropriate custom setting for your situation
and set it up for you remotely.
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Does your unauthorised pet push their way in
to eat at the same time as your authorised pet?
We have a custom setting for that!
Has your clever unauthorised pet worked
out how to stop the lid closing?
We have a custom setting for that!
The Hub
Red flashing ears
Your Hub has lost connection with the Microchip Pet Feeder Connect.
• If you are seeing both ears flashing red during setup, please perform a factory reset by
pressing the button on the base of your Hub for 10 seconds.
• If you are seeing both ears flashing red for prolonged periods after setup, try power
cycling your Hub. Switch the power off at the socket, leave it for 30 seconds, and then turn
it back on. If the ears remain solid green for a few minutes, the Hub has reconnected.
• You can also try relocating your Hub following the advice given on page 9. If that
doesn't work, you will need to move your Hub closer to the feeder - read below.
• In order to move your Hub closer try connecting it to your router using a longer
Ethernet cable.
• If the above doesn't work, we recommend purchasing an 'Ethernet over power adapter'.
This will plug into a normal power socket and allow you to connect your Hub to the internet
closer to your feeder.
Alternating flashing ears (red or green)
Your Hub is having problems connecting to the Sure Petcare servers. This could be because
of an unreliable internet connection.
• Try power cycling your Hub by switching the power off at the socket, leaving it for
30 seconds, and then turning it back on. If the ears remain solid green for a few minutes,
the Hub has reconnected.
• If the above doesn't work, make sure your internet router is turned on and that your internet
connection is working correctly with other devices.
• If it isn't working with other devices, try switching your router off, leaving it for 30 seconds,
and then turning it back on.
• If your router is working with other devices, try re-connecting the Ethernet cable into the
router and the Hub. Make sure it is pushed in all the way, as it can appear connected when
it isn't.
If you keep having connectivity issues please visit: surepetcare.com/support
Solid red ears
Your Hub is undergoing a firmware update. Be patient and wait for the Hub ears to turn green.
This shouldn't take longer than two minutes. Once the firmware update is complete the Hub
will need to reboot. At this point you will see the setup light sequence - see page 10.
Slow notifications
If you find some messages are slow to appear on your app, this is likely because your Hub
is having to work hard to connect to your Microchip Pet Feeder Connect. To improve the
speed of messages, try moving your Hub to a better location following the advice given
on page 9.
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