As of 16.00GMT our software engineers are still working to fix the issue with our servers . We are extremely sorry for this inconvenience and we will continue to update you on this. Please note that your pets are still able to gain access to your Sure Petcare products.
Part 1 We are aware of an issue with the server affecting the Sure Petcare app. This is affecting customers making changes on the app as well as receiving notifications. It will not stop your pets coming in and going out on their door devices or accessing food from the feeders.
We are aware of the current issues with Amazon Web Services. This internet infrastructure service supports many websites & apps including ours. This is affecting app access & any changes to settings. This will not affect any existing curfews or your pet’s ability to go in or out.
As of 9.45GMT we are still working on the issue which is affecting access to the Sure Petcare app. We are extremely sorry for the inconvenience this is causing. We will continue to update throughout the day.
The Sure Petcare App service has been experiencing intermittent issues since the morning of the 26th of July. We now believe we have a fix for this instability and are working to restore the service within the next 24 hours.
Sure Petcare app update. As of 22.25GMT the system is now stable and normal service should resume. If you are still having issues accessing the app, please force close and restart app. We again wish to apologies for this inconvenience.
We are currently updating our servers, and access to the app during this time will be affected. We anticipate this to be finished this afternoon. We apologise for any inconvenience.
Access for your pets will not be affected during this time.
@Vordio
Hi there,
Thanks for your reply.
Our customer care team have a few solutions they can try with you to prevent the intruder cat from opening the flap like this.
Many thanks,
Sure Petcare
The coronavirus crisis has changed all our lives. And that’s true for our friends at
@CatsProtection
too. Their centres may be closed to the public at this time but their dedicated staff and volunteers continue to be
#HereForTheCats
each day. Can you help?
@Vordio
Hi there,
We're very sorry to see this.
Can you DM us your serial number and contact details so I can create a support case with our customer care team.
Sure Petcare
Sure Petcare service update: our app is now back up and running. Access might be intermittent over the next hour due to the volume of users gaining access. We apologise for an inconvenience caused and will be fully investigating the issue. Thank you for your patience.
1/3
The Sure Petcare App is undergoing important maintenance work, resulting in app downtime on:
September 12, 2023 at 10 am GMT for 6 hours
During this downtime, the Sure Petcare App will be unavailable for viewing and editing.
We are delighted to support
@Wood_Green
Animal Shelter with a new cat House., which was set up by our marketing team. Check out our work below! Find out more here:
We have become aware of an issue affecting notifications on Android devices following our recent Sure Petcare App update (v3.3.3), meaning that you may not currently receive notifications. Our team are currently working on resolving this issue. Our apologies for any inconvenience
Part 1) After investigation, I can confirm exit/entry is not affected by the server downtime. However if you have curfews there is some thins to note>
1) If you set a new curfew from 9amGMT-now it would not have been actioned due to the down time
We are sorry to report the recent issues with the Sure Petcare app. Our 3rd party provider, Amazon Web Services, experienced a major outage. Our system checks show the issue is now resolved but you may see issues as the service resets.
Check status here:
1/3 Important Service Announcement
App Downtime For Maintenance Work
The Sure Petcare App is undergoing important maintenance work, resulting in app downtime on:
September 11, 2024 at 11 am GMT for 4 hours
During this downtime, the Sure Petcare App will be unavailable for viewing
1/2 Dear Sure Petcare App users,
We have become aware that some of you may have been experiencing delayed notifications, difficulty controlling their devices from the app, and a general slowdown in app performance. We sincerely apologise for any inconvenience this may have caused
Part 2)
2) If below is not the case notifications would not come through to say door locked/unlocked but this still would action on the device
3) If you replaced your batteries during the outage, the device curfew could become interrupted.
We’re continuing to support
@CatsProtection
during this coronavirus crisis and if you’d like to do be
#HereForTheCats
in their care too, you can donate to their appeal here:
You may be experiencing difficulties using your App.
Affected services include changing device controls, delayed notifications and unable to pair new products.
PLEASE NOTE: This will not affect your pets being able to access the Cat Flaps and Feeders.
1/2
We're at the
@CatsProtection
National Conference! 🐱
We can't wait to meet all of the fantastic volunteers and sharing our latest products with them, including the Microchip Pet Feeder Connect!
We are aware of an issue that occurred on our server that affected your products and App.
We can now confirm the issue has been resolved and we apologise for any inconvenience this may have caused!
Please email our team directly with any questions. enquiries
@sureflap
.co.uk
We are aware of a new issue this morning affecting a certain number of customers accessing the app. This is being looked at, and we will update again at 12.00 (midday) Thank you for your patience while we get this resolved.
Unfortunately we are experiencing some issues with the Sure Petcare app. Our engineers are currently working to resolve the issue. Curfews and access in and out of the home for your pet are unaffected. We apologise for any inconvenience caused.
We are currently experiencing intermittent issues with one of our servers which may mean that your Sure Petcare App is running slightly slower than normal. Our team are investigating. Status updates can be found here: We apologise for any inconvenience.
Today is Grief Awareness Day😿. If you lose your cat remember that:
🧡 You should give yourself as much time as you need to grieve
💛 Taking care of yourself will help you get through the process
💚 Talking about your loss can help you cope with grief
Our app is now working again. You may notice notifications come through (which are delayed) and may notice some data missing. This will come back over the next few days. Again we are very sorry for the inconvenience this has caused.
After 2 years in another shelter, Harry has found a new home! Harry was the latest resident of the Sure Petcare sponsored Hoshi's House at
@Wood_Green
💚🐾
Find out how you can support Wood Green The Animals Charity here:
2/2 .
Services are currently showing signs of recovery. Please be assured that we are actively monitoring the situation and working to resolve these issues.
Thank you for your patience and understanding.
Sure Petcare
⛄️🎄 FESTIVE GIVEAWAY! 🎄⛄️
Over the next 3 weeks, we’re giving you the chance to win ultimate Christmas bundles for your pets!
This week is all about cats, so simply head over to our Facebook page for your chance to win! 😻
1/2
Due to an unplanned server outage, you may be experiencing difficulties using your Sure Petcare App.
PLEASE NOTE: This will not affect your pets being able to use your connect products (As per last programmed settings prior to outage)
"The earlier issue has now been resolved - We are sorry for any inconvenience this may have caused. Should you still have any issues with your app please go to for further help."
Each case is different and may require different resolutions based on various circumstances. Therefore please contact us directly via for the quickest resolution.
The rare markings on this British shorthair “chimera cat” are thought to have been caused by embryos fusing and have different DNA on each side.
WOW!!
#cats
1/2 We have now identified the issue that was causing some users to not be able to access the app. Fixes are now being put into place and you should now be able to access.