FAQ
1. Why is there no record on the app after my cat uses the litter box?
Ensure the pet’s weight exceeds 1.5KG and confirm the cat is fully inside the compartment.
Step 1: Try refreshing the app interface by pulling down or navigating back to the previous menu and re-entering the device in the app.
Step 2: Update the firmware and app to the latest versions.
Step 3: Unplug the power supply, then reconnect the machine.
Step 4: Disable the child lock and press and hold the WIFI button to reset the network. Reconnect to WIFI and manually clean the device.
Step 5: Use the app to recalibrate the weight sensor and perform a device recalibration.
If the issue persists after checking all solutions, contact us at support@pawstastic.com and provide:
① Order number ② Photos/videos of the issue ③ Registered email address.
2. Why can’t I upload my cat’s profile photo?
Step 1: Update the app to the latest version.
Step 2: Update your phone’s OS to the latest version (iOS 17 or higher required for iOS).
Step 3: Attempt to re-upload the cat’s profile photo in the app.
Switch between WIFI and mobile data to re-upload.
Close and restart the app.
If the issue persists after checking all solutions, contact us at support@pawstastic.com and provide:
① Order number ② Photos/videos of the issue ③ Registered email address.
3. Why does the app suddenly alert that the waste bin is full?
If the trash bag’s corners are uneven, it may trigger a false "bin full" warning. Ensure the bag is properly installed with all corners flattened.
Gently wipe the sensor area with a dry, soft cloth to remove litter or dust.
If the issue persists after checking all solutions, contact us at support@pawstastic.com and provide:
① Order number ② Photos/videos of the issue ③ Registered email address.
4. Does Paw101 require special cat litter?
No. Pawstastic supports multiple litter types, with clumping clay and bentonite being optimal choices (compatible with tofu, bentonite, hybrid, mineral, and others). Do not exceed the MAX fill line. Thank you for your trust and support!
5. Why does the globe icon invert when the bin is full? Is there a voice alert?
Update the firmware to the latest version and replace the waste bag to resume normal operation. No voice alert is triggered when the bin is full; only fault notifications are pushed. View other records in the app.
6. Why does litter clump inside the filter?
Clumping may occur if your cat steps onto the filter during cleaning. Remove the litter from the compartment and rinse the filter.
7. Why do waste clumps fall onto the machine’s edges?
Step 1: Ensure the litter level is between 70%-90% of the marked range. Add more litter if needed.
Step 2: Set the cleaning cycle to start 5+ minutes after your cat exits to allow proper clump formation.
8. Why does the machine rotate while my cat is still on it?
1. Extended stays (over 15 minutes may trigger the machine to initiate leveling.
2. Uneven placement (e.g., on thick carpets or against walls) may cause weight misdetection.
3. Cat weighs less than 1.5KG.
4. If no issues are found, recalibrate the weight sensor via the app.
9. Why does the app show "bin full"?
Step 1: Check if the bin is full and replace the bag.
Step 2: If a new bag is installed, remove and reinsert it to ensure flat placement.
Step 3: Wipe the bin’s bottom sensor with a clean cloth if the alert persists.
If unresolved, contact support@pawstastic.com with:
① Order number ② Photos/videos ③ Email ④ Virtual ID.
10. Why won’t the litter box power on?
1. Confirm the power outlet is functional.
2. Try a different router adapter (12V2A output).
3. If unresolved, email support@pawstastic.com with order number, virtual ID, and a故障 video.
11. Can Tuya APP export historical usage data?
No, but you can log into your account to view historical data. Thank you for your understanding.
12. Why won’t the litter box self-clean?
1. Confirm the auto-clean toggle is enabled in the Tuya APP.
2. Default wait time is 10 minutes.
3. Uneven placement may disrupt weight detection.
4. Cat must weigh >1.5KG and use the box for >10 seconds.
5. Recalibrate via the app if no issues are found.
Contact support@pawstastic.com if unresolved.
13. Must I use your brand’s waste bags?
No, but Pawstastic bags are recommended for optimal compatibility. Ensure third-party bags fit properly.
14. How many cats should share one litter box?
We recommend 2-3 cats per box.
15. Robot fails to connect to the app?
Pairing guide: https://www.youtube.com/watch?v=hprbBAm0BWA
1. Update the app and ensure WIFI is functional.
2. Enter the correct WIFI password (check for spaces).
3. Use 2.4G WIFI (5G unsupported).
4. Place the device near the router.
5. Disable mobile data, enable Bluetooth, and reconnect.
Reboot the device and router, then retry pairing.
If unresolved, contact support@pawstastic.com with:
① Order number ② Photos/videos ③ Email ④ Virtual ID.
16. Offline issues?
Step 1: Update firmware and reconnect.
Step 2: Ensure stable network signal.
Step 3: Restart the router.
Check power supply and device indicator lights.
If unresolved, contact support@pawstastic.com with the above details.
17. Can’t register/login to the app?
Confirm your network connection is stable. If unresolved, contact support@pawstastic.com.
18.Why is the litter box’s button unresponsive?
1. Check if the child lock is enabled.
2. Press and hold the "Clean" button until a beep sounds and the lock indicator turns off.
If unresolved, email support@pawstastic.com.
19.How to set weight units to pounds in Tuya APP? Why does usage data still show kilograms?
1.Follow this guide(https://cdn.shopify.com/s/files/1/0600/4736/0185/files/steps.webp?v=1718956661).
2. Assign unique names to each cat.
If unresolved, contact support@pawstastic.com.
20. Why does the app show "Cat detected in compartment" during manual cleaning?
Sensors may misinterpret rapid exits or lingering near the door. Manually trigger cleaning via the control panel to reset.
Recalibrate the weight sensor via the app.