Troubleshooting

Check that the batteries are fitted the right way round and are not run down. Ensure that you are using good quality alkaline batteries.

Check whether SureFlap is mounted in a metal door. If this is the case, follow the instructions on page 8 of the user manual for improved mounting.

Ensure the tunnel and sensor lenses are reasonably clean. 

After inserting batteries did you leave SureFlap for around 10 seconds before allowing a cat into the tunnel? If not, remove the batteries for at least 2 minutes to reset the unit.

Check that there are no obvious sources of electrical noise in the area e.g. faulty flickering lights, other similar microchip readers, etc (see page 11 of the user manual).

Check the learning process was carried out correctly for each of the cats you own.  For example, when you have put SureFlap into learn mode for the second of two cats make sure that the first cat doesn't go through the flap instead.  If in doubt repeat the learn process for your cats.

Under rare circumstances the microchip range is not enough for SureFlap to operate.  If all other troubleshooting has been carried out without finding the source of the problem, this is likely to be the remaining cause.  In this situation please contact our customer care team for further assistance.

Your cat will learn to love its SureFlap, however a small number of cats are initially put off by the noise of the catch opening, particularly if they are not used to using a selective entry flap. If your cat does not adjust immediately to the use of SureFlap, use the following process to coax him into using it.  With a bit of persistence all cats will learn to use the flap.

First follow the instructions on page 16 of the user manual to turn off your SureFlap. This will allow your cat to start using it without any noise from the catch.

Once your cat is more used to SureFlap insert the batteries. If he is still unwilling to use it, prop the flap open with the door facing inside the house. A simple method is to use tape between the bottom of the flap and the top of the main assembly. This will allow him to get used to the opening click while also having an inviting open hole to go through.

Finally let the door swing shut and allow him to start using the flap. Strategic positioning of food inside/outside the house can also help encourage the initial use of the flap.

Occasionally dirt or moisture can collect around the catch, causing it to become stuck in the ‘open’ position.  Lubricating the catch with a little WD-40 will usually resolve this problem.  Follow the steps below:

Ensure that the catch is in the‘open’ position, allowing the door to open and close freely.  If the catch is up in the ‘locked’ position, simply press the memory button once and the catch should move down into the‘open’ position.

Spray one squirt of WD-40 into the aperture in which the catch is positioned.

Press the memory button 5 or 6 times and the catch should move up and down with each press of the button.

The catch is now well lubricated and should open and close easily when your cat approaches and enters through the flap.

Ensure that the tunnel and sensor lenses are clean. Check that there are no obvious sources of electrical noise in the area e.g. faulty flickering lights, etc (see page 11 of the manual).

We recommend using good quality alkaline batteries with the SureFlap Microchip Cat Flap.  Rechargeable batteries should not be used with SureFlap.

The SureFlap Microchip Cat Flap can store up to 32 microchip codes in its memory. If more than 32 codes are learnt, each new code simply erases the earliest code stored.

In the unlikely circumstance that you need to wipe the memory (for example you accidentally program next door’s cat into your SureFlap), please follow the steps below:

• Press and hold the memory button for at least 10 seconds
• The indicator lamp will stay on for the duration that the button is held down
• When the memory is wiped, the catch will open and close once
• At this point the memory is clear and SureFlap can re-learn your cat(s), as required.
  

In the unlikely event that the unit needs resetting to a known state, follow the steps below to revert to the factory settings:

• Carry out the memory wipe function described above
• Remove the batteries for at least 2 minutes
• The unit is now completely reset