We’re with You,
Every Step of the Way

The Food Balance indicator, located above the upper camera on your PiFi feeder, displays the real-time status of your food storage.

• Solid White: Both food bins are sufficient/full.
• Solid Red: One or both food bins are low or empty.

If the indicator light is Red despite the food bins being full, or if you are receiving false "Bin Empty" alerts, please follow the troubleshooting steps below in order.

Step 1: Verify Device Setup & Firmware

Incorrect assembly or outdated firmware are the most common causes of sensor errors.

1. Confirm Divider Position: Ensure the food divider is fully inserted into its slot. If the divider is loose or removed, the sensors cannot detect food levels accurately.
2. Check Food Level: Verify that the kibble level is physically above the small transparent sensor window inside the bin.
3. Level the Food: Gently shake the feeder or tap the sides of the bin. Kibble can sometimes stack unevenly, leaving a gap directly in front of the sensor.
4. Secure the Lid: Press the top lid down firmly until you hear a distinct click. An unlatched lid may prevent proper sensor alignment.
5. Check Firmware Version:

• Navigate to App > Settings > Firmware Version.
• If an update is available, please install it immediately to ensure sensor calibration is up to date.
• Note: If the update fails due to network instability, keep the device powered on. The system will automatically attempt the upgrade during off-peak hours.

Action: After checking these items, wait 30 seconds for the feeder to sync. If the light turns White, the issue is resolved. If it remains Red, proceed to Step 2.

Step 2: Power-Cycle the Device

A full restart can recalibrate the internal sensors.

1. Unplug the feeder from the wall outlet.
2. Remove any backup batteries from the battery compartment.
3. Wait 60 seconds to allow the system to fully discharge.
4. Plug the device back in and re-insert the batteries.
5. Wait 30 seconds for the device to reconnect and sync.

Step 3: Clean the Sensor Window

Dust, crumbs, or oily residue from pet food can obstruct the sensor lens.

1. Temporarily empty both food bins.
2. Use a dry, soft cloth or an alcohol wipe to gently clean the small transparent window located inside the food bin.
3. Refill the food bins, ensuring the food level covers the sensor window.

Special Case: App Status Mismatch

Issue: The indicator light on the feeder is White (Correct), but the App still displays a "Bin Insufficient" or "Low Food" warning.

Solution: Do not perform the hardware troubleshooting steps listed above. This is likely a synchronization delay.

1. Press the "Feed Now" button once within the App.
2. This action forces the App to re-sync its status with the device.

If the "Bin Insufficient" message persists after a successful manual feed, please contact support with your SN Code.

Contact Support

If the light remains red after completing all the steps above, please submit ticket to contact PiFi Support with the following information:

• Device SN Code: This can be found in the App under Home > Settings ⚙️> Device Info, or on the label underneath the feeder.
• Login Email Address: The email address used to log into the myPiFi app.

If your PiFi feeder is making grinding noises, not dispensing food correctly, or displaying specific warning lights, it may be experiencing a food jam or mechanical obstruction.

Please refer to the indicator light status to confirm the issue:

• Solid Yellow: Indicates a food jam or impeller misalignment.
• Solid Yellow-Green: Indicates the hopper is overfilled. Please remove some food to resolve this immediately.

If you are experiencing these issues, please follow the troubleshooting steps below in order.

Step 1: Check Kibble Compatibility

PiFi is engineered to work best with standard dry kibble sizes.

1. Measure Kibble Size: Ensure your dry kibble is between 5–10mm in diameter.
2. Check Kibble Type: Avoid extra-large, irregular, sticky, or oily kibble, as these textures often cause jams.
3. Recommendation: Standard baked kibble ensures the smoothest rotation and portioning. If your current food is larger, consider mixing in smaller pieces or switching to a compatible size.

Step 2: Clean the Discharge Ramp

While most baked kibble slides smoothly, certain "puffed" or low-density kibble types may linger on the ramp due to static or friction.

1. Inspect the Ramp: Check if food is piling up on the slide leading to the bowl.
2. Clear Obstructions: Accumulated food can block the discharge sensor, preventing the next portion from dispensing. Use the included cleaning brush to clear any residue.
3. Prevention: If this occurs frequently, consider switching to a denser baked kibble for more reliable performance.

Step 3: Inspect Internal Components

Crumbs and dust can build up over time and interfere with the motor.

1. Empty the Hopper: Remove all food from the bin.
2. Clean the Chute: Check the dispensing chute and impeller area for lodged food.
3. Remove Residue: Use a dry cloth or brush to gently clear any crumbs, oil, or dust around the impeller.
4. Refill Carefully: Refill the hopper above the minimum line, but ensure you do not overfill past the max line.

Step 4: Verify Assembly (Bowl & Divider)

Improper assembly can cause mechanical resistance.

1. Check the Divider: Ensure the divider is fully inserted into its slot.
2. Check the Bowl: Ensure the bowl is not overfilled with uneaten food, which can back up into the chute.
3. Secure Parts: Reassemble all components and ensure they are seated securely.

Step 5: Check Agitator Alignment

The gray silicone agitator plays a critical role in moving food smoothly.

1. Inspect Position: Open the lid and look at the gray silicone stirring blade.
2. Correct Alignment: The blade should be positioned perpendicular (at a 90-degree angle) to the divider.
3. Fix Misalignment: If the blade is angled or hitting the divider, it will interfere with rotation. Gently adjust it or reinstall it to ensure it clears the divider during rotation.

Step 6: Power-Cycle the Device

If the physical path is clear, a system reset can clear the error status.

1. Unplug the feeder from the wall outlet.
2. Remove any backup batteries.
3. Wait 60 seconds for the system to fully reset.
4. Plug the device back in and re-insert the batteries.
5. Wait 30 seconds for the device to reconnect.

Test: Press the "Feed Now" button in the app. If the light returns to White and food dispenses, the issue is resolved.

Contact Support

If the indicator light remains Yellow or the grinding noise persists after completing these steps,  please submit ticket to contact PiFi Support with the following information:

• Device SN Code: Found in the App under Home >Settings⚙️ > Device Info, or on the label on the bottom of the feeder's upper body.
• Login Email Address: The email address used to log into the myPiFi app.

If you are experiencing issues connecting your PiFi feeder to the internet or binding it to the app, please identify the specific error scenario below and follow the corresponding troubleshooting steps.

Case 1: Cannot Find Local Wi-Fi Network in App

If the myPiFi app cannot discover your local Wi-Fi network during the setup process, please verify your environment and phone settings.

Step 1: Verify Network Requirements

PiFi supports 5GHz and 2.4GHz private Wi-Fi networks.

• Supported: Private home networks.
• Not Supported: Public, guest, or enterprise Wi-Fi (e.g., hotels, offices, airports), hidden networks, or networks requiring a secondary login page (captive portal).
• Password: Ensure you have the correct Wi-Fi password (case-sensitive).

Step 2: Prepare Your Phone

Before attempting to pair, ensure your mobile device is ready:

1. Bluetooth: Turn Bluetooth ON.
2. Location Services: Enable Location Services (required for Wi-Fi scanning on Android/iOS).
3. Proximity: Keep your phone within 5 meters (15 ft) of the feeder during setup.

Step 3: Check Device Indicator Status

The feeder must be in "Pairing Mode" to be discovered.

1. Check Light: Confirm the indicator light is Flashing Red.
2. Reset Network: If the light is not flashing red, press and hold the #1 button (Left Button) for 8 seconds until the device beeps or flashes.
3. Retry: Once the light flashes red, reopen the myPiFi app, select "Add Device," and follow the on-screen instructions.

Case 2: Wi-Fi Found, But Cannot Connect

If you can select your Wi-Fi network in the app but the connection fails (timeout or error message), follow these steps to improve stability.

Step 1: Verify Network Credentials

• Ensure you are connecting to a private home network.
• Double-check that the Wi-Fi password entered is correct and case-sensitive.

Step 2: Improve Signal Strength

A weak signal often causes connection failures during the initial handshake.

1. Distance: Move the feeder within 10 meters (30 ft) of your router.
2. Interference: Avoid placing the feeder near thick walls or other strong electronic devices.

Step 3: Check Status Lights

Observe the indicator light color to understand the device status:

Light Color | Status Meaning

🟢 Flashing Green | Connecting to Wi-Fi...

🟢 Solid Green | Connected to Wi-Fi (Camera service not yet active)

⚪ Solid White | Connected successfully + Camera live stream available

🔴 Slow Flashing Red | Not connected or network interrupted

🔵 Solid Blue | System is upgrading firmware (Do not unplug)

Step 4: Restart

If the light stays Yellow for more than 5 minutes or the connection hangs:

1. Unplug the feeder and remove batteries.
2. Wait 10 seconds.
3. Plug it back in to restart the system and retry the pairing process.

Case 3: Connected to Wi-Fi, But Cannot Bind in App

If the feeder successfully connects to Wi-Fi (light turns solid) but the app fails to complete the "Binding" step:

Step 1: Check Account Status

Each feeder can only be bound to one main Admin account.

• Existing Binding: If the device was previously owned or set up, it may still be linked to an old account. You must log into that account to unbind it, or perform a factory reset.

Step 2: Confirm Device Status

Ensure the device is actually online:

• Solid White: Connected and ready.
• Solid Green: Connected.
• If the light is Red or Yellow, please restart the device before retrying.

Step 3: Remote Binding Assistance

If the device is online but still refuses to bind to your account, our support team can perform a remote binding.

Please collect the following information:

1. Device SN Code: Found on the label on the bottom of the feeder's upper body, or in App > Home > Settings ⚙️> Device Info.
2. Photo: Take a clear photo of the SN code label.

Regular cleaning of your PiFi Smart Feeder is essential to keep your pet’s food fresh, prevent bacteria buildup, and ensure the device functions smoothly. We recommend a full cleaning approximately once every 2–3 weeks.

⚠️ Safety Warning

Always unplug the feeder from the power source and remove any backup batteries before cleaning. This protects both you and the device’s electronic components from damage.

Step 1: Disassemble Washable Parts

Carefully remove the components that come into direct contact with food. These parts are designed to be detached easily:

• The Food Bowl: Lift to remove from the base.
• The Feeder Lid: Unlock and lift off.
• The Divider: Pull upward to slide it out of the hopper slot (if installed).

Step 2: Wash Food-Contact Components

The detached parts listed above (Bowl, Lid, Divider) are washable.

1. Method: You can hand-wash these parts using warm water and mild dish soap. They are also top-rack dishwasher safe.
2. Rinsing: Rinse thoroughly to remove any soap residue that might affect the taste of the food.
3. Warning: Do not use bleach, harsh chemicals, or abrasive scrubbing pads, as these may damage the materials.

Step 3: Clean the Feeder Base

The main body of the feeder contains the motor, sensors, and electronic components.

• Do Not Submerge: Never place the base unit in water or the dishwasher.
• Wipe Down: Use a clean, slightly damp cloth to wipe the exterior surfaces.
• Detail Cleaning: Use a dry cloth to clean around the power port and buttons.
• Impeller Area: If you notice crumbs or dust near the dispensing impeller, gently brush them out with a soft, dry brush or cloth.

Step 4: Dry Completely (Critical)

Moisture is the enemy of dry kibble and electronics.

1. Air Dry: Allow all washed components to air-dry completely.
2. Verify: Check for any hidden water droplets in crevices before reassembling.
3. Why it matters: Residual moisture can cause mold growth, make food clump together (causing jams), or trigger false sensor errors.

Step 5: Reassemble

Once you are certain all parts are 100% dry:

1. Insert Divider: Slide the divider all the way down into its slot in the food bin.
2. Secure Lid: Place the lid on top and lock it securely.
3. Attach Bowl: Place the bowl back into the base.
4. Power On: Plug the feeder back in and re-insert backup batteries.

Contact Support

If you encounter issues after cleaning (such as sensor errors or power issues), please contact PiFi Support.

Required Information:

• Device SN Code: This can be found in the App under Home > Settings ⚙️> Device Info, or on the label underneath the upper body of the feeder.
• Login Email Address: The email address used to log into the myPiFi app.

If you are unable to log into the myPiFi app, please follow the steps below to verify your credentials and recover access to your original account.

Step 1: Confirm Your Login Email

Please double-check the email address you used when you first set up the feeder.

⚠️ Important Warning

Do not create a new account if you are locked out of your existing one.

• Why? Each PiFi feeder is strictly bound to one main Admin account.
• Consequence: A newly created account will be "empty" and cannot control the feeder unless the device is first unbound from the original account.

Step 2: Reset Your Password

If you are using the correct email address but cannot log in, use the built-in recovery tool:

1. Tap “Forgot Password?” on the app login screen.
2. Enter your original email address.
3. Check your inbox for the password reset link to regain access.

Step 3: Account Recovery Assistance

If you have forgotten which email you used, or if the password reset is not working, our support team can verify your account status and assist with re-binding.

Please contact PiFi Support with the following details via submitting ticket below:

1. Suspected Email: The email address you believe you used for the account.
2. Device SN Code: This is found on the label located on the bottom of the upper body of the feeder.

• Note: A clear photo or screenshot of the SN code label is highly recommended for faster verification.

If your PiFi feeder appears offline in the app or the app itself is performing poorly, please locate your specific issue below and follow the troubleshooting steps.

Case 1: App Says “Device Offline”

When the app shows your PiFi as offline, it usually means the feeder temporarily lost Wi-Fi or needs a quick reset.

Step 1: Check the Wi-Fi Indicator Light

Look at the light near the feeder’s Wi-Fi icon to diagnose the status:

• 🟢 Flashing Green: Trying to reconnect.
• 🔴 Slow Red Flash: Network not connected.
• ⚪ Solid White: Network connected & camera is live.

If the light is flashing green:

1. Unplug the power cable.
2. Wait 10–15 seconds.
3. Plug it back in. This forces a reconnection and resolves most issues.

Step 2: Power and Network Check

Please confirm the following environment variables:

• The feeder is properly powered and the outlet is functional.
• The home router is online.
• There have been no recent changes to the Wi-Fi name or password.
• The feeder is within 10 meters (≈30 ft) of your router.
• There are no thick walls or large appliances blocking the signal.

Step 3: Firmware Update (Crucial)

Keeping firmware updated is the best defense against disconnection. Recent updates include fixes for automatic reconnection and offline recovery.

• To Update: Go to App → Home → Settings ⚙️ → Firmware Update.
• Note: If the update fails due to network instability, the feeder will automatically retry during off-peak hours within 24 hours.

Case 2: App Performance (Slow / Crashing / Freezing)

If the myPiFi app is freezing, crashing, or running slowly, follow these steps to optimize performance.

Step 1: Restart App & Check Internet

1. Force-Close the myPiFi app (Swipe up and remove from recent apps).
2. Reopen the app to clear temporary glitches.
3. Ensure your phone has a stable Wi-Fi or Cellular Data connection.

Step 2: Update the App

Outdated app versions can cause crashes.

1. Open the App Store (iOS) or Google Play Store (Android).
2. Search for “myPiFi”.
3. Tap Update if available.

Step 3: Clear App Cache (Android Only)

This improves speed without deleting your data.

• Go to Settings → Apps → myPiFi → Storage → Clear Cache.

Step 4: Reinstall the App

If the app continues to freeze:

1. Delete the myPiFi App.
2. Reinstall it from the App Store / Google Play.
3. Log back into your account.

• This resets corrupted local files and resolves the majority of performance bugs.

Contact Support

If you have completed these steps and your device remains offline or the app continues to crash, please submit ticket below to contact PiFi Support with the following information:

• App Login Email Address
• Device SN Code: Found on the label on the bottom of the feeder's upper body, or in App > Home > Settings ⚙️> Device Info.

If you are experiencing interruptions with your live video stream, issues with saving recordings, or audio malfunctions, please locate your specific issue below and follow the troubleshooting steps.

Case 1: Live Video Goes Offline

If you cannot access the livestream or the connection frequently drops, follow these steps to stabilize the connection.

Step 1: Power Cycle

1. Unplug the feeder.
2. Wait 10–15 seconds.
3. Plug it back in. This refreshes the camera module.

Step 2: Handle "Stream Interruption"

If you see a "Stream Interruption" pop-up in the app:

1. Tap “Remote Start”.
2. Wait 1–3 minutes for the camera channel to reset and reconnect.

Step 3: Confirm Wi-Fi Stability

Live video requires a stronger connection than simple feeding commands.

• Signal Strength: Ensure the feeder is within 10 meters (30 ft) of the router.
• Network Health: Check if the router is overloaded or if the feeder is in a Wi-Fi "dead zone."
• VPN: Ensure no VPN is active on your phone, as this can block the stream.

Step 4: Update Firmware

Recent updates have significantly improved automatic reconnection and camera stability.

1. Navigate to App → Home → Settings ⚙️ → Firmware Update.
2. Update to the latest version. Note: If the update fails due to Wi-Fi instability, the feeder will automatically retry during off-peak hours within 24 hours.

Case 2: Recording & Storage Issues

To ensure manual recordings save correctly to your phone:

1. Duration: Keep recordings between 2–60 seconds.
2. Wait: After stopping the recording, wait 10–20 seconds on the screen.
3. Do Not Exit: Do not close or minimize the app while the video is saving. Exiting early will interrupt the save process.

If a feeding event occurred but no video was saved:

1. Check Camera Status: Go to Home > Settings ⚙️ > Camera On/Off. If the camera is OFF, auto-recording is disabled.
2. Check Schedule: Go to Home > Settings ⚙️ > Camera Period. Ensure the feeding happened within the active hours set in your schedule.
3. Understanding Delays: Auto-clips (Feeding, Pet Approach) require AI processing. Depending on Wi-Fi speed, clips may take a few minutes to appear in your Kudos feed.

Note: Understanding Video Storage

• Auto-Clips (Kudos): Stored in the cloud for the last 7 days. Includes feeding and pet-approach events.
• Manual Recordings: Stored directly in your phone’s Local Album.
• Storage Limits: Ensure your phone has sufficient storage space and that the app has permission to access your photo gallery.

Contact Support

If you have completed these steps and your issues persist, please submit ticket below to contact PiFi Support with the following information:

• App Login Email Address
• Device SN Code: Found on the label on the bottom of the feeder's upper body, or in App > Home > Settings ⚙️> Device Info.

High-quality photos and videos are essential for the PiFi AI to accurately recognize your pet and deliver personalized care. If you are having trouble uploading media or want to ensure the best recognition results, please follow these framing and lighting tips.

General Photo/Video Tips

• Background: Use a contrasting background (e.g., a dark dog against a light wall) to help the AI outline your pet clearly.
• Lighting: Use bright, even lighting. Avoid strong shadows or backlighting.
• Stability: Keep your camera steady to avoid blur.
• Framing: Ensure your pet is centered in the frame.

Face Photo Requirements

• Angle: Capture a direct frontal view of the face without tilting the head up, down, or sideways.
• Proportion: The face should occupy more than one-third of the photo area.
• Clarity: Eyes and nose should be clearly visible.

Full-Body Photo Requirements

• Angle: Capture a side view that shows the entire body.
• Completeness: Ensure the head, tail, and all four limbs are visible in the frame.
• Proportion: The body should occupy at least one-third of the photo area.

PiFi uses advanced AI to detect your pet’s face, body shape, and movement patterns. If you are experiencing issues with pet identification, false "Pet is Coming" alerts, or motion detection errors, please review the learning process and troubleshooting steps below.

Understanding the Learning Phase (15–30 Days)

It is normal for accuracy to fluctuate during the first few weeks of use. PiFi needs real-world interaction time to learn your pet’s unique characteristics, including:

• Physical Features: Face shape, fur patterns, and body size.
• Behavior: Walking posture, approach habits, and feeding angles.
• Environment: Lighting conditions and background contrast.

Note: Accuracy improves automatically with every visit during this 15-day period.

Optimizing Recognition Accuracy

If your pet is not being recognized correctly, the most common cause is the quality of the profile photos. PiFi relies on these reference images to identify your pet.

Step 1: Review Profile Media

Ensure your pet's profile contains the following:

• 1 Front-Face Photo
• 1 Full-Body Photo
• 1 Video (30 seconds): Highly recommended. Capture your pet walking or sitting to teach the AI their movement and posture.

Step 2: Follow Photo Guidelines

To help PiFi learn faster, please update your profile photos using these tips:

• Lighting: Use bright, natural lighting. Avoid strong shadows or backlighting.
• Contrast: Use a contrasting background (e.g., a dark dog against a light wall) to help the AI outline your pet clearly.
• Face Photo: Capture a direct frontal view without tilting the head. The face should occupy more than 1/3 of the photo.
• Full-Body Photo: Capture a side view showing the head, tail, and all four limbs. The body should occupy at least 1/3 of the photo.

Step 3: Verify Real-Time Notifications

To help PiFi learn correctly, please confirm every unusual notification during the first 15 days.

• Yes/No Confirmation: If you receive an alert for Pet is Coming, tap the notification and simply select "Yes" or "No" when prompted. This teaches us immediately.
• New Pet Detection: If the system detects a pet that is not currently in your file, it will send a notification asking you to double-confirm. Once confirmed, PiFi will guide you through creating a new profile for them.

Step 4: The Feedback Loop (The “?” Tool)

Your feedback on historical data is also critical. Whenever you see an incorrect entry in your Daily Logs or Kudos feed, use the correction tool:

• Tap the “?” Button: This opens the feedback menu.
• Select the Correct Option:
• “This was Pet A / Pet B” (Correcting identity)
• “This wasn’t a pet” (Shadow, human, or object)
• “This is a new pet not in my file” (For unrecognized animals)

Action: Please confirm or correct every unusual notification during the first 15 days. This direct feedback significantly reduces false positives over time.

Contact Support

If you have consistently used the feedback tool for over 15 days and are still experiencing frequent recognition failures or false alerts, our technician team may need to investigate.

Please submit ticket below to contact PiFi Support with the following information:

• App Login Email Address
• Device SN Code: Found on the label on the bottom of the feeder's upper body, or in App > Home > Settings ⚙️> Device Info.
• (Optional) Screenshots: Images of the incorrect events from your Daily Logs.

The PiFi app allows you to create highly customizable feeding plans for multiple pets. Whether you need to set up a complex routine, troubleshoot a schedule that isn't running, or perform a manual feed, please follow the guide below.

Step 1: Check Pet Profiles:

Ensure the pet profiles were created successfully before the schedule.

Step 2: Verify Day Selection:

Confirm that the schedule is active for the current day (e.g., if today is Saturday, ensure "Weekends" is selected).

Step 3: Check the Toggle:

• Go to Home → Schedule.
• Ensure the schedule switch is toggled ON (Green).
• If the switch is Gray, the schedule is inactive and will not run.

Note on Dual Hoppers (6L Models):

You can utilize the two bins for flexible feeding:

• Bin A / Bin B Separation: Assign one bin to a specific diet or a specific pet.
• Mixing: You can mix foods from both bins (ensure kibble size is compatible).

Step 4: Manual Feeding (Feed Now)

You can dispense food immediately outside of the scheduled times.

• How to use: Navigate to Home → Feed Now.
• Best used for: Giving treats, late-night meals, testing the feeder, or re-syncing the device status.

Important Permissions Note

You can modify your routines at any time, but please note that only the Admin account has permission to do so. To prevent accidental overfeeding or irregular schedules, Shared Users (family/friends invited to the app) cannot edit or delete feeding plans. Only the main account holder can make these changes.

Contact Support

If you cannot save a schedule or the feeder continues to skip meals despite the toggle being ON, please submit the ticket below to contact PiFi Support.

Required Information:

• Device SN Code: This can be found in the App under Home > Settings ⚙️> Device Info, or on the label underneath the upper body of the feeder.
• Login Email Address: The email address used to log into the myPiFi app.