SnnyPet Pet Tech Support & Knowledge Base

• Yes. The SnnyPet ZY-245 stainless steel plate and the slow feeder insert are fully dishwasher safe (top rack recommended). However, never put the main unit, food hopper, or lid in the dishwasher; these parts should only be wiped clean with a damp cloth to protect the electronics.

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To prevent biofilm buildup (a slimy layer of bacteria), we recommend washing the stainless steel bowl every 3-4 days. For a complete deep clean, empty the hopper every 2 weeks and wipe the interior with a pet-safe disinfectant to ensure the food remains fresh and uncontaminated.

This is usually caused by a rotor blockage. Unplug the device, remove the hopper, and check for kibble pieces or food dust hardened between the rotor blades. Ensure the dispensing mechanism can move freely by rotating it manually with your hand before restarting.

Prevention is key: only use dry kibble between 5-15mm in diameter. Avoid moist, irregularly shaped, or sticky semi-moist foods, as these are the primary causes of jams. Also, empty and clean the hopper monthly to prevent old food dust from accumulating.

The ZY-245 requires a stable 2.4GHz Wi-Fi connection. If your router uses a combined 2.4GHz/5GHz SSID, the device may drop offline. We recommend using a dedicated 2.4GHz channel and ensuring the feeder is placed within 30 feet of the router with minimal obstructions.

Physical obstacles like concrete walls or appliances can degrade the signal. If the indicator light on the device is not solid blue, it means the connection is lost. Try a full power cycle of both your router and the feeder (unplug for 10 seconds).

Open the iCam 365 app, enter the live view, and use the PTZ/Directional control to activate the laser. Ensure your app has the latest firmware update, as settings can sometimes be reset.

For safety, avoid continuous laser use for extended periods. If the laser stops, close the iCam 365 app and wait 5 minutes for the unit to cool down. If it still doesn’t work after a rest, please contact our support team.

Like most smart feeders, the ZY-245 measures by volume (rotor rotations), not by weight. Variations in kibble size, shape, and density can lead to a normal variance of ±2g per serving.

Whenever you change kibble, we recommend using a kitchen scale to weigh one dispensed serving. You can then adjust the number of portions in your scheduled feeding plan to ensure your pet gets the exact amount of calories required.

Force-close and reopen the app, then check the App Store or Google Play for an iCam 365 update. If the issue persists, try clearing the app cache or reinstalling the application.

Some Android 14 users may need to manually enable “Background Data Usage” and “Battery Optimization: Unrestricted” for the iCam 365 app to ensure stable real-time notifications and connectivity.

This is caused by GPS drift. Indoors, GPS signals can reflect off walls and “jump.” Since the G761 has an outdoor accuracy of 5-10m, we recommend setting your Tlife app fence buffer slightly wider or removing the collar when indoors to prevent “phantom alerts.”

Ensure the G761 antenna is positioned on the back of the neck, facing upward for optimal satellite reception. Also, simplify your fence shape by avoiding sharp angles; smooth polygons are less prone to calculation errors.

According to the manual, a Green Light single flash means the device is searching for GPS satellites, while a Blue Light single flash means it’s searching for a network signal. Move to an open field away from tall buildings or metal structures to help the device get a “fix” faster.

Perform a hard restart by holding the power button for 10 seconds. Note that a “cold fix” during first-time setup can naturally take 3-5 minutes as the device maps the constellation. If it still fails, the GPS module may need replacement.

Battery life depends on your update frequency. In the Tlife app, check if you are in Normal Mode (1-min updates), which consumes the most power. For longer battery life, switch to Power Saving (60-min updates). Actual battery life varies based on your pet’s activity and signal strength.

Cold weather (below 32°F/0°C) can reduce lithium battery performance. Also, if the tracker is in a basement or area with weak cellular signal, the device will use more power trying to stay connected. Ensure the device is powered off or in a good signal area when not in use.

Standard GPS has an accuracy margin of 5-15 meters. In dense neighborhoods, buildings and trees can reflect signals (multipath error), causing the map pin to shift slightly. This is normal for consumer-grade GPS technology.

 If your device is in Power Saving mode, the position shown may be from up to 60 minutes ago. You can refresh the location at any time within the Tlife app. Note that indoors, the G761 will switch to Wi-Fi or LBS positioning, which has a larger error margin than outdoor GPS.

The most common cause is a loose fit. The Q12’s vibration device must be in close contact with the skin. According to the manual, you should only be able to fit one finger between the strap and the neck. For thick-coated dogs, ensure the device is centered on the throat and the hair is parted to allow the unit to sit snugly.

Check your sensitivity setting (Levels 1-8). For quiet barks, try Level 5 or higher. Also, note the safety feature: if triggered 6 times consecutively, the Q12 will stop working for 1 minute to protect your pet before resuming automatically.

If the collar is too loose, the device box may slide and bounce against the dog’s neck, which the internal sensor might misinterpret as a bark. Tightening the collar to the “one-finger” standard will resolve most random triggers.

Strong swallowing movements can sometimes be detected by the high-sensitivity sensors. If this occurs, try lowering the sensitivity level in the app or slightly adjusting the position of the device on the neck.

Moisture is enemy #1. Ensure the charging port is completely dry before connecting. Use compressed air or let it air-dry for an hour after water exposure. If it was deeply discharged to 0%, it may take 5-10 minutes before the LED shows it is charging.

Ensure you are using a 5V output charger only. Chargers with 9V or 12V output will damage the device. Check the USB charging port for any debris and ensure the cable is firmly plugged in. The battery icon will indicate charging status.

SnnyPet offers a 1-year warranty on manufacturing defects. Before filing a claim, try a hard reset by holding the power button for 15 seconds. Note that physical damage from chewing or saltwater corrosion voids the warranty.

Check your charger and power source first, as some wall bricks are incompatible. Lithium batteries typically last 300-500 cycles (1-2 years); if your device is over a year old, a battery replacement service is available.

Irritation is caused by constant physical pressure and moisture, not the vibration itself. Follow the 12-hour max rule—never wear the collar 24/7 and remove it every night to let the skin breathe.

Rotate the collar’s position every few hours to vary the pressure points. Ensure the neck area is clean and dry. Most importantly, do not wear the device for more than 12 hours per day.

Never submerge electronics in water. Use a damp microfiber cloth with mild soap for plastic housings, and dry immediately. For sensors and camera lenses, use only a dry microfiber cloth or a specialized lens wipe to avoid scratching.

You can use 70% isopropyl alcohol on hard, non-porous surfaces like plastic and metal, but avoid rubber seals. If the hopper has mold, wash it with soap and water, then let it air-dry for 24 hours; a cycle with baking soda can help absorb any lingering odors.

No. Pet damage is considered accidental, not a manufacturing defect, and is not covered by the standard warranty. You can purchase replacement straps, cables, and sleeves in the “Spare Parts” section of our website.

Unplug it immediately. Do not attempt to repair an electrical cord with tape; it poses a fire and shock hazard. Replace the cord entirely and use a bitter apple spray or cord hider to prevent future chewing.

Moisture in the charging port. Whether it’s the G761 tracker or Q12 collar, the port must be completely dry before connecting to power. This simple step prevents short circuits and extends your device’s life by years.

The ZY-245 dispenses food based on volume (“portions”). To ensure accuracy, use dry kibble sized between 5-15mm. For a new food brand, we recommend weighing the first few manual portions to determine how many “portions” equal your pet’s required gram weight.

Smooth polygons. Avoid sharp angles or “star” shapes, as these create calculation errors in the GPS logic. A simple rectangle or smooth multi-sided shape provides the most stable boundary detection.

For the SnnyPet Q12 or G761, long-press the power button to restart. For the SnnyPet ZY-245, open the lid and hold the WiFi Reset button for 4 seconds until the indicator flashes blue to re-enter pairing mode.

Yes, but saltwater is highly corrosive. You must rinse the device thoroughly with fresh water immediately after leaving the beach and dry the magnetic contact points to prevent permanent damage to the charging port.

Some high-wattage wall bricks (2A+) can trip the device’s internal protection circuits. Try charging from a computer USB port or a lower-amperage (500mA-1A) adapter for a more stable and safe charge.