Neakasa M1 FAQ
Find answers to your questions about the Neakasa M1 Litter Box here.
Why is there no record on the app after the cat uses it?
Step 1: Please try to refresh the app interface by pulling down or go back to the previous menu and re-enter the device on the app;
Step 2: Please update the firmware version and app version to the latest;
Step 3: Unplug the power, reconnect the machine;
Step 4: Then press and hold the WIFI button to reset WIFI, re-connect to the network, and manually clean up;
After checking all the solutions, if it also failed, please contact us via support@neakasa.com with the below information:
①Order number ②Photo or Video that shows the problem ③Registered email address.
Why can't I upload a profile picture for my cat?
Step 1: Please update the app to the latest version;
Step 2: Please update your phone system to the latest version, iOS must be upgraded to at least iOS 17;
Step 3: Try re-uploading the cat's profile picture on the app.
After checking all the solutions, if it also failed, please contact us via support@neakasa.com with the below information:
①Order number ②Photo or Video that shows the problem ③Registered email address.
Why does the APP suddenly remind that the storage bin is full?
If the four corners of the garbage bag in the waste bin are not flat, it will easily trigger the prompt that the waste bin is full. It is recommended that you first check whether the garbage bag is properly set and the four corners are flat.
After checking all the solutions, if it also failed, please contact us via support@neakasa.com with the below information:
①Order number ②Photo or Video that shows the problem ③Registered email address.
Can M1 use tofu cat litter?
The suitable filter for this cat litter box can filter cat litter particles with a maximum diameter of 3mm and a length of 10mm. It supports bentonite and mineral cat litter but does not support tofu cat litter and mixed litter containing tofu cat litter. It is recommended that you choose fast clumping, non- Long strips of cat litter with a granular appearance, such as bentonite type and mineral type cat litter. In addition, when using the litter chamber for the first time, you need to add about 5kg of cat litter. Thank you for your support and trust in Neakasa products.
Why does the Globe turn upside down when the trash bag is full? Will there be a voice reminder?
Please update the firmware version to the latest version, and replace it with a new trash bag to resume operation. There will be no voice reminder when the garbage bag is full, and a message will only be pushed when there is a fault. Other records can be viewed in the APP.
Why does cat litter clumped inside the filter?
It may be that the cat jumped up to go to the toilet above the filter during cleaning, causing the cat litter to clump inside the filter, which can be removed from the litter chamber for flushing.
Why do cat poop/clumps fall to the edge of the machine?
Step 1: Please check whether the cat litter is at the range of 60%-90% of the scale, if the amount of cat litter is insufficient, please add cat litter in time;
Step 2: It is recommended that the cleaning time be set to more than 5 minutes after the cat leaves, so that the poop can form a better clump and be easier to clean.
Why does the amount of cat litter insufficient or too much?
Step 1: Enter the APP: Enter the device - cat litter - calibration - select the corresponding cat litter amount;
Step 2: Press Empty button and then re-pour the litter to smooth it out or long-press the level button for 10s to fix the problem.
Why does the cat still rotate on the machine?
Because the cat stays for too long (more than 3 minutes), the machine will misjudge that cat litter has been added and perform the leveling process.
Why does the cat litter box clean up automatically for no reason?
Step 1: Check if it has been updated to the latest firmware version;
Step 2: Check whether the cat accidentally touched it;;
Step 3: Check if the machine has touched other items, such as the litter trapping mat.
If it can not solve your problem, please contact us via support@neakasa.com with the below information:
①Order number ②Photo or Video that shows the problem ③Registered email address.
Why does the filter position move down?
Due to the influence of various factors such as the use environment, usage methods, and material properties,etc., the position of the filter will be slightly adjusted, and the function will not be affected, so please feel free to use it.
Why does the machine make abnormal noises when it is running?
If there is an abnormal noise caused by friction such as "squeaking/creaking", you can refer to the video to wipe the lubricant（https://drive.google.com/file/d/1H4Bzii4JhUnOAy3cnQelLY4_lIC9BdN1/view?usp=sharing）
For other abnormal noises, please contact us via support@neakasa.com with the below information:
①Order number ②Photo or Video that shows the problem ③Registered email address。
Why does it prompt that the waste bin is full?
Please follow these steps to check:
Step 1: Please check if the trash bag is full and replace it as soon as possible;
Step 2: If a new trash bag has been replaced, please take out the trash bag and check whether there is still a prompt; if there is no prompt that the waste bin is full, it may be that the trash bag has not been smoothed out and triggered a false alarm from the sensor. Please smooth out the trash bag before loading it.
Step 3: If it still prompts that the waste bin is full, please pull out the waste bin, wipe the dirt on the sensor at the bottom with a clean paper towel.
After checking all the solutions, if it also failed, please contact us via support@neakasa.com with the below information:
①Order number ②Photo or Video that shows the problem ③Registered email address.
Why don't cats use the litter box?
It is recommended that you refer to the methods in the literature to guide your cat to get used to using a new litter box. https://neakasa.com/blogs/all/how-to-switch-your-cat-to-a-new-litter-box
Why can't the machine smooth it out, saying there's too little cat litter, even though there's plenty of it?
Please press and hold the level button for 10 seconds.
If your problem cannot be solved, please provide the order number, SN number, and fault video feedback to the after-sales email support@neakasa.com for assistance.
Why doesn’t the cat litter box turn on when plugged in?
Please follow the steps below to troubleshoot:
1. Please confirm that the power socket has power
2. It is recommended to try plugging in an adapter from another router(12V2A output)
3. If the above operations cannot solve your problem, please provide the order number, SN number, and fault video feedback to the after-sales email support@neakasa.com for assistance.
Can Neakasa APP export the cat's historical usage data?
No, but you can log in to your account to view historical data. Thank you for your understanding.
Why is the silicone mat of the cat litter box easily damaged?
This is related to the cat's habits. Most of the time, the cat scratches it.
It is recommended to fill the cat litter with 60%-90% to keep it sufficient, and trim the cat's nails regularly.
Please don't worry, if you have any questions, please provide the order number, SN number, and fault video feedback to the after-sales email support@neakasa.com for assistance. Thank you.
Why doesn't the cat litter box clean itself?
Please check according to the following steps:
1. Please confirm whether the cat litter is sufficient, not less than 30%, and it is recommended to pour 60%-90% cat litter;
2. Please confirm whether the kitten mode and do not disturb mode are set;
3. Press and hold the level button for 10 seconds.
If your problem cannot be solved, please provide the order number, SN number, and fault video feedback to the after-sales email support@neakasa.com for assistance, thank you.
Why is the cat litter box full after just 1-2 days of use?
1. Please confirm the capacity of the cat litter. It is recommended to pour 60%-90% of the cat litter.
2. It is recommended not to use tofu cat litter or reduce the proportion of tofu cat litter in the mixed cat litter.
If your problem cannot be solved, please provide the order number, SN number, and fault video feedback to the after-sales email support@neakasa.com for assistance. Thank you.
Why does cat litter stick to the lining of the litter box?
This may happen with a new machine, but it will improve after multiple cleanings.If it still sticks to the bottom after using it for a while, it is recommended to change the cat litter brand.
If your problem cannot be solved, please provide the order number, SN number, and fault video feedback to the after-sales email support@neakasa.com for assistance. Thank you.
Why are the buttons on the cat litter box sunken?
It is recommended not to press the side of the button, but try to press the middle of the button;If the button is sunken, try to press the side in the opposite direction to pop it out;
If your problem cannot be solved, please provide the order number, SN number, and fault video feedback to the after-sales email support@neakasa.com for assistance, thank you.
What are the sizes of Neakasa's trash bags?
Garbage bag size: 330mm x 690mm.
For more information, please refer to the product information: https://neakasa.com/products/m1-waste-bags?variant=48116355072299
Is it necessary to use your brand of garbage bags?
Not necessarily, as long as the garbage bag size is suitable. We recommend using Neakasa brand garbage bags, which are more compatible with the cat litter box.
How many cats are recommended to use one litter box?
It is generally recommended that 2-3 cats share.
The robot failed to connect to the APP.
Please kindly check the following ways to pair: https://drive.google.com/drive/folders/1moRNrQO7EnsUQyQB89ljMKYOPCWw5c1i?usp=drive_link
1. Ensure that your app is updated to the latest version and check whether your WiFi network is working normally.
2. Make sure to enter the correct password of your wifi(check whether there is space with the password).
3. The robot does not support a 5G network. Please use a 2.4G wifi.
4. For a better connection, please place the device closer to your router.
5. Try to turn off the mobile data, turn on the Bluetooth, connect the phone to Wi-Fi, then run the process again.
6. After checking all the steps, if it still fails, please contact us via support@neakasa.com with the below information: ①Order number ②Photo or Video that shows the problem ③Registered email address④SN number
OFFLINE Problem.
Step 1: Upgrade the firmware and then try to connect to the network again.
Step 2: Please confirm if the network signal is normal, ensure that the machine is in a location with a good network signal.
Step 3: Restart the router and then try to connect to the network again.
After checking all the solutions, if it also failed, please contact us via support@neakasa.com with the below information: ①Order number ②Photo or Video that shows the problem ③Registered email address ④SN number
APP can't register/login.
Please confirm that your mobile phone network is normal.
After checking all the solutions, if it also failed, please contact us via support@neakasa.com with the below information: ①Order number ②Photo or Video that shows the problem ③Registered email address.
Why is the cat litter box button not responding?
1. Please check whether the child lock is turned on. Click HERE to find the child lock.
2. Please be careful not to press for a long time, just press lightly and release.
If your problem cannot be solved, please provide the order number, SN number, and fault video feedback to the after-sales email support@neakasa.com for assistance.
How can I set the cat litter box's weight unit to lb in Neakasa APP? Why is the usage record still showing kg even though the cat's profile is set to lb?
1. Please set up according to the screenshot path.
2. Please set a different name for each cat.
If the above operations cannot solve your problem, please provide the order number, SN number, and fault video feedback to the after-sales email support@neakasa.com for assistance.