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Frequently Asked Questions
Answers about function, setup and troubleshooting.
1. Face Recognition & Cat Profiles
What is the difference compared to other cat flaps, and do I need a separate detection device?
The ZeroMOUSE™ AI Cat Flap combines prey detection and face recognition in a single cat flap. It recognizes registered cats by their individual facial features, with no microchip or collar needed.
If the AI detects prey in a cat's mouth, the entrance stays locked. This is intended to prevent mice, birds or other prey animals from getting into your home.
The ZeroMOUSE™ AI Cat Flap is a complete solution. You need neither an additional cat flap nor a separate ZeroMOUSE™ detection module.
All you need to operate it is a suitable power supply and a stable Wi-Fi and internet connection.
The underlying ZeroMOUSE™ technology is already used in over 30,000 households.
How does the cat flap get to know my cat?
The ZeroMOUSE™ AI Cat Flap uses an integrated camera and AI-based face recognition.
In the ZeroMOUSE™ app, you create an individual cat profile for your cat and mark a few of its events. Using these images, the AI learns your cat's individual facial features.
The cat flap can then recognize your registered cat by its face when it wants to come in.
No microchip or collar is required for this.
Does the detection also work at night?
Yes. The ZeroMOUSE™ AI Cat Flap has an integrated night vision function. This allows face and prey detection to work in the dark as well.
How many cats can I register?
You can create multiple cat profiles in the ZeroMOUSE™ app.
Face recognition makes it possible to identify your cats individually and to restrict entry to registered cats.
Can I set different access permissions for my cats?
Yes. With face recognition, you can individually decide which registered cats are allowed to enter your home.
For example, you can allow one cat to come in and block the entrance for another.
Does the face recognition get better over time?
Yes, the AI-based face recognition can improve over time. It learns from the events it captures and from user feedback.
By rating detections in the ZeroMOUSE™ app as “Correct” or “Incorrect”, you help the AI continuously improve its detection accuracy.
Can the face recognition also tell apart cats that look very similar?
The face recognition was developed to identify cats by their individual facial features.
You can therefore create a separate profile even for two cats that look very similar, for example siblings of the same breed and coat color.
However, we cannot guarantee 100 % detection accuracy.
Does the face recognition also work in the rain?
The ZeroMOUSE™ AI Cat Flap is designed for its intended use on an exterior side.
The face recognition is also intended for use in normal weather conditions. As with other camera-based detection systems, the surrounding conditions can affect detection.
Can I register my cat by its microchip number?
No. The new ZeroMOUSE™ AI Cat Flap works with face recognition and has no integrated microchip reader.
Your cat is registered via its individual face profile, not via its microchip number.
How quickly does the cat flap open? Does my cat need to get used to it?
The cat flap recognizes your cat via its integrated camera and controls access according to the mode you have set. How quickly it releases in an individual case depends on the respective detection conditions.
As with any new cat flap, your cat may need some time to get used to it.
Does the face recognition also work with other animals, such as meerkats?
Our face recognition was developed and trained specifically for cats.
We cannot confirm whether other animal species can be reliably detected and told apart from one another. We therefore currently recommend the ZeroMOUSE™ AI Cat Flap exclusively for cats.
2. Prey Detection & Security
Can I use the cat flap with prey detection only?
Yes. In the ZeroMOUSE™ app, you can select the entry mode “Block prey”.
In this mode, the cat flap checks whether a cat is bringing in prey, without you having to use face recognition for individual access control.
Which prey animals can the cat flap detect?
The ZeroMOUSE™ technology was developed to detect typical prey animals of cats, for example mice and birds.
The AI can also detect other prey animals. However, we cannot guarantee complete detection of all animal species or of every conceivable situation.
Can a strange cat simply pull open the locked flap?
Our cat flap has a mechanical locking mechanism with movable hooks, which is intended to prevent unwanted opening.
In addition, you can use face recognition to decide which registered cats are allowed to enter.
How does the mechanical lock work?
The ZeroMOUSE™ AI Cat Flap has movable locking hooks.
Depending on the entry or exit mode you have set, the respective direction of passage is released or locked. The settings are made via the ZeroMOUSE™ app.
Is the cat flap loud when opening and locking?
The flap itself moves almost silently.
However, you can hear noise when the hooks of the locking mechanism move.
3. App, Scheduling & Access Permissions
Can I stop my cat from going outside at night?
Yes. In the ZeroMOUSE™ app, you can set up a timed exit lock.
For example, you can specify that your cat is not allowed out at night. At the same time, the entrance can stay open so that it can still come home.
What settings can I choose for entry and exit?
In the ZeroMOUSE™ app, you can control entry and exit separately.
The following modes are available for entry:
- Free entry
- Block prey
- Face recognition
- Locked
For exit, you can choose between these modes:
- Open
- Locked
- Timed
This lets you adapt the cat flap to your cats' daily routine and needs.
Can I control the cat flap entirely via the app?
Yes. The settings for the cat flap are made via the ZeroMOUSE™ app.
There you can, among other things, manage cat profiles, set the entry and exit modes, and view your cats' activity.
The only control on the cat flap itself is a reset button.
Can I see in the app when my cat has used the cat flap?
Yes. In the ZeroMOUSE™ app, you can view your cats' activity.
4. Dimensions, Installation & Compatibility
How easy is the installation?
Mounting is comparable to installing a conventional cat flap.
We provide an installation guide for the installation. Alternatively, you can have a tradesperson do the mounting.
What are the dimensions of the ZeroMOUSE™ AI Cat Flap?
The outer dimensions are:
- Width: 22.6 cm
- Height: 24.5 cm
- Depth: 12.3 cm
The swing door is 15.6 cm wide and 13.6 cm high.
The required installation cutout is approximately 16.5 × 17 cm (width × height).
Please follow the information in our installation guide when planning.
Is the cat flap also suitable for large cats?
What matters is your cat's body size.
The swing door is 15.6 cm wide and 13.6 cm high. Please compare these dimensions with the size of your cat, especially for larger cat breeds such as the Maine Coon.
Can I install the cat flap in a glass or metal door? What about double glazing?
Yes, the ZeroMOUSE™ AI Cat Flap is generally also intended for installation in glass and metal doors as well as in multi-pane glazing.
Special mounting adapters are required for these installation situations. Which mounting solution is suitable depends on the respective door or glazing.
Before installing, please check which adapters and installation dimensions are required for your situation.
Especially with glass and double glazing, you should not have a new pane made with a specific cutout, or have an existing pane modified, until the final requirements of the matching glass adapter are known.
Can I use the existing opening from my previous cat flap?
That depends on the dimensions of your previous cat flap and the existing opening.
Please compare the dimensions with our installation guide. The cutout may need to be adjusted, or a suitable mounting adapter may be required.
Can I also install the cat flap in an exterior wall?
Yes. The ZeroMOUSE™ AI Cat Flap is generally also intended for installation in an exterior wall.
For thicker walls, special mounting adapters and matching tunnel extensions are required.
Which accessories you need for your wall depends on the specific installation situation and wall thickness.
Can I keep using an existing SureFlap tunnel or PetSafe mounting adapter?
The new ZeroMOUSE™ AI Cat Flap has its own design and its own mounting requirements.
We therefore cannot make a blanket confirmation that existing tunnel extensions or mounting adapters from other cat flaps are compatible.
Please only use a mounting solution that is explicitly suitable for the new ZeroMOUSE™ AI Cat Flap.
Can I install the cat flap in a small basement window?
That depends on the usable area, the window frame and the intended mounting solution.
The cat flap has an outer height of 24.5 cm. With a small window, there must also be enough space for the fastening and, if applicable, a mounting adapter.
Please check the dimensions before making a cutout.
What do I need to consider for the position of the installation cutout?
The required installation cutout is approximately 16.5 × 17 cm.
The optimal position depends on your cat's step height, and there must be a minimum distance to the nearest edge (e.g. window frame). You can find details in our installation guide.
Please follow our installation guide before you make the opening.
5. Power Supply, Wi-Fi & Technology
Do I need Wi-Fi for the flap to work?
Yes. The ZeroMOUSE™ AI Cat Flap needs a stable Wi-Fi and internet connection for the AI-based image analysis.
If the connection is interrupted, the cat flap initially stays in the lock state last set. A Wi-Fi outage therefore does not automatically cause it to unlock.
Which Wi-Fi connection does the ZeroMOUSE™ AI Cat Flap require?
The ZeroMOUSE™ AI Cat Flap requires a stable Wi-Fi connection in the 2.4 GHz frequency band as well as an active internet connection for the AI-based face and prey detection.
Make sure the Wi-Fi signal is strong enough at the installation location so that the cat flap can work reliably.
What do the LED blink signals of the ZeroMOUSE™ AI Cat Flap mean?
The LEDs on the ZeroMOUSE™ AI Cat Flap show you the setup status and certain device messages.
- Once red and once green
- When the power supply is connected, the cat flap runs an LED and motor test.
- Continuous green blinking
- The cat flap is in setup mode and can be connected to the ZeroMOUSE™ app via Bluetooth.
- Green blinking stops
- The cat flap has been successfully added to the app.
Does ZeroMOUSE™ need a constant power supply?
Yes. The ZeroMOUSE™ AI Cat Flap is powered via USB-C and needs a permanent power supply for regular operation.
A USB-C cable and a suitable power adapter are not included in delivery. Alternatively, you can use a suitable power bank.
What happens in a power outage?
In a power outage, the mechanical locks retract. As a result, the cat flap is unlocked in both directions.
During the power outage, neither face detection nor prey detection works. In this situation, strange cats can therefore also get into the house.
Can I also run the cat flap on a power bank?
Yes. The ZeroMOUSE™ AI Cat Flap can be run on a suitable power bank via USB-C.
It is important that the power bank provides the required power continuously. Some power banks switch off automatically when the current draw is low.
The power bank only replaces the power supply for as long as it delivers sufficient energy.
Can I run the cat flap on batteries?
The ZeroMOUSE™ AI Cat Flap has no integrated battery compartment and is regularly powered via USB-C.
If there is no power outlet nearby, a suitable power bank can be used as an external power source.
What requirements must the USB power adapter meet?
The ZeroMOUSE™ AI Cat Flap requires a USB power supply (5 V, at least 2 A, CE-certified). Choose a cable that suits the installation location.
Please use a suitable power adapter and a matching USB-C cable. Neither is included in delivery.
Is the cat flap suitable for cold winter temperatures?
According to the technical specifications, the ZeroMOUSE™ AI Cat Flap is designed for an operating temperature range of -20 °C to +40 °C.
It is important that the inside with the power connection is installed in a frost-free indoor area.
6. Scope of Delivery, Accessories & Mounting Parts
What is included in the cat flap's delivery?
You receive the complete ZeroMOUSE™ AI Cat Flap with integrated face and prey detection as well as the usual mounting accessories, for example screws.
A separate ZeroMOUSE™ module is not needed.
The USB-C cable, power adapter and any required mounting adapters and tunnel extensions are not part of the regular delivery.
When will glass adapters and tunnel extensions be available?
Special mounting adapters and tunnel extensions are planned for the ZeroMOUSE™ AI Cat Flap.
You can find the availability of each accessory in our shop. As long as an accessory is not yet offered there, we cannot commit to a binding delivery date.
You can stay informed about news and the availability of mounting accessories through our newsletter.
Can I order mounting adapters and tunnel extensions together with my cat flap?
You can order accessories together with the cat flap as soon as the corresponding items are available in the shop.
If you have already pre-ordered the cat flap and the accessories you need are not yet offered, you can order them separately later.
How many tunnel extensions do I need for a particularly thick wall?
The number you need depends on the wall thickness, the installation situation and the dimensions of the matching tunnel extensions.
We recommend checking the information on the matching mounting accessories before installation.
7. Orders, Delivery & Returns
When will my pre-ordered cat flap be delivered?
The expected delivery time is stated on our product page when you place your order.
If you have already ordered, the delivery time stated at the time of your order applies.
As soon as your order has been shipped, you will automatically receive a shipping confirmation with tracking information.
How does the 60-day money-back guarantee work?
The 60-day money-back guarantee starts when you receive your cat flap.
Within this period, you can request a return in accordance with our return conditions. Please note the requirements stated there, in particular regarding the condition and use of the product.
Can I install the cat flap and then return it within the 60 days?
Our ZeroMOUSE™ AI Cat Flap comes with a 60-day money-back guarantee in accordance with the applicable return conditions.
Whether a cat flap that has already been permanently installed and used can be returned in a specific case depends on these conditions.
If you explicitly want to use the return option for a real-life trial, please clarify the requirements with our support team before installing.
Can I exchange my previous ZeroMOUSE™ for the new cat flap?
An automatic exchange of a previous ZeroMOUSE™ for the new AI Cat Flap is not provided for.
If you already own an older ZeroMOUSE™ product and would like to switch to the new cat flap, you can contact our support team to ask about currently available options.
How do I reach ZeroMOUSE™ customer service?
If you have questions about the ZeroMOUSE™ AI Cat Flap, your order or the installation, our customer service team is happy to help.
You can reach us either via the convenient live chat on our website or by e-mail at support@zeromouse.com.
8. Manufacturing & Company
How is the cat flap manufactured?
The ZeroMOUSE™ AI Cat Flap is manufactured in cooperation with German workshops for people with disabilities.
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