Petcube Support

[Petcube Support @PetcubeSupport]

@EmilyStoeckmann Would you be kind enough to contact our Support Team via email ([email protected]) or chat w/ them through the app/website? Pls provide the email address linked with your account so they may better assist you.

Thnk u for ur cooperation & looking 4ward to getting this resolved

[Petcube Support @PetcubeSupport]

@EmilyStoeckmann Hi Emily,

Thanks for reaching out.

We are sorry if you got suddenly logged out from the app, but we'll be glad to help.

Have you made sure that you logged back in using the same email address? Perhaps you've created a new account, hence everything is gone.

[Petcube Support @PetcubeSupport]

@MissMelissa_410 @Petcube Thanks for reaching out Melissa.

You may actually use any alternative power cord as long as it's USB-A to USB-C type.

Naughty Harlow, but hopefully he'll be good moving forward.

[Petcube Support @PetcubeSupport]

@Ayyde_ It would be best if you could kindly contact our Support Team via email ([email protected]) or chat with them through the app/website and share the issue you had with your cube/camera so we can respond and provide resolution appropriately.

Thank you for your cooperation.

[Petcube Support @PetcubeSupport]

@Ayyde_ Hi Ayydé,

We apologize if this hasn't been the best experience you've had with Petcube but hopefully you'll give us the chance to make it better moving forward. 

Would you be kind enough to share the issue you had with your cube?

[Petcube Support @PetcubeSupport]

@BB78894841 Hi, We're sorry if you are having issues with your cameras but we'll be glad to help.

Would you be kind enough to contact our Support Team via email ([email protected]) or start a chat with them? Please provide the email address or in-app username linked to your account.

[Petcube Support @PetcubeSupport]

@koopula_ @Petcube But surely they did not have access to those videos, only previews showed up.

The issue was fixed momentarily. Precautions are made to prevent anything similar in the future. We deeply apologize for any inconveniences, privacy & security are top priorities at Petcube.

[Petcube Support @PetcubeSupport]

@koopula_ @Petcube Hi @koopula_ !

Our investigation concluded that during Google servers downtime some of the Care video previews were not generated correctly. Some tokens were scrambled and a few Petcubers noticed thumbnail previews to videos that didn't belong to them.

[Petcube Support @PetcubeSupport]

@koopula_ We are glad to hear that you've received the email sent by our Support Team. Kindly take your time to read through and reply accordingly. We look forward to getting this resolved.

[Petcube Support @PetcubeSupport]

@koopula_ But if you still cannot find them in your spam & junk folders, would you be kind enough to provide a different email address (not a yahoo one) so our Support Team can contact you? If yes, kindly DM your alternative email address to us.

[Petcube Support @PetcubeSupport]

@koopula_ Hi Kate,

It seems you haven't received the emails sent by our Support Team to your yahoo email address. Have you tried checking your spam & junk folders? Our emails get routed to those folders at times.

[Petcube Support @PetcubeSupport]

@koopula_ @Petcube Rest assured that this is a rare edge case and is being investigated & taken care of seriously.

Kindly keep an eye on the email thread with our Support Team for further investigation & updates.

We appreciate your patience, kind understanding and cooperation in resolving this.

[Petcube Support @PetcubeSupport]

@koopula_ @Petcube Hi,

Thank you for reaching out and we're sorry to hear if you've encountered such an issue.

We can see that our Support Team has already been in contact with you through email and they have already raised this issue with our Engineerring Department.

[Petcube Support @PetcubeSupport]

@GetEnergized11 @Petcube Hi Kristina, We're sorry to hear you are having issues with the treat dispenser. Would you be kind enough to contact our Support Team via email ([email protected]) or you may start a chat with them. Thank you for your patience and cooperation.

[Petcube Support @PetcubeSupport]

@oyyou @Petcube Hi Niall,

Yes, we detected networking issue in our cloud provider. Most of our services were not working during this time of contact, but everything should be working now. Thank you for your patience.

[Petcube Support @PetcubeSupport]

@melaninandgold7 Hi! Thank you for reaching out. We apologize if this hasn't been the best experience you had with Petcube but we'll be glad to help. Our Support Team sent you an email, kindly check your inbox/spam/junk folders on the email address associated with your Petcube Account.

[Petcube Support @PetcubeSupport]

@johnfaig Hi John,

We apologize if your chat didn't go well as intended, but yes our Support Chat is working 24/7. Kindly start a new chat again if you still need help with your Petcube device. Or you may also email [email protected] stating your concern. Thank you for understanding.

[Petcube Support @PetcubeSupport]

@lys_beaumont or you may also start a new chat with them. Please provide the email address or in-app username associated with your account so they may better assist you.

Thank you for your patience and cooperation.
Looking forward to getting this resolved.

Sincerely,
Petcube Team

[Petcube Support @PetcubeSupport]

@lys_beaumont Hi Lys,

Thank you for reaching out.

We're sorry to hear about this issue and if you're chat didn't prove to be helpful, but hopefully you'll give us another chance to make this right.

Kindly contact our Support Team via email ([email protected])

[Petcube Support @PetcubeSupport]

@xsaltysunburnt @Petcube Hi!

Daniel with Petcube Care team here. It's unfortunate to hear about an issue with your Petcube. Please let us know your Petcube in-app username and we will contact you directly to troubleshoot the situation!