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Frequently Asked Questions

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General

What is a microchip?
A microchip is a tiny implant about the size of a grain of rice. In a painless procedure, your vet injects this under the skin of your pet, between the shoulder blades. Your pet now has a permanent form of identification without the worry of a collar or tag becoming detached.

The microchip is computer readable and lasts indefinitely as it doesn't need a battery to operate it. Each microchip has a unique ID number that is put onto a central database together with your address details. SureFlap microchip pet products are compatible with the most common types of microchips used in pets. Specifically, SureFlap pet doors work with the following types of microchip:

15-digit microchips (also known as FDXB, standard in Europe)

10-digit microchips* (also known as FDXA, most commonly used in the USA)

9-digit microchips (also known as Avid Secure/Encrypted Chip)

If your pet becomes lost, all vets and re-homing centres are equipped with a special scanner to read its microchip. They can look up the ID number on the database and contact you to return your pet.

(*The SureFlap Microchip Cat Door and the DualScan Microchip Cat Door are not compatible with microchip codes starting 000…, 010…, 020…, but the SureFlap Microchip Pet Door and the SureFlap Microchip Pet Feeder are compatible with all microchip codes worldwide).
Does a microchip wear out?
Microchips don't contain a battery and therefore have an indefinite lifetime. The special scanner required to read the microchip supplies the tiny amount of power it needs each time it is read.

There is no limit to the number of times that the microchip can be read. It should work for the entirety of your pet's life.

Note: Microchips can occasionally fail, meaning that they can no longer be read by our products. If you suspect that your pet’s microchip may have stopped working, take your pet to the vet where they will be able to check for the presence of your pet’s chip using a hand-held scanner. Use of SureFlap products does not affect the condition of your pet's microchip, but they can serve as a warning that there is something wrong with their existing chip.
Do Sure Petcare microchip products work with my pet's existing microchip?
Yes. SureFlap microchip products are compatible with the following types of identification microchip commonly used for pets:

15-digit microchips (also known as FDXB, standard in Europe)

10-digit microchips* (also known as FDXA, most commonly used in the USA)

9-digit microchips (also known as Avid Secure/Encrypted Chip)

In order to ensure operation with your pet we do advise testing BEFORE installation.

(*The SureFlap Microchip Cat Door and the DualScan Microchip Cat Door are not compatible with microchip codes starting 000…, 010…, 020…, but the SureFlap Microchip Pet Door and the SureFlap Microchip Pet Feeder are compatible with all microchip codes worldwide).
How do SureFlap products know my pet's microchip number?
All SureFlap products use a passive learning technique. When you select the learn mode on one of our products, the door unlocks or the lid opens. The next time your pet goes through the door or feeds from their bowl, the product reads the microchip and its unique ID number is stored in the memory permanently. Your pet will now be recognised by the product whenever they next approach it. (Note: it is possible to wipe the memory to remove a pet if necessary. This procedure will remove all pets from the memory.)

Using this learn mode you don't have to force an uncooperative pet to do anything they normally wouldn't. Just leave the product in learn mode and let them do the rest. Simply repeat this process with multiple pets.
How do I get my pet microchipped?
Your vet will be able to do this for you. The procedure is a quick, painless injection of the microchip between the shoulder blades of your pet.

Included in the price (around £20) your details will be put on the re-homing database so that your pet can be reunited with you if they become lost.
I have more than one pet. Can SureFlap products learn all of them?
Yes, SureFlap products can remember up to 32 different pets at the same time - more than enough for most people's lifetime!

Even if you exceed the limit of 32 pets, the oldest codes are replaced first. There is also the option to wipe the memory if you mistakenly program the wrong pet in.
What happens when I change the batteries - is the memory kept?
Yes, once a pet’s microchip number is stored it stays in the memory whether the batteries are in place or not.
My pet wears a collar with a metallic bell/tag. Can it still use SureFlap microchip products?
Yes, pets wearing collars (metallic or not) can use SureFlap microchip products without any problems.
What kind of batteries do you recommend using with Sure Petcare products?
The SureFlap Microchip Cat Door and the DualScan Microchip Cat Door operate using 4 AA (1.5V) batteries. The SureFlap Microchip Pet Door & SureFlap Microchip Pet Feeder operate using 4 C cell (1.5V) batteries.

We recommend the use of good quality, alkaline batteries in order to give the longest lifetime. We do not recommend the use of rechargeable batteries.
How long is the battery life?
Typical battery life is over 6 months, and in many cases, up to twelve months with normal use.
How do I know when the batteries need changing?
The LED on the product will flash red every 4-5 seconds when the batteries need changing. The LED will flash for several days/weeks before the batteries run down completely.
My pet isn't microchipped, can it use Sure Petcare microchip products?
We recommend you use SureFlap products in conjunction with your pet's implanted microchip so that they don't need to wear a collar. However, SureFlap products can be used with a SureFlap RFID Collar Tag that is unique if your pet is not microchipped.

Both the Micorchip Pet Door and the Microchip Pet Feeder come with one collar tag supplied. Collar tags are not supplied with the Microchip Cat Door and the DualScan Microchip Cat Door and can be purchased separately.
Where can I find the serial number of my SureFlap product?
The serial number of the SureFlap Microchip Cat Door and the DualScan Microchip Cat Door can be found on the underside of the battery compartment lid.

The serial number of the SureFlap Microchip Pet Door can be found on the underside of the button compartment lid.

The serial number of the SureFeed Microchip Pet Feeder can be found on the underside of the product.
Do SureFlap products come with a guarantee?
All new SureFlap products carry a 3-year warranty, subject to proof of purchase.

For more information, visit our warranty page.

If you did not purchase your SureFlap product from our website, we encourage you to register your product so that we can assist you more quickly should you ever need to make a warranty claim.
I already have a SureFlap Microchip Cat Door, will the SureFlap DualScan Microchip Cat Door fit into the same hole?
Yes. The SureFlap DualScan Microchip Cat Door has exactly the same dimensions as the SureFlap Microchip Cat Door, so it will be a straight swap.

Microchip Pet Doors

Can another cat have the same microchip number and get into my house?
No. Each microchip has a unique ID number, so intruder animals have no chance of making it through the flap.
Why should I choose a SureFlap microchip pet door?
SureFlap microchip pet doors read the unique number of your pet’s microchip to grant access for your pet. This means that your cat does not need to wear an uncomfortable and restrictive collar, which can easily become snagged on objects or lost altogether, leaving your cat stuck outside.

SureFlap microchip pet doors are the first multi-format microchip pet doors, so you don’t need to worry about which type of microchip your pet has, as SureFlap pet doors are compatible with all of the microchip types commonly used in pets.

SureFlap microchip pet doors are the only pet doors to use patented low power Radio Frequency Identification (RFID) technology which enables it to run exclusively on batteries. SureFlap pet doors have been designed to scan for a pet’s microchip only when it detects a pet’s head in the tunnel, thereby saving power. For this reason typical battery life is over 6 months, and in many cases, up to twelve months with normal use.

The streamlined design of SureFlap microchip pet doors incorporate the microchip reader into the tunnel of the product, so there is no need for a porch which protrudes on the exterior of the house. The simple two-part construction also makes SureFlap pet doors very quick and easy to install.
Are SureFlap microchip pet doors available in different sizes?
Yes, SureFlap pet doors are available in two sizes.

The SureFlap Microchip Cat Door and DualScan Microchip Cat Door are suitable for the vast majority of cats, however some large breeds of cat, such as Maine Coon, may find that the SureFlap Microchip Pet Door is better suited to their needs. The SureFlap Microchip Pet Door is also suitable for small dogs as well as large cats.
Are SureFlap microchip pet doors available in different colours?
All of our pet doors and installation accessories are available in both white and brown.
Does SureFlap sell microchip dog flaps?
Yes, we have developed the SureFlap Microchip Pet Door, which is suitable for small dogs. It features an integrated curfew timer, enabling you to program the door to lock and unlock at certain times of the day. This is ideal for pet owners that like to keep their pets in at night and do not want the daily hassle of manually locking and unlocking the pet door.
Can I use SureFlap microchip pet doors to stop some of my pets leaving the house?
The DualScan Microchip Cat Door has been designed especially to give you the freedom and flexibility to manage the exit permissions for each of your pets. It is possible to change the permissions at any time with the press of a button. The DualScan Cat Door also has a safety mode that means any indoor-only animals that escape can always get back in.

The SureFlap Microchip Cat Door and the SureFlap Microchip Pet Door stop unwanted visitors coming into your house. In normal mode, any animal inside is able to leave the house. You can use the manual lock to stop any animal entering and/or leaving the house, but you cannot do this selectively for different pets.
We have an invisible fence for our pets' protection. Will this interfere with the operation of SureFlap microchip pet doors and vice versa?
We have had a number of customers using SureFlap microchip pet doors in conjunction with an invisible fence with no problems reported.
What type of doors can SureFlap microchip pet doors be installed in?
All SureFlap pet doors can easily be fitted into wooden, UPVC and metal doors. (In very rare instances it may be necessary to use an oversize hole to mount a SureFlap pet door in a metal door. Further details are provided in the user manual supplied with your pet door.)
Can SureFlap microchip pet doors be mounted in glass doors and double glazed units?
SureFlap pet doors are ideal for mounting in single, double glazed or even triple glazed doors and windows. If you need to have a hole cut in a window, please ask a qualified glazier to do it, as cutting glass is a skilled job. For double glazed panes, the glass panel will need to be replaced with a pre-cut hole for the pet door. Ask your glazier to use a non-metallic spacer around the hole to ensure that your SureFlap pet door functions reliably.

SureFlap mounting adaptors are required to complete the installation.

Cat Door Mounting Adaptor - Required hole diameter = 210mm (min) to 260mm (max)

Pet Door Mounting Adaptor - Required hole diameter = 294mm (min) to 320mm (max)
Can SureFlap microchip pet doors be mounted into a solid or cavity wall?
Yes, all of our doors can be mounted into both types of wall. We have designed installation accessories to allow you to do this. For the Microchip Cat Flap & DualScan Cat Flap we recommend using the Cat Flap Mounting Adaptor and Cat Flap Tunnel Extender accessories.

For the SureFlap Microchip Pet Door you may require Pet Door Tunnel Extenders but will not require the use of the Pet Door Mounting Adaptor.
Do SureFlap pet doors have a timer lock?
The SureFlap Microchip Pet Door has a timer lock so that you can program the door to lock and unlock at specified times.

The SureFlap Microchip Cat Flap and the DualScan Microchip Cat Flap do not have this feature, however they do have a 4-way manual lock that can be manually set to control entry and exit.
How should I clean my SureFlap microchip pet door?
The sensor that detects the presence of a pet in the tunnel is optical and is situated on the inside roof of the tunnel, close to the flap. If these lenses become obscured by dirt or pet fur then unreliable operation and/or shortened battery lifetime may result. Wipe these lenses with a damp cloth and remove and fur every couple of months.

Operation of the sensor relies on a reflection from the base of the tunnel, which should also be kept reasonably clean.

After cleaning, leave your SureFlap pet door for approximately 10 seconds for the unit to settle before normal operation returns.

Microchip Pet Feeder

Does the SureFeed Microchip Pet Feeder close when the registered cat moves away?
Yes. The lid of the feeder will automatically close when the cat moves away, preventing all other animals accessing their food.
How many microchip numbers can the SureFeed Microchip Pet Feeder store?
The SureFeed Microchip Pet Feeder can store up to 32 microchip or collar tag numbers.
My cat is not microchipped. Can he still use the SureFeed Microchip Pet Feeder?
We recommend that you use the SureFeed Microchip Pet Feeder with a cat's microchip, however, if your cat is not microchipped, the feeder can be used with a SureFlap RFID Collar Tag. One collar tag is supplied with the feeder and additional collar tags can be purchased separately.
Is the SureFeed Microchip Pet Feeder battery or mains powered?
The feeder is battery powered and requires 4 C cell batteries, which are not included with the product.
How long will the batteries last?
The batteries should last 6 months with normal use.
How will I know if the batteries are running low?
The LED on the product will flash red every 4-5 seconds when the batteries need changing. The LED will flash for several days/weeks before the batteries run down completely.
Does the SureFeed Microchip Pet Feeder have a timer?
No, the feeder does not include a timer. It will open each time your pet approaches.
Is the SureFeed Microchip Pet Feeder available in different colours?
The SureFeed Microchip Pet Feeder is available in white only. Each feeder is supplied with one grey bowl, one grey split bowl and one grey mat. You can add some personality and a splash of colour with additional bowls and mats available to purchase in grey, green, pink and blue.
Is the feeder dishwasher-safe?
The bowl, mat and lid are hand wash only. The main feeder unit should be wiped clean with a damp cloth and never submerged in water.
Can the SureFeed Microchip Pet Feeder be used outside?
No. We do not recommend using the SureFeed Microchip Pet Feeder outside.

DualScan Microchip Cat Door

Is there a DualScan Microchip Pet Door available?
We currently only have a DualScan Microchip Cat Door. We hope to add a pet door version at some stage, though we don't know when this will be.
What is DualScan technology?
The DualScan technology on the DualScan Microchip Cat Door enables you to programme which cats are allowed into the house and which cats are allowed out. It's ideal if you have multiple cats and you want to keep certain cats indoors whilst letting your other cats come and go as they please.
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