FAQ
product information
Where can I buy the petWALK pet door?
You can buy the petWALK pet door directly from our online shop. We recommend that you configure it using our configurator . Alternatively, you can also purchase the petWALK pet door from selected partners.
What material are petWALK pet doors made of?
petWALK pet doors are mainly made of polyurethane integral foam (PUR for short). Polyurethanes are harmless to health and can therefore be found almost everywhere: in the chair you sit on, in the bed you sleep in, in the house you live in and even in your car.
We at Petwalk have deliberately chosen this high-quality material because it combines excellent durability and strength with exceptionally good thermal insulation properties and a relatively low weight.
Why is the petWALK pet door more expensive than other pet flaps?
A petWALK pet door is absolutely not comparable with the usual solutions from the pet accessories market. It is a fully-fledged apartment entrance door with a built-in door opener and electronic lock. It combines the excellent thermal insulation properties of passive house windows with the burglar-proofing of expensive apartment doors, with the convenience of automatic door openers, with an extremely powerful RFID lock and with high-quality materials at a total price that cannot be compared with the price of a conventional pet flap. The petWALK pet doors are manufactured exclusively in the EU and, since only high-quality components are used, they are designed for decades of operation.
Can I upgrade my existing petWALK pet doors with the new features?
I already have a petWALK pet door and would like to control it via the Internet, i.e. via an app on my smartphone or a web browser. I would also like to integrate the door into smart home systems, such as Amazon's Alexa.
No problem! petWALK pet doors have been designed to be "future-proof" from day one! This means that all petWALK pet doors since 2013 can be easily expanded with additional products that will be launched on the market over the course of the year, so you are always well prepared for new technologies.
Installation and fitting
Who will install the petWALK pet door for me?
- In principle, the petWALK pet door is a do-it-yourself product and is designed so that it can be installed by end customers with a little manual skill. Petwalk itself does not offer its own installation service, but our service and support team is of course available to provide you with advice and assistance by phone and email.
- In some regions we also recommend installation partners who have already installed several petWALK pet doors. You can find these in our store locator under "Installation partners". Please note that we have no business relationship with our installation partners and only recommend them. The companies are responsible for all services and installation costs and must be commissioned separately.
Is there a petWALK installation service?
Due to the many different installation options and the worldwide sales area, it is unfortunately not possible for us to offer an in-house installation service.
In our store locator you can find installation partners in your area.
If you cannot find a suitable partner, we ask you to contact a tradesman you trust (carpenter, builder, window fitter, etc. depending on the installation situation). If they have any technical questions, they can contact us directly at any time so that you do not have to deal with them personally
Can the petWALK pet door be installed in glass doors with double or triple glazing?
petWALK pet doors are particularly suitable for doors and windows with high-quality double and triple glazing due to their extremely good thermal insulation value and slim design. Please note, however, that you should never cut an opening in a window yourself, as this would result in the insulating effect being lost. We recommend replacing the relevant pane.
Why does the surface of the petWALK door look scratched?
The visible surfaces of the door module are coated with a high-quality textured paint, which is applied in multiple layers in many complex work steps. The front surfaces of the door module may show production-related marks (scratches, bumps, irregularities, etc.). By applying the optionally available decors, these production marks are no longer visible and do not represent a product defect. The petWALK pet door is not intended for use without decors. The decors not only have an optical function, but also a protective function, as they protect the sensitive insulation foam and the electronics contained therein.
- I have just received the acrylic decorations I ordered and was looking forward to. But now I am disappointed: everything looks green and shabby! What now?
- Acrylic glass decors have a sensitive surface. To prevent scratches during processing and delivery, they are protected by a protective film on both sides.
- So if you receive a delivery from us that appears slightly scratched and somewhat discolored, it will probably be the protective film and not the acrylic glass.
- To install, be sure to first remove the film on the printed side before pressing it onto the adhesive pads.
- Do not remove the protective film on the other (outer) side until you have completed all work.
- Peel off the film slowly and carefully, starting from one corner. Once the protective film has been removed, it cannot be used any further as the film will be destroyed. The protective film can be disposed of in the same way as other packaging films in the household waste.
Can the petWALK door also be installed in a crooked wall of an old building?
The petWALK tunnel system is designed so that a wall thickness difference of 1 cm can be easily compensated.
However, if the difference between the minimum and maximum measured wall thickness is more than 15 mm, you should compensate for this on site.
If this is not possible, you can cut the tunnel panels to different lengths.
Are petWALK pet doors suitable for passive houses and Minergie P?
petWALK doors are ideal for modern low-energy buildings with controlled living space ventilation, as they are absolutely airtight and already have extremely good thermal insulation as standard.
petWALK pet doors meet all the requirements of a passive house-compatible component. They offer a standard U-value of 0.811 W/(m²K)m, with optional frame insulation even reaching 0.523 W/(m²K).
They are absolutely airtight (n600 = 0.0 m3/h, class 4 according to test standard for windows, doors EN 12207 - 1999–11) and driving rainproof (class E1350 according to test standard for windows, doors EN 12208 - 1999–11)
In our download area you will find all information relevant for planning and calculation, including thermal bridge calculations and installation details.
Here you will also find the certificates and test reports of the Austrian Wood Research Institute.
operation and functionality
How does the automatic opening of the petWALK pet door work?
The petWALK pet door is equipped with a lot of electronics and several sensors. The door leaf basically opens when motion is detected. In the second step, RFID access control can also be activated so that only your animals with the RFID chip can gain access.
You can individually set the opening time of the petWALK pet door. But don't worry. The petWALK pet door detects whether your pet is still within the swing range of the pet door. Even if your dreamy darling prefers to watch the garden motionless from the safe door, the pet door will wait for the set opening time after the last movement detected. It will then try to ask your pet to leave this area with a beep and a light nudge. If this does not work after several attempts, the petWALK pet door goes into alarm mode. However, it will keep trying to close the pet door.
Can you keep the door open for as long as you want?
Since the petWALK door is designed to keep your home warm and safe, it closes automatically after 30 minutes at the latest. This is to prevent it from being accidentally left open.
Can I adjust the sensitivity of the light sensor?
Yes, you can easily adjust the brightness values for opening and closing to suit your individual needs using the remote control. However, the preset standard values should normally be sufficient.
Can I turn off night mode so my animals can come and go whenever they want?
Yes, you can switch any program on and off with a single button on your remote control. The petWALK pet door always shows you on the internal display in an easy-to-understand way which of the control programs is currently active. If the night program with brightness control is active, the corresponding half-moon symbol lights up on the display. To switch this off, press the button with the same half-moon symbol on your remote control. The symbol on the display goes out and night mode is switched off. You can always activate or deactivate individual functions in the same way. It couldn't be easier!
What does the green flashing operating mode or the “LOAd” display mean?
If the operating mode flashes green or the "LOAd" display remains on the screen for several days, this indicates an empty or defective battery. The "LOAd" display also appears when the battery connector is not plugged in. If the flashing stops within a week, the battery has recharged. If the flashing continues, however, the battery is either deeply discharged or defective and must be replaced.
It is important to know that older models use an AMP battery with a special connector. These models do not work without a battery, unlike newer models. In newer models, the battery can be disabled, but in the event of a power failure, the door will not be able to switch to emergency power mode.
How to identify which battery is installed:
JST battery : Installed in newer models, the plug is visible (right or left, depending on the door hinge)
AMP battery : Installed in older models, the connector is not visible
First, determine which battery is installed in your device. Once you have this information, please contact us at support@petwalk.at . We will be happy to advise you on the possible costs and options for replacing the battery. You can either replace the battery yourself (we will be happy to provide instructions) or send the pet door in for repair so that we can replace the battery for you (flat rate for replacing the battery).
Why doesn't the pet door respond to the remote control?
- Check that the protective film on the bottom of the remote control has been removed.
- Check that the battery has not been inserted incorrectly.
- The remote control works like the remote control for your television with infrared. The remote control transmitter is located on the top front, which you must point towards the pet door. The range is a maximum of 10 m and decreases at the sides.
- The remote control battery may also be empty. In this case, replace it with a new battery.
- Check that the microswitch for deactivating the infrared receiver in the storage slot is not damaged or jammed. The pin must visibly protrude 1-2mm into the slot and be easily movable.
Can an existing door contact be connected to the pet door?
petWALK doors support all commercially available 2-pin door contacts. You can activate the function in the door menu and simply set the corresponding type (Normally Closed or Normally Open).
To connect to the control system, you only need the “ door contact connection cable ”. This 2-pin cable is 300mm long and has a plug for connection to the control electronics of the animal door and open ends for terminal connectors.
You can simply order this with your door and it will be pre-assembled for you in the factory. Of course, you can also retrofit this cable at any time. Here is how to do it: Retrofitting a connection cable
Where on the pet door does the cable come out of the frame or on which side should the socket be located?
The cable can be routed out of the frame on the right or left (top or bottom).
The socket should be within about 1.5m of the pet door. If it is further away, you can order an extension cable.
How can I reset the petWALK pet door to its factory defaults (reset function)?
Press the setting button twice to enter programming mode. Using the "up arrow" and "down arrow" you can now choose between two reset options:
- All : Resets both the system settings and the animal ID memory to the factory values (delivery settings).
- Para : Only resets the system settings to factory defaults, the animal ID memory remains unchanged.
You can confirm the reset by pressing the “OK” button. Pressing the programming button again or a longer pause will abort the reset.
FAQ
What is an RFID microchip?
The abbreviation RFID is based on the English term “radio-frequency identification”. This can be translated as “identification using electromagnetic waves”. RFID enables the automatic identification and localization of objects and living beings and thus makes the collection of data much easier.
An RFID system consists of a transponder, the microchip, which is located on or in the object or living being and contains an identifying code, as well as a reader to read this identification.
Your pet's microchip is a tiny implant, about the size of a grain of rice, which your veterinarian injects under the skin, completely painlessly. The microchip does not contain a battery, but is supplied with energy by the antenna in the Petwalk door when the pet approaches. Each microchip has a unique identification number, which is stored in a central database along with your address.
If your animal runs away, it can easily be identified by veterinarians and animal shelters using a microchip reader. Your contact details will be found in the database using the identification number and your animal will be returned to you.
Can a microchip harm my pet?
Chipping animals is completely safe and painless. There are no known side effects at all in dogs, while in cats there is generally a low risk of a tumour developing at the injection site during injections (even with normal vaccinations), which affects 1 in 10,000 animals on average. For this reason, chipping with an animal identification chip (microchip, FDX-B) has been unanimously classified internationally as safe and is recommended by animal welfare organisations and vets. However, chipping should only be carried out by vets.
How long does a microchip last?
Microchips do not have a battery and therefore have an unlimited service life. The special reader with which the chip can be read supplies the small amount of energy required to read the data. The microchip can be read as often as required and does not wear out. In rare cases, microchips fail and can then no longer be read by the Petwalk pet door. If you believe that your pet's chip is no longer working, ask your vet to check the chip with his handheld reader.
What is the range of the RFID tags?
The range of RFID technology is limited by law and technology. The smaller RFID chips supplied for the Medium model have a range of 15cm, the larger RFID chips included in the Large model have a range of around 20cm.
Does wooden paneling affect the RFID function
In principle, a wooden panel should not cause a serious deterioration in the RFID range, but as the thickness increases it will of course reduce the range by at least the thickness of the wood.
Wood is not just wood, and so larch, spruce or fir, for example, shield against electromagnetic radiation almost twice as effectively as oak, for example, due to their high resin content.
With the transponders supplied, this should not be a problem at all, but with implanted chips we recommend testing the suitability with your own animals due to the technologically limited range.
Can I also use the petWALK pet door with implanted RFID chips?
Theoretically yes, practically not. RFID technology is a near-field communication technology and is not designed for long distances. In addition, with implanted chips there are circumstances that have a negative impact on the reading range and that petWALK cannot influence (the small size of the chips, the position of the chips in the body, fur, skin and tissue, etc.). Therefore, their function cannot be guaranteed. You can find detailed information here.
Important note on the use of implanted transponders
As the manufacturer of the pet door, we have no influence on the functionality and quality of the transponder in your pet and therefore cannot provide any guarantee with regard to its function or range.
The petWALK animal door is technically compatible with all conventional animal identification chips in accordance with ISO standard 11784 / 11785 FDX-B, but uses a special process to increase the reading range. Therefore, the functional test at the vet can only be an indicator, but not proof of sufficient detection range and thus of usability with the petWALK animal door.
petWALK therefore strongly advises you to check with your pets before installation whether the chip is recognized by the door and whether the detection range is sufficient. If this does not work, this is not a malfunction of the device, but a technical limitation of the ID chip.
If the animal is not yet chipped, ask your vet for a chip from the same batch and try this chip on the door. Please note the following tips described here .
The typical reading distance of a well-tuned implanted chip is approximately 1 cm to a maximum of 10 cm.
However, the actual achievable range depends on many factors. The biggest challenges are the power supply of the transponder, the transmission frequency and the position of the transponder in relation to the antenna. You can find a whole article on the topic of RFID here .
How long do I have to wait after programming before I can program another cat?
Programming your pets is very easy. You set the petWalk pet door to RFID programming. You bring your chipped pet to the middle of the pet door or wave the tag chip in front of the door and the pet door has already "learned" this chip. This way you can program a large number of chips to the pet door one after the other. Of course, the petWALK pet door also has the option of deleting individual or all pet chips.
Transponder can be taught-in, but is then no longer recognised.
If you hold the chip parallel to the door leaf when programming, it should be recognised at least 15 cm in front of it. Then try to memorise the chip again. The door should recognise it and jump to the original programme position. However, if it jumps to the next higher number, this is an indicator of a source of interference above the permitted limit (mobile phone mast, radio transmitter, solar system, telecoms provider, intelligent electricity meter, etc.) in the vicinity of the door, as well as if the range of the chip supplied is less than 10 cm.
comfort and control
Is it difficult to teach my cat/dog how to use it?
Using the petWALK pet door is very easy for your pet as it does not have to push the flap open with its head.
The petWALK pet door can be used both with the built-in motion detector and with an RFID chip. From our experience, we know that both dogs and cats understand the function very quickly. To make the new possibilities appealing to your pet, you should control the pet door using the motion detector for the first few days. If your pet comes close to the petWALK pet door, it will open. Your pet will examine this extremely interesting change, sitting curiously in the pet door to inspect the new open space. But after a very short time, your pet will naturally use the unexpected possibilities of the door.
If you want to prevent other animals, such as your neighbor's cheeky cat, from using your petWALK pet door, now is the right time to switch to RFID (pet chip) control. To do this, we recommend using the included RFID chip, which is intended for the collar, in the first phase. This usually has a greater range (25-30 cm) than the one implanted by the vet and is therefore easier to get used to. Once your pet has gotten used to it, you can switch to door control with the implanted pet chip.
Normally the animal chip is implanted in the shoulder. However, we have found that it can move over time and the quality of the animal chips used also varies. In rare cases, the petWALK animal door may not open until your pet is very close to the animal door. However, once your pet has learned to appreciate the new freedom, it will quickly learn to deal with this situation. At least that was always the case with our test animals.
How difficult is it to get frightened animals used to the animal door?
- We have experienced in countless cases that even very fearful animals get used to petWALK doors very quickly and have no problems accepting them.
- The reasons lie primarily in the completely different design and function of petWALK pet doors.
- In contrast to conventional manual cat flaps, where the animals have to push the flap open with their heads, petWALK opens the door like an invisible butler "thought-controlled", almost silently and fully automatically.
- Since most animals are used to going through doors or windows, the way the petWALK door works is no surprise to them at all.
- Furthermore, even the smallest size of petWALK pet doors offers pleasantly large openings. This means that the animals can walk through the door with their heads held high like on a catwalk and no longer have to squeeze through narrow openings.
- petWALK also offers the possibility of gradually and carefully getting the animals used to their new-found freedom. The following procedure has proven particularly effective:
- First open the door manually and give the animal time to indicate the opening itself.
- Then operate the door in motion detector mode and set the door opening time to the maximum.
- Then gradually reduce the opening hours
- Once the animals have lost their fear, you can now activate the RFID access control. Optionally, you can also switch on RFID on one side only and continue to operate the exit with a motion detector, for example.
- If possible, we recommend practicing with the RFID collar chip at the beginning, as it offers a greater detection range.
- If the operation runs smoothly, then you can try switching to the implanted RFID chip.
- Only when your pet has completely gotten used to its door do you activate restrictive programs such as time, brightness and humidity control.
How many animals can the petWALK pet door manage?
The petWALK pet door can theoretically manage up to 256 animals. You can set the exit time for all of your pets and then individually specify for each animal whether this exit time is valid or whether it is always allowed in and out.
Can I automatically block the exit for the animals at night?
Yes, the petWALK pet door offers you two options:
- About the time control . When controlling with the motion detector, you can freely set the exit time. When controlling with the RFID animal chip, you can set the exit time for each of your pets individually.
- About the light control . The petWALK pet door has a built-in light sensor as standard. You can individually set the brightness value from which the pet door should remain closed. To ensure that your stray cat can still come home afterwards, you can individually allow this longer.
Is "mouse detection" possible?
“Souvenirs” brought along by cats are a big problem, especially for many cat owners, for which there is currently no reasonable solution.
Unfortunately, it is very difficult for a computer to recognize a specific animal, let alone the tip of a mouse's tail dangling from its mouth. This technology is very complex and not yet suitable for mass use.
However, petWALK is conducting intensive research in this direction and, with its intelligent pet doors, already offers an excellent technological basis for later implementation.
If my pet is being chased by a stranger, will the stranger be denied access?
If the access control is switched on, the petWALK pet door only opens for your pet and closes as soon as it has entered and moved away from the door. If a foreign animal follows at a very close distance, it cannot be ruled out that it will also get into your home during this time.
safety and protection
Is the petWALK pet door windproof?
Yes , the petWALK pet door is the only pet door on the market that is completely airtight.
The air permeability is tested according to the test standard for windows and doors EN 12207 - 1999–11. The highest tightness class is 4 and allows a maximum leakage of 0.75 m³ per hour. (Q100 = 0.75 m³ / hm).
Even at a pressure of 600 Pa (this is the highest possible pressure of the test bench at the test center), petWALK has an unmeasurable air loss ( Q600 = 0.0 m³ / hm ).
The measurement is carried out by using an integrated fan inside the test bench to generate and maintain a constant overpressure and underpressure of (for example) 50 Pascal. The amount of air escaping through component leaks must be forced into the test bench by the fan and is measured. The so-called n50 value (unit: 1/h) indicates how often the interior volume is changed per hour.
Here you will also find the certificates and test reports of the Austrian Wood Research Institute.
Is the petWALK pet door waterproof?
Yes , petWALK pet doors are tested and certified according to the test standard for windows and doors EN 12208 1999-11 and meet the tightness class E1350 (the test bench of the testing institute could not measure a higher class)
In other words: petWALK stays dry in strong winds and rain.
This is made possible by the high precision of the components, the two high-quality silicone seals and a large driving rain collection channel with two front drainage openings.
These ensure that even large amounts of rain are reliably drained to the outside at high wind speeds. The rainwater is normally channeled invisibly between the outer frame and the decorative panel to the lower edge of the device.
If the animal door is installed in a wall reveal, we recommend installing a weather plate. This prevents rainwater from the drainage system from running over the wall or into the masonry.
How do petWALK pet doors help reduce outside noise?
Even if the components surrounding the room have good sound insulation, gaps and openings such as those found in conventional swinging cat flaps can significantly increase the sound level. This is similar to a tilted soundproof window.
By using insulating materials and the absolutely airtight closure, the petWALK pet door reduces outside noise to a significantly lower level, which has a direct impact on the comfort in your home.
How do petWALK doors prevent mold growth?
Conventional cat flaps are physically mounted on the wrong side and pose a high risk of mould formation due to the reduced surface temperature on the inside and the associated formation of condensation.
petWALK pet doors - just like good windows - are installed in the insulation layer of the building and thus prevent a shift in the dew point.
Thanks to their good insulating properties, they have a sufficiently high surface temperature on the inside even on cold days to reliably prevent condensation.
For all recommended installation types, the minimum surface temperature of the inner component boundary surfaces, according to ÖNorm B8110-2, with a temperature factor > 0.71, is in any case above the required limit values, so that no condensation formation and thus no risk of mold formation is to be expected.
This was verified by an independent testing center through a climate chamber test and certified accordingly. You can download the certificate and test report here.
Can I add the alarm function later?
- Of course, you can install the connection cables for a door contact and/or an alarm system yourself at a later date. The corresponding commissioning is described in the user manual.
- If the petWALK pet door is installed in a pane of glass or in a panel, it must first be removed. If it is installed in a tunnel, the installation can also be carried out through the tunnel with the pet door installed. However, it is easier to remove the pet door here too.
- You can find out how to prepare the door for retrofitting the alarm function here .
power supply and emergency functions
Does the petWALK pet door work with batteries?
- Theoretically, petWALK pet doors could also be operated with a battery. However, they are designed to be connected to your household power supply using the included plug-in power supply. The use of the optional flush-mounted power supply is particularly recommended for wall installation.
- petWALK pet doors are equipped with an emergency battery. This means you can be sure that the pet door is always firmly closed even in the event of a power failure and that your pets are not locked out, as they can still get home for several hours. When the power is switched back on, the petWALK pet door returns to the operating state it was in before the power failure.
- In addition, there is a small buffer battery in the electronics to maintain the stored settings and RFID chips of the pets and the remote control of course also requires a small battery.
What happens in the event of a power outage?
In the event of a power failure, for example due to a thunderstorm, the petWALK pet door goes into a special mode, which is also indicated visually and acoustically and ensures that all of your pets can still return to your home and that the door is always securely locked. This emergency operation is ensured by a built-in battery for several hours. After the power failure is over, the pet door returns to the operating state it was originally set to and the emergency battery is recharged.
This ensures that your pet is never locked out of the petWALK pet door and that the pet door can never be left open.
How long does the emergency battery last?
petWALK pet doors have a power management system that keeps the built-in battery charged and in good shape. However, batteries are subject to a natural aging process and must be replaced after a few years (4-6 years). The capacity is dimensioned so that in the event of a power failure, e.g. due to a thunderstorm, all of your animals can still get home and the door is then firmly locked.
Service and Support
Where can I see and try out the petWALK pet door?
We have selected partners where you can view and try out the petWALK pet door. You can find these partners in our shop finder under "Show Room". If there is no show room in your area, you can also buy the petWALK pet door on a trial basis and return it within 30 days if you don't like it.
Is there an on-site service and how does the process work in the event of a repair?
We do not currently offer an on-site service. In the case of repair or maintenance work that cannot be carried out by you without considerable effort, please send in the door module after consulting our support team. All work will be charged according to the actual labor and material costs.
How can I tell if the petWALK door is right for me?
Simply order your desired door and try it out at your leisure with your animals before installation.
It is not necessary to install the door anywhere to test it. Simply take it out of the box, plug it in and try it out. This way your animals can test your door comfortably in their usual environment and give their test verdict.
If it does not meet your expectations, you can simply return the door within 3 weeks (provided there are no signs of wear) and get the purchase price refunded.
Payment and Delivery
How can I pay and how long does delivery take?
There are various factors that affect the delivery time. Read more about this here .
