Frequently
Asked
Questions
Frequently
Asked
Questions
Before Purchase
Yes for all sizes. Simply install the fence or the top-entry wall and keep enough cat litter - see the next question regarding our litter recommendations.
If your device is on the firmware 4.1.0 or a newer version, consider turning on the Curious Cat function in the Popur App, which enables two new strategies, i.e., DynaMove and ActiveShield, alongside the original Curious Cat strategy to further safeguard your small pets.
The DynaMove strategy will make sure there is zero gap between the filter and the litter bed in most cases by deciding the filter movement dynamically based on litter volume. Therefore, it’s impossible for your kittens to get under the filter. The ActiveShield strategy will retract the filter when a cat is detected, then resume the leveling process after the cat is found left. This way, it makes room for the impatient cat to use the toilet first. Needless to say, a sufficient amount of cat litter is a prerequisite for the Popur X5 to work properly. If for some reasons there is very little litter, as a precaution, in the Popur App please select the minimum two repeats for Leveling Litter, and the gap will still be less than one inch.
A self-cleaning litter box helps you scoop away litter clumps and solid wastes automatically. Popur X5 features a new kind of mechanism protected by United States utility patent, which is the latest advancement in litter disposal technology, and different from any other self-cleaning litter boxes that existed earlier. Learn about Our Technology and find out why it is superior.
Developed by longtime cat fanciers and talented engineers, Popur is your choice second to none.
Roomy space? 24-inch OPEN tray for your chonks.
Maintenance? NEEDLESS as long as you feed Popur with sufficient litter - real lifehack.
Going on a vacation? You got 21-day storage capacity.
Safety? Traditional ones may cut your pets. Popur is designed without such likelihood.
Quality? Sub-1% repair ratio.
Odors? Noise? Mess? All barely existent.
Carpet? OK.
Price? $399 with free shipping - that’s $300 lower than others.
Most cats acclimate to Popur X5 quickly as it looks like their old litter tray. To date, we have sold over 5,000 units and only ten families told us their cats could not accept the change. So, we believe statistically 99% of cats will eventually adapt. It would be helpful to follow the SMART steps as suggested in Best Practices to navigate through the transition period. Lastly, you may try out Popur X5 risk-free under our 30-Day Free Return program.
This is our money-back guarantee and 100% satisfaction promise. Popur X5 Self-Cleaning Litter Box purchased on popur.com is eligible for return and refund within thirty (30) calendar days from the date of delivery. Conditions apply with regard to a full refund. Please refer to the complete Return & Refund Policy for your kind perusal.
When you make any purchase on popur.com, we guarantee that you are entitled to the lowest price available in your region within thirty (30) calendar days from the date of your order. Upon request, we will refund you the difference as a result of any price reduction or special promotion but not due to currency exchange fluctuation. Please note that complimentary add-ons and gifts cannot be counted as or converted into monies. Popur retains the right to determine the price difference applicable under this price match program.
Popur X5 is 21.2” wide, 30.4” deep, and 18.2” high, combining both the litter tray and the trash can. You need extra head room above because it is 25.3” high when the litter tray is fully lifted.
The litter tray is in a cuboid shape with an area of 19.7” by 15.7”, and a diagonal as long as 24 inches. We all know that cats are liquid. But our official guideline is still to measure the length from the neck to the tail base of your cat. Ideally it is shorter than the diagonal.
That said, even a fully-grown, 37”-long Maine Coon finds his way into Popur comfortably. With the open-top design, your big cats can make use of the space outside Popur’s footprint. You are encouraged to give it a shot risk-free with our 100% satisfaction guarantee.
Yes for all sizes. Simply install the fence or the top-entry wall and keep enough cat litter - see the next question regarding our litter recommendations.
If your device is on the firmware 4.1.0 or a newer version, consider turning on the Curious Cat function in the Popur App, which enables two new strategies, i.e., DynaMove and ActiveShield, alongside the original Curious Cat strategy to further safeguard your small pets.
The DynaMove strategy will make sure there is zero gap between the filter and the litter bed in most cases by deciding the filter movement dynamically based on litter volume. Therefore, it’s impossible for your kittens to get under the filter. The ActiveShield strategy will retract the filter when a cat is detected, then resume the leveling process after the cat is found left. This way, it makes room for the impatient cat to use the toilet first. Needless to say, a sufficient amount of cat litter is a prerequisite for the Popur X5 to work properly. If for some reasons there is very little litter, as a precaution, in the Popur App please select the minimum two repeats for Leveling Litter, and the gap will still be less than one inch.
Most clumping litter will work. PrettyLitter is fine. Other crystal litter that is powder-like or has small particle size is fine. No for marble-like crystal litter because it can be hardly sifted by the filter. Clumping pellets are compatible but the diameter of the pellets should be 3mm or less, and the average length of the pellets should be 20mm or less. Otherwise, it will be difficult to sift the pellets, or you have to limit the amount of litter to prevent wasting. We discourage using other pellets that require a double-layer litter box unless you acknowledge the sawdust left inside the tray. We suggest going for low-dust, lightweight, fast-absorbing, and hard-clumping options. Litter clumps that break up easily tend to create lots of scraps, which is an unnecessary burden on you.
Please keep at least 7 liters or approximately 8 kilos of cat litter in the tray. That's about one inch lower than the edge of the liner. Maximum load is 12 liters or 15 kilos of litter. Popur holds 2x to 4x more litter than other self-cleaning litter boxes. So long as you leave sufficient litter inside, your maintenance burden is minimized.
Strictly speaking, the litter holding capacity is measured by volume, with a maximum load capped at 15 kilos to protect the machine. For your reference, we’ve summarized the following recommendations based on our experience with 30+ cat litter formulas from various brands.
You may use standard kitchen bags, or a drawstring option. The opening of the bag should be at least 31.5” wide (ideally 35”). The depth should be at least 18”, but virtually all bags are much taller. Extra large cat litter box liners will also do, such as this one from Target.
To enhance your experience, we offer elastic band trash bags specifically made for Popur X5. These heavy-duty bags fit tightly in the trash can and will hardly dislodge. We will soon introduce compostable bags and a drawstring type as well.
To clear away the litter, please use the solid scoop that comes with the product. Alternatively, you may take out the grey liner first and toss all litter at once.
In our view, you don’t have to throw away any litter. We suggest you top up some fresh litter once every few days to make sure there is plenty left inside, which will help you keep a tidy tray handily. Otherwise, it’s totally up to yourself to decide whether it’s time to change the soiled litter completely or not.
Watch this video to see the simple steps of cleaning out the tray. Popur requires minimal upkeep efforts. Cleaning the surfaces with wet wipes occasionally will keep it going for a long, long time. For serious clean-out, our rule of thumb is once per quarter. But honestly, you don’t even have to if you follow our Best Practices.
30-day capacity is a more intuitive way to illustrate the storage volume of Popur’s trash bin. We recommend changing the trash bag at least once a week, or more frequently in summer time. In practice, the ideal window varies based on the humidity, temperature, ventilation, your pets’ diet, etc.
Tests were conducted by Popur from January to May 2023 using the Popur X5 Self-Cleaning Litter Box with the cardboard waste bin. The tests lasted for 130 days in three households with one, three and five adult cats respectively. The full box alert was the criteria for determining if the bin was full, which measures a utilization rate larger than 90%. The test results are as follows, and all of the waste storage times (number-adjusted) exceed 30 days.
The test results reflect the approximate waste storage capability of Popur X5 Self-Cleaning Litter Box. As a benchmark, the 30-day waste storage capacity is applicable to a healthy adult cat at an average size of 10 lbs, and with normally 4 to 6 toilet visits every day. The tests were conducted under supervision for exploration and illustration purposes. In real life, we recommend changing the garbage bags frequently for hygiene, at least once per week. On hot summer days, we strongly advise changing the garbage bags every two or three days.
Tests were conducted by Popur from January to April 2023 using the Popur X5 Self-Cleaning Litter Box with the cardboard waste bin and the automatic lid. The tests lasted for 120 days in a household with five adult cats. The test sample conducted in total 2,455 cleaning cycles, which is equivalent to around 20 cycles per day. When the bin was closed, there was no smell. The bin was open for about 30 seconds during each cleaning cycle. It took about 15 seconds for the escaped smell to dilute in the air and become unnoticeable. Therefore, the odor is only barely noticeable for 45x20=900 seconds in a single day, leaving the remaining 99% of the time odor-free.
The test results reflect the approximate odor control performance of Popur X5 Self-Cleaning Litter Box. As a benchmark, the 99% odor-free performance is applicable to a ventilated environment. The tests were conducted under supervision for exploration and illustration purposes. In real life, we recommend keeping the product in a place that is not intrusive to your living area.
Tests were conducted by Popur from January to April 2023 using the Popur X5 Self-Cleaning Litter Box. The tests lasted for 120 days in a household with five adult cats. The test sample conducted in total 2,455 cleaning cycles. Bentonite clay and tofu cat litter were used and the litter amount ranged from 8 liters to 11 liters. During the tests, stickiness was formed only in the two front corners. There were 21 cases where the sticked litter clump was not cleaned in the subsequent cleaning cycle, or equivalently 99% cycles were successfully stick-free.
The test results reflect the approximate stick-resistant capability of Popur X5 Self-Cleaning Litter Box. As a benchmark, the 99% stick-resistant performance is applicable to a thick bed of premium clumping litter with an amount over 8 liters. The tests were conducted under supervision for exploration and illustration purposes. In real life, we recommend topping up fresh litter every three to seven days to ensure the two front corners are always covered by litter.
We’ll send you an automated email when your order is shipped, the shipment is out for delivery, and the product is delivered. The tracking information can also be found on carriers’ official websites. Alternatively, you may call the carrier for an update if you would like to schedule an appointment, a re-delivery attempt, a hold-up request, or report a missing package.
Yes, we offer free shipping on all orders worldwide, including:
NORTH AMERICA
Canada, and contiguous United States (the 48 adjoining states and the District of Columbia)
ASIA PACIFIC
Australia, Hong Kong, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, and Thailand
EUROPE
Austria, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, and United Kingdom
The shipping cost to Alaska and Hawaii for a Popur X5 unit is $250, which is crazy but we have done our best to subsidized $50 more compared with shipping cost to the other states. We do not ship to other U.S. territories.
3-7 business days. To allow for cancellation, we typically process and ship your order in one or two business day(s). Once the carrier receives the package, it will take 2 to 5 business days to deliver. Additional time may be required for shipment to remote areas. Orders are usually not delivered on weekends or holidays according to carriers’ service schedules.
Unfortunately, we cannot.
Popur ships from one of our fulfillment centers in California, Illinois, New Jersey, Toronto, Frankfurt, London, and Sydney, or directly from our factory in Shenzhen, China, depending on its proximity to you but subject to its inventory level.
By default, each item is pre-packaged and will be sent separately. We have a difficulty now in unifying the packing box because the size of different products varies significantly, and the combination is endless. We will find an optimal packing box and consolidate shipments in the future.
Yes absolutely. There is no price info on any of our packing materials.
Troubleshooting
Conclusion first: typically, a new lid will fix the hiccup. Some may think the sifter is dysfunctional because the lid may open but the sifter just doesn’t dump the waste. We realize this could be confusing. From a technical standpoint, a malfunctioning lid is causing the machine to halt cleaning. Our algorithm is written to prioritize the prevention of incorrect waste disposal when the lid fails to send the proper signals. We identified an atypical pattern of the sensors in some early production batches, which has been the main cause of incomplete cleanings. We've since upgraded the firmware, as well as implemented stricter manufacturing and inspection protocols to permanently resolve this issue.
Unless you’ve observed another indicator such as a 4-character error code, our most educated analysis focuses on the automatic lid. Kindly apply these quick tips to keep us on the same page.
● Ensure the unit is clear of walls, and not hindered by trash bags or any obstructions (see picture below).
● Inspect both the USB port & plug to rule out any potential connection failures caused by dirt.
● Upgrade your firmware to version 4.1.9 or above in the Popur App, if applicable.
Next, please help conduct a simple but effective test:
1) [Connection Check] Plug in the automatic lid—verify the bin icon dims or displays as solid white.
2) [Comms Check] Hold the button for 3 seconds—if the lid can flip up, leave it open but unplug everything.
3) [Function Check] Power on just the litterbox (the round port, not the USB), then press the button to start cleaning—the cycle should complete.
To clarify, the unit will continue to dump waste when the lid remains unplugged the entire time. This diagnosis helps confirm that the unit works independently and communicates correctly with the lid. If indeed so, the issue can be swiftly resolved by replacing the lid. And if you need to use the product during the interim, let the lid stay open but disconnected as a non-automated part, or simply remove the lid.
Please contact us for a replacement lid under the one-year warranty, or order a new lid if the warranty has expired.
This Q&A entails all malfunctions regarding the automatic trash can lid, including:
● Lid doesn’t open/close itself;
● Blinking trash box emoji;
● Bin icon dimmed;
● Bin icon flashing white;
● Bin icon flashing red;
● Bin icon solid red, a.k.a. premature full alert;
● Already full but no alert, a.k.a. absent full alert;
● Trash dumped onto the lid, a.k.a. false dump;
● Whirring motor sound;
● Lid keeps trying to close itself.
Same as the first Q&A, typically, a new lid will fix the hiccup. Kindly take these initial steps to establish a clear starting point.
● Ensure the unit is clear of walls, and not hindered by trash bags or any obstructions (see picture below).
● Inspect both the USB port & plug to rule out any potential connection failures caused by dirt.
● Upgrade your firmware to version 4.1.9 or above in the Popur App, if applicable.
Next, please help conduct a simple but effective test:
1) [Connection Check] Plug in the automatic lid—verify the bin icon dims or displays as solid white.
2) [Comms Check] Hold the button for 3 seconds—if the lid can flip up, leave it open but unplug everything.
3) [Function Check] Power on just the litterbox (the round port, not the USB), then press the button to start cleaning—the cycle should complete.
To clarify, the unit will continue to dump waste when the lid remains unplugged the entire time. This diagnosis helps confirm that the unit works independently and communicates correctly with the lid. If indeed so, the issue can be swiftly resolved by replacing the lid. And if you need to use the product during the interim, let the lid stay open but disconnected as a non-automated part, or simply remove the lid.
Please contact us for a replacement lid under the one-year warranty, or order a new lid if the warranty has expired.
This description is too vague for us to provide a specific and effective solution. Please refer to this comprehensive guide that helps you identify a corresponding pattern. Then, you may locate a formalized suggestion in the succeeding Q&As. If nothing matches your observation, kindly reach out to us at support@popur.com and throw light on the issue with visual aids.
This description is somewhat vague for us to provide a corresponding solution. Please refer to this thorough guide that helps you identify a matching pattern. Then, you may locate a formalized suggestion in the succeeding Q&As.
Alternatively, in our experience, these three issues are the most common reasons.
1) The automatic lid is defective. Please go to the first or second Q&A atop of this list.
2) The cat sensors need to be adjusted. Please go to the next Q&A.
3) Your latest firmware upgrade in fact failed without a hint. In this case, a special recovery can be easily conducted. Here are the steps.
● Unplug everything.
● Hold the button, and plug in the round port (not the USB).
● The device will reboot and start the recovery saying UPDATE. Then, release the button.
Please perform a quick experiment on the cat sensors by gently waving your hand above the litter bed, which mimics a cat's movement. You should see a cat face emoji with ears wagging being displayed on the screen. When the ears stop wagging, it indicates that a cleaning cycle will follow.
Also, to clarify, when the Curious Cat function is enabled in the Popur App, the litterbot temporarily disregards the cat's activity for about 2 minutes after a cleaning cycle. The sensor's sensitivity can be adjusted to better suit your environment—decrease the number if your pets aren't being detected consistently (say, from 48 to 25), or the other way around (say, from 48 to 60). Kindly refer to this video guide to help with the adjustment.
Please look into four aspects concerning the power supply issue.
1) If you can hear a short beep after the machine is plugged in, but the display remains dim, you actually have a dysfunctional display. To clarify, the display in the front is a standalone component meant solely for visualization. You should be able to initiate a cleaning cycle by pressing the button, although the display doesn’t work anymore.
2) Otherwise, try a different outlet.
3) Try a compatible power adapter if available. Our adapter is 12V/2A. But as long as your adapter has a voltage between 3V to 12V, it won't harm the device.
4) If still no luck, we recommend using a new motherboard. Please contact us at support@popur.com for the replacement parts. Kindly refer to this quick guide for assistance. Make sure the pins are firmly locked during installation.
To clarify, the display in the front is a standalone component meant solely for visualization. You should be able to initiate a cleaning cycle by pressing the button even if the display doesn’t work anymore. Please first confirm the unit can still run cleaning. If not, please refer to the above Q&A instead.
If yes, kindly reset the device by holding the button for 10 seconds (do not release until you hear three consecutive beeps), then contact us for the necessary parts based on one of the two outcomes.
● If it remains dim, we recommend replacing both the LED module and the control board for full restoration.
● If it remains blurry, only the LED module is buggy and we recommend replacing it.
The update process was interrupted and in fact unsuccessful. A special recovery needs to be conducted. Here are the quick steps:
1) Unplug everything.
2) Hold the button, and plug in the round port (not the USB).
3) The device will reboot and start the recovery saying UPDATE. Then, release the button.
This is a rare incident, indicating the communication between the motherboard and the motor was interrupted. Kindly follow these troubleshooting suggestions first, which usually restore the product. Please let us know the results so we can have a clear idea about the next steps.
● Empty all cat litter or at least reduce the amount to prevent overloading.
● Update the firmware in the Popur App to version 4.1.9 or above, if doable.
● Check if the sifter mechanism works: hold the button for 6 seconds to open, then press again to close. (see below anomaly)
● Inspect the motherboard—all pins should be firmly and securely locked. (reference video)
● Finally, reboot the device and run a full cycle if possible.
These codes reveal an interruption in the internet connection. If applicable, kindly update your firmware to version 4.1.9 or above in the Popur App, which has substantially improved the connectivity.
If still no luck after the upgrade, we recommend replacing the motherboard to resolve it for good (video guide). Please contact us for the replacement parts. When plugging the cables back on, it's important to make sure the pins are firmly and securely connected.
These codes imply that the motor operation was somehow timed out or interrupted due to litter overload or dysfunctional electronics. Kindly take the following measures first, which typically restore the unit. Please let us know the results so we can decide next steps.
● Ensure the unit is clear of walls or any obstructions. (see attached example)
● Empty all cat litter or at least push most litter towards the sifter to prevent overloading.
● Update the firmware in the Popur App to version 4.1.9 or above, where applicable.
● Inspect the motherboard—all pins should be firmly and securely locked. (reference video)
● Finally, reboot the device and run a full cycle if possible.
This pattern implies litter overloading. Please reduce the amount of cat litter and try again. Alternatively, kindly refer to the Q&A above for a thorough troubleshooting.
This pattern implies litter overloading. Please reduce the amount of cat litter and try again. Alternatively, kindly refer to the Q&A above for a thorough troubleshooting.
This pattern implies that the motor operation was interrupted. Kindly take the following measures first, which typically restore the unit. Please let us know the results so we can decide next steps.
● Ensure the unit is clear of walls or any obstructions. (see attached example)
● Empty all cat litter or at least push most litter towards the sifter to prevent overloading.
● Update the firmware in the Popur App to version 4.1.9 or above, where applicable.
● Inspect the motherboard—all pins should be firmly and securely locked. (reference video)
● Finally, reboot the device and run a full cycle if possible.
This pattern indicates the motor didn’t receive a signal. Kindly follow these troubleshooting suggestions first, which usually restore the product. Please let us know the results so we can have a better idea about the next steps.
● Empty all cat litter or at least reduce the amount to prevent overloading.
● Update the firmware in the Popur App to version 4.1.9 or above, if doable.
● Check if the sifter mechanism works: hold the button for 6 seconds to open, then press again to close. (see below anomaly)
● Inspect the motherboard—all pins should be firmly and securely locked. (reference video)
● Finally, reboot the device and run a full cycle if possible.
Firmware is the computer program embedded inside the physical litter box. It instructs the hardware device to run based on preset settings, and can be upgraded in the Popur App. The Popur App is a smartphone application that provides a few more functionalities and flexibilities. The App is optional and can be updated in the application stores. The firmware and the App have their own versions independent from each other.
Kindly refer to the following guide for firmware upgrade.
Please hit Send after typing your email address. An email with the code will be sent automatically. The code will be valid for 10 minutes. Please check your junk folder in case the email is spammed. Also, please agree to the policies by tapping the preceding circle.
You may copy & paste your password into the app. Alternatively, you may put the digit/letter after the space first, and then move the cursor back to add a space in.
The device is designed to function properly without relying on Wi-Fi. Check out this quick guide to understand the meanings of different info displayed. By default, a cleaning cycle is set to start 5 minutes after your cat has left, and to level the litter 3 times, while the center area of the screen is set to dim during standby.
Here are a few tips regarding connectivity (or watch the video guide):
● Reset Wi-Fi by holding the key for 10 seconds until you hear three consecutive beeps.
● Avoid choosing the hotspot named "Popur-xxxx" in your Wi-Fi settings—this isn't a valid network.
● Ensure you're using a 2.4GHz Wi-Fi network.
● Enable Bluetooth and Location Services on your smartphone, and allow Popur App access to both.
● If Wi-Fi isn't available, you can use the personal hotspot of another phone as an alternative "Wi-Fi" network. This method has always worked at every attempt, and afterwards, you may personalize the settings which the device will memorize permanently.
Please allow us to join as a family member so we can help upgrade the device. Without the permission, we cannot troubleshoot your device. Follow this path: Family > My Family > Add Member > Copy Code, and tell us the code.
Your phone sends the time zone information to the device at the time they are paired, but it could have failed. Also, the time zone won’t automatically change between standard and daylight times. To correct this, please reset the WiFi by holding the key for 10 seconds until you hear three consecutive beeps, or remove the device from in the Popur App. Then, connect your device to allow it to fetch the time zone again.
Self-cleaning litter boxes operate in a harsh environment. Sometimes the electronics might decay faster than expected. For certain issues, we recommend replacing the motherboard for a permanent resolution and a full restoration. This is a quick video to assist you with the replacement.
Please remove the white glue on the connectors. It’s used to reinforce the pins during transportation instead of daily use. The pins have locks themselves. It’s important to make sure the pins are firmly and securely locked when reconnecting the cables.
Dust accumulates on the filter mechanism over time, making the hinges between metal and plastic components less lubricated. Please use a spray lubricant with a slim straw to apply the lube at the moving junctions as indicated in the picture—this should effectively address the noise.
The accordion shield makes contact with the support bracket. Over time, the lubrication between them may have worn off. Please use a spray lubricant with a slim straw to apply the lube at the junctions shown in the picture—this should effectively eliminate the noise.
It sounds like a clunk caused by two objects colliding. Please let us know which of the three scenarios best matches your situation, or if it's something else.
Please contact us for an upgrade if the following cracks are found. Replacement parts will be provided. Please refer to this handy video for guidance. Note that this is only applicable to some of the early batches prior to 2023. Kindly send us a picture for warranty recordation.
Please contact us for an upgrade if the following cracks are found. Replacement parts will be provided. Please refer to this handy video for guidance. Note that this is only applicable to some of the early batches prior to 2023. Kindly send us a picture for warranty recordation.
The front guard might be dislodged during transportation. It should be secured on the tray and you may lift the litter box by grabbing it. Try pressing it hard, which produces a firm clutch sound as heard in the video. Otherwise, we suspect it’s not in a proper shape and you may send a picture for us to inspect.
We sunset the original plastic bin in November 2022. Please upgrade to the new design which includes the automatic lid and the trash bin.
If you prefer to repair the old bin, check out the videos for self-service. We can still provide the motor and the cable parts. Replace the internal cable or replace the motor.