Frequently Asked Questions
(in use)

Register, Login

Toletta® support team will send you an e-mail for confirm after registering from the membership registration form.

If you haven't receive the email, please check the following points.
-Please verify your email address that you input to the form is correct.
-Please verify that you are not entering the login information of EC site.
-Check the mail distribution settings, domain specified reception settings, block settings, and other reception settings.
-If you are using an e-mail address with your mobile phone carrier’s domain, please set so that you can receive the [@ toletta.jp] domain. (For details, please contact each carrier of the contract)
* When using hotmail address, there are cases that the registration notification email cannot be delivered even you set up to receive an Email from a designated domain. We apologize for the inconvenience, but we ask you to use another email address other than Hotmail.

If the above points applies, please use the correct receiving settings and email address again. Please complete the registration procedure.

"User registration" is required to log in to the app. For user registration, access the user registration page from the QR code guide included in toletta. (The User registration URL is not posted on the official website to avoid registration by those who have not purchased toletta. If you have lost the QR code information, please contact us by Email using the inquiry form.)

Please also check the following points.
-Check your login information. It is different from the login information of the sales site (official website, Amazon, etc.) registered at the time of purchase.
-If you confirm your main registration from the email that you received after completing the registration form.
-The email address and password you entered are incorrect.

* If you have not confirm the registration from the email you receive

To change your e-mail address, please contact us using the inquiry form. To change your address or phone number, please g

Please change your password from the app menu "Settings" → "Account information".

Please follow the procedure from "Forgot your password?" on the app.

Setting

If the setting does not work according to the procedure manual included in the main body, please check the following.

■ "Can't check connection" is displayed
-Turn off settings such as "Wi-Fi stability control function" "Smart network" "Wi-Fi assist"
-Turn off mobile data communication once and try the connection.

■ "Wi-Fi connection error" is displayed
-Wi-Fi router is in stealth mode
-Using a Wi-Fi router that is not set to 2.4 GHz
-Using free Wi-Fi or pocket Wi-Fi
-Wi-Fi authentication method is "WPA-PSK" "WPA / WPA2 mixed mode" "WEP (128 / 64bit)"
-SSID includes "gw" (select the one labeled "g" or "primary SSID" Please use)
-SSID contains characters other than half-width alphanumeric characters (please enter the correct SSID by manual input)
-You are using a keyboard app on your Android (PC Try input mode or copy and paste)

Under the old Wi-Fi environment, please disconnect toletta® using the application setting menu → "Toilet management" → "Disconnect toilet". Next, under the new Wi-Fi environment, press the reset button * on the back of the light and Camera unit using a tip of a paper clip to initialize it. Then, re-set the connection from the application settings menu → "Toilet management" → "Additional toilet connection". * Click here for how to press the reset button.

When you use a large size photo, it may take a few seconds after you press "Register with the above contents" until the completion of registration is displayed. Also, it m

Please proceed as follows.

To increase:
Application setting menu → "Toilet management" → "Add additional toilets"

To reduce:
Application setting menu → "Toilet management" → "Disconnect toilet" → Disconnect relevant toilet

When there are new notifications, a red mark will be added to the notification icon in the application menu. This mark is displayed for each smartphone. If family member A confirms the notice but member B does not, notification on B's smartphone will still have a red mark.

It is from 0:00 to 23:59. If the owner travels abroad and the time setting of the smartphone is changed, the time will change to 0:00 to 23:59 local time and the date and time from toletta® will also be displayed in local time.

Function

Unplug toletta® and plug it back.

In the following situations, the data is not displayed in the app or the data cannot be measured accurately.
- 5 minutes after washing toletta® and putting it back on the sensor plate
- 15 minutes after adding or replacing litter while keeping the toletta® body on the sensor plate
- When there is dirt or foreign substance on the sensor plate (please check the sensor part (dents at the four corners)
- When toletta® is placed on a rug or on an unstable floor
- When the toletta® body is in contact with a wall
- When the cat weighs outside the range of 1-10 kg
- When the whole body of the cat is not inside the toletta®
- When the cat's body is touching the house wall or ceiling while using toletta®
- When Wi-Fi condition is unstable
- There is a time lag of several minutes after the cat enters toletta® and is displayed in the app. In addition, access may be concentrated and it may take time to reflect in the application

If the measured values are not stable or have obvious errors, please try "plugging / unplugging the AC adapter" and "placing the toilet body slowly on the sensor plate". Please also check the following.
-The cat's body is not touching the house wall or ceiling while using toletta®
-If there is some dirt or foreign substance on the sensor plate.
-toletta® is not placed on a rug or on an unstable floor
-Not using the litter that is compatible with system litter box("Non-clumping / non-crumbling / non-absorbing").
-Data that failed to be identified remains.

There is a possibility that an error of about ± 100g may occur depending on the cat’s condition. We plan to improve the accuracy in the future.If the numbers are obviously wrong, please check the following. In the following situations, data may not be displayed in the app or an abnormal value may appear.
- Wash the toilet body with water and put it back on the sensor plate for 15 minutes.
- 15 minutes after adding or changing cat sand with the toilet body resting on the sensor plate
- When the sensor plate has foreign matter or dirt ※ Please also check the sensor part (dents in the four corners)
- When installed on a rug or on an unstable floor.
- When the toilet body is in contact with a wall, etc.
- When the cat weighs outside the range of 1kg to 10kg
- When the whole body of the cat is not inside toletta®
- When the cat's body is in contact with the wall or ceiling when entering the toilet
- When Wi-Fi is unstable
- There is a time lag of several minutes after the cat enters toletta® and is displayed in the app. Also, access may be concentrated and it may take time to reflect in the application.

* If the weight of your cat may change due to physical condition, Please also use the online hospital service.

In rare cases, the urine volume may be displayed even if the cat are not urinating due to the behavior of the cat in toletta®. We will continue to collect data and strive to further improve toletta®. If such data is detected, please use "Data Exclusion" or "Data Deletion" instead of "Data Correction" in your App. If you are using small grain litter, switch to the litter that does not fall under the grated tray.

We have conducted many tests with accuracy of urine volume measurement, and released the product after we secured the accuracy in detecting changes of urine volume which is important to the health condition of cats. But in a rare case, toletta® may not be able to measure the urine volume because of the posture of the cat or a problem with the accuracy of measurement. In the future, we will strive to improve the accuracy. Especially in the following cases, the urine volume may not be measured.


- If the cat urinate and stool at the same time in a toletta®. When the cat urinate with its buttocks raised high.
- When the stationary time in toletta® is too short
- When there is dirt or foreign substance on the sensor plate (please check the sensor part (dents at the four corners)
- When there is a problem with the placing conditions (on a rug, on an unstable floor, covering toletta®, in a cage, etc.) When the cat urine is hardly measured, please send us the detail date and time of the measurement failure togher with the corresponding data, using the inquiry form. If you use clumping litter, urine volume cannot be measured. When using toletta®, please use litter ("Non-clumping / non-crumbling / non-absorbing") that is compatible with system litter box.

Please check whether the following cases apply, in addition referring to the above QA.
- If the time between leaving and entering was short
- Whether it was immediately after the owner stirs the litter in toletta®. We are sorry that in some cases toletta® may not take videos or measure the urine volume. We will further study the data of cats behavior and keep on working to improve the measurement accuracy.

Data will not be displayed in the app in the following situations.
- Wash the toilet body with water and put it back on the sensor plate for 15 minutes.
- 15 minutes after adding or changing cat sand with the toilet body resting on the sensor plate
- When the sensor plate has foreign matter or dirt ※ Please also check the sensor part (dents in the four corners)
- When installed on a rug or on an unstable floor.
- When the toilet body is in contact with a wall, etc.
- When the cat weighs outside the range of 1kg to 10kg
- When the whole body of the cat is not inside toletta®
- When the cat's body is in contact with the wall or ceiling when entering the toilet
- When Wi-Fi is unstable
- There is a time lag of several minutes after the cat enters toletta® and is displayed in the app. Also, access may be concentrated and it may take time to reflect in the application.

In the following cases, toletta® will not be able to measure your cat’s weight correctly.
- When the cat’s stay in toletta® is too short
- When the cat's static time in the toletta® is too short (it may look like the cat is static, but the system may not judged is as static)
- When the cat weighs outside the range of 1-10 kg
- When the whole body of the cat is not inside the toletta®
- When the cat's body contacts the house wall or ceiling when in toletta®
- When Wi-Fi at home is unstable

Graphs may not be displayed temporarily because data is collected every day from 3 am to 6:30 am. Also, since there is no data to display every month on the first day of the month, no graph is displayed.

Just add more litter. However, for about 15 minutes after adding litter, toletta will not send the measuring data even in case a cat enters.

Camera, Video, Photo

If the face recognition does not work, please check if the following.

-The lens of the camera is dirty (please wipe it with a dry cloth).
-A cat was added / deleted within 1 week in the app.
-Move the place of toletta® within 1 week.
・ Did not correct the data when toletta® mis-recognized the cat / corrected after a few days
・ In the case of a cat with a dark hair color such as a black cat, the background of the installation location is dark, It may be difficult for toletta® to recognize the cat.
-The light source of the light and strong natural light are reflected in the back light

*For several days after adding a new cat, AI needs to study to recognize cats. At first, you need to identify the pictures taken by toletta® and tell AI to study.

The amount of light is necessary to recognize a cat's face even in the dark. It is not possible to adjust the brightness or turn it off. Thank you for your understanding.

A cat may be in the blind spot of the camera. Place toletta® near a wall or surround toletta® to make it easier for the cat to enter through the entrance. However, if the toletta® touches the wall, weight measurement might be affected, so please place it so that it does not touch the wall.However, if the toletta® touches the wall, it may affect weight measurement, so please place it that does not touch the wall.

As long as there is only one cat registered in the app, no matter how the appearance changes, identification will not be affected. However, if multiple cats are registered, identification may be affected, so it may be necessary for the owner to tell toletta the name of each cat every time after the data is logged on the app. (You should be able to recognize each cat by the video on the App.)

Care

Remove the camera unit from the toletta® body. The camera unit and sensor plate cannot be washed with water. The toletta® body can be washed with water. However, after washing the toletta® body with water and returning it on the sensor plate, toletta® will not measure for about 15 minutes even in case you cat enters toletta®.

If the camera lens gets dirty, wipe it gently with a dry cloth. If you still cannot remove the dirt, moisten a soft cloth with water, wring it tightly, and then wipe gently. Common wet tissues often contain alcohol and are NOT recommended as they can peel off the lens coating.

Press and hold the power switch for 1-2 seconds to turn off the power. After cleaning or moving, wait about 15 minutes before pressing the switch to turn it off or on because the power switch will be locked for about 15 minutes after cleaning or moving.

Press the power button * on the back of the light and camera unit to turn off the power, and then disconnect the AC adapter from the outlet. After moving to a new room, plug in the AC adapter. * See here for how to turn off the power.

Malfunction

まずは、こちらをご覧ください。

Please let us know the status of the problem using our inquiry form.

Parts can be purchased individually. Please let us know the necessary parts using the inquiry form.

Others

Cats are not good at dramatic environment changes, so we recommend that you gradually accustom your cat to toletta® and transit to toletta® completely.Try following steps to accustom your cat to toletta®.
- Put toletta® in the same place where the old one used to be.
- Some cats may not like the lighting of Toletta, so turn off the power and just put toletta until your cat get used to it.
- Put the cat on toletta® and have it smell.
- If you were using clumping litter, mix the litter that you were using with the litter that is compatible with toletta® ("Non-clumping / non-crumbling / non-absorbing"). Gradually reduce the amount of previous litter to mix, and finally use only litter that is compatible with toletta®.

Yes, additional purchases are possible. Please contact our support.

No, you can add the number of toletta® regardless of the number of contracted plans.

For example, now you use a toletta®️ at present : you can purchase additional toletta® for using 1 cat.

Please read here “Notes on transfer and sale/purchase of toletta” for sure.