Important Notice Regarding CATLINK W02 Pure 2 Water Fountain – Temporary Cloud Connectivity Issue
Dear CATLINK Community,
We are reaching out to inform you about a temporary technical issue currently affecting certain CATLINK W02 Pure 2 Water Fountains.
Since June 2026, a small number of devices have experienced difficulties connecting or reconnecting to the CATLINK App. We understand how frustrating this can be, and we want to be transparent about what is happening and what we are doing to resolve it.
What caused this issue?
After a thorough investigation, our engineering team has identified the root cause: a technical adjustment within our cloud service provider's international cloud infrastructure has disrupted the communication channel between the W02 device and the CATLINK App.
We want to emphasize that this is not related to your Wi-Fi network, router, or smartphone. Resetting or re-pairing the device will not resolve the problem at this stage.
What we are doing about it
Our team is working closely with the cloud provider as the highest priority. We are making steady progress and currently expect the necessary adjustments to be completed within approximately one week.
How does this affect your device?
If your W02 fountain is still dispensing water normally, you can continue using it without the app. Please be aware that during this period, certain app-based features — including drinking statistics, water level notifications, and filter replacement reminders — may be temporarily unavailable. We kindly ask you to manually check the water level and filter status until full functionality is restored.
Our goodwill offer to you
For devices affected by this known cloud issue since June 2026 and otherwise operating normally, we are offering two goodwill options. Please choose the one that best suits you:
| Option | Details |
|---|---|
| 1. Free Return & Full Refund | If you prefer not to wait, we will arrange a prepaid return label and issue a full refund upon receiving the product. |
| 2. Wait & Receive a €30 Voucher | If you are willing to wait approximately one more week for the connection to be restored, we will send you a €30 CATLINK voucher as a token of our apology. This voucher can be used on any CATLINK product. |
How to respond
To select your preferred option, please reply to our email with one of the following:
-
"W02 – Return"(for a full refund) -
"W02 – Wait"(for the €30 voucher)
To verify your eligibility, please also include:
-
Order number
-
Name and email address used for the order
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Place of purchase / sales platform
-
A photo of the QR code showing the serial number and MAC address
Please note that only one goodwill option can be selected per device. Any other technical defects unrelated to this cloud issue will continue to be handled through our standard warranty process.
Our sincere apology
We truly apologise for the inconvenience this has caused. We value your trust and loyalty, and we are doing everything we can to restore full service as quickly as possible. Your patience and understanding mean a great deal to us.
If you have any questions, please do not hesitate to contact our support team at:
CATLINK-EU Team
CLS DAFA GmbH
Email: support@catlinkeu.com
Phone: +49 (0)7251 5098806
Thank you for being part of the CATLINK family.
Kind regards,
CATLINK-EU Team
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