Customer Support

Setup instructions, documentation and answers to the questions we get most. If something isn't covered, write to us — we reply within one business day.

Setup guide Downloads FAQ
Getting started

Setting up your S20

Four steps, about five minutes. No tools required and the app is optional on day one.

1

Rinse the filter cartridge

Remove the cartridge from its packaging and soak it in clean water for about two minutes. This flushes out loose carbon dust, which would otherwise cloud the first tank of water.

2

Seat the cartridge and fill the tank

Press the cartridge firmly into its housing — it should sit level with no gap at the edges. Fill the reservoir to the marked maximum line with clean water.

3

Fit the stainless steel cover

Lower the 304 steel top cover into place until it sits flush with the housing. It only fits one way; do not force it.

4

Charge and switch on

Connect the 12 V adapter through the 1.5 m braided cord and let the battery charge. Press the power button once — the pump will prime and the flow will start within a few seconds. The fountain can also be left permanently plugged in, which is the only mode in which the ultrasonic cleaning cycle operates.

GFBGFB S20 viewed from the side, showing the reservoir and drinking surface

First-run tipRun the fountain for a few minutes and discard that first tank. It clears any remaining manufacturing residue before your pet drinks.

Battery careFor the longest service life, top up the battery before it drops below 20% rather than running it flat each cycle. The indicator flashes red below 15% and shows steady green once the battery is full.

Ultrasonic cleaning needs mains powerThe self-cleaning cycle only runs while the fountain is plugged in. On battery, the S20 still filters, sterilizes with UV-C and circulates water — only the ultrasonic module is inactive.

Documentation

Downloads & resources

Everything you need in writing — setup, cleaning schedules, specifications and troubleshooting.

S20 User Manual (PDF)

Full instructions covering setup, daily use, cleaning, filter replacement and troubleshooting.

Online product manual

Browse the S20 documentation in your browser — specifications, feature detail and the setup QR code.

Pet hydration guide

How much water your cat or dog actually needs, warning signs of dehydration, and how to encourage drinking.
FAQ

Frequently asked questions

Filter, battery, cleaning and compatibility — the full list in one place.

Every two to four weeks. Each cartridge is rated to treat 1,000 L (264 gal), but the media also ages with use, so the recommended interval is driven by water freshness rather than volume alone — plan on two weeks in a multi-pet household or where the water supply is hard. The app tracks remaining filter life and alerts you before it is due. Ignoring the reminder is the most common reason fountains start to smell.
Up to 30 days in sensing mode, where the pump only runs when a pet comes within 0.8 m. Intermittent mode runs a 20-second cycle every 30 minutes and therefore draws more power per day. Either way the fountain drops into low-power sleep whenever nobody is nearby.
Sensing mode runs the pump for 20 seconds each time the radar module detects movement within 0.8 m, across 306° of coverage. Intermittent mode circulates for 20 seconds every 30 minutes regardless of activity, which can suit a shared fountain in a busy household. Sensing mode is the quieter and more economical of the two.
Yes, completely. The fountain runs on sensible defaults straight out of the box. The app is optional and adds remote monitoring, filter reminders, water-level alerts and custom flow schedules.
Ultrasonic self-cleaning handles routine hygiene while the fountain is plugged in, so daily scrubbing isn't necessary. For a deeper clean, remove the top cover and the cartridge, then rinse the steel cover, ABS parts and silicone seals in warm water with a mild detergent. Never immerse the base unit containing the electronics.
No. The ultrasonic self-cleaning cycle requires mains power and does not run on the battery. Everything else continues as normal in wireless mode — the pump circulates water, the cartridge filters and the UV-C LED sterilizes. If self-cleaning matters most to you, leaving the fountain plugged in overnight is the simplest routine.
0.1 micron. The cartridge stacks ten media layers: PP cotton and bio-cotton for physical debris, diatomite ceramic, coconut-shell activated carbon for odour and chlorine, silver-ion media, maifan stone and ATS ion-exchange resin, then high-density carbon, polypropylene felt and a washable ceramic core. Each cartridge is rated to treat 1,000 L (264 gal) and takes about five seconds to change — press the release, swap the cartridge, done, without moving the fountain or getting your hands wet.
Yes. The drinking surface is 304 stainless steel, chosen because it doesn't scratch or harbour bacteria the way plastic bowls do. All plastic housings are BPA-free food-grade ABS, and the seals, footing and tray grip are food-grade silicone. There are no painted finishes in contact with water.
A 275 nm UV-C LED runs on a timed cycle through the water path, irradiating more than 10% of the tank volume. The wavelength damages the DNA of bacteria, viruses and algae so they can't reproduce, with documented reduction of at least 99%. It complements the filter rather than replacing it — the filter removes particles, UV-C handles what the filter can't trap.
Yes. The 3.25 L reservoir and adjustable flow height suit cats, small dogs and multi-pet homes. For medium and large dogs we recommend a higher-capacity fountain, because a single visit draws more water than the reservoir can turn over comfortably. The pump runs below 30 dB, which matters for cats especially — many are put off drinking by the hum of cheaper fountains.
Check three things in order: the water level is above the minimum line, the cartridge is seated flat with no gap, and the pump inlet isn't blocked by hair. If the fountain is still silent, hold the power button for ten seconds to perform a soft reset. If that fails, contact us — a blocked or failed pump is covered under warranty.
The fountain connects over Wi-Fi, so you'll need it on a 2.4 GHz network. Switch the fountain on, open the Tuya Smart app, create an account, and follow the add-device prompt. If the fountain doesn't appear, check that your phone is on the same network and that the fountain's indicator is flashing — it most often fails because the unit is still in low-power sleep.
One main unit with pump, battery and UV-C module installed; one 304 stainless steel top cover; two 10-layer filter cartridges; one 12 V power adapter with a 1.5 m braided cord; a printed quick-start card and the full user manual. Pearl White and Matte Black ship as standard stock — pink, blue and yellow housings are produced to order.
Yes. Replacement cartridges and top covers are available separately, and we supply customers and stockists in multiple regions. Email us with your location and we'll confirm availability, pricing and lead time.
Warranty

12-month limited warranty

Straightforward cover, because a product that has to be defended by fine print isn't worth selling.

What's covered

Manufacturing defects in the pump, battery, UV-C module, housing and electronics for twelve months from the date of purchase.

What isn't

Normal wear items such as filter cartridges, plus damage from drops, immersion of the base unit, unauthorised repair or use outside the stated specifications.

Making a claim

Email support@gfbgfb.com with your order number, a short description and a photo or video of the issue. We'll respond within one business day.

Contact

Get in touch

Product questions, technical issues, spare parts, wholesale enquiries — all of it comes to the same inbox and we answer within one business day.

Response time Within 1 business day
Languages English

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Wholesale / OEM enquiriesPlease include your company name, target market, estimated volumes and required certifications so we can respond with accurate pricing.

This form opens your own email application with the message already filled in, so you keep a copy in your sent folder. You can also write to us directly at support@gfbgfb.com.