Frequently Asked Questions

A: If you have the sliding track systems, some dogs do figure out how to get the security plate out of the tracks. There are some possible solutions to the problem. Removing the sliding tracks and screwing the plate to the frame will solve the problem - but it isn't a good solution, since it eliminates the convenience of sliding tracks. Some pet parents have gotten a thicker and heavier plate to prevent their dogs from removing it. We have heard of some pet parents who added support strips to the steel cover. Some add a second cover and tracks to the outside, to make sure the dogs can't pry the door open. Also, make sure that you lock the panels with the key in addition to using the security plate. There are some very large dogs who manage to push so hard on the panels that they damage the steel locking cam. We have a Stainless Steel cam that is even stronger, give us a call at 800-749-9609 to discuss.

A: The PlexiDor closes tight to keep weather outside, but houses have ventilation and the dog house shouldn't be an exception. However if the dog house is very small, it can be a good idea to put a CO2 detector up. Always be on the safe side when it comes to our furry friends!

A: The PlexiDor is built to last, but daily use for a decade or more will wear on the parts. There is however an adjustment you can try. If your PlexiDor is still under warranty, contact us. PlexiDors manufactured prior to November 2017 have a five-year warranty, and the doors manufactured November 2017 or later have a ten-year warranty. If the panels on your door won't come to center, you can try to adjust them. Start by removing the interior frame from the house door or wall where it has been installed. Unscrew the four retaining screws in the inner frame and slide the door out of the hole. Next, remove the spring hoods. You will see a bent arm and vertical plate. Vice grip them so they can't move. Next, pull the panel to center. When doing this, you are physically bending the bent arm and vertical plate into a new position, allowing the panel to center. It may take a few tries. If this doesn't work, the most likely problem is that the aluminum is worn out at the pivot points. To fix worn-out holes, you can fill the hole with metal (weld), or epoxy, and re-drill the hole.

A: There is a spacer on the sliding-track accessory that gives a small gap between the PlexiDor and the security plate. The spacer is there to allow the flip lock to move freely, and should be left on.

A: The PlexiDor sliding track accessory is easy to install. There are screws provided with the tracks, and you just screw the tracks to the holes where you would normally attach the security plate. You won't need any additional hardware, just a Phillips-head screwdriver. Once you've screwed the tracks to the frame, remove the machine screws and nylon washers from the security plate, so it can slide down the tracks. Secure the cover with the flip lock.    

A: To stop the PlexiDor Electronic pet door from opening, you can unplug the door - or press and hold the black power button. The button is located on the upper right hand of the pet door frame. To resume normal function, plug the door back in, or press the black power button again. Don't hesitate to contact us with your questions - customer service is available on phone 1-800-749-9609 Opt 3.

A: The keys for the PlexiDor Electronic pet door are sturdy and can last for 8-10 years, but the actual time will depend on the pet wearing the key. The key we know of that has lasted the longest is from an install in 2008, so 11 years as this is written. There aren't any moving parts in the keys, just a microchip to be read by the door, so as long as the plastic cover is intact, the key usually keeps working. Many dogs rub, scratch, and chew, which shortens the life of the key. Over time the plastic wears at the seams, allowing moisture to enter and damage the chip. Some multi-pet households experience problems with the dogs chewing each other's keys. We offer a chew-proof key as an option. It's made with a Lexan cover - the same material that's used in bullet proof glass. The Lexan shell protects the plastic and the chip inside. Give us a call at 1-800-749-9609 for more information!

A: There isn't currently an accessory to make the PlexiDor stay open, but it is easy to prop the panels up through wedging something between the frame and the panel. There are stay-open hooks available for the commercial line of pet doors - BiteGuard KennelPlex - but the PlexiDor frames don't have pre-drilled holes for the hardware. Most pet owners want the door to close once the pet is through. If you know you'd want to keep the panels open often and maybe for long periods of time, call us at 1-800-749-9609. It would be possible to use the hooks, assuming you're willing to drill a hole in the frame to attach them.

A: The PlexiDor wall model has an aluminum tunnel through the wall, and to some extent this material will get cold or hot, depending on location and weather. We haven't had any complaints about it getting too warm, but some dogs don't like to go through the tunnel if it's too cold - luckily this is a problem that can be solved. The PlexiDor aluminum wall tunnel covers the bottom, sides, and top of the hole through the wall. Aluminum has many advantages - it is durable even in extreme conditions and it doesn't rust, warp, or crack. It can however get cold and slippery. Most dogs don't care about that - they walk on the cold ground outside - but if temperature is a problem, the easiest solution is putting a piece of carpet or rubber matting on the aluminum. Another option is putting a PlexiDor Awning above the door, to keep sun, sleet, and rain away. The awning is available in white or bronze, sizes large, medium, or large/extra large.

A: It is very rare for the PlexiDor pet door to freeze shut, but it can happen in extreme cases when there is a combination of cold and condensation. Make sure the installation hole has sufficient insulation. You may want to add foam weather seal on the back of the pet door frame, to get a barrier between the frame and the door or wall where it's installed. If the door still freezes shut, you can use heat tape on the frame. Your local hardware store will know which products are safe to use. Put the tape across the bottom of the dog door frame. If the door still freezes at the top, put heat tape all the way up the sides and across the top as well. If possible, it's best to put the tape on the backside of the frame - that way your cat or dog won't be tempted to play with it. Cold in itself is unlikely to freeze the door shut - the problem comes from the combination of low temperatures and humidity. If the door is located close to a dryer vent, you may need to wipe it off after running the dryer. If there is high humidity indoors, a dehumidifier can help reduce condensation.