PETKIT Pura Max 2 — Region-Lock

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I purchased a PETKIT Pura Max 2 (model P9902) in China while living there. It worked perfectly. However, after I relocated to Uzbekistan, the unit became completely unusable because of a hidden regional lock enforced by PETKIT’s servers.

There was no warning on the packaging, manual, or product page that this device would stop working abroad. I paid $250 in airport oversized baggage fees to bring it safely, only to find it blocked after connecting to Wi-Fi.

What Happened

Once I powered it on in my new home, the PETKIT app displayed an error:

“Region restriction — this device cannot be used outside mainland China.”

The device stopped functioning entirely, even for basic cleaning cycles.

All control depends on the PETKIT app, which refuses to connect.

What I Did

I contacted PETKIT Support multiple times, sent:

• Photos of the device and nameplate (S/N: 20250823T31693)
• My account details

Their representative (Kathie) replied that they cannot unblock the device because “the system automatically enforces regional restrictions.” They admitted it’s a server-level lock and that support has “no tools to override or remove it.”

I asked for escalation to engineering — they refused, saying the block is “permanent and automatic.”

PETKIT’s Official Reply

“The system is designed to automatically enforce regional restrictions for compliance and technical reasons. Once the system detects the device is operating outside its designated region, the blocking is triggered automatically… we do not have access or tools to override it.”

So, the company can remotely deactivate a product you own based solely on your location.

Why This Is a Consumer Rights Issue

• PETKIT never disclosed any regional restriction before purchase.
• Customers are not warned that the product will stop functioning abroad.
• PETKIT refuses to offer migration, unbinding, or any technical solution.
• The device remains perfectly functional but software-blocked by region.

This practice is misleading and anti-consumer — it violates transparency and reasonable use principles. I bought this product in good faith, expecting it to work like any other smart appliance.

What I Ask PETKIT to Do

• Publicly disclose regional restrictions for all models sold in China.
• Allow server migration or manual unblocking for verified customers who relocate abroad.

• Provide compensation or trade-in options for affected customers.

Evidence

• Photos of the device, serial number, and box https://consumerrights.wiki/images/c/ce/Photo_2025-10-06_22-11-03_%283%29.jpg https://consumerrights.wiki/images/5/59/IMG_2972.JPG
• Email correspondence with PETKIT support (Ticket: ud:00cd22c0) File:Gmail print.pdf

Conclusion

This situation highlights a serious issue: PETKIT can remotely disable a legally purchased product without any notice or technical justification to the customer.

If you are considering buying PETKIT products (especially from China or Taobao sellers), beware — they might stop working as soon as you leave mainland China.