Pick the right topic. We'll work out step by step what your TREVI needs right now.

Is the pump connected to the socket via the original adapter? Or are you using a phone charger or a USB port on a laptop or power strip?

Your pump needs the right power supply to run reliably. Other chargers aren't always suitable – then the flow stops or is weaker. If you can't find your adapter any more, you can reorder the original adapter here.

Your TREVI is ideally filled with 2.5 to 2.8 litres of water.

Fill the fountain with 2.5 to 2.8 litres of water. If there's too little water, the pump switches off to protect itself.

Sometimes an air bubble collects under the insert. The pump then doesn't detect that there's enough water. Briefly lift the insert, let the air escape and put it back.

A new filter needs a little time to soak up water, so at first it can slow the flow slightly. Take it out to test. If the water flows again, you can put it back in later. Your TREVI also works without a filter – the flow is then a little stronger.

Clean and descale the pump using these instructions.

Here's how to get your pump clean again:

1. Unplug it and take out the pump together with the cable.
2. Remove the large plastic cap with the filter holder.
3. Take off the small cover inside.
4. Carefully pull out the small propeller. Tweezers can help if needed.
5. Soak all parts in vinegar essence or descaler for about 30 minutes.
6. Rinse everything thoroughly with clean water and put the pump back together.

Finally, check the magnetic strip on the propeller: it should be completely black again. Prefer to watch the steps? You'll find the instructions as a video and as a PDF.

If the flow gets weaker over time, it's usually limescale on the propeller's magnetic strip. A thorough clean and descale often does the trick.

Here's how to get your pump clean again:

1. Unplug it and take out the pump together with the cable.
2. Remove the large plastic cap with the filter holder.
3. Take off the small cover inside.
4. Carefully pull out the small propeller. Tweezers can help if needed.
5. Soak all parts in vinegar essence or descaler for about 30 minutes.
6. Rinse everything thoroughly with clean water and put the pump back together.

Finally, check the magnetic strip on the propeller: it should be completely black again. Prefer to watch the steps? You'll find the instructions as a video and as a PDF.

A little care tip in between

Take out the pump and let it run for about 15 minutes in a bowl of water with vinegar essence. If you do this regularly, you'll often need to take it apart less often.

If the magnetic strip is still grey or has a light coating, there's still some limescale left. Soak the propeller longer in vinegar essence or descaler until the strip is completely black again.

It shows that the pump isn't detecting enough water or that the propeller can't turn freely. Often it's enough to top up the water or to clean and descale the pump. Let's go through the steps together.

Fill your TREVI with a total of 2.5 to 2.8 litres of water. The pump should be completely covered with water.

Briefly lift the ceramic insert so that any air bubble underneath can escape. Then put it back.

Limescale or cat hair can stop the propeller from turning freely. Here's how to clean and descale the pump:

Here's how to get your pump clean again:

1. Unplug it and take out the pump together with the cable.
2. Remove the large plastic cap with the filter holder.
3. Take off the small cover inside.
4. Carefully pull out the small propeller. Tweezers can help if needed.
5. Soak all parts in vinegar essence or descaler for about 30 minutes.
6. Rinse everything thoroughly with clean water and put the pump back together.

Finally, check the magnetic strip on the propeller: it should be completely black again. Prefer to watch the steps? You'll find the instructions as a video and as a PDF.

Normally you'll mainly hear a gentle trickle; the pump runs at under 35 dB. If it hums, gurgles or clicks more, it may be drawing in air. Topping up the water or cleaning the pump often helps.

Take another calm look at these three points:

• Is the propeller fully back in the pump?
• Is the small cover firmly in place?
• Is the plastic tube firmly attached to the pump?

There's a small plastic part inside the old tube. Pull it out – it's already built into the new replacement pump. The tube will then fit onto the new pump. If your tube is damaged, you can reorder a new plastic tube.

A small adjustment can often make a big difference:

• Is the rubber stopper firmly in the opening of the insert? If it's damaged, you can get a new rubber stopper here.
• Is the plastic tube fully attached to the pump and inserted into the insert? If you need a replacement: plastic tube.
• Is the pump standing straight? Place the insert straight down from above without pushing the pump to the side.
• Is the insert sitting straight in the bowl?
• Is water spilling over the edge? Take out some water. The pump should still be completely covered.
• Does your cat like to explore the water with its paw? That can also leave some water next to the fountain.

Fill the bowl with water without the insert and pump and place it on a dry kitchen towel. Wait about an hour. This shows whether water might be seeping out through a fine crack.

Is the towel wet afterwards?

You can reorder the ceramic parts individually, so your TREVI can keep bringing your cat joy.

• Water bowl: €45.00
• Ceramic insert: €35.00

Plus shipping. Let us know via the contact form which part you need. For the water bowl, please also tell us the colour.

The colour and glaze of every TREVI are applied by hand. During firing, small inclusions (known as pinholes) or slight colour variations can occur. These are typical of handmade ceramics, don't affect how it works and make every TREVI a little unique.

This routine keeps your TREVI clean:

• Every 2 days: change the water and rinse the bowl and insert.
• Every week: clean the pump and filter.
• About every 2 months: replace the filter.

If several pets share the fountain, it's best to clean it a little more often.

Here's how to get your pump clean again:

1. Unplug it and take out the pump together with the cable.
2. Remove the large plastic cap with the filter holder.
3. Take off the small cover inside.
4. Carefully pull out the small propeller. Tweezers can help if needed.
5. Soak all parts in vinegar essence or descaler for about 30 minutes.
6. Rinse everything thoroughly with clean water and put the pump back together.

Finally, check the magnetic strip on the propeller: it should be completely black again. Prefer to watch the steps? You'll find the instructions as a video and as a PDF.

Take the pump out first. It's cleaned by hand: [[care_pump|How to clean the pump]].

With hard water, limescale builds up in the pump more quickly. In that case you can use filtered water or still mineral water, or descale the pump a little more often.

Cat saliva, food scraps and dust can leave a light film – just like in any open water bowl. Change the water every 2 days, rinse the bowl and insert, and clean the pump once a week. A spot a little away from the food bowl helps too.

Rinse the filter during the weekly clean and replace it about every 2 months. The 12 filters included will last around 2 years. When you need more, you'll find the replacement filters in a pack of 12 in our shop.

From the filter to the water bowl: you can reorder many parts individually.

Plus shipping. So you get the right part, please tell us for the pump and adapter whether your pump has a USB or USB-C connection. For the water bowl, we need the colour you'd like.

[[e_tip|Your new pump doesn't fit the tube?]]

Some cats like to check out new things calmly first. Give your cat a few days to get to know its TREVI. A few treats on the rim and some gentle praise as it comes closer can help it link the fountain with something nice. Whether it later drinks from the bowl or right at the bubbling water is up to your cat – both are completely fine.

We hope your cat enjoys drinking from it – and you enjoy the gentle trickle. Is there anything else we can help you with?

Still need help? Write to us via the contact form. So we can help you as quickly as possible, please send us:

• a short video of the connected pump in the water, without the ceramic insert
• a photo of the pump
• a photo of the magnetic strip after descaling
• a photo of the adapter in the socket
• your order number

Your TREVI comes with a 2-year statutory warranty.

Write to us via the contact form and please send us:

• a close-up photo of the affected spot
• a photo of the whole part
• your order number

That way we can get a clear picture and find the right solution together.

We're sorry – that's not how it should have arrived. Write to us via the contact form with your order number and a short description. We'll get back to you and help you out.

Please have these photos ready. You can send them to us as soon as we've been in touch:

• a close-up of the damaged spot
• the whole part
• the shipping box

Write to us via the contact form and please send us:

• a photo of the complete setup
• a photo of where the water is leaking
• your order number

We'll look into everything and get back to you.

Let us know via the contact form which part you need. For the water bowl, please tell us the colour, and for the pump or adapter the connection: USB or USB-C. You'll receive an invoice by email. As soon as your payment has arrived, we'll send your spare part on its way.

Tell us briefly via the contact form what you need help with and include your order number. We'll get back to you as soon as we can and are happy to help.