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I think they say it's safe for up to 20 chicks, but that must be day old chicks!! I have 8 chicks, and by the time they were 4 weeks old, they barely fit under the plate. Worked out well though, they were ready to give up the heat plate anyway. I'm glad the heat plate worked out for you!!

I should have mentioned that I kept my plate at an angle also, higher in the front and sloping to the rear.

You may want to call their support line to see if they can help you. I assume they have a help line?

I have that same model, and I could hold my fingers on the plate without issue. It was warm, but not hot. I was afraid that mine wasn't hot enough, but the chicks would huddle underneath of it and have thrived. I kept the heat plate at the height where the plate was at their back level. I...