Let's get you and your pet moving again.
Find a quick answer below or send us a note. Tell us your device, app version, and what you expected to happen; please do not send sensitive health records.
Activity and Connection
Why are my steps missing?
Check that the correct health permissions are granted, the device has synced recently, and the app is showing the intended local day. Reopen the app and review the What counted view for source and last-sync time. If data is still missing, contact support with device model and approximate time; do not send raw medical records.
Does strength training count?
Eligible non-step active energy may add Care Points when a trustworthy workout record is available. It does not increase your measured step count. The app should exclude overlap with walking/running activity and show the separate contribution.
Do I need an Apple Watch?
An Apple Watch is not required for measured phone steps when the connected health platform supplies them. Some workouts and energy data depend on what a compatible device or app actually records and what permissions you grant.
Does Android use Google Fit?
The intended Android integration uses Health Connect where supported, with permission to read relevant data written by compatible apps or devices. Available data depends on your device, installed services, and permissions. The app must show a clear setup or unsupported-state message rather than implying universal access.
Pet Care and Daily Rules
What happens if I miss a day?
Under the proposed standard rule, a confirmed missed care day ends that pet's survival run. The app should first allow delayed health data to reconcile and check connection problems. Your pet's story stays available, and you can choose another companion. Confirm the final launch rules in the app.
Can I change my pet or goal?
Your personal care goal should be adjustable within the app's published rules. Choosing a different species begins a new pet chapter unless a specific supported handover or switching flow says otherwise. The app must explain consequences before confirming.
Can a friend adopt my pet?
The planned voluntary handover requires an accepted friend to explicitly accept. The pet keeps its history, while your private health records remain yours. (Marked Planned until released).
Plans and Purchases
Is there a free option?
The core experience is designed to include a free pet and basic daily care. Check the in-app plan screen for the exact currently available features and species.
How does the trial work?
A three-day introductory trial may be shown to eligible accounts if configured for that plan in the relevant store. The app must show the current localized price, renewal period, trial end, and billing terms before confirmation. Eligibility is determined by the store; availability can vary.
How do I cancel or restore?
Manage cancellation through the store account used to subscribe. Use Restore purchases in the app after reinstalling or switching devices with the same store account. If access is still wrong, contact support and include the purchase platform and non-sensitive order reference. Never request a password or full payment card number.
Will my pet die if Premium ends?
No. An expired subscription must not end a pet's survival run or prevent basic care. Premium-only features may become unavailable under the published entitlement rules.
Friends, Notifications, and Privacy
What can my friends see?
Your pet is private by default. Sharing requires a friendship and separate permission for the specific pet information made visible. Exact steps, workouts, calories, and location should remain private by default. Check the in-app privacy controls for the released feature set.
Can I change reminders?
Yes, when notifications are released, their timing and categories should be configurable. Also check the device's notification permission and quiet-hours settings. Reminder behavior should account for recent activity and delayed sync.
Can I delete my account?
The app provides immediate in-app account deletion under Settings → Privacy Controls → Delete Account & All Data. Upon confirmation, your profile, authentication records, companion data, care histories, friend links, and pending invites are permanently purged.
If you uninstalled the app, see our Privacy Policy Deletion Instructions or submit a ticket below via Contact Support.
Frequently Asked Questions
Does the app track my location?
Location is not required to calculate care from steps and eligible workouts. Do not request or imply background location access unless a future optional feature has a specific, disclosed reason.
Can I connect without sharing contacts?
Yes. Contact access should be optional. Invite by link or code without granting address-book access. If contact discovery is offered, ask for separate permission and explain exactly how selected contacts or verified numbers are matched.
Are Care Points the same as calories or steps?
No. They are an internal score used for pet care. The app should always label measured steps and eligible active calories separately.
Where can I report an accessibility issue?
Use the contact form below, select Accessibility, and describe the screen and assistive technology involved. We should reply with an actionable next step rather than a generic acknowledgement.
Tell us what happened.
We will use your message to investigate and respond. Please avoid including passwords, full payment details, or sensitive health records.
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