Help & Customer Support

How can we help you & your dog?

Whether you have a question about caregiver sharing, custom routines, or managing your subscription, our team is here for you.

Direct Email Support

Reach us anytime at [email protected].
We typically respond within 24 hours (and often in under 2 hours during business hours).

Email Support Team

🐾 Getting Started & Adding Dogs

How do I add or switch between dogs?

Tap on your dog's name or photo at the top of the Today dashboard to switch pets or tap "+ Add Dog" to set up a new profile. You can store photo avatars, breed, date of birth, weight records, and microchip IDs.

Can multiple caregivers access the same dog?

Yes! That is the core purpose of SharedDog. Head to the Profile > Family & Sharing tab, tap + Invite Caregiver, enter their email address, and pick their permission level.

👥 Caregiver Roles & Permissions

What is the difference between caregiver roles?

  • Owner: Created the dog profile. Has full control, manages subscription, can invite members, and can transfer ownership.
  • Full Access: Can log activities, edit anyone's logs, and manage routines and activities.
  • Basic: Can log activities and edit or delete their own logs.
  • Read Only: Can see the dog's profile, activity timeline and schedule, and change nothing.

⏰ Routines, Schedules & Reminders

How do daily routine reminders work?

In the Schedules & Routines screen, you can configure morning/evening walks, regular feeding times, and medication. When a scheduled routine is due, push notifications alert household members. Once any caregiver logs the activity, the reminder automatically clears across all devices!

💳 Subscriptions, Free Trials & In-App Purchases

How does the 14-day free trial work?

Every new user gets a full 14-day free trial on every plan (Pup Essentials & Household Plus). You have access to all multi-dog and caregiver features. If you cancel at any time before the 14-day trial ends, you will not be charged.

How do I cancel or manage my iOS App Store subscription?

Subscriptions purchased through the Apple App Store are managed directly by Apple. You can cancel or change your plan at any time with these steps:
  1. Open the Settings app on your iPhone or iPad.
  2. Tap your Name / Apple ID at the very top.
  3. Tap Subscriptions.
  4. Tap SharedDog.
  5. Tap Cancel Subscription (or Cancel Free Trial).
If you cancel, you will maintain full access until the end of your current billing period.

How do I request a refund for an App Store purchase?

Because Apple manages App Store transactions directly, refund requests must be submitted through Apple's portal at reportaproblem.apple.com. Sign in with your Apple ID, find your SharedDog purchase, and choose "Request a refund".

🔒 Privacy, Data & Account Deletion

How do I delete my account and all associated data?

We believe in full user autonomy and GDPR compliance. You can delete your account and all associated pet records directly inside the app: go to Settings > Data & Privacy > Delete Account. Alternatively, you can email [email protected] or [email protected] with the subject "Delete My Account" and we will delete your data within 30 days, as described in our Privacy Policy.