Support

Questions, bugs, or just stuck? Email support@mypetlogger.com. We usually reply within 2 business days.

Before you email: most issues fall into one of the categories below. The answer might be faster than a back-and-forth.

Restoring purchases

If you previously subscribed to Premium (or bought Lifetime) and don't see it on a new device or after reinstalling:

1. Open MyPetLogger.
2. Go to Settings → Premium, or open the Premium screen.
3. Tap Restore Purchases.

Make sure you're signed in to the same Apple ID that made the original purchase. Family Sharing purchases are also restored this way if the original buyer shares them.

Walks aren't tracking in the background

Walk tracking uses GPS, so iOS needs permission to read your location even when the screen is off. If your walk stops recording when you lock the phone:

1. Open iOS Settings → MyPetLogger → Location.
2. Set access to Always.
3. Turn on Precise Location.
4. Check iOS Settings → General → Background App Refresh is enabled for MyPetLogger.

On the Apple Watch app, make sure the watch has a GPS signal (outdoors works best) and that the workout is actively running.

iCloud sync between devices

MyPetLogger can sync your pet data across your own iPhone, iPad, and Mac via iCloud. If devices aren't matching up:

• Both devices must be signed in to the same Apple ID.
• iCloud Drive must be on in iOS Settings → [your name] → iCloud.
• Inside MyPetLogger, open Settings → iCloud Sync and turn it on.
• The first sync can take several minutes depending on how many pets and photos you have. Leave the app open and on Wi-Fi.

Note: MyPetLogger syncs to your own private iCloud database. We don't see your data, and we can't recover it if you disable iCloud and then lose the device. Keep at least one device with the data until the new one has synced.

Apple Health / HealthKit

Walks can be written to Apple Health as workouts. If they aren't appearing in Health:

1. Open iOS Settings → Health → Data Access & Devices → MyPetLogger.
2. Enable Turn All Categories On (or at least Workouts, Active Energy, and Route).
3. In the app, open Settings and make sure Sync Walks with Apple Health is enabled.

Cancelling a subscription

Subscriptions are billed and managed by Apple — we can't cancel them on our side.

1. Open iOS Settings.
2. Tap your name at the top of the list.
3. Tap Subscriptions.
4. Select MyPetLogger, then Cancel Subscription.

You'll keep Premium access until the end of the current billing period.

Refund requests

Refunds are also handled by Apple, not us. Visit reportaproblem.apple.com, sign in with your Apple ID, find the MyPetLogger purchase, and request a refund. Apple reviews these case-by-case.

Lost data

Because MyPetLogger stores your data on your device, if you delete the app without iCloud Sync on (or without an iOS/iTunes backup), the data is gone. A few things to check first:

• If iCloud Sync was on, reinstall the app and sign in to the same Apple ID — the data should come back.
• Check iOS Settings → General → iPhone Storage → MyPetLogger. If the app is "Offloaded", reinstalling keeps the data.
• Restore from an iCloud or Mac/PC backup made before you deleted the app.

If none of the above work, email us — we can't recover the data (we never had it), but we can walk you through any remaining options.

Reporting a bug

When emailing about a bug, please include:

• Your iPhone / iPad model and iOS version (Settings → General → About).
• The MyPetLogger version (shown at the bottom of Settings inside the app).
• A short description of what you did and what happened.
• A screenshot or screen recording if possible.

Feature requests

We read every email. Feature suggestions are welcome at support@mypetlogger.com. We can't promise to build everything, but popular requests shape the roadmap.

Contact

LC&V Systems LLC · support@mypetlogger.com · lcvsystems.com

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