Support

Talk to us

hello@petpilot.io — for bugs, feature requests, account deletion, data export, or anything on the privacy page. Please say which platform you're on (iPhone, Android or the browser) and, if something went wrong, roughly when.

Getting started

1. Create the account at app.petpilot.io — it works in any browser, and the same login carries over to the phone apps.
2. Add a pet. Name and species are the only required fields; breed, birthday, microchip and passport number make the rest of the app smarter later. A profile photo is what the camera-roll search matches against, so pick a clear one of the animal's face.
3. Save “Home” as a place and pair the collar tag from Walk settings. That's the pair of things automatic walk tracking is built on.

Automatic walks aren't starting

Work down the list — it's almost always one of these:

• Is the tag paired to that pet? The tag is a hard requirement. Without one in range, nothing is ever auto-recorded. Walk settings shows the paired tag and can beep it, so you can confirm you paired the right one.
• Is the tag broadcasting an iBeacon UUID? Detection with the app fully closed needs one. You enter it in Walk settings. Without it, detection is only reliable while the app is open.
• Is location set to “Always”? “While using the app” is not enough for background detection, and neither is precise location being off.
• Are you actually leaving a trusted place? Nothing arms while you're inside one — that's deliberate. If your saved “Home” radius is huge, you may be walking entirely inside it.
• Did you drive? Vehicle speed suppresses detection on purpose, and a drive at the end of a walk is trimmed from the route.

Walks → Auto-detect diagnostics shows what the detector currently believes: whether the tag is in range, whether you're inside a trusted place, and what the last state change was. That screen is the fastest way to tell us what's happening — a screenshot of it is worth a long email.

The photo search found nothing

• It needs a profile photo of the pet to match against. A clear, front-facing photo works far better than a distant one.
• The scan works through 1,000 photos at a time, newest first. On a large library, tap Find moreagain — it resumes exactly where it stopped, and photos taken since the last scan are always checked first.
• Camera-roll scanning is a phone feature. In a browser you can still add photos, but there's no roll to sweep.

Mail sent to my PetPilot address didn't arrive

Your address is i+<your-alias>@petpilot.io and you can copy it from Profile. Send from any address you like — forwarding a clinic's invoice works the same as having it sent directly. Attachments over the size cap are dropped and the message says so. If a bill arrived but no expense appeared, open the message: extraction only runs on the attachment, or on a bill behind a link the mail contains.

Which features need the phone app

The web app at app.petpilot.io holds the same account and the same record. What it can't do is anything that needs the phone itself: camera-roll AI search, Bluetooth tag pairing, geofenced walk detection, the biometric lock, document scanning, and notifications. Those are the reason the phone builds exist.

Export or delete everything

The medication log exports as CSV from the Health screen. For a full export of everything else, or to have the account and all its files deleted, write to hello@petpilot.io. Deletion is permanent and takes the pets, documents, photos and walks with it.