Help with PetPacket

Getting in touch

The quickest way is the contact form— it comes straight to us and you don’t need to open a mail app to use it. If you’d rather email, write to hola@mypetpacket.com.

PetPacket is made by a small team, so expect a reply within two working days rather than within the hour. If something is broken and blocking you, say so in the first line and it goes to the top of the pile.

Three things make a bug much faster to fix, if you have them to hand: your iPhone model, the iOS version you’re on, and what you tapped just before it went wrong. A screenshot beats all three.

Records missing on another device

First thing to check, because it’s the usual answer: are you signed in with Apple on both devices?Sync is what carries records between your iPhone and your iPad, and it runs on your Apple ID — not on your subscription. It works the same on the free plan as it does on Premium, so if records aren’t moving, the subscription isn’t the thing to look at.

Records sync through your own private iCloudrather than through our servers, which means a missing pet is almost always iCloud rather than the app. Check that both devices are signed into the same Apple ID, and that iCloud is switched on for PetPacket in your device settings. Sync also needs a network — if iCloud is unreachable, the app carries on with local storage and catches up later, so a pet added on a plane won’t appear elsewhere until the device is back online.

If all that looks right and a pet is still missing, get in touch before re-entering anything. Deleting and reinstalling to force a sync is the one thing that can cost you data.

Restoring a subscription

Premium is tied to the Apple ID that bought it, not to PetPacket. On a new phone — or after a reinstall — use Restore purchases in the app while signed into that same Apple ID, and it will come back without paying again.

Billing, renewals and cancellations are handled by Apple, so those live in your App Store subscription settings rather than in PetPacket. We cannot see your payment details or issue refunds — Apple handles refund requests directly.

If a restore doesn’t bring Premium back, write in with the Apple ID email you purchased with and we’ll work out what happened.

Adding vaccine records and documents

Vaccines, medications, feeding plans, contacts and documents are all added per pet, and each one can carry a photo or a PDF — a vaccination card photographed at the vet counter is the usual case. Once a record has an expiry date, the app watches it and surfaces the certificate that is about to lapse before it becomes a problem at drop-off.

There’s no bulk import from another app or from a vet portal at the moment. If that’s what you were looking for, tell us which app or portal you’re coming from — that’s genuinely useful for deciding what to build next.

Sharing a packet

A packet exports as a clean PDF, which is the point: the sitter, the kennel or the vet doesn’t need PetPacket installed, an account, or a login. Send it by message, AirDrop, or email and it opens in whatever they already use.

If you share a pet with a family member through Apple’s own sharing, you stay in control of who has access and can stop sharing at any time. There’s a plain-language breakdown of what that means on Data We Store.

Your data and your account

Your pets’ records live on your device — and, if you’re signed in, in your own private iCloud. We do not receive a copy on our servers either way, which also means we cannot recover records for you. Your backup is your device backup, or iCloud if you’re syncing.

You can sign out and delete your app data from within the app’s settings. Deleting your PetPacket data does not touch your Apple ID.

The full detail is in the Privacy Policy, which names every analytics event we send, and the Terms of Use. If you hit an accessibility barrier, the Accessibility statement says where to report it.

One thing worth saying plainly: PetPacket helps you organise and share information. It’s not a substitute for a vet. For anything medical, ask a qualified one.