Support

Common questions

How do I restore a subscription on a new phone?

Sign in to the same Petwellio account. A subscription belongs to the account it was bought from, so Pro comes back with your records, whatever Apple Account the new phone uses. If it doesn't appear straight away, tap Restore purchases on the subscription screen or in Settings → Subscription.

The app says my subscription belongs to another account.

The subscription on this phone's Apple Account was bought while you were signed in to a different Petwellio account — for example one created with another sign-in method. Sign in to that account to use it. A subscription can't be moved between accounts; if you no longer use the other one, cancel the subscription in iOS Settings → your name → Subscriptions, and subscribe from this account once the current period ends.

How do I switch between monthly and yearly?

Settings → Subscription → Change plan or cancel. That opens Apple's own subscription sheet, which is the only place a plan can be changed or canceled.

How do I cancel?

The same sheet, or iOS Settings → your name → Subscriptions. Canceling stops the next renewal; the subscription stays active until the end of the period you have paid for.

Reminders aren't arriving.

Check iOS Settings → Petwellio → Notifications. If notifications are off there, the app says so on the medication screen and offers a shortcut to that page. Reminders are scheduled on the device, so a medication added on another phone starts reminding once you open the app on this one.

Photos don't show on my other phone.

A photo uploads from the phone that took it once that phone is online, and another device fetches it when you open it — until then it shows a thumbnail with a cloud icon. Open the app on the first phone with a connection and give it a moment.

How do I delete my account and my data?

Settings → Delete account, also available on the subscription screen and during first-run setup. It deletes the account, everything synced to it including photos, and this device's copy.

I deleted my account while subscribed.

Deleting the account doesn't cancel the subscription — Apple bills it — and it can't be moved to a new account. Cancel it in iOS Settings → your name → Subscriptions. If you were charged after deleting the account, you can ask Apple for a refund at reportaproblem.apple.com, or write to us and we'll help.

Can the app tell me what's wrong with my pet?

No. Petwellio records what you observe and puts it in an order a veterinarian can read quickly. It does not diagnose, and it is not a substitute for veterinary care.