Support

The fastest way to reach us is by email. We aim to reply within 1 to 2 business days.

How do I book a facility?

Open the Facilities tab, tap a facility to see available slots, pick a 30-minute window, and confirm. You must be linked to an apartment community to see facilities.

Can I cancel a booking?

Yes. Open the Bookings tab, tap the booking you want to cancel, and tap Cancel booking. Cancellations must be made before the booking’s start time.

I don’t see any facilities.

Your account isn’t linked to an apartment community yet. Go to Profile → Apartmentand enter your apartment code. If you don’t have a code, ask your community administrator or email us.

Booking shows an overlap error.

Another resident has already booked that slot. Pick a different time. Bookings are first-come, first-served.

What does a subscription unlock?

A premium subscription unlocks Pet Health Chat, Lab Report scanning, higher AI quotas (Breed Identity and Emergency Triage), priority booking, and advanced health tracking. Subscriptions are per pet: each pet has its own subscription.

Do I need a subscription for Breed Identity or Emergency Triage?

No. Both work without a subscription, with a lower monthly quota:

• Breed Identity: 3 scans per month free, 5 per month with premium.
• Emergency Triage: 1 assessment per month free, 5 per month with premium.

Quotas reset on the 1st of each month (India Standard Time).

How do I subscribe?

On iOS, subscriptions are processed through Apple’s in-app purchase system. Open Profile → Subscription and tap Subscribe.

How do I cancel my subscription?

Subscriptions purchased via Apple must be cancelled through your Apple ID: open the iOS Settings app → your name → Subscriptions, then select KlubCanine and tap Cancel Subscription.

We cannot cancel Apple subscriptions on your behalf. Apple controls this.

Can I get a refund?

Refunds for purchases made via Apple are handled by Apple. Visit reportaproblem.apple.com to request a refund.

How do I restore my subscription on a new device?

Open Profile → Subscription and tap Restore purchases. Sign in with the same Apple ID used for the original purchase.

Which sign-in methods are supported?

Email & password, Google, Apple, Phone OTP (SMS), Facebook, Instagram, and Twitter. You can sign in with any of these; your pets, bookings, and subscriptions are tied to the email address on your profile regardless of method.

How do I reset my password?

On the Login screen, tap Forgot password?and enter your email. You’ll receive a reset link. If you signed up using Google, Apple, phone OTP, or a social provider, you don’t have a password to reset. Use the same method to sign back in.

How do I enable Face ID / Touch ID?

Go to Profile → Security → Biometric Setup. You’ll need to set a backup PIN first.

I forgot my PIN.

After several failed attempts, the app will log you out. Sign in again with your email, phone, or social account, then set a new PIN from Profile → Change PIN.

How do I change my phone number or email?

Open Profile and edit the relevant field. Some changes require verification (OTP for phone numbers, confirmation link for email).

How do I delete my account?

Go to Profile → Delete Account. This permanently removes your profile, pets, bookings, and subscription. Active Apple subscriptions are cancelled automatically. Deletion is immediate and cannot be undone.

Are AI responses medical advice?

No.KlubCanine’s AI features (Pet Health Chat, Emergency Triage, Breed Identity, Lab Report scanning, Vaccination scanner) are for informational purposes only and are not a substitute for professional veterinary care. Always consult a licensed veterinarian for medical concerns.

What are the quotas for each AI feature?

• Pet Health Chat: requires a premium subscription for the pet. 5 questions per day and 20 per month, per pet. Daily limit resets at midnight IST; monthly limit resets on the 1st of each month.
• Lab Report scanning: requires a premium subscription. Shares the 5/day · 20/month per-pet quota with Pet Health Chat.
• Breed Identity: no subscription required. 3 scans per month on free, 5 on premium. Resets on the 1st of each month.
• Emergency Triage: no subscription required. 1 assessment per month on free, 5 on premium. Resets on the 1st of each month.
• Vaccination scanner: snap a photo of a vaccination record to auto-fill your pet’s vaccination log.

The AI didn’t understand my pet’s context.

Make sure you’ve selected the correct pet before starting a chat. The AI uses the pet’s health logs, medications, and appointments to personalise responses. Adding more health data in Pet Health improves answers.

What are predictive health alerts?

KlubCanine analyses your pet’s logs, medications, and appointments to flag patterns like weight trends, recurring symptoms, upcoming vaccinations, medication adherence gaps, overdue checkups, and mood changes. Alerts appear on the Dashboard and on the pet’s health screen.

Emergency Triage told me to see a vet immediately. What do I do?

Tap the Find emergency vet button for directions to the nearest clinic, or the Call helpline button where available. For life-threatening emergencies in your country, contact your local emergency services directly.

What can I track for my pet?

• Health logs: weight, temperature, mood, symptoms, food and water intake.
• Medications: active prescriptions with dosage, frequency, and instructions.
• Appointments: vet and grooming appointments with status tracking.
• Vaccinations: records with due-date reminders (overdue / due soon / up to date) for dogs, cats, rabbits, and birds.
• Lab reports: AI-interpreted lab results with flagged values and recommendations.
• Milestones: age-based developmental milestones.

Can I share my pet’s profile?

Yes. From the pet’s profile, tap Shareto generate a QR code and link. Anyone with the link can view a read-only summary of your pet’s profile. No KlubCanine account required. Revoke sharing any time from the same screen.

How is my pet’s health score calculated?

The score combines recency of health logs, medication adherence, appointment history, and vaccination status. Keep your logs and vaccinations current for the most accurate picture.

How do I use Emergency Triage?

Open the Emergency Triagescreen, select the affected pet, describe the symptoms, and submit. You’ll receive an AI severity assessment (critical / urgent / moderate / mild), immediate first-aid actions, and a suggested time-frame to see a vet.

Where do I find emergency vets near me?

Go to Dashboard → Emergency Vet for nearest-clinic routing, a local helpline list, and quick first-aid guides. Location permission is required to show distance-sorted results.

Does KlubCanine call emergency services for me?

No. KlubCanine shows you the nearest clinic and helpline, but you must place the call. For life-threatening emergencies, contact your local emergency services directly.

What is PawSpace?

PawSpace is the in-app community where KlubCanine members share posts, photos, and reactions, follow other pet parents, and discover trending hashtags.

Follow, unfollow, mute, and block: what’s the difference?

• Follow: their posts appear in your feed.
• Unfollow: stop seeing their posts in your feed; they can still see yours.
• Mute: silently hide their posts from your feed; they are not notified.
• Block: they can’t see your posts or comment on them, and you won’t see theirs.

How do I search PawSpace?

Tap Search from the Dashboard to search users, posts, and hashtags. Trending hashtags are shown on the search screen.

How do notifications work?

Likes, comments, follows, and mentions generate notifications. Tap the bell icon on the Dashboard to see them; the unread count appears on the icon.

How do I report objectionable content?

Tap the ··· menu on any post or comment and choose Report. Our moderation team reviews reports within 24 hours.

My post was removed. Why?

Posts are screened by automated moderation and human review. Common reasons: spam, hate speech, harassment, nudity, or off-topic content. If you believe your post was removed in error, email support@klubcanine.com.

I was suspended. How do I appeal?

Email support@klubcanine.com with the subject “Suspension appeal” and include your account email and a brief explanation.

What data does KlubCanine collect?

See our Privacy Policy for the full breakdown.

How do I export my data?

Email privacy@klubcanine.app with the subject “Data export request”. We’ll send you a portable archive within 30 days.

How do I delete my data?

The fastest way is to delete your account from Profile → Delete Account. For granular data-deletion requests, email privacy@klubcanine.app.

The app won’t open or keeps crashing.

1. Make sure iOS is up to date (Settings → General → Software Update).
2. Close and reopen the app.
3. Restart your device.
4. Uninstall and reinstall KlubCanine (your data is safe in the cloud).
5. If it still doesn’t work, email us with your device model and iOS version.

I’m not receiving OTP codes.

• Check that the phone number is entered in E.164 format (e.g. +919876543210).
• Check your SMS inbox and spam filter.
• Wait 60 seconds and request a new code.
• If your carrier blocks short-code SMS, try the email sign-in option instead.

Location features aren’t working.

Go to Settings (iOS) → KlubCanine → Location and set it to While Using the App. Then reopen the app.

I granted camera/photo permission but the feature still doesn’t work.

Force-quit the app (swipe up from the bottom, swipe up on the KlubCanine card) and reopen it. If that doesn’t resolve it, toggle the permission off and on in Settings → KlubCanine.

My question isn’t answered here.

Email support@klubcanine.com. Include your account email, a description of the issue, and (if possible) a screenshot.