Support
We're here to help.
The fastest way to reach us is by email — a real person reads every message and replies, usually within one business day. If your question is below in the FAQ, you'll get an answer faster there.
Response time: typically within 1 business day. Urgent welfare concerns about your pet should go straight to your veterinarian — we're not equipped to triage them in real time.
Common questions
I forgot my password. How do I reset it?
On the sign-in screen, tap Forgot password?. We send a 6-digit code to your account email; enter it on the next screen and set a new password. If the email doesn't arrive within a minute, check your spam folder — our emails come from
noreply@us.household.pet.How do I cancel my Household Pet Plus subscription?
Subscriptions are managed by Apple or Google, not by us.
On iPhone or iPad: open the Settings app → tap your name at the top → Subscriptions → Household Pet → Cancel Subscription.
On Android: open the Play Store app → tap your profile picture → Payments & subscriptions → Subscriptions → Household Pet → Cancel subscription.
You'll keep Plus access until the end of your current billing period. Your pet data stays exactly where it is — only the paid features (unlimited pets, AI symptom triage, PDF vet reports, guest sharing) revert to the free tier. Co-owner sharing is part of the free tier and is unaffected.
On iPhone or iPad: open the Settings app → tap your name at the top → Subscriptions → Household Pet → Cancel Subscription.
On Android: open the Play Store app → tap your profile picture → Payments & subscriptions → Subscriptions → Household Pet → Cancel subscription.
You'll keep Plus access until the end of your current billing period. Your pet data stays exactly where it is — only the paid features (unlimited pets, AI symptom triage, PDF vet reports, guest sharing) revert to the free tier. Co-owner sharing is part of the free tier and is unaffected.
How do I download or delete my data?
Both options live in the app: More → Privacy & data.
Download my data emails you a link to a JSON export of every record we hold about you, usually within 24 hours.
Delete my account kicks off a 14-day grace period (sign back in within that window to undo). After 14 days every row of your data is permanently deleted from our live systems; encrypted backups expire automatically within 35 days, after which no copy remains.
More detail is in our Privacy Policy (sections 5 and 8).
Download my data emails you a link to a JSON export of every record we hold about you, usually within 24 hours.
Delete my account kicks off a 14-day grace period (sign back in within that window to undo). After 14 days every row of your data is permanently deleted from our live systems; encrypted backups expire automatically within 35 days, after which no copy remains.
More detail is in our Privacy Policy (sections 5 and 8).
My reminder didn't fire. What now?
Three things to check, in order:
1. Notification permission is on — iOS Settings → Notifications → Household Pet (or Android Settings → Apps → Household Pet → Notifications).
2. Focus / Do Not Disturb isn't silencing us — on iOS, add Household Pet to your active Focus mode's allowlist.
3. The reminder is set for a future time — open Reminders → Upcoming and confirm the date.
If all three look fine and the reminder still didn't fire, email us with the pet name and the reminder type and we'll dig into the backend logs.
1. Notification permission is on — iOS Settings → Notifications → Household Pet (or Android Settings → Apps → Household Pet → Notifications).
2. Focus / Do Not Disturb isn't silencing us — on iOS, add Household Pet to your active Focus mode's allowlist.
3. The reminder is set for a future time — open Reminders → Upcoming and confirm the date.
If all three look fine and the reminder still didn't fire, email us with the pet name and the reminder type and we'll dig into the backend logs.
The app isn't syncing — what should I do?
Household Pet is offline-first, so everything you do is saved to your device immediately and queued for sync the next time you're online. If you see Pending sync in the More tab for more than a few minutes while you have working internet:
1. Pull down on the Home tab to force a sync.
2. Toggle Airplane Mode off and on (sometimes the OS holds the connection in a stale state).
3. Sign out and sign back in — your data is safe on our servers, and this reconciles any conflicting edits.
If none of the above work, email us with the approximate time the sync stopped and we can replay the queue server-side.
1. Pull down on the Home tab to force a sync.
2. Toggle Airplane Mode off and on (sometimes the OS holds the connection in a stale state).
3. Sign out and sign back in — your data is safe on our servers, and this reconciles any conflicting edits.
If none of the above work, email us with the approximate time the sync stopped and we can replay the queue server-side.
The AI symptom assistant said my pet needs to see a vet — what should I do?
The symptom assistant is intentionally cautious — it's designed to err toward “call your vet” when there's any uncertainty, because a missed emergency is a much higher cost than an unnecessary appointment.
The assistant is not a substitute for examination by a registered veterinarian. If the result was amber (“Call your vet today”) or red (“Emergency — go now”), trust the recommendation and contact your vet. If you don't have a vet, the result screen has a “Find nearest 24-hour clinic” link that opens Apple Maps or Google Maps with your nearest options.
Full disclaimer language is on every triage result screen and in our Privacy Policy (section 5).
The assistant is not a substitute for examination by a registered veterinarian. If the result was amber (“Call your vet today”) or red (“Emergency — go now”), trust the recommendation and contact your vet. If you don't have a vet, the result screen has a “Find nearest 24-hour clinic” link that opens Apple Maps or Google Maps with your nearest options.
Full disclaimer language is on every triage result screen and in our Privacy Policy (section 5).
Is Household Pet available in the United States?
Yes — Household Pet is live in the United States on the App Store for iPhone and iPad, on Google Play for Android, and on the Mac App Store for Apple-silicon Macs. It's free to download.
Your account's home region is chosen when you sign up, and your reminder schedules and content follow it — accounts don't move between regions.
If you're a US resident traveling abroad, the app keeps working — you can log entries and view records offline, and everything syncs when you're back online.
Your account's home region is chosen when you sign up, and your reminder schedules and content follow it — accounts don't move between regions.
If you're a US resident traveling abroad, the app keeps working — you can log entries and view records offline, and everything syncs when you're back online.
Other resources
- Privacy Policy — what we collect, where it's stored, your privacy rights.
- Terms of Use — the rules of the road for using the Services.
- Privacy questions or complaints — email privacy@us.household.pet and we'll respond within 30 days.
Support is currently email-only and asynchronous. Veterinary information shown in our app is general guidance only — always consult a licensed veterinarian for medical concerns about your pet.