How can we help?
Most billing questions are fastest in the app: Profile, then Subscription shows your next charge and has Apple's cancel and refund buttons. For anything else, write to us below. A person reads every message, and we usually reply within a working day.
Write to us
Choose a topic and write your message. Sending opens your mail app with everything filled in, so you can check it before it goes.
What should I include in my message?
Say what happened and what you expected instead, and which iPhone and version of Pativo you use. For a billing question, add the date of the charge. Please don't send your card details: Apple handles payment, and we never see or need them.
If you write from inside the app (Profile, then Help, then Contact support), you can choose to attach diagnostics: the app version, your phone's system, your plan and an account number that doesn't name you. Nothing about your pet is included unless you switch that on.
Where else can I find answers?
- How the symptom check decides how urgent something is
- What is free and what is Premium
- How to export your records or delete your account
- The privacy policy and terms of use
If your pet may be in danger right now, don't wait for a reply: see the signs that mean go to a vet now and contact a vet or an emergency clinic.
Questions owners ask
How do I cancel my subscription?
In Pativo, open Profile, then Subscription, then Manage or cancel. Or on your iPhone open Settings, tap your name, then Subscriptions, then Pativo. Cancelling takes effect at the end of the period you paid for, and Premium stays on until then.
How do I avoid being charged after the free trial?
Cancel at least 24 hours before the trial ends. Pativo sends a reminder a day before the end. Cancelling during the trial keeps the trial running until its last day.
How do I get a refund?
Apple decides refunds for App Store purchases. In Pativo, open Profile, then Subscription, then Request a refund, or go to reportaproblem.apple.com. Apple usually replies by email within a couple of days.
I paid but Premium isn't on. What do I do?
Open the Premium screen in the app and tap Restore purchases, signed in with the same Apple ID you paid with. If that doesn't work, write to us and include the date of the purchase.
How do I move my records to a new phone?
Add an email address in Profile, then Your records, before you switch. On the new phone, sign in with the same address and the code we send, and your records come back. You can also export a full backup at any time.
Does deleting the app cancel my subscription?
No. Subscriptions are managed by Apple, so cancel in Settings or in the app first. Deleting the app or your account does not stop billing on its own.
The symptom check says I've used my free checks. Can I still get help?
Yes. Following up on a problem you already checked does not use another check, a check that turns out to be an emergency is never counted, and the emergency guide is always open.