Support

Need help with TailorPup? Use the form at the bottom of this page — our support assistant replies instantly, 24/7. For urgent matters email us directly.

Account & sign-in

I can't sign in

Make sure the device clock is correct (auth tokens are time-sensitive). If you use "Sign in with Apple" or Google, try the other provider — sometimes a stale cookie on one stops the round-trip from completing. Still stuck? Email support@tailorpup.com with the email you signed up with and we'll reset it manually.

How do I change my email address?

We don't expose an in-app email change yet. Email support@tailorpup.com from the current address with the new one in the body — we verify both before swapping.

How do I delete my account?

Open the app, go to Settings → Privacy → Delete my account, and follow the in-app flow. Everything is wiped within 30 days. Full details on the Delete my account page.

Billing & subscriptions

How do I cancel my subscription?

Subscriptions are billed by the App Store, not us. To cancel, open the iPhone's Settings → [your name] → Subscriptions → TailorPup → Cancel Subscription. Your access stays active until the end of the current billing period.

I'd like a refund

Use the contact form below — mention "refund" in your message and you'll receive an instant reply explaining the exact steps for your plan (Monthly, Annual, or Lifetime). For App Store purchases, Apple handles refunds at reportaproblem.apple.com.

I was charged after cancelling

Cancellation stops the next renewal, not the current period — you keep access until the billing cycle ends. If Apple actually charged you after the cancellation date showing in their Subscriptions screen, that's an Apple-side issue and reportaproblem.apple.com is the right path. Send us the App Store receipt if you want help drafting the request.

Training & the program

The program isn't generating after onboarding

We retry the generation up to three times. If it still fails, you should see a clear "Try again" button on the loading screen — tap it. If three retries don't resolve it, kill the app, reopen, and the onboarding state resumes where it left off. If the loop persists, email us with a screenshot.

How do I regenerate a week?

At the end of each week, the questionnaire screen feeds back into the next week's plan. You don't regenerate manually — adjusting your feedback is what changes the next plan.

Pup AI is giving generic answers

Pup AI uses your dog's profile (breed, age, behaviours, goals) to personalise responses. Generic answers usually mean the profile is incomplete or default. Open Settings → Dog profile and fill in the missing fields, then try the same question again.

What does Pup AI not do?

Pup AI is a training assistant, not a vet. It will refuse medical, dosage or emergency questions and redirect you to a licensed veterinarian. For behaviour problems with bite risk, we strongly recommend an in-person trainer in your area.

Data & privacy

What data do you collect?

Account email, the dog profile you create during onboarding, and the session feedback you give during training. Full breakdown on the Privacy Policy page.

Can I export my data?

Yes — email privacy@tailorpup.com with the subject "Data export request" from the email address on the account. We ship a JSON bundle within 30 days (usually inside one week) per GDPR article 20.

Bug reports & feedback

Found a bug or have an idea? Use the form below or email support@tailorpup.com with:

• App version (Settings → About → Version + build)
• iOS version and device model
• Steps to reproduce, or a screen recording if visual

Reproducible bugs typically ship a fix in the next release (1-2 weeks). Crashes are higher priority and ship within days.

Language support

TailorPup ships in six languages: English, French, German, Italian, Spanish and Polish. The Pup AI assistant detects the language of your message and replies in the same language, so you can ask questions in any tongue you're comfortable with — even outside the six UI locales.

Send us a message

Fill in the form below — our support assistant replies instantly to your inbox, 24/7. Refund requests get an automatic reply with the exact steps for your plan.

Prefer email? support@tailorpup.com · Privacy: privacy@tailorpup.com · Legal: legal@tailorpup.com