VaxPup

Support

VaxPup Support

Get help with VaxPup on iPhone and iPad. Find quick fixes below, or email us.

Contact us

Email us with a question, a problem, or an idea.

developer@vaxpup.com

Include these details to help us answer faster:

  • What you did, what you expected, and what happened.
  • Your device model and iOS version.
  • A screenshot, if you can take one.

VaxPup Settings also has links to this page and to the privacy policy.

For a crash or a bug, attach a diagnostics file. In VaxPup, open Settings. Under Diagnostics, tap Export Diagnostics. The file has crash reports and the last 24 hours of app logs. The app does not send it automatically. You choose where it goes.

Troubleshooting

Reminders do not arrive
  1. Allow notifications for VaxPup. In the Settings app, go to Apps > VaxPup > Notifications and turn on Allow Notifications. If VaxPup Settings shows Reminders are off, tap Open Notification Settings.
  2. Check Focus. A Focus such as Do Not Disturb or Sleep can silence reminders. Turn off the Focus, or add VaxPup to the apps that the Focus allows. Go to Settings > Focus.
  3. Check the due date. VaxPup schedules vaccine reminders from the next due date. Open the record and make sure it has one.
  4. Check the medication schedule. A medication set to As needed does not get reminders. Set a frequency and a dose time to get them.
Records do not sync between devices
  1. Sign in to iCloud with the same Apple Account on each device. In the Settings app, tap your name to see the account.
  2. Turn on iCloud for VaxPup. In Settings, tap your name, then iCloud. Under Saved to iCloud, tap See All and make sure VaxPup is on. Make sure iCloud Drive is on.
  3. Check your iCloud storage. Sync stops when the storage is full.
  4. Connect each device to the internet. Open VaxPup on each device and wait a few minutes. Low Power Mode can slow sync.
A scan failed
  1. Check your internet connection, then scan again. Scanning does not work offline.
  2. Use a clear photo. Put the document on a flat surface in good light, with the full page in the frame. You can also import a PDF.
  3. If the scan fails again, tap Report This Scan to the Developer. This helps us fix the problem.

VaxPup saves nothing until you confirm the draft. You can always add the record by hand.

Scanning is not available

Scanning needs an internet connection and Sign in with Apple. When you tap Scan Receipt, VaxPup asks you to sign in if you have not signed in yet.

Before your first scan, VaxPup asks your permission to send documents to OpenRouter, a third-party AI service. VaxPup does not upload a document until you agree.

Cloud scanning is on for new accounts. If Settings shows that cloud scanning is off for your account, email developer@vaxpup.com.

Without scanning, you can still add every vaccine and medication by hand.

Stop sending documents for scanning

You can withdraw your scanning permission at any time. Open VaxPup Settings and turn off the scanning permission toggle.

After you withdraw permission, VaxPup does not upload documents. VaxPup asks for your permission again before the next scan.

Export your records

Export a dog's full history as a PDF.

  1. Open VaxPup and tap a dog on My Dogs.
  2. Tap the More () button at the top of the screen.
  3. Tap Export PDF.
  4. In the share sheet, choose where to send or save the PDF. For example, choose Mail, Messages, or Save to Files.

Delete your account

You have an account only if you signed in with Apple to scan or to report a scan problem. Without an account, there is no account data on our server to delete.

Account deletion does not remove the dogs and records on your devices or in your iCloud. To remove them too, delete each dog first: on My Dogs, swipe left on the dog and tap Delete.

  1. Open VaxPup. On My Dogs, tap the Settings (gear) button at the top of the screen.
  2. In the Account section, tap Delete Account. This button shows only when you are signed in.
  3. Tap Delete Account again to confirm.

This deletes these items from our server: your account data, your sessions, your usage events, your scan reports and their files, and your failed scans and their files. VaxPup also asks Apple to revoke the app's Sign in with Apple authorization. You cannot undo this.

You can keep using VaxPup without an account. The privacy policy has the full details.

Remove VaxPup data from iCloud

If you delete the app without deleting your dogs, your records stay in iCloud. To remove them, open the Settings app and tap your name. Then go to iCloud > Manage Account Storage > VaxPup and delete the data.

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