Cloud Pet for Android — Support

Cloud Pet keeps your pet’s care in one place: medicines with reminders, vet visits, documents, diary, weight, meals, walks and expenses. And it shares it with everyone who looks after your pet with you.

Need help? Write to info@cloudpet.app. We reply in English and Italian, usually within two working days. To help us help you faster, tell us:

your phone model and Android version;
the Cloud Pet version (at the bottom of Settings);
what you were doing and what happened, with a screenshot if you can.

Please don’t send us your pet’s health data or documents: we don’t need them to help.

Below are answers to the most common questions. The iPhone app has its own page.

Getting started

Where are Settings and the Circle? At the top left of every screen. The Cloud Pet logo opens Settings. The icon next to it opens the Circle: the people who look after your pet, the diary, the shared profile.

Do I need an account? No. Cloud Pet asks for no email or password. Your data stays on your phone (see Your data).

Can I follow more than one pet? The free plan follows one pet. With Premium you can add as many as you like from Settings › Pets › “Add a pet”. Tap a name to switch between them.

Dose reminders

How do I confirm a dose from the notification? When the reminder arrives, expand the notification: you’ll find Confirm, Remind me in 15 minutes and Skipped. The dose is recorded under your name without opening the app. “Remind me” works up to three times for the same dose.

Reminders don’t arrive, or arrive late. Open Settings › Reminders: the screen tells you what’s missing and takes you to the right place. The most common causes:

Notifications off. Turn them back on in Android settings, under Cloud Pet’s notifications.
“Alarms & reminders” permission. From Android 14 it must be granted, otherwise Android delays alerts, sometimes by several minutes.
Battery saver. On some phones (Samsung, Xiaomi, Huawei, Oppo and others) battery optimisation stops apps you’re not using, and reminders go silent. Remove Cloud Pet from optimised or “sleeping” apps. On Xiaomi, also turn on autostart.
Do Not Disturb. It blocks reminders too, unless Cloud Pet is in the exceptions.

I confirmed a dose after midnight: which day does it count for? The day it was due. A 10 pm dose confirmed at 1 am stays on the previous day.

I changed time zone, or daylight saving time changed. Reminders follow local time: an 8 am dose rings at 8 am wherever you are.

The shared profile (the circle)

How does the circle work, and who pays for it? The circle is the group of people who look after the same pets. The shared profile works as long as at least one person in the circle has an active payment (Premium, the free trial or the lifetime purchase). People you invite don’t have to pay: if they have Premium they help keep the circle active, otherwise they use the profile for free. A circle has up to 10 people.

How do I invite someone? Circle › People and invites. Choose the pets to share and, from the drop-down menu, the person’s role (see below). Then send the link with the app you prefer (WhatsApp, Messages, email…) or copy the invitation code and send it however you like. Each invitation lets one person in: to invite someone else, tap “Invite someone else”. Until it is opened, the invitation shows as “Invitation pending”.

What’s the difference between roles?

Owner (whoever created the profile): sees and edits everything, invites and removes people, changes roles.
Family member: sees and edits everything, can invite other people.
Pet sitter: sees everything read-only, can tick off the medicines given and the activities the Owner assigned. Sees documents only after an Owner or a Family member approves them.
Follower: sees everything, edits nothing.

The role is chosen before sending the invitation; afterwards only the Owner can change it.

I received an invitation: what do I do? Install Cloud Pet from Google Play and tap the link on your phone: Cloud Pet opens and shows you the role you’ve been given before asking whether to join. If the link opens in the browser instead of the app, tap Open in Cloud Pet on the page. If that doesn’t work, choose “I already have an invitation” (in the intro, or from Settings) and paste the link or the code.

Does it work with iPhone? Yes. From version 1.3 the profile is shared between iPhone and Android, in the same circle, and the same invitation link works on both.

What happens if a dose isn’t confirmed? The Owner can turn on the circle alert (in the Circle, among the alert settings): if a dose isn’t confirmed within the chosen time (30, 60 or 120 minutes), the people in the circle get a notification that contains no names: “A dose hasn’t been confirmed. Open Cloud Pet to see which one.” It stays off until you turn it on. To make it work the server knows when doses are due and whether they were given, but not which medicines or which pet (details are in the privacy policy). It needs a circle with an active payment.

How long does a confirmation take to reach the others? It leaves the phone of whoever confirms right away, if there’s a connection. The others receive it when they open Cloud Pet, or within a quarter of an hour in the background. Before a dose reminder rings, the app checks whether someone already gave it.

Does it work offline? Yes. You can confirm and edit offline too: changes go out as soon as you’re back online. A dose confirmed by someone never goes back to “to give”, even if another phone had fallen behind.

The invitation says it no longer works. An invitation is valid for 30 days and for one person only: if someone else already used it, or it expired, ask whoever invited you to send a new one.

How do I remove someone, or stop sharing? Circle › People and invites: the entry next to a name removes that person or changes their role (Owner only); Stop closes sharing for everyone. Your data stays complete on your phone. What the others already received stays on their phones.

The profile shared with me is read-only. There’s no longer an active payment in the circle. The profile stays visible, but can’t be edited. It becomes active again as soon as someone in the circle pays again, you included with a subscription of your own (“Reactivate” in the strip at the top).

Subscription and free trial

What’s free and what’s Premium? Free forever, for one pet:

medicines and dose reminders;
visits with alerts, diary, weight;
meals, walks and care;
emergency card;
the on-screen vet report;
up to 5 editable documents.

Premium adds the profile shared between iPhone and Android with roles, the PDF report, unlimited documents, more pets, meal and walk reminders, expenses, calendar and app icons.

Which plans are there, and what do they cost? Premium is one, in three ways: Yearly (€19.99 in Italy), lifetime (€39.99, a one-time payment) and Monthly, for a short course of care. The price you see in the app is the one for your country.

How does the trial work? For the first 14 days you get all of Premium, without paying and without entering a payment method. We remind you the day before it ends. Then you continue for free without losing anything: whatever goes beyond the free plan stays readable. The trial applies once per Google account, even if you reinstall the app.

How do I cancel my subscription? In the Play Store: tap your picture at the top › Payments & subscriptions › Subscriptions › Cloud Pet › Cancel subscription. You can also get there from Cloud Pet: Settings › Subscription › “Manage subscription”. The subscription stays active until the end of the period already paid. Uninstalling the app does not cancel it.

I changed phone and can’t see my subscription. Use the same Google account you bought it with, then Settings › Subscription › Restore Purchases.

I subscribed on iPhone: does it work on Android? No. App Store and Google Play subscriptions are separate, and each works on its own store.

I’d like a refund. Payments are handled by Google: request a refund from play.google.com › Order history or by following Google Play’s instructions. Within 48 hours of purchase Google usually grants it directly. If you have trouble, write to us.

Documents and photos

How do I find a report? In the Documents tab. Text in photos is read on your phone, so you can also search for what’s written inside: a medicine, a diagnosis, the clinic’s name.

The text read from a photo is wrong. Reading works best with a straight, well-lit photo, without glare, with the page filling the frame. You can always fix the title and notes by hand.

Calendar

Visits don’t show up in my calendar. Settings › Calendar › Sync with calendar, then allow calendar access. Also check that the chosen calendar is visible in the Calendar app. If you denied the permission, turn it back on in Android settings, under Cloud Pet’s permissions.

Your data

Where is my data? On your phone. If Android backup is on, treatments, history, visits, diary and pet photos also go into your Google account backup, and come back when you reinstall Cloud Pet or move to a new phone with the same account. Document photos move with a direct phone-to-phone transfer, or with the archive.

How do I make a complete copy? Settings › Backup › Export archive. It creates a file with all your data and photos, which you save wherever you want, Google Drive included. To restore it: “Import archive”, which replaces what’s on the phone.

Who can read the shared profile? Only the phones of the people you invite. Data travels end-to-end encrypted through a server in Europe: neither we nor the server provider can read it. Details are in the privacy policy.

How do I delete everything?

Just one pet: Settings › Pets, the bin next to the name. If its profile was shared, sharing closes.
Everything, server included: Circle › Start over. It deletes everything from the phone, closes sharing and removes the phone’s anonymous identifier from the server too. It can’t be undone: if you want a copy, export the archive first.

Contact

Stars S.r.l. · info@cloudpet.app Privacy policy

Cloud Pet helps you stay organised and does not replace your vet’s advice. For any doubt about your pet’s health, always ask your vet.