My personal details are incorrect. How do I update them?
‍Simply click and hold your profile photo in the app Home screen and you will be able to edit all your de-tails here in settings (under ‘Personal details’).

My dog's details are incorrect. How do I update them?
We’ve made this super easy to do :) Simply press and hold your dog’s profile photo in the app Home screen to go to settings and you will be able to edit all your pup’s de-tails here.

How do I add more than 1 dog to my profile?
You're growing your pack .. we love it. To add a pup, click the ‘+’ next to your dog’s profile photo in the Home screen. From here you can set up their profile. 

Can I remove a dog from my account?
Of course. Send us a message at anna@myperro.co.uk requesting for your dog to be removed, along with your dog’s name, breed, age and your name as it appears in the app. 

How do I access Woof Rewards?
To unlock Woof Rewards you need to earn three badges - 'Move', 'Play', and 'Social'. 'Move' requires you to hit your pup’s activity target on three different days (don’t worry, these don’t have to be consecutive). To earn 'Play' simply watch 2 Perro&You enrichment/training videos at your leisure, and to earn 'Social' you need to engage once with the Perro Social page by, for example, sharing a dog friendly location with the Perro community. Once you have earned these three badges you will have access to Woof Rewards for 14 days. Treat yo self!!!

How do I get discounts from Perro’s partner brands?
Once you have earned the three badges - 'Move', 'Play', and 'Social' - you will have access to our favourite partner discounts for 14 days. You can easily keep the discounts by earning the three badges again!

Why have I lost access to Woof Rewards and how do I get them back?
Access to Woof Rewards (our partner discounts) is unlocked for 14 days from when the ‘Move’, ‘Play’ and ‘Social’ badges are earned. To continue gaining access to rewards or to unlock them again, simply earn all 3 badges at your leisure, and the rewards will be unlocked again! Hooray!

How do I earn badges?
There are three badges - 'Move', 'Play', and 'Social'. 'Move' requires you to hit your activity target on three different days (don’t worry, these don’t have to be consecutive). To earn 'Play' simply watch 2 Perro&You enrichment/training videos, and to earn 'Social' you need to engage once with the Perro Social page by, for example, sharing a dog friendly location with the Perro community.

What does XP mean?
In Perro Pet, XP means ‘Experience Points’. We have a bit of secret up our sleeve about what these will eventually mean, so keep earning those XP!

Can I get my XP back if I delete my account?
Unfortunately, not at this moment in time but we’re working away on this and our developers are fetching a solution. 

How can I access discount vouchers I have purchased, if I delete my account?
Please contact anna@myperro.co.uk and we will do our best to support you.

How are my targets (activity, food and water) calculated?
We take into account several factors such as age, breed and input from our veterinary experts to provide you with personalised target recommendations.

The recommendations recognise that not all dogs are the same, especially in the early years when monitoring exercise levels is highly recommended to avoid any future long-term health and mobility issues. But it’s impawtant to remember, no one knows your pup better than your vet (except maybe you!). That’s why we’ve made it super easy for you to update and tweak each of your pups' targets based on your vet's advice.

To update your targets in the Perro app, simply press and hold your pup’s profile photo at the top of the Home screen, and you will be directed to settings. In the ‘Home and habits’ section you can adjust the targets so they are suitable for you and your pup.

Can I change my personalised goals?
Yes, and we recommend that you do so depending on factors such as how active your lifestyle is, changes in your dog’s health and recommendations from your vet. Simply hold your pup’s profile photo in the Perro app Home screen, select the ‘Home and habits’ section and voila! You can edit targets to meet your pup’s needs here.

Does Perro integrate with other health tracking devices?
Absolutely! We have integrated with both Apple Health and Google Fit, meaning that any data from your wearable devices that is sent to either of these, can be imported to the Perro app, contributing towards your targets and helping you to unlock rewards and save money! In the app, simply go to the ‘Health’ tab and then ‘Add Activity’ and select Apple Health or Google Fit. Here you will be able to access all historic and saved activities from your health tracking devices. 

I forgot to record an activity. Can I manually add an activity?
Yes, and we’ve made this super easy to do! Simply go to the ‘Health’ tab and then ‘Add Activity’. You’ll then be able to add the activity manually (by entering the Time and Distance of the activity) or import from your Apple Health or Google Fit. 

Why don't my walks record correctly?
There could be many reasons (technology, eh!?) but usually this can be due to issues such as:
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- The phone has no or weak signal.
- GPS permissions are not enabled for the Perro app on the phone, meaning that the Perro app can’t see where you and your pooch are walking. To rectify this, go to your phone ‘Settings’ > ‘Perro’ > ‘Location’ and change to ‘Always’ or ‘While Using the App’.
- The Perro app is closed completely on your phone (e.g. through swiping up from the bottom of the screen). If you keep your phone locked but the Perro app is open, your walk will record correctly. 

If you continue to see issues, please record a video of your screen and send it to the team at anna@myperro.co.uk and we’ll be happy to help!

Can I record walks with multiple dogs at the same time?
Of course! Always good to be out with the pack. To do this, just go to the Health tab in the app, then click ‘Record now’ or ‘Add activity’ and your dogs will appear in the next screen. Simply select them by clicking on their profile photos and away you go! Note, this feature is not available when clicking ‘Start a walk’ on the home screen.

How do I access the Perro Health benefits?
Perro Health is designed to help make dog care even more rewarding. By upgrading to Perro Health, you’ll receive access to these pawsome benefits: vet advice on demand 24/7 (accessible on the Home screen of the app), discounts on food and treats, a free vet approved flea and tick box, and many more. Please check your email for your Perro Health benefit links and discounts. 

I want to renew, upgrade or cancel my membership.
To renew your current plan, no further action is required. All subscription plans will auto-renew at the end of the contract period.

To change plan, simply go to your profile page in app, and select ‘My Plan’. On the next screen you have the option to select a new plan, which will come into effect once your current plan expires. On this page you can also select to cancel your membership with Perro Health. Cancelling your membership will come into effect at the end of your current membership plan.

If you wish to request a refund, please do this via your app store settings, if you have an Apple device. Unfortunately, all refund requests need to be reviewed and approved by Apple. If you are an Android user, please send an email to anna@myperro.co.uk to request a refund, explaining the reasoning for the refund. Please note, providing a refund is entirely at our discretion.

Are offers and discounts available outside of the UK?
Our rewards, partner offers and discounts are currently only available to UK based Perro users. 

The on demand vet service isn’t working. What should I do?
Sometimes when you’re connected to Wifi, your router settings can block the call. Try disconnecting from your Wifi, and then reconnect to the call. If this doesn’t work, please contact anna@myperro.co.uk and we’d be happy to help! 

If I subscribe to Perro Health, do other members of my Perro Family also receive the additional benefits?
Perro Health is currently only for the ‘lead’ account holder. This is the dog parent who will sign up to, and pay for, the subscription. Your Perro family are also welcome to sign-up and receive all the pawsome benefits that come with Perro Health.

Who can be part of my Perro family?
Anyone you want! Add family members, friends or your dog walker to your Perro family and use Perro’s collaboration features to share your dog parenting responsibilities and make co-parenting your pup a walk in the park.
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How do I add someone to my Perro family?
To add a new family member head to the Home screen in the app, scroll down, and choose the plus icon in the 'Add people to 'your dog’s name' family. This will allow you to send an email invitation to the person you want to add.

What information do other Perro family members see?
Because we’ve made your pup’s profile the focus of the app, all Perro family members will be able to see historic activity summaries and the tracking of food and water. We’ve designed it like this so that pet parents can easily share responsibility, plus if you have a dog walker, you can use Perro to track and monitor their walkies…if you want to add the dog walker to your Perro family that is!

How can I remove someone from my Perro family?
Unfortunately, this isn’t possible right now, but we’re working away on this and our developers are fetching a solution. 

How do I disable in-app notifications?
Our in-app notifications are designed to keep you and your dog happy and healthy, and allow you to make the most of the app’s features and discounts. Unfortunately, these cannot be turned off at this moment in time, but we’re working away on this and our developers are fetching a solution.

I want to opt out of marketing emails. How do I do this?
We love to keep you posted with the latest offers and fun content. But we do understand email inboxes can get a bit crowded.

To opt out of receiving marketing emails, open an email you have received from Perro, next to the sender’s name (or at the bottom of the email) select unsubscribe, and you will stop receiving marketing emails.

How do I post in Perro’s Social community?
You can access the Social community by clicking on ‘Social’ in the bottom navigation bar of the app, which should open a full-screen map. To make a post, simply tap and hold on the map. You will then be able to write and post something to the Perro community - ‘information’ can be things like dog friendly locations or meet-ups, while ‘warnings’ can be to ask for help if your pup’s gone missing, or there’s something dangerous on your favourite walkies route.

Who can see my location?
We can reassure you that no one can see your live location. The only way for people within your Perro family to see your location is by looking at previously recorded activities, which show the route of your walk/activity. 

Who can see my posts on the Social community?
We want to help as many dog parents as possible. Therefore anyone in the Perro app community can see informative and warning-related Social posts.

What is the map screen and does it allow people to track my movements?
The map screen is where we host our ‘Social’ features. This screen allows you to explore and share pawsome information with the rest of the Perro community (e.g. dog friendly locations). We can reassure you that no one can see your live location and your walks and activities are only accessible within your Perro family.

How do I get in touch with customer service?
We’re always happy to help! To get in touch with our team, send an email to anna@myperro.co.uk or you can get in touch through the app by clicking on your profile photo at the top of the Home screen, scrolling down, and choosing ‘Get help’, which will let you send an email to customer service.

I have a complaint or issue. How do I report this?
To report an issue you can send an email to anna@myperro.co.uk or you can get in touch through the app by clicking on your profile photo at the top of the Home screen, scrolling down, and choosing 'Get help', which will let you send an email to customer service. If possible, try to capture a screenshot or screen recording of your issue so we can get that spring back in your step, as quickly as possible.