Support

Questions, problems and how to get in touch

Reporting a problem

Including these makes it far quicker to work out what went wrong:

• What you did, and what happened instead of what you expected
• The app version, from Settings → About → Version
• Your iPhone model and iOS version

Common questions

I confirmed a walk by mistake. Can I change it?

Yes, and nothing is ever locked. Open the Calendar tab, tap the day, and switch the walk between confirmed, skipped and pending. Totals update immediately.

I put a dog's price up and last month's total didn't change

That is deliberate. Each walk records what it cost on the day it was created, so changing a rate never rewrites history. The new price applies to walks created from that point on. If it changed past totals, you could no longer check an old invoice against the app.

If one particular walk was charged differently — a bank-holiday surcharge, a shorter walk, or a rate that was typed wrong when the dog was added — you can correct that walk on its own. See below.

One walk was charged differently from the usual rate

Open the Calendar tab, tap the day, and tap the price beside the walk. Enter what it actually cost and tap Save.

It changes that one walk and nothing else: the dog's rate stays as it is, so the next walk is priced normally, and no other walk moves. That is the point — a correction should not quietly rewrite a month you have already checked.

A walk cannot be priced at nothing. If a walk did not happen, or was not charged for, mark it Skipped instead — it stays on the record and on an exported statement, and counts nothing towards the total.

Some of my walks are showing as nothing

That happens when a dog was added before its price was filled in: a walk records the price at the time, and there was none. Open the Dogs tab, tap the dog and set both prices — the regular walk, and the second walk if any day has two — and PawCount puts that price on every walk of that dog's that was recorded without one.

It does not touch a walk that already has a price, so this is not an exception to the rule above: a missing price is not a price, and there is no history to protect.

The walker did an extra walk that isn't scheduled

On the Today tab, use Add a walk on that dog's card. For another day, open the day in the Calendar tab and add it there. A second walk on the same day is charged at the dog's second-walk rate. Walks added this way are marked one-off, in the app and on an exported statement, so it is clear why they fall outside the usual schedule.

If you have not given that dog a second-walk price, the walk waits for you to confirm it rather than counting straight away — PawCount will not bill a walk it cannot put a price on. Set the price on the Dogs tab and confirm the walk, and it counts at that price.

Recording a walk on a day that has not happened yet works the same way. The walk is written down straight away and counts towards what the period is expected to cost, but it waits for you to confirm it rather than joining the amount owed — a walk nobody has taken yet is not one you can have checked. It appears on the Today tab for confirmation when its day comes round.

Can I write down why a day was different?

Yes. Open the day in the Calendar tab and type a note on the walk, under the confirmed / skipped buttons. It is for the things a month-old disagreement turns on and nobody remembers — “walker texted, van broke down”, “half day, back at noon”, “agreed this one was a swap for Tuesday”. Notes appear under the walk on an exported PDF and in the spreadsheet, so the note travels with the walk it explains. There is room for a sentence rather than a paragraph, so that it always fits the statement.

Why does a walk say it was recorded later?

Because the walk was written down more than a day after the day it is for. That happens whenever PawCount fills in history it was not open for — adding a dog with a start date in the past, for instance, or opening the app after a fortnight away. It is not a fault and it changes nothing about what the walk costs; it is on the statement so that somebody checking it can tell a walk written down at the time from one worked out afterwards from the schedule. A walk you confirm the morning after is not marked.

Can I send my walker the list of walks?

Yes. On the Totals tab, step to the period you want and tap the share button beside the title. Full list gives you a PDF of every walk day by day, which prints and attaches to an email; Summary gives you an image of the totals for sending in a message; Spreadsheet gives you a .csv file, one row per walk. Any of them can cover all the dogs or just one. Skipped days are on the PDF’s list and counted on the summary, so the two of you can see exactly where a count differs.

Can I get everything out in one go?

Settings → Export everything writes every walk you have ever recorded to a single file, in the same three formats, named for the days it covers. Take one before you change iCloud account, drop iCloud storage, or stop using the app: the record lives in your own iCloud and nobody else holds a copy, so there is nothing to ask us for afterwards. The spreadsheet is the one to keep if you want the numbers somewhere else — it opens in Numbers, Excel or Google Sheets, one row per walk, with the price and what was actually charged in separate columns, and your notes alongside them.

My walker invoices from the middle of the month

Go to Settings → Billing period starts and pick the day. Totals then group from that day to the day before it the following month, matching the invoice instead of the calendar.

We don't use the walker at weekends

Settings → Weekends has three options. No walks stops walks being created at the weekend but keeps those days on the calendar. Hidden also removes them from the calendar and the week strips. Either way the weekend drops out of a dog's schedule editor, because neither setting can create a walk there — so a dog that already has a weekend day scheduled cannot have it changed or cleared until weekends are set back to Included. Which days count as the weekend follows your region's calendar rather than being fixed to Saturday and Sunday.

Switching back to Included starts creating weekend walks from that day onwards. It does not go back and fill in the weekends you spent with the setting off, so changing your mind cannot move a total for a month you have already been billed for.

The walker started before I installed PawCount

When you add a dog, Start date decides how far back PawCount fills its walks in. Start of this billing period is one tap and lands on the right day even when your walker invoices from the middle of the month. The footer says how many walks that will create before you save, and you can pick any day up to 120 days back instead.

Walks filled in for days before you added the dog wait on the Today tab for you to confirm or skip, so nothing is billed for a day you have not looked at — even with Confirm walks automatically on. If your schedule is reliable enough that you would rather not tap through a fortnight, Settings → Confirm earlier walks too has them counted straight away. The start date is set when a dog is added and is not changed afterwards; a single walk on a day the schedule does not cover is a one-off, added from the calendar.

A dog has stopped going out. Archive or delete?

Archive them, from a swipe on the Dogs tab. They stop generating new walks but keep their history, so past totals stay correct. Deleting removes every walk ever recorded for them, which changes what previous months show.

Restoring an archived dog picks up from the day you restore it. The days it spent archived stay empty, because those are days you said it was not going out — so a dog brought back after a month does not arrive with a month of walks attached to your total.

Where is my data, and is it backed up?

On your iPhone, and in your own iCloud account if you are signed in. That second copy is what answers the rest of the question: a year of walks is not tied to the handset, so replacing or losing the phone does not lose the record — sign in on the new one and it is already there. It goes through iCloud's private database; there is no account with us and no server of ours, so nothing reaches us and there is nothing for us to restore. See the privacy policy for the detail.

My other iPhone is not showing the same walks.

Check both are signed in to the same Apple Account, and that PawCount is turned on under Settings → your name → iCloud on each. Syncing needs a network connection and is not instant; changes made while a device was offline arrive once it is back on.

Settings says uploads are not reaching iCloud

PawCount shows that when it has tried and failed to send its recent changes to iCloud repeatedly over more than a day. One failed attempt is normal and is not reported — iCloud retries on its own, and a few minutes without a connection sorts itself out. A whole day of failures usually means one of two things: your iCloud storage is full, under Settings → your name → iCloud, or this iPhone has not had a working connection.

Nothing has been lost. The walks are all still on this iPhone, and PawCount keeps trying — the message clears itself as soon as one upload gets through. What it is telling you is that until then, this iPhone is the only place those recent changes exist, so it is worth sorting out before you replace or hand on the handset.

If you cannot sort it out straight away, Settings → Export everything writes the whole record to a file you can send or save somewhere else. That does not fix the uploads — it means the phone stops being the only copy while you do.

I signed in on a new iPhone and PawCount looks empty

Give it a few seconds. On a phone that has just joined the account, PawCount says Checking iCloud rather than offering to add a dog, because your existing dogs may still be on their way. Wait for that to clear before adding anything — a dog you add while it is showing will sit alongside the one arriving, and nothing merges the two.

What happens if I sign in to a different iCloud account?

PawCount's contents are replaced with whatever that account holds; your own dogs and walks stay in your account and come back if you sign back in to it. The app cannot warn you as it happens — the account is changed in iOS's own Settings, and by the time PawCount runs again the swap has been made — so the explanation lives at Settings → iCloud → Switching iCloud account inside the app. Worth reading before you hand a phone on, along with taking a copy of your record from Settings → Export everything.

Can I use a currency other than pounds?

Yes — Settings → Currency. It changes how amounts are displayed; it does not convert existing figures.

Does it work on iPad?

Not yet. PawCount is an iPhone app; the layouts have been designed and tested for iPhone only, and the App Store lists it as Designed for iPhone. It will install on an iPad and run there at iPhone size, but that is not a version anybody has tested.