Something not working?

Questions, a bug, or something that doesn't feel right: every message is read by the people who make Collected. You'll usually hear back within a day or two.

If your dog may be ill, injured or poisoned, please call your vet or an emergency vet now rather than writing to us. In the US, the ASPCA Animal Poison Control Center is on (888) 426-4435.

What does Collected Pro add?

All seven training courses, many more questions a day for Scout, and a plan, a portrait and a care record for every dog in your home. The first two courses, the care record, reminders and the emergency card are free and stay free. The price, billing period and any free trial are shown in the app, in your currency, before you subscribe.

I paid, but Collected doesn't show Collected Pro

Open Collected, go to Settings (the gear on Today), tap Collected Pro near the top, then Restore purchases. Make sure you're signed in to the App Store with the Apple ID you subscribed with. Restoring is free, and it also brings Collected Pro to a new iPhone.

How do I cancel?

On your iPhone, open Settings, tap your name, then Subscriptions, choose Collected and tap Cancel Subscription. You can also get there from Collected: Settings, Collected Pro, then Manage or cancel subscription.

Cancel at least 24 hours before the renewal date (or before a free trial ends) to avoid the next charge. You keep Collected Pro until the end of the time you've paid for, and nothing you've logged is deleted; it all stays on the free plan.

Can I get a refund?

App Store purchases are refunded by Apple, not by us. Request one at reportaproblem.apple.com, and Apple will decide under its rules.

Where is my dog's information kept?

On your iPhone. Training, notes, photos and everything in Care stay on the phone and are never sent to us, so there's no account to sign in to and nothing for us to lose or leak. When you ask Scout a question that needs the online coach, only a short, limited summary goes with it; the privacy policy lists exactly what. You can turn online answers off under What Scout knows.

I'm changing phones. Will my dog's record come with me?

Yes, if you move your data across: a phone-to-phone transfer, an iCloud backup or an encrypted backup on your computer carries Collected's data with it. Because nothing is stored on our servers, deleting the app deletes its data, so please don't delete it before you've moved.

Scout said it can't answer that

Scout won't answer emergencies, poisonings or medicine doses; it gives you your vet's number and a poison line instead, because those questions need a vet. If Scout can't answer an everyday training question, you may have reached the day's limit, or your phone may be offline; the on-phone tips still work.

Reporting a bug

Short and specific helps most. If you can, include:

• what you expected, and what happened instead;
• the screen it happened on, or the lesson you were in;
• a screenshot, if there's anything to see;
• your iPhone model and iOS version.