Tóm tắt nhanh / Quick summary
- You can manage profiles, download your data, and delete your account directly in the App, on iPhone and Android.
- When requesting help, include your phone, App version, and the steps that led to the problem.
- Never email sign-in codes, passwords, or unnecessary health information.
- Tendpaw is not an emergency veterinary channel. In an emergency, call a clinic now: the App's list of 24/7 clinics opens even before you sign in (from 2.0).
Known issues
Is your pet in danger right now? Don't wait: call a 24/7 vet clinic near you.
Problems we know about, and what to do meanwhile. When one is fixed, we take it off the list. Don't see yours? Contact support at the bottom of this page.
The sign-in code email doesn't arrive
You asked for a code, but there's no Tendpaw email in your inbox. It can take a few minutes, or land in Spam or Promotions, especially in Gmail.
What to do
- Search Spam and Promotions for “Tendpaw sign-in code”. If it's there, mark it as not spam so the next one reaches your inbox.
- Check the address you typed. A code works for a few minutes only: if you asked for another one, use the code in the newest email.
- If the app says you sent too many codes, wait an hour and try again. If it says the account is temporarily locked after too many wrong attempts, wait 30 minutes. If it says email sign-in codes are used up for today, try again tomorrow (version 1.1.0 shows only a general error then).
- If your email is a Gmail address, you can sign in with Google using that same address: you still reach your own Tendpaw account. On an iPhone, if it's your Apple Account email, you can also sign in with Apple and choose “Share My Email”.
- While you can't sign in: version 1.1.0 shows clinics only after you sign in, so if your pet is in danger, call a vet clinic near you now. From 2.0, the emergency link on the sign-in screens opens the 24/7 clinic list without an account.
Signed in, but your pets don't show
The app shows no pets, or asks you to add your first pet as if the account were new. It may not have loaded your data on a weak connection. Or this time you signed in with a different email address: each address is a separate Tendpaw account, and your data is still in the other one.
What to do
- Check your connection, then close Tendpaw completely and open it again. If your pets appear, there's nothing else to do.
- If they still don't: sign out, then sign in the way you did when you created the account (the same email address, or the same Google or Apple account). From 2.0, the add-your-first-pet step has a “Sign out to use another email” button.
- Version 1.1.0 doesn't have this button: you can add a pet for now (a few intro screens may follow; carry on), then go to the Me tab → Log out. That pet stays only in the account you created by mistake, doesn't touch your own account, and you can ignore it. To delete that extra account, ask us first, so the account holding your data isn't deleted by mistake.
- If you signed in with Apple before and chose “Hide My Email”, your Tendpaw account uses an address ending in @privaterelay.appleid.com, not your real email. Sign in with Apple again on an iPhone.
- Android has no Sign in with Apple button, so an account created with Apple using “Hide My Email” opens only on an iPhone. (If you shared your real email then, sign in with that email.) If you don't have an iPhone, write to us (bottom of this page). We can't merge two accounts, so we can't promise to move your data to another account.
Book: “Send request” says “Could not send the request”
No clinic takes visit requests through Tendpaw yet, so the request can't be sent, however many times you try.
What to do
- Call the clinic on the phone number shown on its card to book a visit.
- In an emergency, don't wait: call a 24/7 clinic now.
Outside Ho Chi Minh City, the “nearest” clinics are in Ho Chi Minh City
Tendpaw's clinic list, including the 24/7 emergency clinics, covers Ho Chi Minh City only for now. Elsewhere, version 1.1.0 still ranks these clinics as the nearest. From 2.0, the emergency screen says when no listed 24/7 clinic is near you, and offers a Google Maps search.
What to do
- Search Google Maps for a vet clinic near you, and call before you go.
- Save the number of a vet clinic near your home in your contacts, so you can call right away when you need to.
Without internet, the emergency clinic list may be out of date
When the phone is offline, or Tendpaw can't reach its server, the app can't load the latest list. From version 2.0, the emergency screen shows the Ho Chi Minh City 24/7 clinics saved in the app, and that list may be out of date. Version 1.1.0 shows clinics only when you're signed in and online.
What to do
- Call before you go, to be sure the clinic is open and takes emergencies.
- Save the number of a 24/7 clinic near your home in your contacts.
- Once you're back online, open the emergency screen again for the latest list.
An old dose still says “Overdue” after a newer vaccine
When your pet has had a newer vaccine that covers an old dose (for example a 7-in-1 after a 5-in-1), version 1.1.0 may still show the old dose as “Overdue”. From 2.0, the app knows the newer dose replaces it.
What to do
- Don't re-vaccinate because of this “Overdue” alone. Ask your pet's vet, and bring the vaccination book.
- Version 2.0 fixes this: update Tendpaw once 2.0 is on the App Store.
1. Sign-in and accounts
If a sign-in code email does not arrive, check spam, confirm the email address, and wait for the resend timer shown in the App. For Google or Apple, retry with the account you previously used.
Never share a sign-in code. Tendpaw will not ask for your Google/Apple password or ask you to email a sign-in code to support.
2. Data and account deletion
Tap the Account icon at the top right, then Data & privacy to change data choices or download a copy of your data. To delete the account: Account → Settings → Delete my account. In versions before 2.0, these are under the Me tab.
If the account used Google or Apple, the App may ask you to sign in again so it can revoke the linked identity before deleting Tendpaw data. If that step is canceled or fails, the account has not been deleted and you can retry.
No longer have the App? See how to ask by email at tendpaw.com/en/delete-account.
3. Paid plans
A Tendpaw plan bought through the App Store or Google Play is charged, renewed and refunded by the store. To cancel: on an iPhone, Settings → [your name] → Subscriptions → Tendpaw → Cancel Subscription; on Android, Google Play → profile picture → Payments & subscriptions → Subscriptions → Tendpaw → Cancel subscription. The plan keeps working until the end of the period you paid for.
That remaining time ends when the account is deleted: to use the rest of the period you paid for, delete the account after it ends.
Deleting the App or your Tendpaw account does not cancel a plan: cancel it in the store first. For a refund of an Apple purchase, ask at reportaproblem.apple.com. For Google Play, email us from your account's address with the latest order number (GPA.…); we look at each case.
4. Reporting AI assistant, clinic or visit request problems
For an unsuitable AI answer, use the report button on the answer in the App. Do not rely on support email for a pet-health emergency.
For map, clinic information or visit request problems, include the clinic name, time, and steps you took. Avoid sending an exact home address when an approximate area is enough to investigate.
5. Helpful details
Include the account email if relevant, your phone (iPhone or Android) and its system version, Tendpaw version, time of the problem, a screenshot with sensitive data hidden, and steps to reproduce it.
Do not send sign-in codes, tokens, passwords, full medical records, or another person's data. We will ask for more only when it is necessary to handle the request.
6. Privacy and legal information
App Privacy Policy: tendpaw.com/en/app-privacy. App Terms of Service: tendpaw.com/en/app-terms. Account deletion without the App: tendpaw.com/en/delete-account.
Requests to access, correct, or delete data can be sent to [email protected]. We may need to verify that you own the account before acting.
Contact support
Email [email protected], from your account's email address if the question is about your account or a plan. Suggested subject: “Tendpaw support — [short description]”. We usually reply within a few hours, and by the next working day at the latest.