Contact us
For app support and privacy questions.
Include your iPhone model, iOS and app version, the screen you were using, and the exact error or steps that led to it. A screenshot with private details hidden can help.
Never send an API key or password. Please do not send a full household backup unless we have agreed it is needed.
Getting started
Pup & Up requires an iPhone with iOS 18 or later and an available iCloud account. Save your guardian name, then set up a puppy, accept an existing household invitation, or import an existing journal.
Joining another guardian should not require creating a second puppy profile. The app may need an internet connection to verify the iCloud account.
Household sharing
In More, choose Invite or manage people. Each guardian uses their own Apple Account. Changes sync through iCloud when connected and may take time to arrive.
Check the selected household and sync message on both devices. If a meal has just been fed and sync is still catching up, check with the other guardian before recording it again.
If the iCloud account changes, the app may lock the earlier cached journal until the original account is restored.
Meals and treat pots
Choose the exact product before following a gram recommendation. The app uses one daily calorie allowance, including recorded food, allocated treat pots and reserved bowls. Record how much was actually eaten and any leftovers.
Check the latest weight, birthday, feeding plan and product calories if a suggestion looks unexpected. Automatic estimates and photo reports are starting guidance, not veterinary advice. Daily budgets currently follow the Europe/London calendar.
NFC quick tags
Open More > Set up or scan an NFC tag. Choose Bowl, Door or Treat pots, read a rewritable NDEF tag such as NTAG215, review its contents and confirm writing. Scan the same tag again and wait for verification.
Writing replaces the tag's existing NDEF contents, but does not permanently lock it. Later, hold the top of a compatible iPhone near the tag with the screen awake and tap the NFC notification; unlock if prompted.
A scan opens a page and never logs an event by itself. Older website tags keep their original destination until rewritten. The app's Scan and open a quick page button is another way to use a tag. If this website opens instead, use the care page's Open button.
Adding photos
Use More > Photos & AI reports to add or change profile pictures and build weekly review albums. The app requests a compatible image and creates a smaller JPEG copy without changing the original in Photos.
If Photos cannot supply the image, open it in Photos and let it download first. For an unsupported RAW image, select a compatible JPEG or HEIC copy. Archive keeps a photo for later; it is not permanent deletion.
Optional AI reviews
Core tracking and guided reviews work without an API key. For AI, add your own OpenAI API key in More > AI photo reviews. Each request requires explicit consent and usage is billed to your OpenAI API account. ChatGPT sign-in is not currently available.
If a request is marked uncertain, do not assume it was free or automatically repeat it. Check its status and your OpenAI API usage first. Saved reports support your own observations and do not diagnose or change feeding targets.
Corrections and backups
Use the Journal to edit an existing entry instead of adding it again. More > Transfer & backups provides complete exports, import previews and journal recovery.
Complete exports contain private household records, photos and reports, so store and share them carefully. Recovery restores journal information but leaves photos and AI reports in the library. An imported website journal is a transfer; it does not keep syncing with the old website.
For retention, deletion controls and how iCloud, optional AI and this website handle information, read our privacy notice. For help with removal or your personal information, email yespupup@frasor.co.uk.
For concerns about your puppy's health, contact your vet; the support mailbox is for app help.