Frequently Asked Questions
Need a bit of a hand? Here’s where you can find the answers to the questions we get asked most often.
How do I install the app?
This one’s easy – just head to the Apple store or Google Play and search for PoochPlay. Download the app to your phone and wait for it to install. Then just tap to open and follow the on screen instructions to get started.
How do I create an account?
When you first open your PoochPlay app, it’ll take you through some intro screens about how the app works. Keep scrolling until you reach the end, then tap NEXT in the top right hand corner.
You’ll see a screen asking you to log in. Tap Sign Up in the top right hand corner to create an account. Then you simply fill in your name, email address and choose a password, hit Sign Up and you’re good to go. Or if you prefer, you can create an account using your Facebook, Twitter or Gmail accounts.
How do I add my dog’s info?
Tap on the pencil icon in the top left hand corner of the screen. Then just fill in the information about your pooch. You can include everything from their likes and dislikes to their microchip ID. Remember: the more information you add, the more accurate PoochPlay can be.
I want to add another dog. How can I do this?
From the main screen, tap on the menu button in the top right hand corner. Simply click on the Add button next to the picture of your dog and fill in the information about pooch number two (or three!) as before.
Where can I update or change information about my dog?
From the menu, select the doggie profile you want to edit. Once their screen has loaded, tap on the pencil icon in the top left hand corner. Here you’ll be able to make any changes to your pet’s information, like adding a new found allergy or recording a recent incident.
How can I read my notifications?
Open the app and tap the menu button. If you’ve got any new notifications, they’ll be a number next to the bell icon in the top right hand corner. Just click on the icon to read your updates.
How do I set up Personal Assistant?
Choose the pooch you want to set a schedule for. At the bottom of the screen, click on the bottom right hand icon, the one that looks like a clock. You’ll see your Personal Assistant screen. To set or edit a schedule, click the + icon in the top left hand corner.
You’ll be able to set reminders for daily tasks like walks and medications as well as periodic reminders for grooming, vaccinations and worming treatments. Once you’ve added your schedule, tap Update. PoochPlay will ask if it can access your calendar – click OK. You’ll start receiving notifications from the date of your first scheduled activity.
I’ve bought the PoochPlay dog activity tracker. How do I set it up?
Tap on the tracker icon at the bottom of the screen (it’s the one in the middle). You can choose to watch a short video here about how the tracker works, or you can just tap ADD TRACKER to begin.
On the next screen, tap Add Device. PoochPlay should come up in the list of possible devices: just pull the screen down to refresh if you don’t see it right away. Click on the tracker you want to connect to and tap Connect. The app will take about 45 seconds to sync with your activity tracker.
Once you’ve synced your device, you’ll automatically get taken to the activity screen. This is where you can see your daily, weekly and monthly activity goals and how close you are to achieving them.
Note: The activity targets are set for your dog by considering its age, breed and health, and are fixed.
I can’t get my tracker to connect with my app. What do I do?
There’s a few steps you need to take to sort this out. Start by closing your app completely. Switch the Bluetooth off on your phone, wait 10 seconds then turn it back on. You should be able to see the tracker in your list of possible devices now.
How do I update my app with the tracker information?
From the home screen, tap Update or the tracker icon at the bottom of the screen. When it loads, the app will automatically connect to the tracker and update the information. You just need to be within 10 metres of the tracker for this to work.
To update the graph, tap Refresh graph. It’ll also update itself if you close the app and reopen it.
Top tip: See the little paw print on the screen? When it glows gold it means you’re halfway to your fitness goals. Keep going, you’re doing great!
My tracker data is stored in the cloud. How can I add it to my app?
From the tracker screen, tap the + icon in the bottom right hand corner. Here you can choose to back up your data to the cloud, or restore your app. Tap on Restore from the cloud, then follow the on-screen instructions to get all that data back on your phone.
How can I delete a tracker from my account?
Tap on the tracker icon at the bottom of the screen, then tap the + icon. From the pop up menu choose Device Management. Click on My Device and information about your tracker will load. Select Delete this tracker and then tap YES. And that’s it! Easy as that.
Why am I still receiving notifications now I’ve uninstalled the app?
Oops, sorry. This is probably because you were one of our beta testers. Try restarting your phone and this should stop. If you’re still getting notifications after restarting your phone, download and install the latest version of PoochPlay. Log in to your account, then uninstall the app and restart your phone.
Got another question we haven’t answered here, or something not working quite right? Please let us know so we can fix things for you as soon as possible. Just get in touch by clicking this link and we’ll get back to you as soon as possible.
Note: You can also tap on the menu icon then choose Report a bug to tell us about any ongoing issues.
Question: I have uninstalled your app but I still receive notifications
Answer: This may happen if you were one of our beta testers. Please restart your phone and this should stop. If you still face this issue then please download and install the latest version of PoochPlay, login, log out, uninstall and restart your phone and this will resolve the issue.
Question: My tracker is installed on my iPhone / Android device but it keeps saying searching and doesn't connect.
Answer: This is nothing to worry about. This can be easily resolved by doing the following steps:
- Close your app completely
- Switch the Bluetooth on your phone off
- Wait for 10 seconds.
- Switch it back on.
That's it! However, if you still face issue then we may need to have a look at the tracker for you. Please feel free to contact us by clicking this link.