Support: Help Center & FAQ

To update your personal data or password in the app, simply navigate from your profile to Settings > Account Settings and change your name, email address or password.

If your app crashes, there are a few steps you can try:

• Close the app: Close the app completely and then restart it.
• Restart your device: Turn your device off and on again to fix temporary issues.
• Update the app: Make sure you have the latest version of the app installed. Check the App Store or Google Play Store for updates.
• Clear the cache: On Android devices, go to App Info and clear the cache. On iOS devices, reinstalling the app can help.
• Contact our support: If the problem persists, don't hesitate to ask our friendly support team for help. We're here for you!

You can use Hundeo on multiple devices! Simply log in with your credentials on each device. Your data will then be automatically synchronized. If you have any issues, our support team is always available. For best performance, we recommend always using the latest version of Hundeo and your operating system.

If you can no longer see content like the Trick of the Day, it may be because you haven't added a dog. Normally, you add your dog when you register. If that's not the case or you deleted your only dog, this issue may occur. To resolve it, please go to your profile and add a dog. After that, the content in the respective categories should be visible again.

If content isn't loading, it may be because you're not connected to the internet. Check your internet connection and try to restore it if necessary.

Also make sure you're using the latest version of the app.

In rare cases, we may be performing server maintenance and content may temporarily be unavailable. In this case, we recommend simply opening the app again an hour later.

Follow these steps to delete a dog's profile in the app. Remember that you must have at least one dog registered in the app to use its features.

1. Select the dog: First, go to the profile of the dog you want to delete. Click on the dog's image in the upper right corner. Select the corresponding dog from the popup menu that appears.
2. Edit profile: Navigate to the "Profile" tab and select "Edit Profile".
3. Initiate deletion: Click on the red trash can icon in the upper right corner to start the deletion process.
4. Confirm deletion: A dialog will ask whether you really want to delete the dog's profile. Confirm by clicking "Yes". The dog's profile will then be deleted.

Annual subscriptions are billed immediately in full. If a monthly price is shown next to the annual subscription, this is for comparison purposes only.

You can find the dog whistle and clicker directly on the home screen of the app, also known as the "Today" tab. In the upper right, next to the flame icon, is a green clicker icon. Tap it and you'll go to the clicker screen. There you can choose between the clicker and the dog whistle.

Your Hundeo Pro subscription renews automatically to ensure uninterrupted service. If your subscription is expiring soon, it will automatically renew unless you have cancelled it in the respective App Store beforehand. After you cancel, your subscription ends with the next due payment.

Your payment is secured according to the latest standards. The entire payment process is handled through the respective Apple or Google Store. After your purchase, you will receive a confirmation by email.

You're just a few clicks away from our support, anytime. In your profile settings, you can click on "Feedback" or "Contact" at any time to send us a message or find more solutions in the help area. You can also email us anytime at support@hundeo.com.

The content of the Hundeo app was created in collaboration with a wide range of experts. All exercises were developed together with certified dog trainers, nutritionists and veterinarians. This ensures that the content provided is of high quality and based on solid expertise.

You can delete your Hundeo account yourself through Account Settings. This cannot be undone.

Here's how:

1. Log in to the Hundeo app.
2. Select the gear icon for "Settings" in the upper left corner of your profile.
3. Go to "Account Settings".
4. Click on "Delete Account" and confirm your decision.

Note: If you have a subscription through iTunes or Google Play, you must first cancel it and wait for it to expire before you can delete your account.

Alternatively, you can request deletion through our Account Deletion page.

If you can't hear sound in the videos, please turn up the volume on your smartphone. Also make sure that the speaker icon in the lower right corner of the videos is turned on.

To update your payment information for your subscription, you need to make changes through the App Store you use.

iOS (Apple App Store):

1. Open "Settings" on your iOS device.
2. Tap on your name and then on "iTunes & App Store".
3. Tap on your Apple ID (email address) and then on "View Apple ID".
4. Sign in with your password or Face ID/Touch ID.
5. Select "Payment & Shipping" and then "Payment Information".
6. Update your payment information and tap "Done".

Android (Google Play Store):

1. Open the Google Play Store on your Android device.
2. Tap the menu icon in the upper left corner.
3. Select "Payment methods".
4. Tap "More payment settings" to open the Google Pay website.
5. Under "Payment methods", you can add a new payment method or edit existing ones.

Paddle (Purchase via website):

1. Open any Paddle or Hundeo receipt email and click "Manage Subscription".
2. Sign in with a magic link.
3. Select your Hundeo subscription → Payment method → Update.
4. Add your new card or PayPal and save.

Can't find the email? Use "Look up my purchase" in the portal with your email and purchase details.

Where you request the refund depends on where you purchased. All details are in our Refund Policy.

Paddle (Website purchase on hundeo.com, www.hundeo.com or app.hundeo.com):

You have a 14-day right of withdrawal, no reason required. Simply reply to your Paddle or Hundeo receipt email, use the electronic “Withdraw contract" function, or email support@hundeo.com with your order ID and the email address used for the purchase. The refund goes to the original payment method, typically within 5 to 10 business days. After the 14-day window we review on a goodwill basis.

Apple App Store (in-app purchase on iPhone/iPad):

Processing is at Apple's discretion. Cancel your subscription before submitting the request.

1. Go to reportaproblem.apple.com.
2. Sign in with your Apple ID.
3. Click "Report a problem" next to your subscription.
4. Select the reason and submit.

More info: Apple Support.

Google Play (in-app purchase on Android):

Processing is at Google's discretion. Cancel your subscription before submitting the request.

1. Follow the instructions on the Google Play refund page.
2. Find the order and select "Request a refund".
3. You will receive an email about your refund (up to 4 business days).

Cancellation is done directly through the App Store of the respective operator.

iOS: Follow the instructions on the Apple Support page.

Android: Follow the instructions on the Google Play Support page.

In the app:

1. Open the Hundeo app and click on your profile.
2. Click the gear icon in the upper right corner.
3. Open Account Settings.
4. Click on "Manage Subscription" at the bottom.

Paddle (Website purchase):

Open a Hundeo receipt email and click "Manage Subscription". Sign in and cancel in the portal.

If you accidentally unlocked a subscription, request a refund:

• Refund from Apple
• Refund from Google Play

If you have any issues, send us an email with a screenshot of your subscription to support@hundeo.com.