🔧 Troubleshooting Center

Resetting your Paws Source password is quick and secure:

• Click "Forgot Password" on the login page.
• Enter the email address associated with your account.
• Check your inbox for a reset link (valid for 24 hours).
• Create a new password with at least 8 characters, one uppercase letter, and one number.

Can't find the email? Check your spam folder or contact support.

Delivery times typically range from 2-5 business days depending on your location. Here's how to check status:

• Log into your dashboard and go to "My Orders".
• Click the order number to view live tracking details.
• If tracking shows "Delivered" but you haven't received it, check with neighbors or building management.

Still missing? We'll file a claim with the carrier and ship a replacement within 48 hours.

Double charges usually occur due to:

• A failed payment that automatically retried and succeeded on the second attempt.
• Multiple auto-renewals triggered by browser cache or duplicate account links.

We automatically detect and refund duplicate charges within 3-5 business days. Check your billing history for a "Refund Adjustment" line item. Need immediate help? Use the contact button below.

Try these steps to resolve app crashes:

• Force close the app and restart your device.
• Check for updates in the App Store or Google Play Store.
• Clear cache: Settings > Apps > Paws Source > Storage > Clear Cache.
• Ensure your OS is updated to the latest version.

If the issue persists, visit our System Status page to check for ongoing maintenance.

Keeping your pet's profile accurate ensures better nutrition plans and vet consultations:

• Go to Profile > My Pets > Edit Details.
• Update allergies, medications, weight, or vet notes.
• Upload new documents via the "Medical Records" tab.

Changes sync automatically across all Paws Source services. Our vet team will review updates within 24 hours.

Yes! You can upgrade, downgrade, or cancel anytime from your dashboard:

• Navigate to "Billing & Subscriptions".
• Click "Manage Plan" to switch tiers. Changes apply on the next billing cycle.
• To cancel, select "End Subscription" and confirm. You'll retain access until the period ends.

Downgrading to free retains your pet profiles and order history indefinitely.

We take full responsibility for fulfillment errors:

• Take a photo of the item and packaging.
• Go to "Order Issues" in your dashboard and select the affected order.
• Choose "Damaged" or "Wrong Item" and upload the photo.

Our team processes replacements within 12 hours. No need to return defective products unless requested.

If your authenticator app isn't generating codes or SMS isn't arriving:

• Check that your device's date/time is set to automatic.
• Ensure you're using the correct phone number or QR seed.
• Try generating a new code and wait 30 seconds before entering it.

Lost your 2FA device? Use backup codes from your account settings or contact support for secure verification.