Support
How can we help?
Most questions about how Pawlse works are answered below. If yours is not, write to us and a real person will read it.

Email us
support@pawlseapp.comIf something is not working, it helps a lot to include your iPhone model, the iOS version, and what you were doing when it happened. Screenshots are welcome.
Common questions
Feeding & diet
Where does the calorie number come from?
Their resting need is worked out from body weight, then adjusted for life stage, whether they are neutered, and how active they are. On a weight goal it is based on the target weight instead, with a safe floor underneath it. Every plan has a "Why this number?" breakdown showing each step.
Why will it not accept my weight target?
Targets outside the healthy range for that breed, sex and body condition are refused rather than warned about. Pawlse suggests the nearest weight it can safely support, and the stepper is bounded so you mostly cannot pick an impossible number in the first place.
Why can I not put my kitten on a diet?
Kittens are still growing, so both weight-loss and weight-gain plans are refused - only maintain is available. They are fed to a growth curve instead, which already accounts for putting on weight at the right pace.
Why was I blocked from logging a meal?
Either there is no active diet plan for that cat yet, or they have already had one meal more than their plan allows. The first is a setup prompt. The second is a hard stop with no override - if they are genuinely still hungry, that is worth raising with your vet rather than adding meals.
Do I have to scan the food label?
Scanning is how Pawlse gets the real calorie figure off the tin, and it is what makes a plan accurate for your cat. Without one, Pawlse falls back to sensible estimates - around 100 kcal per 100g for wet food, 385 for dry - and marks every portion built on them as an estimate.
Care score & the twin
How is the daily score worked out?
Four things count, each worth a quarter of the score: two feedings, one water, one litter and one play. The score is the average of how far each one got toward its target.
Why did feeding extra not raise my score?
Each category stops counting once it reaches its target, so a big day in one cannot paper over a gap in another. It rewards a rounded day rather than one thing done a lot.
What keeps a streak going?
Log a meal, water refill or bowl clean, litter scoop, play, or grooming for any cat. One server-confirmed care day extends your household streak. Connect before midnight in the household time zone. Seven uninterrupted care days earn a Streak Freeze, up to two. A Freeze protects a missed day but adds no streak or badge progress. Without a Freeze, a missed day ends the run. Late or historical logs cannot restore it. Earned badges survive ordinary breaks; correcting their supporting logs can change rewards.
Why does the twin look droopy?
The twin reads the same score you do: thriving from 75 up, neutral in the middle, droopy below 40. It also reacts for about a minute and a half after you log something, and shows concern when medication is overdue.
Logging & history
Can I fix something I logged wrong?
Entries are never edited. Undo it within a few seconds of logging, or remove it from the timeline, then log the correction as a new entry. Keeping the record append-only is what makes it trustworthy to hand to a vet.
Why is there no "did not do it" button?
Nothing logged means it did not happen - absence is the record. An unlogged meal stays actionable until midnight, then simply is not part of tomorrow.
What is an "extra meal"?
A meal that did not line up with a planned slot. They are always shown rather than quietly folded in, so the calorie picture stays honest.
Does a weigh-in update the profile?
Yes. Weight is logged as an event and the profile follows the most recent one, so the diet maths is always working from the latest weigh-in rather than a number typed in months ago.
AI features
What can the scanners read?
A food label scored for your specific cat, a nutrition panel for exact calories, your cat's breed from a photo, a vet invoice, and a shop receipt for expenses.
Are my photos kept?
Scan photos are analysed and discarded - never stored, except a food scan you explicitly save to your food library, which keeps a small copy of that one photo. Photos you attach to Ask Pawlse go to private storage that only your account can read.
Why will Ask Pawlse not give me a dose?
It cannot. Doses are stripped out in code before the AI ever sees them, so there is nothing to talk it around. Dosing comes from your vet, who knows the cat.
Can the AI change my data?
No. It can offer to create a reminder or open a screen, and nothing happens until you tap Confirm. It can never log care, edit records or delete anything.
Is there a limit on AI use?
Yes - a monthly allowance for each scanner and a daily one for Ask Pawlse. Rescanning a photo you have already scanned is free and instant for 30 days.
Reminders & notifications
A reminder did not go off.
Check its category switch in Settings, Notifications - a category that is switched off is never handed to your phone, even if the reminder itself is on. Then confirm you granted notification permission.
How far ahead are reminders set?
Your phone only lets an app hold a limited number of pending notifications, so repeating reminders are scheduled a couple of weeks at a time and topped up whenever you open the app.
Can one reminder cover every cat?
Yes - leave the cat unset when you create it and it applies to all of them.
What happens when a course of medication ends?
Reminders with an end date stop on their own, so you do not keep getting pinged for a course that finished last week.
Your data
Does Pawlse work without signal?
Logging, reminders, scores, badges and PDF export are all worked out on your phone. The AI features need a connection, so scanning a label or asking Pawlse a question has to wait. A diet plan can still be built from your cat's own details in the meantime, as an estimate.
What does cloud backup actually do?
It backs up your cats and their care history, keeps a shared household in step across phones, and brings everything back when you sign in on a new device.
What happens if I remove a cat?
It is permanent on that device - profile, care history, reminders, medication and diet plans all go, and there is no undo. Worth exporting a PDF first if you want to keep the record.
How do I get my data out?
Export & backup produces a PDF of everything, or a per-cat report sized for a vet appointment.
