Support

Get help with Tailmates

A real person reads every message.

Email us

Write to support@tailmates.io. We answer every email within two business days.

Tell us your account email, your phone or tablet model, and what you were doing when it went wrong. That is usually enough to fix it on the first reply.

Something unsafe or abusive in the app is urgent. Use the … menu on any post, comment, or person to report it, or email us and put “safety” in the subject. Reports are reviewed within 24 hours. You can also block anyone at any time, which takes effect immediately.

Manage your subscription

Tailmates+ and Tailmates Silver are billed by Apple or Google, not by us, so cancellations and refunds run through the store you bought them in.

iPhone or iPad: Settings, then your name, then Subscriptions, then Tailmates.
Android: Google Play, then your profile, then Payments & subscriptions, then Subscriptions, then Tailmates.

Cancel at least 24 hours before the period ends to stop the next renewal. The full terms are in section 8 of our Terms of Service.

Delete your account

You can delete your account yourself, from the app or the web, at tailmates.io/delete-account. That page lists exactly what gets removed. If you would rather we did it, email privacy@tailmates.io from your account’s address. Deleting your account does not cancel a Tailmates+ or Tailmates Silver subscription; cancel that in the App Store or Google Play first.

Data requests

Export your data from in-app settings, or ask us at privacy@tailmates.io. Access, correction, and deletion requests are answered within 30 days.

Bloodwork and your veterinarian

Questions about a panel you ordered, a refund, or a score that has not landed yet go to support@tailmates.io. Medical questions belong with your veterinarian. Tailmates is a wellness companion, not a diagnosis, and the Longevity & Medical Disclaimer explains where that line sits.

Veterinarians and clinics have their own inbox: vets@tailmates.io.

Answers you might not need to wait for

Tailmates Town (beta)

Town opens from the menu behind the Tailmates mark, from the Home card after a walk, and from Search. On iPhone, the first open downloads Town’s art, about 16 MB, and asks first if you’re on cellular. If you see “Needs a newer phone”, Town needs an iPhone 11 or later, or an Android phone with 4 GB of memory or more. Coins come from walks of 3 minutes and 250 meters or more, up to 240 a day, and arrive after the walk is confirmed. Something odd in Town? Post it in Tailmates Feedback, pinned in Packs, or email support@tailmates.io with your phone model.

Where things moved

The latest Tailmates has a new layout. On iPhone the tabs are Home, Packs, Scout, Notifications and Profile. On Android they are Home, Search, Scout, Packs and Profile. Everything else is in the menu behind the Tailmates mark at the top left. Your dog’s longevity score is in Profile, and Settings is in the menu.

Dark mode

Open the menu behind the Tailmates mark, then Settings, Display, Appearance. Pick Light, Dark or System.

A recording notice in Voice

A host with Tailmates+ or Silver can record a walk’s Voice chat. Only speakers are recorded, and only after they tap OK. You see a notice before your voice can be recorded, and nothing you say is recorded until you tap OK. Rather not? Tap Not now or Leave, whichever the notice shows. Listeners are never recorded. The host may publish a recording as a podcast episode; every speaker in it is notified when it goes live, unless they have blocked the host or the host has blocked them, and any speaker can ask to be taken out. The Privacy Policy explains what the host keeps.