Support
No chat window. An inbox, and a person reading it.
Eight guides below, covering the parts of Dogoos that most often need explaining — a read that won’t start, what happens to the clip once the model has answered, why cancelling a plan happens in Google Play and not here. If none of them has your answer, there is an address at the bottom and a person behind it.
support@dogoos.com · a real human reads every message
Where to write
Two addresses, and the answers already in the app
The split is the app’s, not a website invention. The Help centre’s Contact tile, the About screen, the Rate Dogoos feedback link and the adopt directory’s “Spotted a problem or a broken link? Tell us” all open the first address. The Kennel card on the plans screen opens the second, because Kennel is arranged by conversation and has never been buyable in the app.
There is also more help inside the app than most people ever find. Settings → Support → Help centre replays any feature guide without changing your account or starting a read, so you can re-read the one about getting a good read without spending one. The export and erase controls are real screens, and they are not all on the same one: Settings → Privacy & data → Data & personalisation → Your data holds Download my data and Clear all reads & photos; Clear read history sits one level up, on the Privacy & data group itself, and clears the reads while leaving your dog photos alone. Deleting the account is somewhere else again — Settings → Account & plan → Personal details — and it asks you to sign in again before it will start.
Writing in
Four lines that turn one email into one reply
Which dog, and roughly when
Reads are dated and belong to a dog, so “Maple, Tuesday evening” is usually enough to find the exact one you mean.
What the screen actually said
The app’s messages are specific on purpose. “Today’s AI allowance is used up” and “Google Play didn’t confirm that purchase” are different problems with different answers — quote the words back and you skip a round of guessing.
Phone, or browser
They don’t do the same things. Live camera reads, picking a photo from your library, buying a plan, Doggy Dash and changing your push settings are all phone-only — the web app shows your notification inbox but can’t send you anything. It opens the rest. Saying which one you were on rules half the answers out immediately.
The email you sign in with
Not your password. Nobody at Dogoos will ever ask for it, and no reply from us ever will — the sign-in address on its own is what ties a message to an account.
One thing the app can’t hand you itself. The in-app export covers your account, your dogs, your read history, cached Stories, your preferences and your email choices — and it states in the file whether the cloud copy of your reads came down completely, rather than quietly handing you a short one. A few server-side records sit outside it: the consent ledger and the delivery audit behind account emails. Ask support@dogoos.com and those come back as a broader access request. The privacy policy is the binding version of what is held.
One email, one reply
- What you didThe screen you were on, and what you tapped
- What it saidThe sentence on screen, word for word if you can
- Your phoneWhich one, and which Android version
- WhenRoughly when it happened, so we can find it
The honest bit
Some of it is genuinely out of our hands
Some of what people ask for is not ours to give, and it is kinder to say so here than in a reply. Money is the big one. When you subscribe, Google takes the payment and owns the controls that come with it: cancelling and refunds both happen there, not here. Cancel and you keep the plan until the period you have already paid for runs out — only then does it drop back to Pup.
What support can do
- Work out what actually went wrong, from the message the app gave you
- Take a broader data-access request for the server-side records the in-app export doesn’t reach
- Explain what leaving a household does and doesn’t take with you, and which control reaches what you captured there
- Point you at the control that already exists — the erase, export and plan screens are all real, and all in Settings
- Read a bug report properly. Dog photos in the same email are actively welcome
What nobody here can do
- Cancel a subscription for you. Google Play owns it, and only you or Google can stop it — the app sends you to the right Play screen rather than offering a button that can’t deliver
- Issue a refund. Those are asked for in Google Play too. If one is granted, your plan switches itself off without anyone here touching it
- Tell you your next billing date. That lives in Google Play, and the app deliberately never prints a renewal date it would be guessing at
- Bring back a guest account you have signed out of. The app warns you first, in as many words: signing out erases this device’s data and it can’t be recovered
- Lift one keepsake back out of a household for you. When you leave, everything shared stays with the household. What you can do yourself is Clear all reads & photos, which reaches every read you took and every keepsake you captured — including in a household you have since left. It is account-wide, though; it can’t be narrowed to one household
Deleting your Dogoos account does not cancel your subscription. They are separate things owned by different companies. Cancel in Google Play first, then delete the account — otherwise Google carries on charging for a plan whose account no longer exists.
Questions, answered
Answered before you have to ask
Is there a phone number or a live chat?
No, and no ticket system either. Every way of contacting Dogoos — in the app and on this site — is an email address. One inbox somebody reads beats a queue nobody watches.
How quickly will I hear back?
The app’s own line is the one we’ll stand behind: “Our team usually replies within a day.” There is no out-of-hours promise attached to it, because we are not going to make one we can’t keep.
Which address do I use?
support@dogoos.com for anything about your account, your data, a privacy request, billing or a bug. hello@dogoos.com for the Kennel plan and other professional enquiries, press and partnerships.
Can you cancel my subscription or refund me?
No — and nobody at Dogoos can. When you subscribe, Google takes the payment and owns the controls: cancelling and refunds both happen in Google Play, and the app links straight to the right screen instead of offering a button that can’t deliver. Cancel and the plan runs to the end of the period you have already paid for. If a refund is granted, your plan switches itself off — Dogoos is told in real time, and a daily sweep catches anything that notification missed.
Can you delete my data for me?
You don’t need us to. Settings → Privacy & data → Data & personalisation → Your data holds Download my data and Clear all reads & photos; Clear read history sits on the Privacy & data group itself and clears the reads without touching your dog photos. Each of them reaches the cloud copy as well as the one on your phone, and the photos one also takes keepsakes you captured inside a household, including one you have since left. Deleting the account itself is Settings → Account & plan → Personal details, and it asks you to sign in again first — cancel that prompt and nothing is deleted. Email support when you want the server-side records the in-app export can’t reach.
Is there a forum or a community?
No forum, no Discord. There are these guides, Bark & Bite for dog news decoded for humans, and the inbox. The app’s Help centre does carry a Community tile, and it opens this website — these pages are all that sits behind it.
Still stuck? Write it down
and send it to a person.
Email support@dogoos.com ✉️
A real human reads every message · no ticket number, no queue