Contact support
Email support@firesapps.com.
For faster troubleshooting, include the Pawfile Support ID shown in Settings, the app version, iOS version, device model, steps taken, and exact error message. Never send passwords, payment details, authentication codes, or pet photos unless support specifically asks for one.
Frequently asked questions
How do I get started?
Choose two to four clear pet photos. Pawfile uses the first photo as the primary image sent to its AI provider, together with your pet description and chosen style, to create the pixel companion. Review the result, choose an available plan, and follow the in-app setup for widgets, the Lock Screen, and Live Activities.
How do I manage or cancel a subscription?
Active subscribers can open Pawfile Settings and tap Manage subscription. You can also open iOS Settings → Apple Account → Subscriptions → Pawfile, or use Apple's subscription page. Cancel at least 24 hours before the current period ends to avoid the next renewal.
How do I restore a purchase?
On the Pawfile paywall, tap Restore and use the same Apple Account that made the original purchase. An active subscriber can also open Settings → Manage subscription and use the restore option. If restoration fails, confirm the Apple Account and network connection, restart Pawfile, and contact support with the Support ID.
How do I delete my account or app data?
Pawfile has no account. Delete an individual pet photo from the photo screen, or use Settings → Reset Pawfile to remove local pet photos, generated artwork, app state, widget content, scheduled local notifications, and the current Live Activity. Resetting or deleting Pawfile does not cancel an Apple subscription or automatically delete remote records already held by Apple or Pawfile's service providers. Email support with your Support ID and approximate dates if you want help requesting deletion of remote records.
What permissions does the app request?
Pawfile uses the Photos picker for images you choose, may request camera access to take a pet photo, and may request notifications for alerts, sounds, badges, and pet activity updates. Change access at any time in iOS Settings → Apps → Pawfile.
What should I do if something is not working?
Check your internet connection, confirm Pawfile is updated, close and reopen the app, and restart the iPhone. For widget or Live Activity issues, confirm Pawfile has notification and Live Activity access and open the main app once to refresh it. For generation issues, try a clear, well-lit primary photo. If the issue continues, contact support with the Support ID and exact error text.
Billing and refunds
Apple manages Pawfile payments, subscription cancellation, billing, and refunds. Pawfile cannot issue an App Store refund directly. To request one, visit reportaproblem.apple.com. The exact price and any eligible introductory offer are always shown by Apple before purchase.
Legal information
Read the Privacy Policy and Terms of Use.