App Support

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What app do you use?

We use an app called Precise Petcare, a trusted third-party platform designed specifically for pet care providers and their clients. This app helps streamline communication, scheduling, and updates, ensuring a seamless experience for both pet parents and our team.

Through Precise Petcare, you can:

  • View and manage your service schedule
  • Update personal and pet information
  • Receive real-time updates and journals about your pet’s care
  • Add or modify payment information
  • Easily communicate with our team

It’s user-friendly and built to make managing your pet’s care as convenient as possible! If you haven’t already downloaded it, you can find it in your phone’s app store—just search for “Precise Petcare” and look for the purple paw icon. For your convenience, click here if you’re an Apple user or here if you’re an Android user.

Is the app compatible with all devices?

Yes! The Precise Petcare app is compatible with most modern smartphones and tablets running iOS or Android. You can download it from the Apple App Store for iPhones and iPads or the Google Play Store for Android devices.

However, it’s important to ensure your device meets the minimum requirements for the app:

  • iOS devices: The app typically requires a certain iOS version (e.g., iOS 11 or later).
  • Android devices: It may require a specific Android version (e.g., Android 7.0 or later).

If you’re unsure whether your device is compatible, check the app’s details in the app store for the latest requirements. While the app is not designed for use on desktop computers, you can still access your account via the Precise Petcare web portal on a computer browser.

How do I log in to the app?

To log in to your client account through the app:

  1. Download and open the Precise Petcare app.
  2. Enter your email and password.
  3. If you’ve forgotten your password, click Forgot Password to reset it.

Important Note: Only existing clients have accounts with us. If you’re a new client and haven’t used our services before, you’ll need to schedule a Meet N Greet first.

What if I can’t access my client account in the app?

You’ll only be able to log in to your client account if you’ve already created one with us. To create an account, you must first schedule a Meet N Greet with us. Once scheduled, you’ll receive an email with a link to the account creation page where you can register and set up your account.

If you’ve already scheduled your Meet N Greet but misplaced the follow-up email or didn’t receive it, click here.

If you know you’ve already created an account but are just having trouble logging in, try clicking Forgot Password to reset it. For further assistance, please don’t hesitate to contact us!

Can more than one person have access to my account?

It is not possible to add additional emails and passwords to one single client account. However, you’re more than welcome to provide your current email and password to whomever else you would like to have access to your account.

How do I reset my password?

To reset your account password, click Forgot Password and enter the email address associated with your account. A new temporary password will be emailed to you. If you’re not receiving the password reset emails then add “myhandsnpaws@preciseemail.net” to your Safe Senders list.

If you’d like to set a new password after having logged into your account, you can do so by going to My Account and scrolling down to where it says “Current Password” and “New Password”. Please fill out both fields and click Save Screen Shot 2022 08 23 at 2.33.00 PM.

How do I update my account information?

Updating Personal Information (Phone Number, Address, Home Details):

Navigate to Petcare > My Info and scroll down to find the appropriate fields to update your information. Be sure to click Save at the bottom when you’re done. Click here to learn more.

Updating Pet Information (Food, Walk Routine, etc.):

Go to Petcare > My Pets, locate the pet profile you’d like to update, click on the Pencil icon, and make updates to the necessary fields accordingly. Don’t forget to click Save at the bottom. Click here to learn more.

Updating Account Info (General Settings & Login Details):

Head to My Account to manage general settings, set your starting page, update your profile photo, view the signed policy agreement, or change your email and password. Remember to click Save at the bottom.

How do I view my service schedule?

To access your service schedule, go to My Schedule. By default, the current month will appear in a 30-day calendar format. This page displays all your scheduled services on their respective calendar dates and times. To learn more, click here.

*To adjust the view of the schedule, click the calendar icon at the top of your screen and choose your preferred option, such as 1 Day, 1 Week, or another format.

Can I schedule a service directly through the app?

Absolutely! This is one of the app’s most popular and valued features, making it incredibly easy and convenient to work with us. Click here to learn how to schedule services effortlessly!

How do I cancel or modify a service?

To learn how to cancel a service, click here. If you need to update service details—such as the date, time, or tasks—click here for step-by-step instructions.

Where can I see updates about my pet’s care?

You can see updates directly in your account via Pet Care Journals! After each scheduled service with your pet, you’ll receive an app notification letting you know there’s a new “Pet Care Journal” ready to view. Journals are our post-service write-ups designed to give you peace of mind; they include:

  • Details on the service, including team member who visited, arrival & departure times, etc.
  • A checklist of completed tasks
  • Fun photos
  • A GPS map showing our whereabouts during the service
  • A detailed recap of the wonderful time we had

If you’re not receiving app notifications for new journals, don’t worry—they’re also sent to the email address associated with your client account. Alternatively, you can view pet care journals by following these steps:

  1. Login to your client account.
  2. Go to My Schedule.
  3. Locate the service you want an update for, and click the Journal icon inside the service box to view the details.

How do I add or update payment information?

To add or update your payment information, navigate to Billing > My Billing Info and complete the required fields. Start by selecting “Yes” for Keep Credit Card on File, choose your Payment Method, and fill in the remaining details, including your billing address.

Don’t forget to click Save at the bottom to apply your changes. To learn more, click here.

What should I do if the app keeps crashing or freezing?

If the app is crashing or freezing, it could be due to a poor service area. Check your connection to ensure you have a stable internet signal.

You might also want to try deleting and reinstalling the app to refresh it and resolve any temporary glitches.

If these steps don’t resolve the issue, it may require the expertise of the app developers. Click here to submit a support ticket. Precise Petcare’s support team is highly responsive and helpful, so they should be able to assist you in resolving the problem quickly!

How do I contact support through the app?

If you need to reach Hands N Paws for simple questions—such as scheduling, updating pet notes, or viewing invoices—you can easily send an in-system email through the Messages feature.

If your issue involves a more complex software problem (e.g., crashing or freezing), you’ll need to contact Precise Petcare’s support team by submitting a support ticket. They’ll assist you with any technical issues.

Additionally, please note that Hands N Paws customer support is also available via phone and text, not just through in-system messaging. Feel free to contact us through the method that’s most convenient for you!

Can I upload additional notes, photos/videos, or special instructions for my pet through the app?

Absolutely! We encourage you to provide as much detail as possible in your pet’s profile under Petcare > My Pets. This helps us understand your pet’s unique needs and provide the best care possible.

If you’d like to add additional notes, photos, videos, or special instructions beyond the existing fields, you can upload them under the Files section at the bottom of your pet’s profile. Accepted file types include PDFs, PNGs, MP4s, and more.

Your thoroughness in sharing detailed information about your pet is always appreciated and ensures we can deliver personalized, top-quality care!

How do I add additional pets to my account?

To add another pet to your account, navigate to Petcare > My Pets and click New Pet. Fill out the required fields, starting with your pet’s Name, Breed, and Age, and continue down to include details like Vet Information. When you’re finished, be sure to click Save at the bottom to apply your changes.

Why am I not receiving app notifications?

If you’re experiencing issues with notifications, it could be due to one of the following reasons:

  1. First-Time User: If you’ve just downloaded the app for the first time, a quick one-time troubleshoot might help. Try deleting and re-downloading the app to ensure everything is set up correctly.
  2. Phone Settings: Your phone’s notification settings may not be configured to allow notifications from Precise Petcare. Check your general phone settings to confirm that notifications are turned ON for the app.

If the issue persists, feel free to contact us for further assistance!

What are all the notifications that the app is going to send me?

New Pet Care Journals, On The Way, Service In-Progress, New Emails (either mass communication to all clients or an email exclusively from support to you), …

Can you summarize the functionality of each tab in the main menu?

Sure! Here’s a condensed overview:

  • Dashboard: View a timeline of completed services, payments, invoices, and communication. See upcoming and past services at a glance.
  • My Schedule: Request, manage, cancel, or modify services. View journals and add/update trip details.
  • Petcare > My Info: Update personal info (e.g., contact details, home access, emergency contacts).
  • Petcare > My Pets: Manage pet profiles, including care routines, medical, and vet info.
  • Billing:
    • My Billing Info: Store your payment method.
    • Invoices: View invoices for services.
    • Transactions: Review payments and associated invoices.
    • Make a Payment: Submit manual payments or tips.
  • My Photos: Access all pet care photos in one location.
  • Messages: Communicate with the support team and manage conversations.
  • My Account: Adjust app settings, update login credentials, and view signed agreements.

Can I change notification settings to only get notified/email about specific things?

Yes! To customize notification settings, you can…

If I close out the app, will it log me out?

No, closing the app will not log you out. However, if you’re in the process of making changes to your account (e.g., in My Info, My Pets, My Account, etc.) and accidentally close the app or log out, your changes won’t be saved automatically. Be sure to click the Save button at the bottom of each page to apply your updates.

If you manually log out by going to the Settings wheel in the main menu and selecting Logout, you’ll need to log back in the next time you open the app.

If I delete the app and re-download it, will I lose all my data entered into the app?

No, deleting and re-downloading the app will not cause you to lose your data. All your information, including personal details, pet profiles, service schedules, and payment details, is securely stored on your account in the system. Once you log back into the app after re-downloading, all your data will be restored.

If you encounter any issues logging in or accessing your information, feel free to contact us for any assistance!

What are your top suggestions for app usage and success?

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Stop your worry & stress about your pets!

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By signing this agreement, you confirm that you’ve read, understood, and agreed to the policies below. Your signature also allows us to add your email to our mailing list (you can change your preferences anytime).

Key Terms
– Client = You
– Company = Hands N Paws
– Team Member(s) = Our pet care professionals

Emergency Care Policy
You’re responsible for providing emergency instructions and medical details for your pet. Otherwise, we’ll contact your vet or an emergency clinic in case of an emergency. Team Members may make urgent care decisions (excluding euthanasia) if immediate action is needed. You’re responsible for any veterinary costs, and Hands N Paws isn’t liable for circumstances beyond our control.

Home Access Policy
A lockbox with a spare key is required to ensure we can access your home. Garage or keypad codes are okay but don’t replace the need for a lockbox. Provide clear access instructions in your account notes. If entry is complicated, email us a video walkthrough to avoid delays. Our priority is your pets, not troubleshooting access!

Cancellation Policy
We get it—plans change! Here’s our policy:
– 48+ hours notice: 100% refund as Account Credit.
– 24-48 hours notice: 50% refund as Account Credit.
– Less than 24 hours: No refund.
Refunds are issued as Account Credits and auto-apply to your next invoice.

Safe & Sanitary Environment
You understand and agree that the environment in which we provide services is reasonably sanitary and safe. If we determine that your home is unsanitary or unsafe, we’ll let you know and take appropriate action, which may include stopping services.

Service Termination Policy
In rare cases, if we believe there’s a serious danger to the health or safety of our Team Members or your pets, we may terminate services during a scheduled period. If this happens, you agree to cover the cost of boarding your pet or arranging alternative care until you return. We’ll do our best to notify you and/or your emergency contacts in these situations.

Third-Party Access Policy
You’re responsible for letting us know if anyone else will have access to your home during the scheduled services. Hands N Paws is not liable for any loss, expense, or damage caused by third parties entering your home during this time.

Vaccination, Licensing & ID Policy
Before services begin, all pets must:
– Be up-to-date on vaccinations and local licensing.
– Wear an ID tag with your contact info or be microchipped for identification.

Pet Safety Policy
For everyone’s safety, dogs must remain leashed during walks. Off-leash walks are strictly prohibited.

Accurate Pet Information Policy
Keep your pet’s info in your account accurate and up-to-date. Every three months, you’ll be prompted to review and confirm your pet’s details before being able to request services. Hands N Paws isn’t responsible for issues caused by outdated or incorrect information.

Provide Visuals Policy
For complex routines or home entry instructions, please record a video and email it to us. A visual guide helps us better understand your needs and ensures smooth service delivery.

Flexible Arrival Times
Services are scheduled within a two-hour arrival window to accommodate travel and other clients. While we’ll do our best to meet your preferred times, exact arrival times can’t be guaranteed.

Trial Visits
For extended pet care (e.g., vacation services), we require a Trial Visit while you’re still in town. This helps ensure your pet is comfortable with our team before committing to long-term care.

Service Request Approval & Availability
We do our best to accommodate all requests, but approval depends on Team Member availability. After submitting a request, you’ll receive an email confirmation or declination within 48 hours. If declined, we’ll work with you to explore alternatives.

Communication Policy
Team Members will update you on your pet’s care through post-service journal entries in your account. If they have urgent questions during a service, they’ll call you using the number on file. If you receive a Team Member’s personal number, please don’t use it freely. Keep all communication in your account by responding to journals, updating service notes, or, if needed, contact our main office.

Team Appreciation
Our Team Members work hard to care for your pets, and a little appreciation goes a long way! Feel free to leave kind journal comments, rate services, or tip for exceptional care. It means the world to us!

Meet N Greets
A Meet N Greet is required before starting services to ensure we understand your pet’s needs and provide the best care.
– Virtual Meet N Greets: Free.
– In-Person Meet N Greets: $50.
New Clients can schedule at *www.myhandsnpaws.com*; Existing Clients can book through their account.

Pricing & Surcharges
Visit *www.myhandsnpaws.com* for the most up-to-date pricing. Additional fees may apply in certain situations:
– Last-Minute Services: $15 for requests made within 24 hours.
– Holiday Services: $20 per service on major holidays.
– Additional Pets: $7 per pet beyond the first two.
– Service Adjustments: Fees may apply if additional time or tasks are required.

Payment & Billing
We accept all major credit/debit cards (Visa, Mastercard, Amex, Discover). A valid card must be stored securely in your account.
– Ongoing Services: Auto-charged every Friday for the previous week’s services.
– One-Time Services: 50% deposit charged upon confirmation; the rest is due by the last service date (auto-charged).
– Declined Payments: You’ll be notified immediately and have 24 hours to resolve it. A 10% late fee (minimum $20) applies after a second declined attempt.

Contract Terms
This agreement starts when you sign it and continues until either of us ends it. You can book additional services online anytime, depending on availability. By signing, you authorize Hands N Paws to enter your home and care for your pets without needing extra contracts for confirmed bookings.

Thanks for trusting Hands N Paws with your furry family! 🐾