DIRECT SUPPORT
Tell us what happened.
Email support@myreptiletracker.com with Reptile Tracker’s version, your device model, iOS version and the steps that caused the issue. A screenshot without private information can help.
Please do not send your password, payment card details or entire animal-data export in an initial message.
Signing in
Use the same sign-in method and app account you used before. For an email/password account, use the password-reset option on the sign-in screen. If you used Sign in with Apple, sign in with Apple again; a private relay address can differ from your ordinary email. If the app asks you to link an existing account, follow that flow rather than creating duplicate accounts.
Photos and cloud records
Check your connection and photo permissions. If the app shows a photo-cleanup error after saving, use its Retry Cleanup action. If a record or upload fails repeatedly, include the exact error and app version in your support message. Keep a separate copy of photos you need; a record export contains photo links, not image files.
Pro and purchase restoration
Open Reptile Tracker → Settings → Restore Purchases. Use the Apple Account that made the purchase and the intended Reptile Tracker account. If Pro does not appear, contact support with the purchase date and product name; never send full payment details. Purchases are completed inside the iOS app, not on this website.
Manage subscriptions, trials and refund requests →
Reminders
Allow notifications in iOS Settings and review the app’s reminder settings. Focus modes, notification settings, scheduling capacity and the device’s background behavior can affect delivery. Reminders support your record keeping; continue to check your animals directly.
Export or delete your account
Open the app’s Settings to export record data or choose Delete Account. Export anything you want to keep first, and keep original photos separately. Deleting an account does not cancel an Apple subscription.