How can we help?

Onboarding asks a handful of voice-or-tap questions on first launch — your name, kennel, breed, dam name, and whelp date. NeoNest creates the litter automatically once you finish.

To add another litter later: Profile chibi (top-right of the hub) → Litters → New litter.

Open The Nest → tap the plus in the bottom-right of the pup grid → choose collar colour and gender. To edit, long-press a pup card and pick Edit.

From The Nest, tap any pup → tap the scale icon → enter the weight in grams. NeoNest builds the trend automatically; LifeShield will flag if a pup crosses the 10 percent birth-weight loss threshold.

Early Warning System — a calm paediatric checklist for each pup. Hub → EWS tile → tap a pup → answer the questions. You'll get a green / amber / red rating with a reasoning trail you can show your vet.

Open The Nest, then say "NeoNanny" clearly. She'll respond within 1–2 seconds.

Note: NeoNanny only listens for the wake-word inside The Nest. From the hub or other screens, tap her tile to chat directly — no wake-word needed.

By design. Wake-word listening is reserved for the screen where your hands are full of puppies. Everywhere else in NeoNest, summoning her is one tap away — less battery drain, less risk of accidental triggers, more privacy.

Three things to check, in order:

1. Microphone permission. Settings → Apps → NeoNest → Permissions → Microphone (must be Allowed).

2. You're in The Nest. The wake-word only listens there.

3. You're a Pro subscriber. NeoNanny voice is a Pro feature; the 7-day trial counts.

If all three are good and she's still silent, email support@neonest.app with your phone model.

Yes, fully. Every feature has a tap-equivalent. Voice is a convenience layer for hands-free moments, not a requirement. Decline the mic prompt or revoke later in your phone's app settings — nothing breaks.

£7.99 per month, billed by Google Play (Android) or the Apple App Store (iOS). 7-day free trial, no credit card required to start. Cancel any time before the trial ends and you won't be charged.

Google Play: Open the Play Store → tap your profile → Payments & subscriptions → Subscriptions → NeoNest → Cancel subscription.

Apple App Store: Settings → tap your name → Subscriptions → NeoNest → Cancel Subscription.

You'll keep Pro access until the end of the current billing period.

Refunds are handled by Google Play and the App Store, not by us directly.

Google Play: support.google.com/googleplay — refunds typically allowed within 48 hours of purchase, longer for verified issues.

Apple App Store: reportaproblem.apple.com

If you're in the UK or EU, your statutory cancellation rights still apply on top of the store policy.

Sign in with the same store account (Google / Apple) you used to subscribe. NeoNest will detect your active subscription on first launch. If it doesn't, go to Profile chibi → Subscription → Restore purchases.

Subscriptions follow your store's family-sharing rules. Apple Family Sharing is supported — one Pro subscription covers up to 6 family members. Google Play Family Library follows Google's standard rules.

NeoNest supports Sign in with Apple, Google, Facebook, X, and TikTok. Tap any of the orbital bubbles on the welcome screen and follow your provider's prompts.

Or use NeoNest as a guest — full functionality, just no cloud sync.

Profile chibi → Account & Privacy → Export my data. You'll get a JSON file with all your litters, pups, weights, feeds, and logs.

Need a different format (CSV, PDF storybook)? Email support@neonest.app and we'll prepare one within 30 days.

Two ways:

1. From inside the app: Profile chibi → Account & Privacy → Delete my account → type DELETE to confirm. Immediate removal of all your cloud data.

2. By email: privacy@neonest.app. We process within 30 days.

Full instructions on the Data Deletion page.

On your device by default. If you sign in and enable cloud sync, data is encrypted in transit (TLS) and at rest, stored in Google Firebase (UK and EU regions).

We never sell or share your puppy data with anyone. Full details in our Privacy Policy.

Try the trio first: force-close, restart your phone, reopen NeoNest. If it still crashes:

1. Update to the latest NeoNest version in the Play Store / App Store.

2. Reinstall (you won't lose cloud-synced data when you sign back in).

3. If neither works, email support@neonest.app with your phone model and Android / iOS version.

Check both: (a) your phone's notification settings for NeoNest are enabled, and (b) inside NeoNest, Profile chibi → Notifications, the switches are on for the alerts you care about (feed timers, EWS amber / red, messages).

Android specifically: also check that battery optimisation isn't excluding NeoNest from background processes.

Usually a connectivity blip. Pull down on the hub to refresh; the sync resumes when the connection's back. If it's stuck for more than 5 minutes, force-close and reopen.

Persistent issue? Email support@neonest.app with your sign-in email and we'll check the server logs.

Tap or swipe anywhere on the screen. If the hint somehow re-appears, you can permanently disable it in Profile chibi → Settings → Reset whelper hint (turn it off).

NeoNest uses ElevenLabs voice with on-device fallback. If your connection drops, the app falls back to your phone's text-to-speech (which is more robotic).

To force the premium voice: ensure you have a Pro subscription and a stable internet connection. Profile chibi → Voice settings to verify the premium voice is selected.