Pet Cam Pro support

Setting up

1. On the spare iPhone or iPad, open Pet Cam Pro, choose Camera, and make a new home.
2. On your phone, choose Viewer, then Join a home. Scan the code the camera shows with your phone's Camera app, or open the link it sends.
3. Both screens show a six-digit code. If they match, tap Approve on the camera.

Devices signed in to the same Apple Account, with iCloud Keychain on, find your home by themselves. To add someone else's device later, open Settings (the gear) and tap Add a new device. Approve a device only if it shows the same code as yours.

Any iPhone or iPad with iOS 17 or later can be the camera. Apple Watch joins through its iPhone.

Keeping a camera running

iOS lets a camera see only while Pet Cam Pro is open on its screen. The checklist at the top of the camera's Settings shows each of these:

• Keep it plugged in, on a stand where it can see your pets. The screen dims on its own after 30 seconds.
• Keep Pet Cam Pro open. If the screen locks or another app comes up, the camera can't see, and your phone says so.
• Guided Access (Settings › Accessibility) can also stop a paw or a person leaving the app, if you want it.
• On iPhone 15 and later, limiting the charge to 80% (Settings › Battery › Charging) is kinder to a battery that's always plugged in.

When something's not right

The camera says "Can't see"

Its screen locked, another app took over, it's in Split View, or it got too hot. Open Pet Cam Pro on the camera again and leave it in front. Sound alerts carry on meanwhile.

A camera shows as offline

It lost its Wi-Fi or its power, or Pet Cam Pro was closed on it. You get an alert when a camera goes offline, unless it's turned off in Settings.

Live video doesn't start

• Live video needs a plan. Settings › Plan shows which one you have.
• Check that the camera is online and isn't saying "Can't see".
• Away from home, live video goes through our relay when your devices can't connect directly. Each plan includes 10 hours of that a month. Once they're used up, live video from away works only where your devices can connect directly, until the next month.

Alerts don't arrive

• Check that notifications are on in Settings › Notifications › Pet Cam Pro.
• In Settings, under Notifications, check the kinds of alert you want.
• A muted camera sends no alerts. Unmute it from its live view.
• Focus can hold alerts back. Smoke alarm and breaking glass alerts are Time Sensitive, so a Focus that allows Time Sensitive notifications lets them through.

Pet Cam Pro isn't a security system or a smoke alarm, and doesn't replace one.

Plans and billing

• One plan covers everyone in the home, whoever pays. Starter is live view, talk and alerts for one camera. Premium adds playing and saving recordings, up to four cameras, and sharper live video.
• Each starts with a 3-day free trial for new subscribers. Moving from Starter to Premium takes effect at once; moving down takes effect when the current period ends.
• Manage or cancel your plan in Settings › your name › Subscriptions. Cancel at least 24 hours before the period ends to avoid the next charge.
• Bought on a new device, or the plan isn't showing? Tap Restore purchases on the plans screen or in Settings › Plan.
• Refunds are handled by Apple, at reportaproblem.apple.com.

Privacy

Our server can't see or hear your pets. Live video and recordings are encrypted end to end. There's no tracking. The privacy policy says what our server keeps and for how long, and how to delete it.