Support

Help with logging, reports, sharing, data, and subscriptions

Need help with PetBG Journal? Email [email protected]. We usually reply within two business days.

To help us understand the issue, please include:

  • What you were trying to do and what happened instead
  • Your PetBG Journal version from Settings → About
  • Your iOS or iPadOS version and device model
  • A screenshot or exact error message, if useful

Please remove or cover names, email addresses, glucose readings, notes, and other private information that support does not need.

Reports and Data

How do I create a PDF report for my veterinarian?

The PDF is a detailed report for a period you select:

  1. Open Trends.
  2. Choose 1 Week, 4 Weeks, or 1 Year.
  3. Tap Share with Your Veterinarian.
  4. Review the pet, date range, reading count, and sync status.
  5. Generate the report and choose how you want to share or save it.

The report includes the pet profile, summary metrics, glucose trend, Time in Range, low-glucose events, and a detailed reading log for that period. It also includes a reminder that PetBG Journal does not replace veterinary care.

The PDF report is separate from the full CSV data export described below.

How do I export the full pet data as CSV?

CSV export is a Premium feature. It creates a full data file rather than a formatted report for one selected period.

  1. Open Settings.
  2. Select Data.
  3. Tap Export to CSV.
  4. Choose the pet whose data you want to export.
  5. Review the date range, reading count, and sync status.
  6. Export the file and choose where to save or share it.

The CSV contains the complete logged history for the selected pet, including timestamps, glucose readings and units, insulin, weight, notes, pet name, and glucose category. It is intended for backup, portability, or further analysis.

The Premium self-service feature does not limit your privacy rights. You can request access to or a portable copy of personal data by emailing [email protected], without buying a subscription.

Can I import an existing CSV file?

CSV import is a Premium feature:

  1. Open Settings → Data.
  2. Tap Import from CSV.
  3. Select the destination pet and the CSV file.
  4. Review the preview before confirming the import.

Import adds entries to the pet’s history; it does not replace existing entries. Importing the same file more than once can create duplicates, so keep an untouched backup and review the preview carefully.

Why does a report say that some readings are not yet synced?

PetBG Journal includes readings stored on the current device even when they have not reached the other devices in the care team yet. Before sharing a report:

  1. Check that the device is online.
  2. Pull down to refresh the current screen.
  3. Wait for synchronization to finish, then open the report again.

You can still generate or export the file if needed. The sync summary helps you and your veterinarian understand whether the report reflects the complete shared history.

How do I add a glucose reading?

After you measure your pet’s glucose and the meter shows the reading:

  1. Open PetBG Journal and tap Log Readings.
  2. Enter the glucose value in the same unit shown by the meter.
  3. Add insulin, weight, or observations when relevant.
  4. Check the measurement time and save the entry.

PetBG Journal places the reading into the configured glucose range and adds it to the pet’s history. It does not recommend an insulin amount or treatment change.

Can I edit a reading after saving it?

Yes. Open Readings, select the entry, and choose Edit Entry. Check the glucose value, unit, measurement time, insulin amount, weight, and note before saving your changes.

If the pet is shared, the update will appear on the other Care Team members’ devices after synchronization.

How do I change between mg/dL and mmol/L?

Open Settings → Preferences → Glucose Unit, then choose the unit you want to see. This changes how values are displayed without changing the underlying readings.

Always enter a new measurement in the unit shown by the glucose meter and check the unit before saving.

What do the glucose colors mean?

The colors show where a reading falls within the pet’s configured ranges: Dangerously Low, Low, Expected, or High. They organize the pet’s history and are not a veterinary assessment.

Work with your veterinarian to confirm appropriate ranges for your pet. If a reading seems wrong, verify the original meter result before acting.

Shared Care and Devices

How do two people keep the same pet history updated?

The pet owner can send a sharing link to a partner or another trusted Care Team member. After the other person accepts the link and signs in on their device, both people can add readings to the same pet profile. New and updated entries synchronize across their devices.

Sharing with one additional Care Team member is included for free. A larger Care Team requires Premium.

Each person should use their own account. Do not share Apple Account credentials or authentication details.

A reading from another device is missing. What should I try?

  • Confirm that both people are signed in and have access to the same pet.
  • Check the internet connection on both devices.
  • Pull down to refresh Home, Readings, or Trends.
  • Confirm that the entry was saved under the intended pet.
  • Leave the App open briefly so synchronization can finish.

Do not create a duplicate reading simply because an update is delayed. If the entry still does not appear, contact support with the approximate time it was created and the App versions on both devices. Do not send the exact glucose value unless it is necessary to identify the issue.

How do I remove someone’s access?

Open the selected pet’s Care Team on Home, choose the person, and use Remove Access. Removing access stops future access to that pet after the change synchronizes; it does not rewrite the historical entries they added.

Accounts and Privacy

Do I need an account?

No. You can continue as a guest and keep your pet data in the App’s local storage on that device.

Sign in when you want synchronization across supported devices, recovery of synchronized data after reinstalling, or shared care. Guest data is not automatically recoverable if the App or device is lost.

How do I delete my account?

  1. Open Settings → Profile.
  2. Select Delete Account in the Danger Zone.
  3. Read the confirmation carefully and confirm deletion.

Account deletion is different from signing out or uninstalling the App. Review the Privacy Policy for what is deleted, anonymized, or temporarily retained to complete the deletion safely.

If you are a guest, removing the App deletes its local pet data from that device, subject to any device backups managed through Apple.

How do I turn usage analytics off?

Open Settings → Privacy and turn off Share Usage Data. This stops future optional analytics and does not affect logging, reports, your account, or your subscription.

Premium and Purchases

What is included without Premium?

The free experience includes:

  • One pet profile
  • Unlimited detailed glucose logging with insulin, weight, and notes
  • Readings history and glucose-range colors
  • Trends for 1 Week, 4 Weeks, and 1 Year
  • Summary metrics, Time in Range, and low-glucose events
  • Detailed PDF report generation for a selected period
  • Medication schedules, reminders, and safety alerts
  • Signed-in synchronization and sharing with one additional Care Team member

What does Premium add?

Premium adds:

  • Full CSV data export
  • Quick Entry for adding several readings efficiently
  • CSV import
  • A larger Care Team
  • Multiple pet profiles

The current plans, pricing, billing period, and any trial are shown in the App before purchase.

How do I restore a subscription?

If you previously purchased Premium using the App Store:

  1. Open Settings → PetBG Pro.
  2. Tap Restore Purchases.
  3. Wait for the confirmation.

Use the same Apple Account that made the original purchase. If restoration still fails, tell us what happens after you tap Restore Purchases. You may include the App Store order ID from the receipt, but never send your Apple Account password.

How do I change or cancel a subscription?

App Store subscriptions are managed by Apple:

  1. Open the iOS or iPadOS Settings App.
  2. Tap your name.
  3. Tap Subscriptions.
  4. Select PetBG Journal.

Deleting PetBG Journal does not cancel an active subscription.

Urgent Pet-Care Questions

PetBG Journal support cannot provide veterinary advice, recommend an insulin amount, or help make an urgent treatment decision.

If you are concerned about your pet’s condition or believe there may be an emergency, contact your veterinarian or an emergency veterinary service immediately. Do not wait for a reply from App support.

System Requirements

  • Operating system: iOS or iPadOS 26.0 or later
  • Supported devices: iPhone and iPad
  • Online features: An internet connection is required for sign-in, synchronization, shared care, subscription management, and support links