Check the common questions below first — most issues are covered. If yours isn't, use the form at the bottom and we'll reply within 24 hours.
No. PailPal has no account system. Your clients, schedule, invoices, and mileage log are stored on your device and synced automatically between your own iPhone and Mac through your private iCloud account.
PailPal syncs exclusively through CloudKit's private database, using the iCloud account signed in on each device. Confirm the same Apple ID is signed in on both devices, and that iCloud Drive is enabled. Sync can take a few minutes, especially right after adding a client or clean up on a cellular connection.
Check your price book settings — base rates, condition multipliers, pet and add-on fees, and the recurring discount all factor into the quote. If a client's history shows a different price than expected, confirm the clean type and square footage you selected for that visit.
Mileage logging is manual start/stop and requires Location access (When In Use) on iPhone — check that it's enabled under Settings → PailPal → Location. PailPal never tracks location in the background; you need to tap start before you drive and stop when you arrive. Mileage logging is iPhone-only — there's no entry point on the Mac app.
Mileage rates are stored by effective date, so a mid-year rate change shouldn't affect entries logged before it. If a rate looks wrong, check the rate's effective date under Settings → Mileage Rates and adjust it — PailPal doesn't give tax advice, so you're in control of the rate used for any date.
PailPal uses the system contact picker, which doesn't require a separate permission prompt. If the picker doesn't open, make sure you're tapping "Add from Contacts" on the Clients screen — you can always enter a client manually instead.
Deleting PailPal removes the local copy on that device. If you also remove PailPal's iCloud data via iOS/macOS Settings → Apple ID → iCloud → Manage Storage, the synced copy is removed as well. We have no server-side copy and cannot recover data after both are deleted.
PailPal Pro is handled entirely through Apple's App Store / StoreKit and is tied to your Apple ID, not a PailPal account. On a new device, open Settings in the app and choose Restore Purchases while signed into the same Apple ID used for the original purchase.
Purchases are processed by Apple. Visit reportaproblem.apple.com to request a refund. NerdSnipe Inc. does not process payments directly and cannot issue refunds on Apple's behalf.
Include your platform (iOS or macOS) and a description of what happened. We respond within 24 hours on weekdays. You can also email us directly at hello@nerdsnipe.cc.