Troubleshooting

Make sure you're using a valid Google account and that pop-ups are not blocked in your browser. Try disabling browser extensions temporarily. If the issue persists, try the email/password login method instead.

On the login page, click Forgot Password and enter your email address. You'll receive a password reset link within a few minutes. Check your spam folder if you don't see it.

Sessions are managed by Supabase Auth and expire after a period of inactivity. This is a security feature. Simply log in again to resume your session.

If you haven't completed onboarding (adding your first pet), you'll be redirected to the setup page instead of the dashboard. Complete the pet profile setup to access the dashboard.

Check the following: (1) The file must be a JPEG or PNG image. (2) The original file size must be under 10MB. (3) Ensure you have a stable internet connection. (4) Try refreshing the page and uploading again.

This usually means the image quality is too low. Ensure the image is: well-lit, in focus, shows the subject clearly, and is not too dark or blurry. Try taking a new photo in better lighting.

Large images are compressed before upload. If compression is taking a long time, try using a smaller image (under 5MB) or a lower-resolution photo.

AI accuracy improves with more context. Try providing more detailed descriptions, including duration, severity, and any relevant pet health history. For image-based features, ensure the photo is clear and well-lit.

This may indicate a temporary issue with our AI provider (Google Gemini). Wait a few minutes and try again. If the issue persists for more than 30 minutes, contact support.

This can happen with very complex queries. Try breaking your question into smaller, more specific parts. If the issue persists, contact support.

Credits use a lazy refresh system — they reset when you make your next AI request after the cycle ends, not at midnight on the reset date. Make a request and your credits will refresh automatically.

Payment processing can occasionally take a few minutes. Refresh your page and check your plan status. If the issue persists after 10 minutes, contact support with your payment confirmation.

Check your subscription status in billing settings. If you believe the charge is unauthorized, contact us immediately at support@pawailab.com with the subject "Unauthorized Charge" and we'll investigate within 24 hours.

Make sure you're logged into the correct account. If you recently added a pet, try refreshing the page. If the pet is still missing, contact support.

Deleted pet profiles cannot be recovered. You'll need to create a new profile with the same information. We recommend keeping a note of your pet's details as a backup.