A pet vanishing from your list is alarming, but in most cases it's a refresh issue or a sharing change — not lost data. Here's how to work out which.
Jump to:
- "Pet not found"
- A pet you own is missing
- A pet shared with you is missing
- If the pet was deleted
"Pet not found"
If the app can't load a pet's profile, it shows "Pet not found" and takes you back to Home. That can mean the pet was removed — by you, or by its owner if it was shared with you — but it also appears when the profile simply couldn't be fetched, for example on a dropped connection.
First step: on the pets list, pull down to refresh. Your list is kept for up to a minute before refreshing on its own, so a pull-to-refresh gives you the current picture straight away. The same works on the pet profile screen.
A pet you own is missing
- Pull down on the List tab to refresh.
- Make sure you're signed in to the right account — pets belong to the account that created them.
- Check your internet connection and reopen the app.
Please note: if a deletion failed part-way through, the pet is put back in your list automatically. Pull to refresh to confirm it's really still there.
A pet shared with you is missing
Shared pets appear in your list only while the share is active. A pet shared with you will disappear if:
- The owner stops sharing that pet with you, or
- The owner removes you from their family (or leaves the family themselves)
Ask the owner to share the pet again. There's more in the Family Sharing section of this help center.
If the pet was deleted
Deleting a pet is permanent — there's no undo and no way to restore it. Deletion also removes that pet's photo and files, documents, calendar events and appointments, consults and chat history, health records, QR scan history, notifications, tracker history and activity data.
Important: deleting your Ask A Vet account deletes every pet you own in the same way.
If it still doesn't work
If a pet has genuinely disappeared and nobody deleted it, contact Ask A Vet support [CONFIRM: support contact channel or link] with the pet's name and the email address on your account.
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