PetSociety SupportNeed help with PetSociety?
This page centralizes the most-requested answers plus every way to reach the Neothone team. Start with the topic that matches your situation and send us a ticket whenever you need a human touch.
Account & login
Reset passkeys, change your email, and unlock profiles that were flagged for unusual activity.
- Use Profile → Settings → Security for passkey resets and session reviews.
- You can update your email from Profile → Account; contact us if you no longer have access.
- If your account is locked, share the device ID from the lock screen so we can restore it faster.
Community & safety
Report listings, moderations, or urgent safety concerns inside clubs, feeds, or DM rooms.
- Tap ••• on any post or profile → Report and include screenshots or chat links.
- Incidents that involve physical meetups are escalated to the on-call moderator instantly.
- If you feel unsafe, pause all contact and tell us—our team can freeze threads within minutes.
Billing & data
Understand receipts, breeder suite invoices, or request exports under GDPR/CCPA.
- Receipts for add-ons live in Profile → Billing and can be downloaded anytime.
- Ask for a portable export before you delete an account and we will deliver a secure link.
- Privacy and data rights questions receive priority handling by the Neothone founders.
Reach us the way that works for you
Two humans run PetSociety, so you are never routed through a bot wall. Share as much context as you can, and we will follow up with clear steps or a screenshare invite.
In-app support
Open Profile → Help & support inside PetSociety to browse articles and submit a ticket from your device.
Fastest for troubleshooting & device-specific bugs.
Email our team
Send us context, screenshots, or exports and we will respond from our shared inbox.
Replies within 1 business day (Mon–Fri, UTC+2).
Email contact@neothone.com →Priority incidents
If a meetup or pet safety situation is unfolding, mark your ticket as urgent or include “Priority” in the subject line.
We jump in under 4 hours, day or night.
What happens after you reach out?
First response
You will hear from a PetSociety team member within 24 hours (often sooner).
Live troubleshooting
We may invite you to a quick screenshare or send diagnostic steps tailored to your device.
Resolution summary
Every ticket ends with a recap email, links to next steps, and guidance on preventing repeats.
Weekend requests stay in queue, but we still scan for urgent pet-welfare issues twice a day.
Helpful resources
Jump straight to the policies and workflows people ask about most.