Help & FAQ
How can we help?
A short guide and answers to the most common questions. Did not find yours? Write to us - we are happy to help.
Before you start
The first steps are simple: create an account, make a pet from a photo and take care of it. We describe the whole process step by step on the How it works page.
First steps
How do I create a pet?
Log in, choose "Create a pet", upload a photo of a pet or pick a template and enter a name. In a moment your 2D pet will be ready to play.
Do I need an account?
For playing and saving progress, yes. Creating an account is free, and only an adult (a parent or guardian) can create it.
How does the free week work?
A new account gets 7 free days with a pet picked from the gallery - no payment details, no subscription.
After the week the pet is locked, but all progress (level, inventory) stays saved. You can then pick a package in the shop (the showcase pet stays for good and the package includes a pet of your own), create your own pet, or do nothing. Your own pets from a photo or description are paid from day one.
Coins and purchases
Where do I get coins?
You earn coins by playing mini-games and caring for your pet. They also come bundled inside paid packages (e.g. 1,000 coins in the Royal Package), but we never sell them separately - you cannot buy them "by accident" with real money.
Do purchases cost real money?
Basic play is free. Some extras (e.g. packages, your own pet) are paid with Paws - they are always clearly marked and require confirmation.
How to secure purchases is described in the Parent zone.
What are Paws?
They are the YourPet purchase currency: 1 Paw = 1 zł, and every price also shows the amount in zloty. You buy Paws on the website through Przelewy24 or in the phone app in the App Store or Google Play, and use them for your own pet, packages and costumes - there is one balance, so Paws from one place work in the other. Paws never expire, but they cannot be exchanged for money or moved to another account.
I bought Paws but I cannot see them on my account.
They usually arrive within a few seconds. If the payment went through but the Paws are missing, refresh the page or open My panel → Paws in the app and wait a moment - do not buy again. In-app purchases waiting for parental approval (e.g. "Ask to Buy") appear once approved. If nothing changes, write to us - include the Przelewy24 payment number or the store order number.
How do I file a complaint or request a refund?
File a complaint through the contact form (category "Complaint") or by writing to kontakt@yourpet.pl. Refunds of unspent Paws bought on the website - within 14 days of purchase, the same way. Refunds of Paws bought in the app are requested in the store: Apple - reportaproblem.apple.com, Google Play - order history in the Google Play app. Details are in the Terms of Use (sections 6 and 7).
Account and data
I forgot my password - what do I do?
Use the password recovery option on the login page. If that does not help, write to us via the contact form.
How do I delete an account or a child’s data?
In the phone app: My panel → Account settings → "Delete account". On the website: write to us via the contact form from the email address linked to the account - we will fulfil the request and confirm deletion.
Are private pet photos safe?
Yes. Uploaded photos are used solely to generate your pet model. They are never used to train public AI models or shared with third parties without your knowledge.
Technical problems
The pet did not generate or the app is slow
Refresh the page and check your internet connection. If the problem persists, write to us - tell us which device and browser you use.