Getting started

How do I pair with my partner?

You both need Nunoo on your own phone, with your own account.

1. One of you opens Nunoo and taps Create invite. You get a six-character code, for example AB3X7Z.
2. The other one opens Nunoo, taps Join with a code, and types the code in.

From then on you share one pet. Capital letters do not matter when you type the code.

My invite code does not work.

Check these first:

• The code has six characters and no spaces.
• You are using the code your partner made. You cannot join your own code.
• Each code works once. If it says the code was already used, ask your partner to make a new one.
• Neither of you is already paired. The app says "You already have a pet paired with a partner" if you are.

If none of these fix it, email us (see the support page).

I am already paired and want to join someone else.

You need to leave your current couple first. See What happens if one of us leaves?.

I forgot my password.

On the sign-in screen, tap Forgot password? and enter your email. We will email you a link. Tap the link on the same phone, then choose a new password. Reset links expire after a short while, so ask for a new one if yours has timed out. If the email does not arrive, check your spam folder.

Your pet

Why is my pet sad?

Your pet gets hungry, bored or tired over time. If nobody looks after it for a while, it gets sad and misses you. This is not a penalty. There is no score to lose and no streak to break. Do one care action and your pet cheers up.

Why can't I do another care action yet?

Each care action has a short wait before it can be done again. This stops one person filling every bar in a minute. Check back a little later.

Does my partner see what I do?

Yes. When you care for your pet, your partner sees the change on their phone. They see it when both phones are online and the app is open.

My partner's changes do not show up.

• Check that both phones have a mobile or Wi-Fi connection.
• Open Nunoo and wait a few seconds.
• Close the app fully (swipe it away in the app switcher) and open it again.
• Check that you are both in the same couple. If you are not sure, see My invite code does not work.

If it still does not work, email us. Include both phones' models and iOS versions.

I am not getting notifications.

Notifications need three things:

1. In your iPhone Settings > Notifications > Nunoo, Allow Notifications is on.
2. In Nunoo, Settings > Notifications shows On. If it shows Off, tap it to turn it on.
3. Focus or Do Not Disturb is not holding them back. Check Focus in Control Centre.

Apple can delay notifications by a few minutes. If they never arrive after these checks, email us.

Your account

How do I change my name?

Open Settings in Nunoo, tap Name, and change it.

How do I change the language?

Open Settings in Nunoo and tap Language. The app is available in English, Japanese, Korean and Portuguese.

What happens if one of us leaves?

Either partner can tap Settings > Leave couple. Read the warning first: leaving ends the couple and your pet is lost. Both of you are unlinked. You cannot get the pet back.

After you leave, each of you can create a new invite or join a new one. Outfits are kept for the couple, so when a couple ends, the outfits it owned go with it for both of you. The person who bought an outfit still owns it with their Apple ID. After they pair again, they can tap Restore Purchases in the Wardrobe to get it back. Restore needs an active couple, so pair first. The partner who did not buy it would need to buy it themselves.

How do I sign out?

Open Settings and tap Sign out. Your pet and your data stay on our servers. Signing back in brings them back.

Purchases

What can I buy?

Most of Nunoo is free. Two outfits for your pet are paid: the Flower Crown and the Space Helmet. Each one is a one-time purchase, not a subscription. Once one of you buys it, it is shared with your partner while you are paired. The price is shown in the Wardrobe in your local currency and is set by Apple.

Nunoo has no subscription. You do not need to cancel anything.

How do I restore a purchase?

Open the Wardrobe (the tab with the shop) and tap Restore Purchases. Use the same Apple ID you bought with. If you bought on another iPhone, sign in to that Apple ID on this phone first.

I paid but the outfit is not unlocked.

1. Tap Restore Purchases in the Wardrobe and wait a minute.
2. Close and reopen Nunoo.
3. If it still does not show, email us. Include the Apple order email or the order ID, and the Apple ID you used. Do not send card details.

How do I get a refund?

Apple handles refunds. Go to reportaproblem.apple.com, sign in with your Apple ID, and ask for a refund on the Nunoo purchase. Apple decides on refunds, not us.

Privacy and data

What information does Nunoo keep?

To run the app we keep:

• Your email address and the name you choose.
• Your couple, your pet, and its care history.
• A notification token, so your phone can receive alerts.
• Crash reports and usage events linked to your account, so we can find and fix problems.
• Purchase status for outfits, so they show on the right account.

We use these to run Nunoo and fix bugs. The full list and how we use it is in the Privacy Policy.

How do I delete my account and data?

Open Settings and tap Delete account. Confirm, and your account, your pet and all of its history are deleted straight away. Your partner is unlinked. This cannot be undone.

If you cannot open the app, see How to request deletion by email.

Contacting us

How do I contact you?

Email support@nunoo.app. Please do not send your password or payment details. See the support page for what to include.