Support

Something not working, or a question about your Purrla? Get in touch. A real person reads every message.

If you already have the app installed, Account → Report an Issue is the fastest route: it attaches your app version and device details so we do not have to ask.

Common questions

My camera will not connect during setup

Setup uses Bluetooth to hand the camera your Wi-Fi details, so keep your phone within a few feet of the camera and make sure Bluetooth is on. Purrla cameras join 2.4 GHz Wi-Fi networks; if your router broadcasts 2.4 GHz and 5 GHz under the same name, the camera may need the 2.4 GHz band enabled separately. Double-check the network password too, because a typo looks exactly like a failure to connect.

How long are my recordings kept?

Recordings are deleted automatically after the retention period shown in the app, currently 21 days. Download anything you want to keep before then.

Can I use the app without a camera?

Yes. Cat profiles, hand-logged events (vomiting, bathroom events, respiratory symptoms, behavior changes, medication and weight) and the trends built from them all work with no hardware at all.

How do I delete my account?

In the app, open Account and tap Delete account. It takes effect immediately and cannot be undone. What is removed is listed in the privacy policy.

I did not get my confirmation or password reset code

The code arrives by email and can take a minute. Check your spam folder, and make sure you are looking at the address you signed up with. If it still has not arrived, email us.

Orders and returns

For questions about an order, shipping or a return, email meow@purrlapet.com with your order number.