Support

Signing in and one-time passcodes (OTP)

MyFilo signs you in with a one-time passcode sent to your email or phone. If the code doesn't arrive or won't work:

• Check the spam, promotions and junk folders for your email code.
• Confirm the address or mobile number you entered has no typos or extra spaces.
• Wait 60 seconds before requesting a new code — earlier codes stop working once a new one is sent.
• Codes expire after a short time. Request a fresh code rather than reusing an old message.
• Make sure your device clock is set automatically, and that you have a working data or Wi-Fi connection.
• Still stuck? Email support@myfilo.help with the address or number you used and the approximate time you requested the code.

Safety guidance

MyFilo is a marketplace that helps you find local pet-care providers. You decide who cares for your pet, so take the same care you would with any person you invite into your home.

• Meet the provider and let them meet your pet before the first booking.
• Agree the routine in writing: feeding, medication, exercise, and what to do in an emergency.
• Share your vet's name, address and phone number, plus an emergency contact.
• Keep conversations and arrangements in the app so there's a record of what was agreed.
• Never share one-time passcodes, bank details or identity documents with another user.
• If a pet is in immediate danger or a crime may have occurred, contact your local emergency services or a veterinarian first, then tell us at support@myfilo.help.

Reporting a user or a booking problem

Email support@myfilo.help with the booking details, the other person's name as shown in MyFilo, dates and times, and anything you'd like us to review. We investigate reports of unsafe behaviour, harassment, misrepresentation and attempts to take payments off-platform, and we can restrict or remove accounts.

Privacy requests

For access to your data, correction, export, objection or erasure, contact privacy@myfilo.help. To delete your account, follow the account deletion steps. Our privacy policy explains what we collect and why.

Billing

For questions about a charge, a refund request or a receipt, email billing@myfilo.help with the date, amount and the booking it relates to. Purchases made through Apple are billed by Apple; refunds for those are requested from Apple directly, and we'll help you with the details.

Response times

We aim to reply within two business days. Safety reports are prioritised. Our terms are set out in the terms of service.