Common questions

What usually goes wrong

If none of these matches, write to kontakt@zooplanet.org and describe what you were doing when it stuck.

• The photo will not upload — usually there is no signal. It waits in the send queue and goes on its own; do not photograph it again.
• I cannot edit this animal — you did not enter it, or you have been deactivated at that shelter. Ask the shelter's administrator.
• The app says I am signed out — the session expired, or somebody signed in with the same account on another phone. Sign in again; nothing in the send queue is lost.
• My colleague cannot see the shelter — they are not on the roster, or they are still only invited. Add them in the “Volunteers” pane.
• The e-mail never arrived — check the spam folder, then the address on the account. If the address is wrong, the message never comes back as an error.
• The donate button says payment is unavailable — online payment is not switched on yet. That is the true state and not a fault.