If you’re experiencing a glitch, an error message, or something just not working the way it should - we’re here to help!
Below are some steps you can try first, followed by what to include when reporting the issue so we can get it resolved as quickly as possible.
Try These Quick Fixes First
Depending on your device, here are a few things that may solve common problems:
On Desktop or Mobile Browser:
Refresh the page
Try a different browser (we recommend Chrome, Safari, or Firefox)
Clear your cache and cookies - see Common Browser Issues
Check your internet connection
On the App (Android or iOS):
Close and reopen the app
Check for app updates in the App Store or Google Play Store
Restart your device
Make sure app permissions are enabled (e.g. photos, notifications)
Uninstall and reinstall the app
Having Account Troubles?
These help articles may get you back on track:
Need Help?
We’re here for you! If you run into any issues or have questions,
easily send us a support ticket by filling in this Support Ticket form with the following details to help us troubleshoot:
What to Include in your report:
A description of the issue
If it relates to a specific advert, please include the Advert ID or Link
Are you using the Lancaster Puppies app, a mobile browser, or a computer?
If using a browser, which one (Chrome, Safari, etc.)?
Are you on an Apple or Android device?
A screenshot or short screen recording of the issue would be very helpful
Any other helpful context, such as "What were you expecting to happen? What happened instead?"
Technical issues may take longer to resolve than general inquiries. Depending on the complexity, it could take a few hours or up to several days - but we aim to resolve most user-specific issues within 7 business days.