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Besvarelse fra Biscuit Pet Care

For 6 dage siden

Hi Peter,

Thanks for taking the time to share this, we’re really sorry to hear how frustrating the app has been for you lately.

It’s especially disappointing to hear that your walks aren’t recording properly and that you’ve been losing progress, we know how important it is that every walk counts. From what you’ve described, this sounds like a tracking or saving issue that we’d really like to investigate properly.

We’ve reached out to you directly to gather a few more details so our team can dig into what’s going wrong and get this resolved. If you’re happy to share a couple of recent examples of failed walks, we’ll take it from there and do our best to turn this around for you.

We completely understand your concerns around value, especially if the app isn’t working as it should, and we want to make this right.

Please do drop us a message at support@biscuitpetcare.com if you haven’t already, and we’ll prioritise this for you.

Thanks again for your feedback, it really helps us improve.

The Biscuit Team 🐾

Besvarelse fra Biscuit Pet Care

16. apr. 2026

Hi Jeanette,

Thanks for your feedback, and we’re really sorry to hear this has been happening, especially if things were working well before the update.

That definitely doesn’t sound right. Walk tracking, including distance, should be recording consistently, so we understand how frustrating it is when it doesn’t, particularly when it affects your progress and rewards. 

We’ve recently made some improvements to how walks are processed in the background, which helps performance overall, but it can sometimes lead to issues like this for certain users. We’d really like to take a closer look at what’s going on in your case.

If you’re happy to, please drop us a quick message at support@biscuitpetcare.com with a bit more detail (device type, app version, and when it tends to happen). That’ll help us get this sorted for you as quickly as possible.

We appreciate you flagging this, it really helps us improve, and we’re on it.

The Biscuit Team 🐾

Besvarelse fra Biscuit Pet Care

16. apr. 2026

Hi Nicola,

Thanks for taking the time to share this, and we’re really sorry it’s been a bit hit and miss.

It sounds like your walks are either slow to update or not recording properly while you’re out, which we know can take the fun out of it. Walk tracking should feel smooth and reliable, so this isn’t the experience we want for you.

We’ve recently made some behind-the-scenes improvements to how walks are processed, which means updates can occasionally take a little longer to come through while everything syncs up. That said, it definitely shouldn’t feel inconsistent.

If you can, please drop us a message at support@biscuitpetcare.com with a bit more detail about when this happens. For example, if it’s in low signal areas or happens on every walk. That’ll help us pinpoint what’s going on and get things running as they should.

Thanks again for flagging it. We’re on it.

The Biscuit Team 🐾

Besvarelse fra Biscuit Pet Care

23. mar. 2026

Hi Kelc,

Thanks so much for your feedback, we’re really glad to hear you’re enjoying the app and making the most of the rewards.

We’re sorry to hear about the issues with GPS and distance tracking, though. We know how frustrating it is when a walk doesn’t record properly or misses the mark. That’s not the experience we’re aiming for.

We’re actively working on improving walk tracking to make it more reliable and consistent, so every step you take counts the way it should. Your feedback really helps us focus on what needs fixing.

If the issue keeps popping up, feel free to drop us a message at support@biscuitpetcare.com, and we’ll be happy to take a closer look for you.

Thanks again for being part of the Biscuit journey

Besvarelse fra Biscuit Pet Care

23. mar. 2026

Hi Helen,

Thanks for reaching out, and it’s great to hear you’ve been enjoying Biscuit overall.

We completely understand how frustrating that feels. When your weekly progress resets after missing a day, it can feel like all that effort has been undone.

What you’re seeing is linked to how streaks or consecutive-day tracking works. Some challenges are designed to count continuous days, so if a day is missed, the streak resets and starts again from zero.

We’re always looking at ways to make this clearer and more intuitive, so it’s easier to track your progress without any surprises.

If you’d like, drop us a message at support@biscuitpetcare.com, and we can take a closer look at your account and the specific challenge you’re seeing.

Thanks again for sticking with Biscuit. We’re here to help you make every step count