Frequently asked questions

Is it free?

Yes. You can create an account for free today. To see the full free feature list see our pricing page.

Is there an app?

Yes, The Reptile Keeper is distributed with progressive web app technology, you can find the instructions to download it here.

How do I change my password?

If you've forgotten your password completely, you can use our forgot password feature to reset it. You will get a link in your email with instructions on how to reset it.

You can find the forgot password page here

If you know your current password, you can change it by going to the account security page and following the onscreen instructions.

What happens to my data if I unsubscribe?

If you are subscribed to Reptile Keeper Plus, and you unsubscribe, you will lose access to some of your data such as your shop. In this event, we store your data ready for when you re-subscribe.

If you want us to permanently delete this data, get in touch with us and we'll remove the records for you.

How do I change my email?

If you have forgotten your email completely, you will need to contact us. A member of staff will walk you through your account recovery after asking some security questions.

If you know your email, you can change your it by going to the account security page.

I didn't receive my forgot password email

Your forgot password email may take a few minutes to arrive. If you have waited and still not received it, check your spam or junk folder in your email.

You can also add our email to your address book: [email protected]

If you still haven't received it, you can request another here.

My card was declined

If your card was declined at checkout, please check you have enough funds to complete the purchase.

If it is still not working for you, please try a different card or contact support at our contact page.

How do I cancel my subscription?

You can cancel your subscription on the subscription management page.

If you cannot sign in or you are unable to unsubscribe, please contact us

I've spotted something wrong

If you have spotted a bug or an error on the site, please contact us.

Do you take feature requests?

Yes. If you have a cool idea you'd like to see on Reptile Keeper we would love to hear it. Contact us and we'll evaluate whether it's possible or not.

We make no promises that any features requested will make it to the live site.

My problem isn't here, how do I contact you?

You can contact us through our contact page here

If you prefer, you can email us at [email protected]

I've contacted you through one of your channels. When can I expect a response?

Our support team aims to get back to you within 24 hours.

This may not always be possible due to high demand.

If your matter is urgent, please mark it as such in your email or message.