Kiba Support

Kiba scores pet food against your dog's or cat's profile. If something isn't working, or a score doesn't look right, here's how to get help.

Email: support@kibascan.com — we read every message and usually reply within 2 business days.

Common questions

A product I scanned isn't in the app.
Tap "Add this product" after the scan and photograph the ingredient panel. We'll read the label and add it, usually within a day or two. You'll get credit for the contribution.

The score looks wrong.
Tap the score to see the breakdown — it shows which ingredients moved it and why. If it still looks wrong, use the "Report an issue" option on the product so we can check the underlying data. Ingredient lists change, and a product's listed formula sometimes lags the bag on the shelf. Always read the physical label.

Why is this product not scored at all?
Some products are deliberately not scored: prescription veterinary diets (that's a decision for your vet), variety packs with multiple different recipes, products under an active recall, and non-food items like supplements, grooming products, and medications.

Why did my score change?
Scores are specific to the pet profile you selected. Changing your pet's weight, age, health conditions, or allergens changes the score, because the score reflects that pet.

The barcode won't scan.
Make sure the barcode is flat and well lit, hold the phone about 15–20 cm away, and let the camera focus. If the barcode is damaged, you can search for the product by name instead.

I have a subscription question.
Subscriptions are billed by Apple. Manage or cancel in Settings → your name → Subscriptions on your iPhone. Refunds are handled by Apple — we can't issue them, but email us and we'll help you find the right place.

How do I delete my account and data?
Open Pet Hub → Settings → Delete my account, review what will be removed, and confirm. No email is required. Kiba shows the deletion status and confirms completion after account and device cleanup has finished. Choose Start again to return to onboarding. If Kiba asks you to close and reopen it, follow that step; your request is saved. If interrupted, reopen Kiba to continue; if a retry is needed, follow the status shown in the app. Deletion cannot be undone. Shared, non-personal label facts may remain without a link to your account. See the Privacy Policy for details.

Account deletion does not cancel an Apple subscription and is available with or without membership. Manage or cancel renewal with Apple separately. If you cannot access Kiba, email support@kibascan.com for help.

Is Kiba a substitute for my vet?
No. Kiba is an informational tool. It doesn't diagnose, treat, or prevent anything, and it isn't veterinary advice. If your pet is unwell, call your veterinarian.

Reporting a safety problem

If you believe a product in Kiba is unsafe, or that we have a recall wrong, email support@kibascan.com with the product name and what you're seeing, and we'll prioritize it.

For an actual emergency involving your animal, contact your veterinarian or an emergency animal hospital immediately. In the US, the ASPCA Animal Poison Control Center is (888) 426-4435 (a consultation fee may apply).