Last updated: 16 August 2026
Locality is made by one person, so support comes from a real inbox rather than a ticket system. You will get a reply.
Email: support@thenocturnecollective.co.uk
Please say which device you are on (iPhone or Android, and roughly which model) and, if something went wrong, what you were doing at the time. That is usually enough to work it out.
Check your connection first. Logs live in your account rather than only on the phone, so if the app cannot reach the server it will tell you the logs could not be loaded. That message means a connection problem, not a lost history. Nothing is deleted, and the logs come back when you are back online. If you see a genuinely empty history while online, email us before adding anything, so we can look at the account as it stands.
They are not meant to. Locality shows the climate of the place the species comes from in the wild, not your local weather, so a keeper in Manchester and a keeper in Madrid see the same numbers for the same animal. The location on each species profile is the specific wild reference point the data was taken from.
That is deliberate and it is not a bug. Care status is separate from climate and natural history, because care is the part where being wrong can hurt an animal. Where we could not find a source we trust, we say so rather than filling the gap with something plausible. Natural history and climate on those profiles are still verified.
Yes, and this is the most useful thing you can send us. There is a request option in the app under Browse. Tell us the species and roughly where your animal or its line came from if you know it, because the locality is the hard part.
In the app: Menu, then Settings, then Delete account. It removes your account and your data. It cannot be undone, and it is immediate rather than queued.
Photos you add to an animal are uploaded to your account, so they follow you to a new phone when you sign in. If a photo does not appear after switching device, check you are signed in to the same account and give it a moment on first load.
Some warnings are deliberately not dismissible. They are the small number that cover things that can kill an animal quickly, and they stay visible on purpose. If one is showing that you believe is wrong for your setup, please tell us which animal and which warning, because that is worth us looking at properly.
If you think the app has told you something that could harm an animal, email with URGENT in the subject line and we will treat it as such. Getting that wrong is the failure this app is built to avoid, and we would rather hear about it immediately.
Locality is a reference and record-keeping tool. It is not veterinary advice. If an animal is unwell, contact an exotics vet.