Pet Owner Instructions – English

Browser Requirements (Do Not Use Internet Explorer)

Safari

Our platform works great on the latest versions of Safari. Our platform does not work on Internet Explorer

Chrome

Our platform works great on the latest versions of Chrome. For how to set video permissions please click here. Our platform does not work on Intenet Explorer

Firefox

Our platform works great on the latest versions of Firefox. Our platform does not work on Intenet Explorer

Video Consultation Requirements

Apple Mobile Devices.

Apple phones and tablets (iPhone 5 and up, iPad 2 and up, iPod Touch 5 and up, iPad Mini) are supported using OS v11.0+ and the Safari browser is required. Older Apple iOS devices are not supported. A Wifi connection is recommended for the best experience but not required as the system works on cellular data as well.

Laptops | Desktops

The latest versions Chrome, Firefox, and Safari are the reccomended browsers. Do not use Internet Explorer. The device must have a camera and microphone. A Wifi connection is recommended for the best experience but not required as the system works on cellular data as well

Android Devices

The latest versions of Chrome, Firefox, and Android Browser are required. The device must have a camera and microphone. A Wifi connection is recommended for the best experience but not required as the system works on cellular data as well

Booking a Consultation

Step 1 – The Dashboard

When you first login to the platform, you arrive on the Dashboard. This page contains all of your present / past appointments that you can access at any time, in addition to the consultation options that you’re able to book. To book a consultation or send a message, press the ‘Message Now’ or ‘Schedule Now’ buttons

Step 2a – Sending a Message

Once you’ve clicked ‘Message Now’, you will arrive on the messaging sequence page. This will ask you to complete some information, such as intake form questions, and ask you to provide more information about your pet’s issue. Follow the sequence, input payment information, and click ‘Send Message’ at the end. your message will then be sent to the clinic. You will receive an email notification when a Veterinarian has responded. You can login to the platform to view and respond to the Veterinarian

Step 2b – Scheduling an Appointment

Once you click ‘Schedule Now’, you will be directed to the booking sequence page. The first step of the sequence is scheduling available time with Veterinarian. You can click ‘Change Date’ to view availability on a different date than the current date. Follow the sequence steps and click ‘Schedule Appointment’ at the bottom once complete. This will then direct you to the Digital Consultation Room!

Step 3 – Attending a Consultation

Once in the consultation room, you can upload images, videos, and documents. If it’s a Video Consultation, click Start Consultation to begin the video session. If it’s a Phone Consultation, the Veterinarian will call you at the desired start time on your telephone. If it’s a message,
just wait until the Veterinarian responds. You will be notified via email when the vet responds

You’ve Been Booked for a Consultation

Step 1 – Email Confirmation

If you’ve been booked for a consultation by the clinic, you will receive an email notification of you booking. Click the link within the email to setup your account or view the consultation.

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Step 2 – Setting Up Your Account | Login

If you’re a new user to the telehealth platform, you will need to setup your account by entering your email address and setting a password. If you’re an existing user, you will simply need to login. The link within the email will direct you to the appropriate page

Step 3 – Confirming Your Appointment

Once you’re logged in, you will arrive on the Dashboard. Your upcoming appointment will appear in the ‘Upcoming Appointments’ section on the Dashboard. Click on the ‘Confirm Appointment’ button located on the right side of the box for that upcoming appointment.

Step 4 – Completing the Booking Information

In order to confirm your appointment, follow the steps within the booking sequence. You may be asked to answer intake form questions that help the Veterinarian understand more about your reason for the visit, or ask for payment information. For paid consultations, we accept major credit cards. You will need to enter your credit card number and valid postal code. Click ‘Confirm Appointment’ to complete the booking

Step 5 – Attending a Consultation

Once in the consultation room, you can upload images, videos, and documents. If it’s a Video Consultation, click Start Consultation to begin the video session. If it’s a Phone Consultation, the Veterinarian will call you at the desired start time on your telephone. If it’s a message,
just wait to the Veterinarian responds. You will be notified via email when the vet responds

Receipts and Payments

Step 1 – Locating Receipts and Payments

To access your payment details and receipts, simply click on ‘Receipts and Payments’ from the left-hand navigation menu.

Step 2 – The Receipts and Payments Page

On this page, you can easily access and download your receipts by clicking on the ‘icon’ within the Action column. You can also update your credit card information on this screen as well.

Contact Technical Support

This form should only be used for technical inquires about the platform, and NOT pet concerns as it’s NOT managed by Veterinarians