Support
Answers to what people ask most, and how to reach a person when they don't cover it.
Contact us
Email support@aivet.help. A person reads every message, and we reply within 2 business days.
If something isn't working, tell us what you tapped, what happened, and whether you're on iPhone, Android or the website. A screenshot helps more than a description.
Email supportSigning in
Do I need an account?
No. Everything works without one, stored on your device. An account backs your records up and lets you use them on more than one device.
I didn't get the sign-in email
Check your spam or junk folder for an email from Pet Health Helper. If there's nothing after a few minutes, ask for another one. There's a limit on how many can be sent an hour, so if the app says you've reached it, the earlier email is usually already waiting.
The code doesn't work
Codes expire after a while. Ask for a new code and type the one from the most recent email. On the website you can tap the link in the email instead.
Your records
Moving to a new phone
Sign in on the old device first, so everything is uploaded to your account, then sign in with the same email on the new one. Without an account, records on the old phone can't be moved.
Something I logged has disappeared
Check you're looking at the right pet (you can switch in Profile). If you use more than one device, make sure both are signed in to the same account. If it's still missing, email us with roughly when you logged it.
Care reminders aren't arriving
On iPhone, go to Settings, then Notifications, then Pet Health Helper, and turn on Allow Notifications. On Android, go to Settings, then Apps, then Pet Health Helper, then Notifications, and turn them on. Reminders are set on the phone, so they arrive without an internet connection. On Android they can arrive a few minutes after the time set, because the app doesn't use exact alarms.
The assistant
What does the assistant send, and to whom?
It's powered by Google Gemini. The privacy page lists exactly what's sent. Your email address and account aren't.
Turning the assistant off
In the iPhone or Android app, open Profile and switch off AI assistant. Nothing is sent to Google while it's off, and the rest of the app works the same. The daily brief is then written on the phone from your record.
Can it diagnose my pet?
No. It gives general information based on what you tell it and what's in the record, and it will tell you when something needs a vet. Only a vet who has examined your animal can diagnose.
Photos
Editing, saving and sharing photos
Open Health, scroll to Photos and tap Add photo, or tap any photo there, including ones from walks. You can crop to Instagram's shapes (square, 4:5 or a story), turn it, change the light and colour, pick a filter and add a strip with your pet's name and the date. Save to Photos puts it in your photo library. Share opens your phone's share menu, where Instagram, Facebook and Messages are. The app removes the photo's location before it leaves your phone.
Save to Photos says it couldn't save
On iPhone, the app needs permission to add photos: go to Settings, then Pet Health Helper, then Photos, and choose Add Photos Only. On Android no permission is needed; saved photos are in your gallery in an album called Pet Health Helper. Or use Share and pick Save Image.
Sharing with your vet
How do I share my pet's record?
Open Profile, tap Share with your vet, and give the clinic the code. You choose how long it lasts. The privacy page lists what a clinic, or a kennel or groomer with a service pass, can see.
How do I stop a clinic seeing it?
Open Share with your vet and revoke their access. It stops straight away.
Giving a walker or sitter what they need
Open Profile, tap Walkers and sitters, write who it's for and anything they should know, and send the link. They open it in their phone's browser, with no app or account, and see the essentials: allergies, medication, handling, food and the vet's number. If you allow it, they can tap Walk done and leave a note, and the walk shows up in your app under their name. Turn the link off from the same place when they no longer need it.
Deleting your account
Deleting your account removes it and everything stored with it: every pet, check-in, walk, care task, conversation and document, notes a vet sent you, and every clinic's access. It can't be undone.
In the iPhone or Android app
- Open Profile and tap your account.
- Tap Delete account, then Delete account and records.
It happens straight away, and the app returns to its welcome screen.
Without the app
Email support@aivet.help from the address you sign in with, with the subject "Delete my account". We'll confirm it's you and delete it within 2 business days, then reply to say it's done.
Without an account
There's nothing stored with us. Uninstall the app, or clear the website's data in your browser, and it's gone.
For clinics and services
Signing in
Sign in at aivet.help/vet, or in the Pet Health Vet app, with your work email. The email has a link and an 8-digit code; the code works on any device, so you can sign in on the consult-room iPad with an email you opened on your phone.
A shared iPad or computer
In Clinic, under This device, set a screen-lock PIN. The portal covers itself after the minutes you choose, and Switch staff lets the next person sign in as themselves.
Closing a clinic account
In the Pet Health Vet app: Clinic, then This device, then Delete account. Visit summaries you've written stay in the owners' records, signed with your name, because they're part of the pet's history. If you're your clinic's only admin and others still work there, make one of them an admin first. Without the app, email support@aivet.help from your staff address and we'll do it within 2 business days.