Frequently Asked Questions for
Pet Owners

How do I register a new pet?

From the left toolbar, click on the header My Pets. When you see the list of your pets on the main screen, go to the top right and click ADD PET. Enter all required fields marked by and asterisk. Be sure to add your pets profile picture in Choose Profile Image.

How do I upload pictures and videos of my pet for my veterinarian to view?

From the left-hand toolbar select My Pets, click on the Docs icon, look to the right for ADD Documents, click choose file and select your picture or video from your desktop. Click Submit.

How do I schedule an appointment?

Click the Appointments heading, scroll down to where it says Create New. Follow the prompts as listed. Click Check Providers Availability for available appointment slots. Highlight your preferred time, scroll down Book Appointment to confirm your selection.

How do I see prices?

From your Dashboard find your upcoming appointment at the top of your screen. On your appointments line look for a button that says PAYMENT. This is how you view the cost of the appointment and how you pay for the visit before the appointment can reserved.

What do I do if my password is not working or I can’t login?

Go to visit.vetnow.com and from your sign-in screen, look beneath the password box for Forgot Password?. Click this link to reset your password using your login email address.

Where do we start appointments?

From your Dashboard, identify your upcoming appointment. If you have not yet paid, please locate the PAYMENT button to pay for the upcoming appointment. If you have not yet paid, you cannot enter the appointment. Next, click on ENTER WAITING ROOM. Your veterinarian will then need start the appointment from his/her screen. When you see the icon bar show up, be sure to click on the blue play button to start your appointment.

My appointment will not let me in, why?

Please check the following: 

  • Is your camera turned on?
  • Is your camera in use in another program? If so, you must turn off your camera in all other programs for it to be used by your virtual appointment.
  • Have you entered a payment? If not, locate the PAYMENT button on your Upcoming Appointment.
  • Are you more than or equal to 10 minutes late for your scheduled appointment? 
  • Do you have your profile’s time zone correctly entered?
  • Are you using Google Chrome? If not, please download Google Chrome (PC or Mac) and try again.

What browser do I need to use?

For best performance we recommend Google Chrome (version 80 or higher).

Is there an app?

Yes, VetNOW app is available on the Apple App Store. Search for ‘VetNOW’.

Is the app on android?

For Android, we recommend that you use Google Chrome browser to access VetNOW.

Can I use Google Chrome app instead of browser?

Google Browser app is recommended for Android based smartphones, tablets and laptops. For Apple iPhone/iPad, we recommend that you use VetNOW app from Apple App store.

How do I see available times for appointments?

From your left toolbar, click the Appointments heading, scroll down to where it says Create New. Follow the prompts as listed. Click Check Providers Availability for available appointment slots.

My mic is not detected. What do I do?

Use your sound settings program on your device/workstation to confirm that your microphone is available and is not muted.

I can’t get my video to work

  • Camera is not connected
  • Camera is not supported
  • Camera cover is closed
  • Camera privacy setting is not authorized for the web browser
  • Camera is being used by another application (ex zoom)

What phone number can I call for support?

You can reach us via email at Platform-support@vetnow.com

Where do I see information about previous meetings?

From your left toolbar, click on Appointments, scroll down to Past Appointments. Locate which appointment you are wanting to review. Look to the right side of the screen and identify the column for Action and click on the eye icon to view Meeting Details.

My doctor didn’t show. What now?

Call your veterinarian’s office.

I didn’t show. What now?

Call your veterinarian’s office.

How does payment work?

Payment by way of credit card is necessary before a scheduled appointment can begin. Click on the PAYMENT button on your scheduled appointment to enter your credit card payment.

How do I enter waiting room?

After you have successfully paid for your upcoming appointment, a new button will appear on your appointment line that says ENTER WAITING ROOM 5 minutes prior to your scheduled appointment. Click on this button to enter into the virtual waiting room.

Are there plans for other browsers to be used?

Yes, our team is constantly working on making the application work on other browsers. Look out for updates on our website.

How do I get my clinic code?

Call your veterinarian’s office.

How do I double check my log in information?

We recommend that you visit the website to login and confirm your information under your profile.

Can I schedule my appointment or does a doctor have to?

Depends on your veterinary clinic. Please check with your veterinarian.

Will the doctor be notified that I scheduled an appointment?

Yes.

Do I have to put a profile image for my pet?

Yes. You can upload a saved picture of your pet, or click on START CAMERA within your pet’s profile to take a picture of your pet.

I can’t access the webpage, what’s wrong?

Confirm you have access to the internet. Visit vetnow.com for maintenance messages.

Will my appointment be recorded?

No.

Frequently Asked Questions for Veterinarians

What does PROVIDER mean?

Everywhere you see the word, Provider, this means veterinarian.

What if I disagree with the specialist’s conclusions/recommendations or need to report a problem with my specialty consultation?

Our chief medical officer is prepared to handle any questions or concerns centering around the medical advice given during a specialty appointment. Please contact info@vetnow.com and be sure to list the visit date, your clinic, the veterinarian in charge of the case, patient’s name, and the specialist you saw, as well as a description of your concern. Our chief medical officer will respond with next steps.

How do I register a new pet under an existing Client?

From the left toolbar, click on the header My Clients. Identify the client that you would like to add the pet to and click on DETAILS. Scroll down to the list of pets registered to this client and click on ADD PET.

How do I register a new Client?

From the left toolbar, click on the header My Clients. Look to the right side of your main screen and identify a button labeled ADD CLIENT.

How do I upload pictures, videos, radiographs, or other documents to a pet’s record?

From the left toolbar, click on the My Clients. Identify the Client that owns the patient in question and click on DETAILS. Identify the pet from the list at the bottom of the screen, and, under the column, Action, click on the DETAILS button. On the right side of the screen identify and click on the button labeled ADD DOCUMENT.

How do I schedule an appointment?

From the left toolbar, click on the Appointments heading, scroll down to where it says Create New. Follow the prompts as listed. Click Check Providers Availability for available appointment slots. Highlight your preferred time, scroll down to Book Appointment to confirm your selection.

How do I see prices?

We have a list of consultation prices available on our website. You will also be prompted to pay for the consultation at the time of booking.

What browser do I need to use?

For best performance we recommend Google Chrome (version 80 or higher).

Is there an app?

We recommend that you use Chrome browser on your workstation/laptop to conduct your virtual visits.

Is the app on android?

We recommend that you use Chrome browser on your workstation/laptop to conduct your virtual visits.

Can I use Google Chrome app instead of browser?

We recommend that you use Chrome browser on your workstation/laptop to conduct your virtual visits.

How do I see available times for appointments?

From your left toolbar, click the Appointments heading, scroll down to where it says Create New. Follow the prompts as listed. Click Check Availability for available appointment slots.

My appointment will not let me in, why?

Please check the following:
  • Is your camera turned on?
  • Is your camera in use in another program? If so, you must turn off your camera in all other programs for it to be used by your virtual appointment.
  • Are you more than or equal to 10 minutes late for your scheduled appointment?
  • Do you have your profile’s time zone correctly entered?
  • Are you using Google Chrome? If not, please download Google Chrome (PC or Mac) and try again.
  • Have you updated your state veterinary license with us?

My mic is not detected. What do I do?

Use your sound settings program on your device/workstation to confirm that your microphone is available and is not muted.

I can’t get my video to work

Use the camera settings program on your device/workstation to confirm that your camera is available and is working.

What phone number can I call for support?

You can reach us via email at Platform-support@vetnow.com

Where do I see information about previous meetings?

From your Dashboard, you will see heading for Past Appointments. You can scroll through this list and click on PATIENT INFO and VISIT SUMMARY to look through information.

From your left toolbar, click on Appointments, scroll down to Completed Appointments. Locate which appointment you are wanting to review. Look to the right side of the screen and click on PATIENT INFO and VISIT SUMMARY.

Where do we start appointments?

From your Dashboard, identify your upcoming appointment. Next, click on ENTER WAITING ROOM. When you see the icon bar show up, be sure to click on the blue play button to start your appointment. Your client will have to also hit the play button on their toolbar to officially start the appointment.

My doctor didn’t show. What now?

I didn’t show. What now?

How does payment work?

Payment by way of credit card is necessary before a scheduled appointment can begin. Payment for specialty appointments is integrated into the booking process. In order to confirm an appointment with a specialist, we require payment by way of credit card as prompted during the booking process.

How do I enter waiting room?

After you have successfully paid for your upcoming appointment, a new button will appear on your appointment line that says ENTER WAITING ROOM 5 minutes prior to your scheduled appointment. Click on this button to enter into the virtual waiting room.

Are there plans for other browsers to be used?

Yes, our team is constantly working on making the application work on other browsers. Look out for updates on our website.

How do I get my clinic code?

Clinic code is listed under MY CLINIC.

What do I do if my password is not working or I can’t login?

Go to provider.vetnow.com, and from your sign-in screen, look beneath the password box for Forgot Password?. Click this link to reset your password using your login email address.

How do I double check my log in information?

We recommend that you visit the website to login and confirm your information under your profile.

Can I schedule my appointment or does a doctor have to?

You schedule directly with the specialist according to their schedule availability as displayed in VetNOW’s scheduling process.

Will the doctor be notified that I scheduled an appointment?

Yes.

Do I have to put a profile image for my pet?

Yes. You can upload a saved picture of your pet, or click on START CAMERA within your pet’s profile to take a picture of your pet.

I can’t access the webpage, what’s wrong?

Confirm you have access to the internet. Visit vetnow.com for maintenance messages.

Will my appointment be recorded?

No.