Pet Parent FAQ

How do I sign-up for Airvet?


Download the app from the links below:
iOS Android Follow the simple steps to get your account setup, start a call and test it out!




Does Airvet work on Android and Apple devices?


Airvet is available on both Apple and Android devices and can be found on the App Store or Google Play store. Desktop is coming soon!




How much does Airvet cost?


There are two types of calls on Airvet:
On-Demand: This can be used for urgent matters and will connect you with the first available veterinarian who might or might not be your primary veterinarian pending immediate availability. The resulting case has a fee of $30 and lasts up to 72 hours during which you can follow-up by chat with the vet who answered your call with no additional fees.

Call Request: This can be used for non-urgent matters and you can choose your primary veterinarian to call or message you as soon as they’re available. The resulting case has a fee set by the veterinarian and lasts up to 72 hours during which you can follow-up by chat with the vet who answered your call with no additional fees.

* In both of these call types you will be prompted to authorize the payment hold until the case is complete.




How does Airvet work?


If your primary vet uses airvet and is marked "online" when you call, you'll be directly connected with him/her automatically. If he/she is on the platform but is marked "offline" the app will automatically route you to another doctor from your main hospital. However, if your hospital is not yet using airVet, then when you call, you will be connected with another veterinarian that may be anywhere in the country to help you when you need it.




How do I edit my primary hospital and veterinarian?


If you select the Menu button in the top left of the app, you should see My Doctors. Click on that and the pencil in the top right corner. That should allow you to edit your primary hospital and veterinarian.




How do I change the name in my profile or edit my profile information?


If you select the Menu button in the top left of the app, you should see Profile. Click on that and select the Edit button by the item you would like to change.




How do I Add a Pet?


If you select the Menu button in the top left of the app, you should see My Pets. Click on that and select the + button in the top right. That should allow you to add as many pets as you’d like




How do I add/change my billing information?


If you select the Menu button in the top left of the app, you should see Payment. Click on that and select add new card if you would like to change your payment method. If you would like to remove a card, click the Edit button in the top right and select the red - button to remove your card.




How do I contact Airvet for support?


You can email support@airvet.com and a member of our team will get back to as soon as we can!




How do I make a call on Airvet?


Select the Pet you are calling about on the homescreen, Click all the symptoms that apply or add notes in the Other text box, add attachments if necessary, click on continue and Start a Call! It’s that easy!




I got connected to another vet and not my primary veterinarian. Why is that?


The way Airvet works is we'll try to connect you either with your own vet or another vet in your home hospital. If nobody is available for you in that moment, we'll automatically connect you with another one of the hundreds of licensed and practicing vets in the Airvet network.




How do I connect only with my primary vet?


You can request a call from your vet! Airvet’s version of scheduled calls with your vet is called call requests. When you would like to speak with your vet, tap on your pet from the home screen and click on the Request a Call button in the top right. Select the reasoning for your call request and submit. This will notify your vet that you’d like for them to give you a call.




How can I view notes that my Veterinarian added and information about my calls?


If you select the Menu button in the top left of the app, you should see Case History. Click on that and select the call you are inquiring about. Inside the Case Details, you will find any notes that your veterinarian added to your case, the amount you were charged for the call and you can chat with your vet if you have any additional questions.




My case is showing up as closed. Why is that?


Cases are considered closed after 72 hours




How do I chat with the vet who I spoke to previously?


If you select the Menu button in the top left of the app, you should see Case History. Click on that and select the call you are inquiring about. Inside your case details, a chat icon will appear in the bottom right corner. When selecting that, a chat window will open and you can then begin chatting with the veterinarian. Note that this will only be available for 72 hours after your initial call with that vet.




What if I have a bad connection?


If the connection on your call is poor, check that you’re on wifi and have a strong signal. While on a call, if there’s issues hearing or seeing one another, you can also send your vet a chat while the call is connected to let them know you’re having trouble and request that they call you back.




What about my permission settings?


In order to use Airvet, you need to make sure airVet has access to your microphone and camera. Please check the settings on your phone if your video feed or microphone don’t seem to be working properly





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