What do I do when something in VetVitae doesn't work?

Why didn't my reminder arrive?

Usually because notifications or alarms are off for VetVitae, or the app hasn't opened in over a week. In the iPhone and Android apps, check these in order:

1. Open Settings in VetVitae. Under Notifications, On this phone should say Allowed.
2. If it says Off, tap Turn on and allow notifications.
3. If it says Blocked, the phone is blocking them. Open the phone's Settings, then Apps, VetVitae, Notifications, and turn them on.
4. If Settings shows The phone may deliver reminders late. Allow alarms for VetVitae so doses remind you on time., tap Allow alarms and turn on Alarms and reminders for VetVitae.
5. Open VetVitae at least once a week. Reminders are planned on the phone from your pet's records, and dose and routine reminders are planned 7 days ahead.
6. Check Quiet hours in Settings, Reminder times. A reminder inside them arrives when they end, 08:00 by default. Dose reminders are the exception and always ring on time.

Still late on some phones? Android may be stopping VetVitae to save battery. In the phone's settings, set VetVitae's battery use to Unrestricted (the name varies by brand).

On the web, there are no phone notifications: reminders show inside the app, under the bell. See how reminders work.

Why did a reminder come for a dose someone already gave?

Each phone plans its own reminders, and learns about a dose given on another phone the next time VetVitae opens. Open VetVitae and the reminder for that dose is dropped. The medicine shows who gave it and when, so the dose isn't given twice.

Why didn't my sign-up code arrive?

The 6-digit code goes to the email you signed up with, and can take a minute. Check the inbox, then the spam folder.

1. Look for an email from VetVitae, in spam too.
2. Wait for Send a new code in to count down, 60 seconds, then tap Send a new code.
3. Typed the wrong address? Tap Change email on the same screen.

If VetVitae says That code is wrong or expired. Check it or resend a new one., send a new code and use the newest email.

Why can't I reset my password?

The reset link lasts 30 minutes, and only the newest one works. Tap Forgot password? again, use the link from the newest email, and open it within 30 minutes.

VetVitae always says the link is on its way, whether or not the address has an account, so nobody can use it to find out who is registered. No email after a few minutes? Check spam, and check it's the address you signed up with.

Signed up with Google? Tap Continue with Google instead. To also log in with your email, open Settings and tap Set a password.

Signed up with Apple? Tap Continue with Apple. On Android, Apple's page opens in your browser and then brings you back to the app.

Why does it say "Too many attempts"?

Too many attempts. Wait a minute and try again. means VetVitae paused sign-in after several tries in a row, to protect your account. Wait a minute, then try again with care. If you're unsure of the password, use Forgot password? instead.

Why did my file not upload?

Usually the file is too big, isn't a type VetVitae keeps, or the connection dropped. VetVitae says which:

VetVitae keeps JPEG, PNG, WebP and HEIC photos, PDFs, and ZIP, RAR and 7Z files. Videos (MP4, MOV and WebM) go on observations. See files.

Picked many files at once? VetVitae uploads 10 a minute and keeps going on its own, so a big batch just takes a little longer.

Why does it say I'm offline?

Offline. Changes can't be saved. means VetVitae has no connection right now. What you see is the last thing loaded. Connect to the internet and try again. Nothing you already saved is lost.

In the iPhone and Android apps, the emergency card still opens with no connection.

Why does my widget show old information?

A widget shows what VetVitae last saved on your phone, and never goes online by itself. When it is more than a day old, it says Updated with the time and Open VetVitae to update. Open VetVitae once and every widget catches up. See widgets.

Why does my vet see "This link is no longer available"?

The link expired or was turned off. Links last as long as you chose (1, 7, 30 or 90 days, or with no end), and Revoke link stops one at once. Create a new link and send it to your vet. See sharing with your vet.

If the page says This page didn't load, the link still works and the connection failed. Try again in a moment.

Why didn't my invite link work?

Invite links work once and last 7 days. The page says which:

• This invite has expired: more than 7 days passed. Ask for a new one.
• This invite was already used: someone opened it and joined. Each link works once. Ask for a new one.
• This invite is no longer available: it was revoked. Ask whoever sent it for a new one.

See family and co-owners.

Why does my pet's tag say it's no longer available?

This tag is no longer available means the code was mistyped, or the tag was turned off or replaced. A replaced tag has a new code, and the old QR stops working. Print the new one from your pet's Share and tag page. See the pet tag.

Why did my export stop?

The export page says why, and Nothing was lost either way. Try again keeps your options.

• The connection dropped while adding files. Try again on Wi-Fi, or export without files.
• Something went wrong while preparing the pages. Try again.
• Export needs a connection: the button waits until you're online.
• This export has expired: a finished export stays on your device for 24 hours. Export again.

See export.

Something else?

Write to contact@vetvitae.com with what you saw and on which device. A person answers.