Stuck on something? You can send us a message — with photos or a short video — without leaving the app. Here's how, and what happens afterwards.
Step-by-step
- Go to Settings → Help.
- In the Description box, describe what's happening. This field is required and holds up to 2000 characters, with a live counter underneath. The placeholder asks you to "Briefly describe the issue (include details like error message, date, or steps you tried)".
- To attach something, tap + Add. A picker appears titled Add Photo or Video with Photo Library, Choose Video and Cancel.
- Add up to 5 files, each up to 200 MB. Photos and videos only.
- Tap Submit.
You'll see "Thanks! We've received your message and will reply by email soon." and the form closes back to Settings.
Tip: a screenshot or a 10-second screen recording almost always gets your issue solved faster than a description alone.
What we already know
You don't need to type your account details — your email address, phone number and the time you sent the message are attached automatically. It's worth adding your app version and your phone model.
To find your version, open Settings → About us, where you'll see Version x.y.z (Build n). Quote both numbers when you report a problem — they tell us exactly which build you're on.
How we reply
Please note: replies come by email. There's no support inbox inside the app, so you won't find a list of your past requests there — check the inbox of the email address on your account.
[CONFIRM: target response time for Help requests, and the email address replies are sent from]
[CONFIRM: typical reply time and support hours, and whether customers should be given the support@askavet.com address that appears in the footer of Ask A Vet emails as an alternative to the in-app form.]
Other ways to reach us
| Channel | Address | Used for |
|---|---|---|
| Support email | support@askavet.com | The support address shown in the app |
| General email | hello@askavet.com | The general contact address listed in the Privacy Policy and Terms, including for privacy requests and returns |
| Post | PO Box 360, Mosman NSW 2088, Australia | — |
[CONFIRM: whether phone support or live chat is offered, and the hours]
Other useful rows in Settings
Privacy policy, Terms & Conditions, Security and Delete account are all on the same Settings screen as Help.
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