You tapped Chat with Vet and got a card instead of a conversation. Don't worry — there are only four reasons this happens, and each one has a clear fix.
Jump to:
- "Upgrade to Premium"
- "You've used your included vet chats"
- "Vet chat access restricted"
- "You no longer have access to this pet"
"Upgrade to Premium"
What it means: Chat with a Vet is a Premium feature, and your account isn't on Premium. The Free plan and the Tracker Plan don't include vet chat.
The card reads: "Chat with a certified vet about all your pets." — "Premium includes 2 real-vet chats each month, plus AI Vet Chat and a document library for every pet. Premium upgrades all active pets on your account, not just one pet."
The fix: tap View subscription plans and choose Premium. Details of plans and pricing are in the Subscription & Billing section of this help center.
"You've used your included vet chats"
What it means: you're on Premium, but the household has already used both included chats this billing period. The card reads "You've used your 2 included vet chats this month." and shows "Resets on \<date>." with a single Got it button.
The fix: wait for the reset date shown on the card. In the meantime, AI Vet Chat is unlimited on Premium.
Please note: the two chats are shared across your household, so a family member may have used one on a shared pet.
"Vet chat access restricted"
What it means: this is a pet shared with you through family sharing, and you don't have consultation permission on it. The card reads: "You don't have permission to access vet or AI chat for this pet. Please contact the pet owner for access."
The fix: ask the pet's owner to give you consultation access for that pet. Once they do, the entry point unlocks for you.
"You no longer have access to this pet"
What it means: you're not currently a member of the family that owns this pet — "You're not currently a member of the family that owns this pet."
The fix: as the card says, "If this is unexpected, ask the pet owner to re-add you to their family."
The rule to remember
Eligibility is decided by the pet owner's plan, not yours. A family member with no paid plan can chat about a shared pet as long as the owner is on Premium and has granted them permission.
Still stuck?
If you're on an active Premium plan, have chats remaining, and still can't start a conversation, get in touch with the Ask A Vet support team [CONFIRM: support contact channel — email address and/or in-app support route].
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