Tapped a chat and got an error instead of the conversation? Don't worry — most of these are connection hiccups that clear on a refresh. Here's what each message means.
Jump to:
- "Vet chat no longer available"
- "Could not load summary. Please try again."
- The live chat won't open
- The chat list won't load
"Vet chat no longer available"
The screen reads "This vet consultation isn't accessible anymore." with a Back to chats button. This appears when the conversation itself no longer exists on our side, so there's nothing left to open.
What to do: tap Back to chats. If the chat had already finished, its written summary is stored separately and can usually still be shown — try opening it again from the Vet Chats list.
"Could not load summary. Please try again."
The Chat summary screen couldn't fetch the summary this time. Tap Retry. Summaries are stored on our servers, so a summary can still be shown even when the original conversation is gone.
The live chat won't open
If you see "Failed to load vet chat", or a spinner that doesn't resolve, the app is still trying to reconnect to the chat service. Work through these in order:
- Check your internet connection — switch between Wi-Fi and mobile data if you can.
- Pull the Vet Chats list down to refresh.
- Close the app fully and reopen it.
- Sign out and sign back in.
- Make sure you're on the latest version of the Ask A Vet app.
The chat list won't load
You'll see Something went wrong — "Couldn't load chats. Pull down to refresh." Do exactly that: pull the list down to try again.
While you're waiting for a vet
The banner "You are offline. We will keep checking when you reconnect." simply means your device has lost connection. Your request is safe; the screen picks up again once you're back online.
If it still doesn't work
If a chat is still unreachable after reinstalling or signing back in, contact the Ask A Vet support team with your pet's name and roughly when the chat took place [CONFIRM: support contact channel — email address and/or in-app support route].
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