If tapping Log In gives you "We could not log you in right now. Please check your details and try again," don't worry — this is usually easy to fix. That message is deliberately generic, so it can mean a few different things. Work through the causes below in order; the first one solves it most of the time.
Jump to:
- I'm not sure which role is selected
- I might have the wrong email or password
- I never finished signing up
- I think my account was disabled
- My app might be out of date
1. Check which role is selected
This is the most common cause. Ask A Vet looks your account up by email address and role together, so signing in as a Veterinarian when you have a pet-owner account fails exactly like a wrong password would.
- Look at the role card on the Login screen.
- If it doesn't say Pet owner, tap Change.
- Choose I'm a Pet Owner and tap Continue.
- Enter your email and password again and tap Log In.
2. Reset your password
If the role is right, the details themselves may be wrong.
- Tap Forgot your password? on the Login screen.
- Enter your email address and tap Reset password.
- Enter the 6-digit code we email you, then set a new password.
Tip: repeated wrong attempts don't lock you out of Ask A Vet, so you can keep trying while you work out which password it was.
3. Check whether sign-up ever finished
If you started signing up but never entered the 6-digit code we emailed you, your email address was never verified — so the account was never fully created, and signing in shows the same generic message.
Simply start again: tap Create an account and sign up with the same email address. Half-finished sign-ups aren't blocked from re-registering.
4. The account may have been disabled
Ask A Vet support can disable an account, and the app shows the same generic message when that happens. If nothing above helps, email support@askavet.com and ask them to check your account status.
Please note: [CONFIRM: the reasons Ask A Vet disables an account and the process for getting it re-enabled]
5. Update the app
An out-of-date version of the app can be refused at sign-in on iPhone and iPad. Open the App Store, check for an Ask A Vet update, install it and try again.
If it still doesn't work
Send us the email address you're trying to use and a screenshot of the error via Settings → Help (if you can reach it) or email support@askavet.com.
Related articles