Delete document is greyed out, missing entirely, or you tapped it and got an "Access restricted" message. Nothing is broken — there are four reasons this happens, and each has a clear answer.
Jump to:
- I don't see a Delete option at all
- Delete is greyed out with a note about a chat
- I tapped Delete and got "Access restricted"
- The upgrade screen appeared
I don't see a Delete option at all
Only the pet's owner can delete documents. If this pet is shared with you through Family Sharing, the Delete document row isn't shown — even with the family edit permission switched on.
Ask the pet's owner to delete it. You can still edit the document's title, folder and dates if you have edit permission.
Delete is greyed out with a note about a chat
The note reads "This document is linked to a chat — it can't be deleted".
Documents created from AI Vet Chat, Certified Vet Chat or a telehealth recording are part of that conversation's record and stay in the library permanently.
What you can do:
- Move it to a tidier folder — tap … → Edit document and change the Category.
- Rename it so it's less prominent.
- Switch off Allow our vets to see this document if you'd rather it wasn't shared.
I tapped Delete and got "Access restricted"
This is a document that came from a calendar event. Even though the delete option looks available, the document can't be removed from the library — it's removed by taking the file off the event that created it.
- Open the document and tap the Source link (it reads "Event type on date"), or go to the Calendar tab and find the event.
- Tap the … on the event row.
- Tap Edit event.
- Scroll to Files and tap the × on the file's tile.
- Save the event.
The document is removed from the library at the same time.
Please note: If the Source section reads "Original calendar event was deleted", the event is already gone. In that case the document can't be removed from the library — contact support if you need it taken down.
The upgrade screen appeared
Deleting is one of the Premium actions, alongside adding, editing and AI analysis. See "Upgrade to Premium appears when I add or change documents".
When to contact support
If you're the pet's owner, on an active Premium plan, and a document you uploaded yourself still won't delete, contact the Ask A Vet support team with your pet's name and the document title. [CONFIRM: support contact channel — email address and/or in-app support route]
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