An empty Summary tab right after a call is completely normal — the notes and the recording take a little time to arrive. Here's what each message means and what to do if something genuinely never shows up.
What the messages mean
| Message | What it means |
|---|---|
| "Summary will be available after your appointment." | The call hasn't happened yet. Nothing to do. |
| "Recording will appear here after the call ends." | The call is still in progress or hasn't started. |
| "Recording is being processed. We'll notify you when it's ready." | The call has finished and the recording is being prepared. You'll get a notification when it's ready. |
| "Your vet hasn't added notes or documents yet. / They'll appear here once available." | The call is done, but your vet hasn't written up their notes yet. |
| "No summary — this appointment was not completed." | The consultation was cancelled, so there's nothing to summarise. |
| "No recording available for this appointment." | No recording was captured for this call. |
What to check first
- Wait a little longer. The summary is assembled after the call ends and after the recording finishes processing. You'll get a notification titled "{pet name}'s visit summary is ready" when it's done.
- Close and reopen the appointment — it reloads the latest notes and recording each time you open it.
- Check the other place it's saved. The video is also filed in your pet's documents as "Telehealth recording — YYYY-MM-DD" — look under your pet's video documents.
- Check your notifications and email — the summary is sent to you by email as well.
If the vet's notes never appear
Your vet may have chosen not to write up the visit, in which case the card reads "The vet did not document this visit." followed by their reason if they gave one. Notes can also be missing if the consultation was closed automatically rather than written up.
The AI generated notes card is separate and may still be there even when the vet's own notes aren't.
If a recording never appears — or stops playing
Important: recordings are re-checked automatically for a period after the call, but there's a limit — if a recording hasn't come through within about a day of the call ending, it can no longer be recovered.
If an older recording used to play and now won't, its playback link has expired. Links are refreshed only when the recording itself is updated, so reopening the appointment won't renew one — get in touch if you still need that recording.
When to contact support
Get in touch if the recording is still missing more than 24 hours after a consultation you attended, or if the Summary tab is completely empty several days after a completed call. Have the pet's name and the date of the call ready. [CONFIRM: support contact channel — email address or in-app route, and the retention policy for recordings.]
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