My Family Vet Account FAQs
Account & Pets
My mobile number has changed and I didn’t get the SMS
We may have an incorrect number for you in our system. Please contact your practice so we can update your records. We’ll reach out to you again to activate your account once our systems are updated. This may take some time so please be patient.
My email address needs updating
Once you’ve created your account, contact your practice who will be able to update your email address. We are working on allowing you to update this yourself in your account, so you could also wait until the feature is ready to update it yourself.
Some of my details in my account are wrong
We are working on the ability for you to update your details in your account. In the meantime, please contact your practice to update your details and they will be reflected in your online account within 48 hours of your practice making the change.
I can’t see all of my pets in my account
We are only able to display pets that are registered at your veterinary practice. If they are still missing, please contact us and let us know which of your pets are missing and we will investigate.
My Pet Health Club membership details are missing from my account.
Please contact us with your details and we will investigate this for you.
How do I set up a digital account?
Your practice will be inviting you to activate your account over the coming months via email. Please be patient as we work through setting up accounts for all of our clients.
I want to opt in or out of marketing, how do I do that?
Once your account is set up, you can go to Settings -> Preference Centre and update marketing preferences in there. This will take up to 48 hours to update in all of our systems.
How do I delete my account in the app?
Currently you cannot delete your account from the app. If you want to delete your account please email us at support@myfamilyvets.co.uk.
Appointments
I get an error message when I try to book, what do I do?
Please get in touch with us via app@myfamilyvets.co.uk and let us know details of the error you are getting.
What if I can no longer attend my appointment?
You can reschedule or cancel your appointment by selecting the appointment.
General
Still have a question?
Send an email to support@myfamilyvets.co.uk with details of the issue you are having. We aim to respond to you within 2 working days.