Frequently Asked
Questions
Frequently Asked
Questions
You will be able to access the VetChat portal upon signing up for the Best for Pet Wellness Plan through your “Pawtal”. Once logged in please click on the “virtual consult” tab across the top. Note the consult opens in a pop-up box.
Logging into My Pawal is a breeze. Simply follow these steps:
Step 1. Go to My Pawtal
Step 2. Enter your username and password. If you haven’t received these, click ‘Not a member?’ to register
Step 3. Click ‘Log in’ and you’re all set!Not sure what your username is? It’s the email address you used when you joined the wellness plan for your pet.
It happens to the best of us! Here’s how you can reset your password in a few easy steps:
Step 1. Go direct to My Pawtal
Step 2. Click ‘Forgot your password?’
Step 3. Enter the email address linked to your account and click ‘Reset Password’
Step 4. Check your inbox for an email with instructions to reset it
Still having trouble or unsure which email you’ve used? No worries – contact us, and we’ll sort it out for you.
It’s easy to update your payment details in My Pawtal! Just follow these simple steps:
Step 1. Log in to your My Pawtal account
Step 2. Click on the profile icon at the top of the screen and select ‘Payment’
Step 3. Select ‘Payment Method’, then update your card details
Step 4. Click ‘Confirm’ and you’re done!
Once your payment details are updated, we’ll retry the payment in 3 days.
In the ‘Payments’ section, you can also view your payment history, see any customer credits, and check when your next payment is due.
In the unfortunate circumstance that your pet passes away, you can cancel the membership in accordance with our cancellation policy. Please note depending on benefit usage, remaining payments or a reconciliation fee may apply, further information on this policy can be found here.
Uh-oh! It looks like there was an issue with your payment. To fix it, follow these steps:
Step 1. Log in to your My Pawtal account
Step 2. Click on the profile icon at the top of the screen and select ‘Payment’
Step 3. Select ‘Payment Method’, then update your card details
Step 4. Click ‘Confirm’ and you’re done!
Once your payment details are updated, we’ll retry the payment in 3 days. You can learn more about managing payments in My Pawtal from the videos at the bottom of this page.
