Fix common issues related to the TELUS Health MyPet app
Answering common questions that you may have about troubleshooting and connectivity on the MyPet app.
I am having issues hearing or seeing the veterinarian during the virtual appointment
Here are a few steps to try to resolve the issue:
Check that your phone’s volume is turned up loud enough to hear the veterinarian.
Check that you are connected to the internet. We recommend using Wi-Fi where possible.
Double check that the app’s microphone and camera permissions are switched on by going to your phone’s device
Settings
.
For iPhone users
:
Open the
Settings
app > Select
TELUS Health MyPet
> Turn on
Camera
and
Microphone
.
For Android users
:
Open the
Settings
app > Select
Apps
> Select
TELUS Health MyPet
> Select
Permissions
> Make sure
Camera
,
Microphone
, and
Telephone
are allowed.
If you continue to experience issues, please get in touch with our Support Team at [email protected].
The video call was disconnected during the appointment
If your call drops unexpectedly, please return to the
Home
tab within the MyPet app and select the Rejoin call button.
If you cannot see the
Rejoin call
button or it says that the appointment has ended, please reach out to our Support Team at [email protected].
I didn't receive my password reset email for TELUS Health MyPet
Please check your spam or junk folder if you haven't received your reset password email within a few minutes. If it's still not there then please ensure you have given us the correct email address.
If you are still unable to reset your password, please contact our Support Team at [email protected].
What should I do if I notice something unusual within the app?
If you notice that the app is not performing as expected, try closing the app and launching it again.
If your issue persists, please report this to us by emailing [email protected]. In addition, if you can send us a screenshot of the issue, it will help us understand and investigate further.