Referring Veterinarian FAQs

Texas A&M University VirtualVet Logo

This is an active list of questions we commonly encounter about our VirtualVet program and the VetNOW platform, answered by our team members.

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+ 1. What does PROVIDER mean?

Provider = Veterinarian

+ 2. How do I register a new pet under an existing Client?

From the left toolbar, click on the header My Clients. Identify the client that you would like to add the pet to and click on DETAILS. Scroll down to the list of pets registered to this client and click on ADD PET.

+ 3. How do I register a new Client?

From the left toolbar, click on the header My Clients. Look to the right side of your main screen and identify a button labeled ADD CLIENT.

+ 4. How do I upload pictures, videos, radiographs, or other documents to a pet’s record?

From the left tool bar, click on the My Clients. Identify the Client that owns the patient in question and click on DETAILS. Identify the pet from the list at the bottom of the screen, and, under the column, Action, click on the DETAILS On the right side of the screen identify and click on the button labeled ADD DOCUMENT.

+ 5. How do I schedule an appointment?

From the left toolbar, click on the Appointments heading, scroll down to where it says Create New. Follow the prompts as listed. Click Check Providers Availability for available appointment slots. Highlight your preferred time, scroll down to Book Appointment to confirm your selection.

+ 6. How do I see prices?

We have a list of consultation prices available on our website. You will also be prompted to pay for the consultation at the time of booking.

+ 7. What do I do if my password is not working or I can’t login?

Go to provider.vetnow.com, and from your sign-in screen, look beneath the password box for Forgot Password? Click this link to reset your password using your login email address.

+ 8. Where do we start appointments?

From your Dashboard, identify your upcoming appointment. Next, click on ENTER WAITING ROOM. When you see the icon bar show up, be sure to click on the blue play button to start your appointment.

+ 9. My appointment will not let me in, why?

Please check the following:

    1. Is your camera turned on?
    2. Is your camera in-use in another program? If so, you must turn off your camera in all other programs for it to be used during your virtual appointment.
    3. Are you 10+ minutes late for your scheduled appointment?
    4. Do you have your profile’s time zone correctly entered?
    5. Are you using Google Chrome? If not, please download Google Chrome (PC or Mac) and try again.
+ 10. What browser do I need to use?

For best performance, we recommend Google Chrome (version 80 or higher).

+ 11. Is there an app on the iPhone/iPad?

We recommend that you use Chrome browser on your workstation/laptop to conduct your virtual visits.

+ 12. Is the app on Android?
  1. We recommend that you use Chrome browser on your workstation/laptop to conduct your virtual visits.
  2. An app is in development.
+ 13. Can I use the Google Chrome app instead of browser?

We recommend that you use Chrome browser on your workstation/laptop to conduct your virtual visits.

+ 14. How do I see available times for appointments?

From your left toolbar, click the Appointments heading, scroll down to where it says Create New. Follow the prompts as listed. Click Check Availability for available appointment slots.

+ 15. My mic is not detected. What do I do?

Use the sound settings program on your device/workstation to confirm that your microphone is available and is not muted.

+ 16. I can’t get my video to work.
  1. Use the camera settings program on your device/workstation to confirm that your camera is available and is working.
  2. In the lower left-hand corner of the screen, click on the arrow next to Select my device and then select your camera.
+ 17. What phone number can I call for support?
  1. You can reach us via email at virtualvets@cvm.tamu.edu.
  2. Or, you can call us at 979.845.2351.
+ 18. Where do I see information about previous meetings?
  1. From your Dashboard, you will see heading for Past Appointments. You can scroll through this list and click on PATIENT INFO and VISIT SUMMARY to look through information.
  2. From your left toolbar, click on Appointments, scroll down to Completed Appointments. Locate which appointment you are wanting to review. Look to the right side of the screen and click on PATIENT INFO and VISIT SUMMARY.
+ 19. If I have questions after my meeting concludes, what do I do?
  1. You can reach us via email at virtualvets@cvm.tamu.edu.
  2. Or, you can call us at 979.845.2351.
+ 20. How does payment work?

Payment by way of credit card is necessary before a scheduled appointment can begin. Payment for specialty appointments is integrated into the booking process. In order to confirm an appointment with a specialist, we require payment by way of a credit card as prompted during the booking process.

+ 21. How do I enter waiting room?

After you have successfully paid for your upcoming appointment, a new button will appear on your appointment line that says ENTER WAITING ROOM 5 minutes prior to your scheduled appointment. Click on this button to enter into the virtual waiting room.

+ 22. Are there plans for other browsers to be used?

Yes, our team is constantly working on making the application work on other browsers.

+ 23. How do I get my clinic code?

You can find your clinic code here: https://vetmed.tamu.edu/virtualvet/rdvms/.

+ 24. Can I schedule my appointment or does the specialist have to?

Each service handles this differently. You may call us to find out.

+ 25. Will the specialist be notified that I scheduled an appointment?

Yes.

+ 26. Will my appointment be recorded?

No.

+ 27. Will I receive a written summary of the appointment?

Yes, you will have access to a Visit Summary that you may share with your client or place in the patient’s record.

+ 28. May I receive CE credits for a VirtualVet visit?

Yes, it is possible to receive CE credits from Texas A&M CVMBS Office of Veterinary Continuing Education for these visits.