Your petsXL account

How do I register with petsXL?

The best way to get started with petsXL is to be invited by your veterinary practice.

If you register without an invitation from your veterinary practice, you will have to enter your and your pets' details yourself. In addition, without a connection to a veterinary practice, the functionality of petsXL is limited.

1. Start petsXL and select Create an account here.
2. Enter your data. Mandatory fields are marked.
3. Agree to the Terms of use and Privacy policy under Legal information and select Create account.
4. You will receive a welcome e-mail in which you must complete your registration by clicking on the Confirm e-mail address link.
5. Finally, select Continue to petsXL: You can now complete your personal details in the menu under Account and enter your pets' details at the heart symbol Animals.

You can also register with petsXL as part of the digital Comfort Check-in or online appointment booking.

If your veterinary practice then invites you to petsXL and sends you data about your animals, your animals may be listed twice. In this case, you can simply Merge.

If several family members want to use petsXL with the same animals, we recommend that you only create a joint account using one e-mail address, as otherwise there may be difficulties in matching the petsXL account with the data in the veterinary practice.

What can I do if my registration does not work?

If you can't log in, check the following points:

• Is the e-mail address entered correctly?

• Is the password correct?

• Is there an internet connection?

• Is the latest petsXL update installed?

If you still cannot log in, please send us an e-mail stating your smartphone, the version of your operating system and the petsXL version you are using.

How do I upload a profile picture for myself?

1. In the menu, select Account and then the three dots at the top right .
2. Select Change profile picture or Change background image.
3. Select a photo and edit the position of the image section if necessary.
4. Finally, select Save.

If your own photos are not displayed, check your mobile phone settings to see whether petsXL has access to your photos.

I have forgotten my password, what can I do?

If you have forgotten your password, simply select You forgot your password? in the petsXL login window and follow the instructions to create a new password.

How do I change my personal details?

1. Select Account in the menu.
2. Select the pen symbol to edit one of the following categories: Personal details (including language settings) or Address data.
3. Edit your data as desired and confirm with Save.

Your updated data will only be sent to your veterinary practice the next time you book an appointment online or during a comfort check-in via petsXL.

How do I change my e-mail address?

1. Select Account in the menu.
2. Select the pen symbol next to E-mail address.
3. Enter the New e-mail address and confirm with Save.
4. Activate your new e-mail address via the link in the e-mail from petsXL.

How do I change my password?

1. Select Account in the menu.
2. Select the pen symbol next to Password.
3. Enter your Old password and your New password twice and confirm with Save.

How can I recommend petsXL to my friends?

1. Select Recommend to friends in the menu.
2. Choose the app you want to use to send the recommendation.
3. Adjust the suggested message if needed.
4. Send your message.

How can I log out of the petsXL app?

Simply go to the menu and select Log out.

As long as you are logged out of petsXL, you will not receive any push notifications.

What happens if I delete the petsXL app?

If you delete the petsXL app, you will no longer receive push notifications on your smartphone. As long as you have not deleted your account, your data will remain stored in petsXL so that you can continue to access it at any time from another device with a petsXL app or via an internet browser.

How can I delete my petsXL account?

You can easily delete your petsXL account as follows. But be careful: once the account has been completely deleted, it cannot be restored. You must therefore confirm the deletion once again.

1. Select Account in the menu.
2. Select the wastebasket symbol next to Delete account.
3. Select, if necessary, that open appointments for your animals are cancelled.
4. Confirm the message with Delete account.
5. You will now receive an e-mail to confirm the deletion. Select Confirm deletion there.

Can I assign more than one e-mail address to my petsXL account?

No, only one e-mail address can be assigned so that data can be exchanged between the petsXL account and the veterinary practice without any problems.

If several family members want to use petsXL with the same animals, we recommend that you only create one joint account with one e-mail address. Each family member can then access the account from their device using the same login details.

What do I do if I have registered two e-mail addresses with petsXL but only want to use one account?

Inform your veterinary practice to send you all animal-related data to the e-mail address you want to use petsXL with in the future. Then delete the account under the other e-mail address.

Why are the e-mails from petsXL not arriving?

This may be due to the following reasons:

• Your veterinary practice is not using your correct e-mail address.
  Check with your veterinary practice which e-mail address they are using.
• The e-mail may have ended up in the spam folder.
  Add the e-mail address [e-mail] to the list of trusted senders so that e-mails from petsXL always appear in your inbox. You can find details on how to do this in your e-mail programme or with your e-mail provider.

What do I do with my petsXL app if I have a new smartphone?

If you change your smartphone, simply install petsXL on your new device and log in to petsXL as usual.