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Contact Us2026-05-21T01:21:04+10:00

Frequently Asked
Questions

Frequently Asked Questions

How to log into online vet support?2026-03-31T09:55:17+11:00

You will be able to access online veterinary support after signing up for the Best for Pet Wellness Plan via your “My Pawtal”. Once logged in please click on the “virtual consult” tab at the top of the page. Please note the consultation will open in a pop-up window.

How do I log into My Pawtal for the first time?2024-10-09T20:15:19+11:00

Logging into My Pawal is a breeze. Simply follow these steps:

Step 1. Go direct to the members area or via the Best for Pet website
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.

I forgot my password to My Pawtal. How do I reset it?2024-10-09T20:17:29+11:00

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 the members area or via the Best for Pet website
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 our support team, and we’ll sort it out for you.

How do I update my payment details in My Pawtal?2024-10-01T15:56:36+10:00

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.

What happens to my membership if my pet passes away?2026-01-22T15:08:11+11:00

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.

I had a failed payment notification, what should I do?2026-04-22T09:21:05+10:00

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 payment details if needed
Step 4. Click ‘Confirm’ and you’re done!

Once your payment details are updated, we’ll automatically retry your payment in 2 weeks. If this does not suit, please Contact Us. You can learn more about managing payments in the video below.

What are your customer support hours?

Our dedicated customer support team is available to assist you from Monday to Friday, between 9:00 am and 5:00 pm AEST. During these hours, you can reach us by phone at 1800 953 477 or by submitting an inquiry through our contact form on this page.

How can I cancel or transfer my Best for Pet membership?

Managing your membership is simple. You can submit a request directly through our contact form by selecting either ‘Membership transfer’ or ‘Cancellation’ from the ‘Reason for Contact’ dropdown menu. Alternatively, you can call our support team directly at 1800 953 477 for immediate assistance during business hours.

Who do I contact for an emergency?

If your pet is experiencing a medical emergency, please do not use the contact form, as it is not monitored 24/7 for urgent care. Instead, please use our ‘Find an emergency vet’ tool to locate the nearest available emergency clinic, or contact your local Best for Pet clinic directly by phone for immediate assistance.

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