Pet Portal FAQs

I used to be able to log in to the Pet Portal, but now it is telling me my email is not linked to a participating clinic. What does this mean?

If your clinic no longer uses Otto Flow, the Pet Portal will be inaccessible for clients. When you try to log in you will be met with an error message in red which says: "This [email/phone number] does not appear to be linked to a participating clinic. Please try another [email/phone number]."

The best next step would be to reach out to your clinic directly for assistance.

If my clinic has stopped using Otto Flow does that mean my records are all gone?

Your clinic will still have access to any historical conversations or records between you. If you have questions about any specific record, it would be best to reach out to your clinic directly.

I am trying to log in to my Pet Portal but it shows a different pet hospital. What should I do?

You will see your clinic in the upper-left corner of the Pet Portal. However, this can be a different clinic than the one you are expecting if more than one clinic has your email and/or phone number in their system.

To switch back and forth, click Clinic Info in the upper-right corner of the Pet Portal.

This will show information about the clinic in question and allow switching to a different clinic, if applicable.

Once you click Switch to Another Clinic, you will see all clinics that have you in their system. Simply click the clinic that you are trying to communicate with.

I am trying to log in to my Pet Portal but it shows my clinic listed twice. What should I do?

A client may be listed in multiple accounts within the same practice management system, perhaps as a co-owner. Ask your clinic to remove you as an additional contact to resolve this issue.

Can I opt in and out of text and email notifications?

Yes, you can access your notification settings within the Pet Portal (or the Otto App) by clicking Account. Here, you can choose which type notifications you would or would not like to receive. Please be advised that if you opt out of both, your clinic will have a hard time reaching you.

Can I remove pets from my account?

In the unfortunate passing of a pet or if they are no longer in your care, you will need to reach out to your clinic directly, and they will be able to update your account accordingly.