The redesigned Pet Portal makes it easier to manage your pet’s care online. With everything in one place, you can view important pet info, access medical records, book appointments, visit the online pharmacy, manage Thrive Plus, connect with your pet’s care team, and more. You can
access the Pet Portal experience on the web or through the Thrive Pet Healthcare app on
iOS or
Android, so helpful tools and information are close at hand wherever you are.
Before you get started: Use the same email address for your account that you provided to your veterinary hospital. Using a different email address may prevent your Pet Portal account from connecting with your pet’s info.
What Can You Do in the Pet Portal?
The web version of the Pet Portal is organized into four main pages:
Overview: See your pets, Thrive Plus enrollment status, upcoming appointments, quick actions, and account details.
My Pets: View your pet’s info, medical records, and diagnostic test results. Find tools for booking care, visiting the online pharmacy, or accessing 24/7 pet advice* via HereFurYou Helpline powered by whiskerDocs® (Free with
Thrive Plus membership).
Membership: Learn about Thrive Plus, review benefits, enroll an eligible pet in Thrive Plus, and explore frequently asked questions.
My Account: Review personal details, manage communication preferences, find help and legal information, enroll an eligible pet in Thrive Plus, and view care team details.
Available information and features may vary based on your pet, veterinary hospital, location, and membership status.
How to Tell If You Already Have a Pet Portal Account
You may already have a Pet Portal account if you have previously created login credentials, used the Thrive Pet Healthcare app, or received an account invitation.
To check for an account:
Enter the email address you use with your veterinary hospital.
Enter your password.
Select “Sign in.”
If you do not remember your password, select “Forgot your password?” instead of creating another account. If you have an account already, the password reset email will be delivered successfully. If you can sign in but do not see your pet’s information, confirm that you used the same email address that your veterinary hospital has on file. Contact your veterinary care team if the information still does not appear.
How to Create a Pet Portal Account on the Web
Use the same email address that you provided to your veterinary hospital when creating your account. This helps connect the account with your pet’s information.
Select “Sign up now” below the blue button.
Enter the email address you use with your veterinary hospital.
Select the “Send verification code” button.
Visit your email inbox to retrieve your verification code.
Input your verification code.
Create a password that meets the displayed requirements.
Review and accept any applicable terms.
Sign in to the Pet Portal.
How to Create an Account in the Thrive Pet Healthcare App
Please note that your online Pet Portal account is the same account used to log in to the app. The app provides access to the same core Pet Portal experience from a mobile device. If you already have a Pet Portal account, there is no need to create another account. If you do not have an online Pet Portal account already, you can create an account in the app:
Open the app.
Select “Log in.”
Select “Sign up now” below the blue button.
Enter the email address you use with your veterinary hospital.
Select the “Send verification code” button.
Visit your email inbox to retrieve your verification code.
Input your verification code.
Create a password that meets the displayed requirements.
Review and accept any applicable terms.
Sign in to the Pet Portal.
How to Reset Your Password
If you already have an account but cannot sign in, reset your password instead of creating a second account.
Reset Your Password on the Web
Select “Forgot your password?” below the password input field.
Enter the email address associated with your account.
Follow the instructions sent to that email address.
Create a new password.
Return to the Pet Portal and sign in.
Reset Your Password in the App
Open the Thrive Pet Healthcare app.
Select “Log in.”
Select “Forgot your password?” below the password input field.
Enter the email address associated with your account.
Follow the instructions sent to that email address.
Return to the app and sign in with the new password.
If the password-reset message does not arrive, check your spam or junk folder and confirm that you entered the correct email address.
The Overview page provides an at-a-glance look at your Pet Portal account. From this page, you can see:
The Quick Actions section includes:
Book online
24/7 pet advice
Online pharmacy
Select a pet to open additional information on the “My Pets” page, or choose a Quick Action to go directly to a common task.
How to Access Your Pet’s Medical Records
Available medical information appears on the My Pets page.
Select “My Pets.”
Choose the correct pet if more than one pet appears.
Find the “Medical Records” section on the upper right.
Select “Download” in the record category you want to view.
A PDF file will automatically be downloaded to your device.
You can also select the arrow beside a category to view additional information. Not every record may be available in the Pet Portal. If information is missing or needs to be updated, contact your veterinary care team. Your care team manages your pet’s information to help keep it accurate.
How to Book an Appointment on the Web
You can start the booking process from several places in the Pet Portal.
Select “Book Online” under Upcoming Appointments or Quick Actions.
Follow the prompts to choose the pet and requested care.
Select an available appointment.
Review the appointment details.
Select the “Confirm Appointment” button.
You can also open “My Pets” and find the “Appointments” section. This area displays upcoming appointments and provides access to past appointments. Online scheduling may not include every appointment type. Contact your veterinary hospital if you do not see the service or appointment you need.
How to Request a Refill Through the Online Pharmacy
The Pet Portal provides access to the online pharmacy from both the Overview and My Pets pages. The Quick Action is labeled “Online pharmacy.”
Go to “Overview” or “My Pets.”
Select “Online pharmacy” under Quick Actions.
This will take you out to a new tab in the browser and then select “Prescriptions” on the upper right. All active prescriptions that are available for refill will appear here.
If a prescription does not appear or is not eligible for refill, contact your veterinary hospital.
How to Use the HereFurYou Helpline powered by whiskerDocs®*
The Pet Portal includes a 24/7 pet advice Quick Action for the HereFurYou Helpline powered by whiskerDocs®. (Available to all clients, and free with
Thrive Plus membership.)
Go to “Overview” or “My Pets.”
Find the Quick Actions section.
Select “24/7 pet advice.”
Allow pop-ups for the Pet Portal website if your browser blocks the new window.
Select your pet.
Select your hospital.
Select confirm and follow on-screen instructions.
The helpline offers pet advice but does not replace an in-person veterinary examination when one is needed. If you believe your pet may require immediate care, contact a veterinary hospital directly. For potentially life-threatening signs, contact an emergency veterinary hospital immediately.
How to Learn About or Enroll in Thrive Plus Using the Web on Mobile or Desktop
Thrive Plus is offered at select primary care veterinary hospitals. The membership helps pet owners say yes to the best recommended care with benefits that include:
The Pet Portal provides several places to begin enrollment:
Select Enroll beside an eligible pet on the Overview page.
Open My Pets and select Enroll in the Membership Plan section.
Open My Account and select Enroll beside an eligible pet.
Open Membership and select Sign Up for Thrive Plus.
To enroll:
Create or sign in to your Pet Portal on the web.
Important: Must use the same email address that you provided to our hospital so that your pet's records successfully connect. This is the same login info that is used for the mobile app.
Select "Enroll" next to your pet's name in the "Membership" tile.
(It may take up to 24 hours for your pet's info to populate, but you may also add them manually.)
Provide details in the online form, agree to terms and conditions, and select "Pay Now & Enroll My Pet."
How to Manage Thrive Plus on the Web
If you’re already a Thrive Plus member, here is how to manage your membership in the Pet Portal.
Change Your Billing Method
Select the “Membership” tab from the top menu.
Your enrolled pet will have a dedicated tile and here you select the “Change Billing Method” button.
This will take you to a new page where you will input your new payment info.
Agree to terms by checking off the box at the bottom of the webpage.
Select “Update My Payment Method.”
Cancel Automatic Renewal
Select the “Membership” tab from the top menu.
Your enrolled pet will have a dedicated tile and here you select the “Cancel Auto Renewal” button.
Select your reason for canceling auto-renewal.
Select “Proceed with Cancellation.”
Select “Confirm and Cancel.”
Turning off automatic renewal prevents membership from renewing for another 12-month term. It does not end the current 12-month commitment. You cannot cancel within the 12-month term unless your pet has passed away, or you’ve moved more than 50 miles from a participating Thrive Pet Healthcare primary care hospital.
How to Manage Thrive Plus in the App
If you’re already a Thrive Plus member, here is how to manage your membership in the Thrive Pet Healthcare app.
Change Your Billing Method
Select the “Account” tab from the bottom menu.
Your enrolled pet will have a dedicated tile, and here you select the “Manage Membership” at the bottom of the tile.
Select “Edit” next to Payment Info.
Select “Continue.”
This will take you to a new page where you will input your new payment info.
Agree to terms by checking off the box at the bottom of the webpage.
Select “Update My Payment Method.”
The My Account page includes controls for communication preferences.
Sign in to the Pet Portal.
Select “My Account.”
Find “Communication Preferences.”
Review the available email, text, and mail options.
Turn individual preferences on or off.
How to Contact Your Veterinary Care Team
Your preferred veterinary hospital appears in the “Your Care Team” section on the Overview and My Account pages. This section may display:
To contact the hospital by phone, select “Call.” To open navigation to the hospital, select “Directions.”
How to Update Pet or Personal Information
Contact your pet’s veterinary care team if your pet’s or your information needs to be updated. This information is managed by your veterinary hospital.
What to Do If Your Pet or Records Do Not Appear
If your pet or records are missing:
Confirm that you used the same email address that you provided to your veterinary hospital.
Make sure you selected the correct pet under My Pets.
Sign out, then sign back in.
Contact the veterinary care team listed in the portal if information still does not appear within 24 hours of creating a new account.
Pro tip: Avoid creating another account with a different email address. A separate account may not connect with the information already associated with your veterinary hospital.
Frequently Asked Questions
Can I use the Pet Portal on the web and in the app?
Yes. The redesigned Pet Portal is intended to provide the same core experience on the web and through the Thrive Pet Healthcare app.
Why can’t I see my pet after signing in?
For new accounts, it may take up to 24 hours for your pet’s info to populate. If your pet’s info doesn’t populate after 24 hours, the email address used for the account may not match the email address associated with your pet’s hospital information. Confirm that you used the same email address you provided to your veterinary hospital, then contact your care team if your pet still does not appear.
Can I change my pet’s information in the Pet Portal?
Please contact your pet’s veterinary care team if your pet’s or your information needs to be updated. This information is managed by your veterinary hospital so that your and your pet’s information is accurate and consistent across your account including medical records, diagnostic test results, and more.
Can I add more than one pet?
Yes, the “Overview” and “My Pets” pages include an “Add Pet” option. Select “Add Pet” and then complete the form.
Can I download my pet’s medical records?
Yes, the “My Pets” page has Download buttons for available vaccination records and lab results. Prescription information can be opened by selecting the arrow beside Prescriptions, but a direct prescription download is not available.
Can I see previous appointments?
Yes. The “My Pets” page includes an Appointments section with separate areas for upcoming and past appointments.
Why doesn’t the 24/7 pet advice option open?
Your browser may be blocking the new window. Allow pop-ups for the Pet Portal, then select “24/7 pet advice” again.
Does turning off automatic renewal end Thrive Plus immediately?
No, turning off/canceling automatic renewal prevents another term from beginning. It does not end the current 12-month commitment, and members remain responsible for the existing 12-month term.
Keep Everyday Pet Care Within Easy Reach
From viewing available medical records to booking an appointment, the new Pet Portal puts helpful care tools in one convenient place. Use the same email address you provided to your veterinary hospital, then sign in on the web or through the Thrive Pet Healthcare app to get started.
*If it is an emergency, take your pet now to the nearest veterinary emergency hospital. This service does not diagnose or prescribe and is not a substitute for a visit to our hospital. Although whiskerDocs® team members are credentialed veterinary technicians, they do not operate as such in this context. Rather, they will provide you with information so that you can make the best decision on behalf of your pet. In many cases, they will recommend you see a licensed veterinarian in your state for treatment.
** Unlimited free exams apply to general practice exams only, and hospital fees may apply.
See full terms for membership details and excluded services.
