How to Register and Use 'My Animal Trust' Portal
What is 'My Animal Trust'?
My Animal Trust is your all-in-one online portal for managing your pet’s health. My Animal Trust makes checking records, booking appointments, and keeping up with care simple and convenient.
Registering and Login
First time using the new My Animal Trust portal?
As an existing client, you'll need to create a new account to get started. Click here to set it up.Already created your new My Animal Trust account?
Great! Just click the button below to log in.
With your new 'My Animal Trust’ account, you’ll be able to
- Book and cancel appointments at any time
- Choose which vet you’d like to see
- Order repeat medication with a smoother, improved process
- Sign up for a PawAssist pet health plan — now faster and easier than before
- Add new pets to your profile
- Update your contact and pet details instantly
- View past and upcoming appointments at a glance
Video guides on how to use My Animal Trust
Register online via My Animal Trust as a new client.
Add a pet via My Animal Trust.
Register on My Animal Trust as an existing client.
Add a PawAssist plan via My Animal Trust.
How to order repeat meds via My Animal Trust?
My Animal Trust Portal FAQ - Login
Find helpful guidance on registering and answers to possible queries.
Error message: 'Multiple records found', what should I do?
If you see the error message 'Multiple records found…', it means we need to make an update on our system, and we may need a few details from you to do this.
Please contact us using the chat function on our website: select 'Send us a message' and choose the most relevant option. Follow the prompts to reach our team. Once we’ve made the necessary update, you can try logging in or linking your account again.
I'm waiting for an email to arrive (e.g. password reset or verification code). I can’t access my account — what should I do?
If the email hasn’t arrived, give it a few minutes as delivery isn’t always instant.
Check your junk or spam folder, then try generating the link or code again, make sure the email address you entered is correct.
If it still doesn’t come through, please raise a support ticket using the form linked here so we can help.
Error message: 'This email is already registered. Please log in to continue.' What should I do?
Please use this link to login.
Error Message: 'User with this email address not found in client app.' What should I do?
This usually happens when your existing Animal Trust account hasn’t been linked to the new client system yet. To resolve this, follow the link and complete the steps.
Error message: 'Incorrect email or password'. What should I do?
If you’ve forgotten your password, you can reset it using this link.
My Animal Trust Portal FAQ - Health Plan
I already have a PawAssist plan, but I can’t see it as active in My Animal Trust profile.
If your plan was taken out before 1 September 2025, the information is being migrated across to appear in My Animal Trust. Rest assured, your plan remains active. We expect all such plans to be visible in the app by the end of 2026.
If your plan was taken out after this date, please create a support request here.
I have a PawAssist plan, and would like to change my billing details.
Please contact [email protected] with this request.
I’ve added a PawAssist plan, have not received a direct debit confirmation or details of payment date.
- Log in to 'My Animal Trust'.
- Check the dashboard to confirm that an active plan appears for the expected pet. This means your benefits are live and ready to use.
- Wait for the direct debit confirmation email. This email is sent on the same day but may take some time to arrive. The payment date will be included in this email.
- If you haven’t received the email within 24 hours, contact the pet health plan team for assistance, please emails [email protected]
I have a PawsAssist subscription and want to cancel it. What should I do?
Please ensure you have read and understood the PawsAssist terms and conditions.
To request cancellation, contact the Health Plan team at [email protected].
My Animal Trust Portal FAQ - Other
I'm having issues booking an appointment via My Animal Trust.
Please report this issue to our tech support team.
How do I update the status of my pet? e.g. rehomed or passed away.
This feature isn’t currently available. Please contact your local practice via the chat function on our website for assistance.
How do I change my registered practice in the My Animal Trust portal?
You can’t currently update your registered practice through the portal. To request a change, please contact your local practice using the chat function on our website (blue icon, bottom right of every page).
I can’t progress with appointment booking - the buttons are greyed out or unresponsive.
Make sure all required fields on the page are filled in. If any information is missing, the booking buttons will remain inactive until all details are completed.
My issue is not listed here.
Please raise a query with our tech support team.