To provide robust data security and maintain strict payment industry privacy standards, all financial modifications must be performed directly by you within our secure application. MedcoVet personnel are legally restricted from collecting, viewing, or manually processing credit card numbers over phone calls, emails, or text chats.
How to Update Your Card on File
Log into the MedcoVet mobile app.
Open the Settings menu.
Tap Payment Settings.
Securely enter, verify, and save your updated credit card information.
Note: Your app account is directly tied to the mobile phone number used during your initial clinical consultation. If your phone number has recently changed, please contact Support so we can update your master profile and restore your app access.
Troubleshooting In-App Payment Failures
If the app experiences an error during checkout or card synchronization, verify these common friction points before trying again:
The Essentials: Re-verify that the card number, expiration date, CVV security code, and billing ZIP code are typed accurately.
Address Synchronization: Ensure that the billing address entered matches the exact address your issuing bank has on file for that account.
Bank Protocols: Confirm your card possesses a sufficient balance, is cleared to handle automated recurring online merchant charges, and has not temporarily flagged the transaction under a fraud restriction.
Try another card: If the transaction continues to fail, we recommend attempting the checkout process with an alternative card.
⚠️ Important Note on Bank Discrepancies: If the app displays an error message during checkout but you notice that the charge went through on your bank account anyway, please do not try the payment again. Attempting it again may cause duplicate charges. Reach out to MedcoVet Support immediately so we can audit your account status and confirm your payment status.
Understanding Your Account Charges
The $29.98 Processing Charge: This standalone, one-time payment represents our upfront shipping and handling fee required to carefully prepare and transport your medical device. This processing fee is entirely separate from weekly rental or upfront purchase fees and is strictly non-refundable.
Tracking Your Progress Towards Ownership: You can track your real-time payment history and your remaining balance toward device ownership by navigating to Settings > Payment Settings inside the app at any time.
Requesting Receipts & Insurance Documentation
While final reimbursement approval depends entirely on your specific pet insurance provider and policy caps, MedcoVet is glad to help you organize a comprehensive claim packet. We cannot guarantee claim approval or direct reimbursement from your insurer.
We can quickly generate itemized tax receipts, formal payment history ledgers, complete transaction statements, or formal verification letters upon request.
To request these files, message MedcoVet Support and provide:
Your full name.
Your pet's name.
The mobile phone number linked to your app account.
Clarification on whether you need an individual transaction receipt, a complete statement, or a specific document requested by your insurance company.