All Collections
Get Care
Troubleshooting Video, Audio, and Upload Issues
Troubleshooting Video, Audio, and Upload Issues

Learn how to add images to your Vet Pro chat!

Pawp Team avatar
Written by Pawp Team
Updated over a week ago

Troubleshooting Audio Issues

You may occasionally notice an apparent audio issue between iOS/Android devices and the Pawp app. Luckily, there's no bug in this particular situation, and you may even notice this happen occasionally in other apps. Your device may sometimes change the audio output source, which makes it seem like you can't hear our Veterinary Professional. There's a quick fix to force the correct output source, outlined here:

iOS Devices

Step 1: If you're in a video call with our Vet Pro Team and can't hear them, swipe down from the top-right of your device's screen to pull up the Control Center.

Step 2: In the Control Center, look for the symbol below in the audio card and tap on it to view available output sources.

Step 3: You'll then want to choose the appropriate output source for your device's audio. The Pawp iOS app works best when choosing iPhone and outputting audio through your phone's speaker. Nonetheless, choosing this option should fix any audio issues you're experiencing, and you can continue your conversation with a Veterinary Professional!

Android Devices

Set up an audio switch on your Android device

Headphones that support an audio switch can connect to multiple Android devices. If an audio switch is on, your headphones will seamlessly switch between devices as you use them. Your Android device notifies you when the audio has switched.


Turn the audio switch on & off

Audio switch is on by default.

Important: To use audio switch, you must sign in each device to the same Google Account and sync each device to your account.

  1. On your Android device, tap Settings

    and then

    Connected devices.

  2. Next to your device, tap Settings


  3. Tap Audio switch.

  4. To turn the feature on or off, select Use audio switch.

Troubleshooting File Upload Issues

During a conversation with our team, you can upload image files directly into your chat. We've made this process as simple as possible. Providing extra visual information in your conversation leads to better triage and advice from our veterinary professionals!

Follow the steps outlined below to upload an image into your conversation!

From the conversation view, tap the Camera icon (Image 1) to open the Add an Attachment view (Image 2). You can select Camera to take a photo directly from your device, or you can select Photo Library to upload a photo you've already taken.

Adding a photo for the first time?

The first time you attempt to complete this process, the Pawp app will request the appropriate permissions (Image 3) required to complete this action. We need access to your Camera if you wish to take a photo, or we need access to your Photo Library to upload an existing file.

Did this answer your question?