How can we
help?
Guides, troubleshooting, and the answer to “wait, why did my reimbursement come back lower?” If you'd rather talk to a human, the form below goes straight to us.
A few small piles, not one big shoebox.
Getting started
Make an account, add your pet, set up your first capture.
4 articlesReceipts & EOBs
Snap, upload, and review the documents Heel reads for you.
5 articlesReimbursement math
Understand expected vs. actual, and why a payout differs.
4 articlesAccount & billing
Login, plans, switching pets, exporting data.
4 articlesPrivacy & security
What we store, who can see it, how it's protected.
3 articlesStart here.
Stuck on something? Try here first.
The handful of issues that come up most often, with the steps we'd suggest.
Heel didn't read my receipt correctly — what now?
OCR isn't perfect, especially on thermal receipts that have faded. Two quick fixes:
- Re-capture in good light, flat on a dark surface, with the whole receipt in frame.
- Edit the misread fields directly on the review screen — Heel learns from your corrections, so the same vet's next receipt will be cleaner.
I never got the sign-in email.
Check spam and Promotions, then search for noreply@tryheel.com. If nothing shows up, request a fresh link from /login. Old links die after 15 minutes or as soon as you request a new one.
Still nothing? See I can't log in for the full checklist.
My expected reimbursement doesn't match what I think it should be.
Walk through these in order:
- Open Policy and confirm your deductible, %, and annual maximum are right.
- Open the invoice and check that every line is in the right category — excluded items don't count.
- Compare against the policy year — if you reset recently, the deductible is back at zero.
See Expected vs. actual reimbursement for the full math.
Heel thinks I have a duplicate, but it isn't.
Two visits on the same day with the same total to the same vet is rare but happens (multi-pet households especially). On the duplicate-detected screen, tap It's different and add a one-line note. Heel keeps both, and the note shows on the ledger row.
Heel can't match my EOB to any invoice.
The EOB references an invoice Heel doesn't have on file. Upload the receipt first, then re-attach the EOB. If the EOB only lists a subset of an invoice's line items (partial reimbursement), that's normal — Heel handles partials.
My CSV export is empty.
Check that you've switched to the right pet — exports are per-pet by design. If the active pet's ledger has no invoices yet, the CSV will only contain headers.
Didn't find your answer? Write to us.
We read every message. The gaps we hear about most are the next articles we write.
When you write in, include:
- The email on your Heel account (so we can find you)
- What you were trying to do, and what happened instead
- A screenshot if it's a visual issue — attach to a reply once you've got a thread
- The invoice or EOB ID if it's about a specific document
- Roughly when it happened (helps us find logs)