Frequently asked questions

We connect you with a licensed health care professional who decides whether you qualify for an ESA housing letter or a psychiatric service dog (PSD) travel letter. If you qualify, you receive the signed letter as a digital download.

We are not a law firm, and nothing on this site is medical or legal advice.

There are six packages. Basic: Travel Package $109, ESA Housing & Travel Package $154, ESA Housing Letter $109. Premium: Travel Package $200, ESA Housing & Travel Package $254, ESA Housing Letter $200. These are one-time prices. See ESA letters and pricing.

The packages come in two service tiers. Both tiers list the same inclusions: a digital download of your letter or letters, and automatic activation of your registration on the National ESA Directory (ESAC). The tiers have different prices. If you want to know more before you order, ask in Live Support or email [email protected].

Each package includes automatic activation of your registration on the National ESA Directory (ESAC). Registering an animal does not by itself make it an emotional support animal. HUD's guidance describes what documentation a housing provider may ask for; see the housing page.

No. The prices on the packages page are one-time prices.

Pick a package on the pricing page and choose Order now. The order page asks for the handler's first and last name, your email, phone number and ZIP code, the number of pets, and your main reason for asking. It creates your account if you do not have one, and you can follow the order under My Letters.

The Fair Housing Act requires housing providers to consider reasonable-accommodation requests for assistance animals, including emotional support animals. Considering a request is not the same as approving every request. Read more on the housing page.

It is HUD guidance from January 2020. It describes what documentation a housing provider may ask for when someone requests an assistance animal as a reasonable accommodation.

We cannot guarantee that a landlord will accept a letter. Housing providers decide how to respond to a request under the law. If a landlord or other housing provider refuses our letter, you may be eligible for a full refund. See the refund policy for what to send us.

No. Under California AB 468, the documentation from a licensed professional that an animal qualifies as an emotional support animal does not entitle the animal to the rights and privileges that the law gives a guide, signal or service dog.

The ESA Housing Letter is the housing product. The ESA Housing & Travel Package includes a housing letter and a travel letter. The Travel Package alone has no housing letter. See the packages.

Since the Department of Transportation's December 2020 rule (14 CFR Part 382, in force January 2021), airlines are not required to treat emotional support animals as service animals. Airlines set their own policies for emotional support animals, so check with your airline before you travel.

A PSD is a service dog. The same DOT rule treats psychiatric service dogs as service animals. Our travel letters are for PSD travel. See the travel page.

An instant download of your airline letter and automatic activation of your registration on the National ESA Directory (ESAC). A licensed professional decides whether you qualify, and airlines set their own policies.

We cannot guarantee that an airline will accept a letter. If an airport, airline or hotel refuses your entry because of our letter, you may be eligible for a full refund. Email [email protected] with the business address, phone number and employee name, plus the handler name and registration number.

Three steps. First, you start the questionnaire. Second, a licensed professional for your state contacts you. Third, if you qualify, you receive your signed letter on your provider's letterhead. The how it works page has the detail.

The handler's first and last name, email, phone number, current ZIP code, the package you want (Basic or Premium), how many pets you have, and your main reason for asking. The reasons listed on the form are anxiety disorders, depression, PTSD, social phobias, bipolar disorder, OCD, and loneliness and isolation. Choosing a reason does not mean you qualify. The professional decides.

No. The verification letter comes from us the moment you register your pet in your account, free. It confirms the registration: your pet's name, species, registration number and date, with a link to our public verification page. It is a registration record, not documentation from a health care professional.

A housing provider is required to consider documentation from a licensed health care professional. That is our ESA housing letter, which takes a questionnaire and a consultation and starts at $109.

Any animal commonly kept in a household: dogs, cats, rabbits, birds, guinea pigs, hamsters, ferrets, fish and similar pets. The species does not change whether you qualify; the licensed professional decides that. Housing letters cover emotional support animals of any of these species.

Air travel is different. Under the US Department of Transportation rule, airlines recognize psychiatric service dogs, so our travel letters are for dogs only.

A housing letter comes from a licensed health care professional with personal knowledge of you, such as a therapist, counselor, psychologist, physician, physician assistant or nurse practitioner. HUD's guidance (FHEO-2020-01) calls this reliable documentation from a health care professional.

A travel letter for a psychiatric service dog comes from a licensed mental health professional. The airline relies on the DOT Service Animal Air Transportation Form; the letter supports it.

The licensed professional you speak with, in a phone consultation. We connect you with licensed professionals who are contracted to provide the service. We do not endorse, certify or credential any professional; see section 9 of the terms.

You receive a partial refund: $60 for one letter, or $75 for a two-letter purchase.

In three cases. If a landlord, airline or hotel refuses your entry because of our letter. If nobody from ESA Pet Registry or a licensed professional contacts you within two business days after a professional is assigned. And if you were charged twice, one of the two charges is refunded in full.

You can ask for your money back before the phone consultation. A $35 administration fee is deducted from the refund.

All letters are final sale once you have had a phone consultation or received an approval. If you cannot be reached for 48 hours after a professional is assigned, your application goes to our administrative department and a $35 fee is deducted. If you stay unreachable for 30 days from the application date, you may no longer be eligible for any refund. Additional forms and services are not refunded. Read the full refund policy.

Email [email protected] with your first and last name and your reason. A team member reviews the request and answers within 24 hours, and you get a confirmation email.

Use Live Support, email [email protected], or call (844) 442-2234. Support hours are Monday to Saturday, 8 AM to 10 PM Pacific. Sunday is closed.

The chat is answered by Julia, an AI support assistant. She can explain the packages and the process. She does not give medical or legal advice and cannot promise that you will be approved. For anything else she points you to a ticket or to [email protected].

No. Live chat works for everyone. If you are signed in, your chats are saved and you can see every past chat in the history drawer.

Sign in, then open Live Support. Tickets are for signed-in customers; a free account takes a minute to create. Pick a category (letter status, order or billing, housing question, travel question, account or login, or something else). We email you a copy and reply on the page and by email. We usually reply the same day.

Open means we have your ticket. Waiting on you means we replied and it is your turn. Waiting on support means we are working on it. Resolved means it is done; a reply from you reopens it.

Sign in and open My Letters in your dashboard. Your orders appear there.

Use the password reset page. If that does not work, open Live Support or email [email protected].