Frequently Asked Questions
Find quick answers to common questions about Emotional Support Animals (ESA), Psychiatric Service Animals (PSA), and how Support Animal can help you secure official approval for housing and travel.
How quickly can I receive my Emotional Support Animal letter?
Your application will be carefully reviewed by a licensed mental health professional, with processing typically taking 1-2 business days.
Are there situations where I may not qualify for a ESA documentation?
Yes. Every application receives an individualized review by a licensed mental health professional, who will assess the information provided and make a professional determination regarding ESA letter issuance.
What happens if my application is not approved? Am I eligible for a refund?
Yes, refunds are issued automatically if you are not approved, minus a $25 licensed provider evaluation fee.
How can I get in touch if I have questions?
For the quickest response, please email us at [email protected]
Is your service valid and legitimate?
Absolutely. All healthcare professionals we work with are licensed and registered in their respective states.
What should I do if my landlord requests additional documentation?
You can email any extra forms to [email protected] for assistance. Some forms may require an additional fee based on the information requested.
Is the letter still usable if I request a refund?
No. If a refund is requested for your letter, your account will be considered inactive as a patient.
In such cases, verification of the letter may show a “denied” status to housing providers or airlines.
ESA vs Service Animal: What’s the difference?
An Emotional Support Animal (ESA) is an animal that provides comfort and helps alleviate symptoms related to conditions such as stress, anxiety, or other mental health challenges.
ESAs are most commonly dogs or cats and are not required to have specialized training. ESA documentation is typically used to support housing accommodation requests where pets may otherwise not be allowed.
A Psychiatric Service Animal (PSA) is a specially trained dog that performs specific tasks related to a person’s diagnosed mental health condition. PSAs are recognized as service animals and have public access rights under applicable laws, including protections under the ADA.
Policies regarding travel and accommodations may vary, and ESA or PSA recognition depends on current federal and state regulations. Licensed professionals in the Support Animal network provide evaluations and documentation for both ESAs and PSAs when appropriate.
How can I change my shipping address for an order?
If your shipping address needs to be updated, please contact [email protected] immediately after purchase with the correct details.
Does reaching the checkout page mean I’m automatically approved?
No. A licensed mental health professional still needs to review your application, and you’ll be notified by email once there is an update.
Can a single letter include more than one owner?
No. Every person requires their own individual evaluation by a licensed provider, since symptoms and needs for an Emotional Support Animal can differ.
Is it possible to obtain letters for multiple Emotional Support Animals?
Yes, an ESA letter may cover multiple animals; however, each animal must be individually included and discussed during your evaluation with a licensed mental health professional.
Are Support Animal Therapists Licensed?
Yes. Licensed healthcare professionals play an important role in issuing ESA documentation. Housing providers may verify information with a qualified professional, such as a doctor or therapist, during the accommodation process.
A provider’s letter does not establish a service animal under the ADA. However, under the Fair Housing Act (FHA), documentation from a licensed professional is typically used to support ESA-related housing accommodation requests.
Make sure your documentation comes from a provider with an active license in your state.
What are the current airline policies regarding Emotional Support Animals?
Recent regulatory changes do not amount to a ban on Emotional Support Animals. Instead, airlines are no longer required to recognize ESAs as assistance animals, and each airline can decide its own policy regarding whether ESAs are permitted in the cabin.
As a result, most major U.S. airlines now treat ESAs as standard pets, meaning they typically must travel in a carrier under the seat and are subject to applicable pet fees. Psychiatric Service Dogs (PSDs), however, are recognized as service animals when properly trained to perform specific tasks related to a disability and are generally allowed to travel in the cabin without pet fees, in accordance with applicable regulations.
Can an Emotional Support Dog become a Psychiatric Service Dog?
An Emotional Support Animal (ESA) becomes a Psychiatric Service Dog when it is trained to perform specific tasks directly related to a person’s disability. This is a training-based process and not something that can be achieved through documentation alone.
Under the ADA, animals that provide only comfort or emotional support do not qualify as service animals. To be recognized as a Psychiatric Service Dog, the dog must be individually trained to perform tasks that mitigate the handler’s disability.
Psychiatric service dogs may be trained by their owners, and professional training is not required. When properly task-trained, they are treated the same as other service animals under applicable laws.
Are ESAs still accepted under housing regulations?
Housing regulations regarding Emotional Support Animals have not changed, and ESA letters may continue to be used for eligible housing accommodation requests.
What if my application is not approved by the licensed provider?
ESA or PSD documentation may be provided by licensed mental health professionals for a variety of mental health conditions, including PTSD, OCD, anxiety, and other conditions that impact emotional or psychological health.
What is the purpose of offering digital ID cards if they are not required by the ADA?
We understand that ID cards are not required by the ADA. However, we remain committed to supporting individuals with mental health conditions by providing optional tools that may help simplify daily life.
Some customers and community members have shared that ID cards can serve as a convenient reference indicating that a dog is connected to documentation from a licensed mental health professional.
In certain situations, they may help reduce confusion or questions during everyday interactions.
If I’m moving to a different state, which state should I choose on the form?
Please select the state where you currently live, or the state tied to your housing request. This ensures your evaluation is conducted by a licensed mental health professional authorized to practice in your state.
While federal laws like the ADA and Fair Housing Act provide general protections, state and local rules may differ in how they define or apply assistance animal policies.
Typically, the provider must be licensed in the state where you are located. Always confirm that the professional’s license is active and valid in that state.
What is the maximum number of ESAs allowed?
Under the Fair Housing Act, there is no set limit on how many Emotional Support Animals a person may have. However, housing providers evaluate requests based on reasonableness.
Additional ESAs may be denied if they create issues such as space constraints, health or safety concerns, property damage risks, or undue burden on the housing provider.
In general, there is no strict cap, but approval depends on what is reasonable in each individual housing situation.
What determines the validity of a Support Animal letter?
A valid ESA letter is typically created in accordance with housing-related guidelines and should establish a clear therapeutic relationship between the individual’s condition and the support provided by the animal.
A properly prepared ESA letter generally includes:
Issuance by a licensed mental health professional (LMHP)
Confirmation of a qualifying emotional or mental health condition
Explanation of the animal’s therapeutic role
Description of how the animal helps reduce or manage symptoms
Provider license details and contact information
Be aware that online registries or certificates are not generally accepted as valid documentation.
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