Kennel Connection Help Center

After-Hours Emergency Support
For use ONLY outside of business hours. (Mon-Fri, 8am to 7pm ET). 

To avoid any delay, be sure to search this knowledgebase for your issue prior to submitting a ticket. Most answers can be found here.

If you're issue does NOT consist of one of the following, please email support@kennelconnection.com with your issue to create a ticket and someone will get back to you on the next business day. 

- Kennel Connection Desktop - Will not open on any machine including server. 
- KC-Cloud - Cannot login/spinning and you've verified you have Internet.
- KC Online Reservations - Clients are getting an error upon login or cannot book ANY reservations.
- Hello-Groom - Cannot login/spinning and you've verified you have Internet.
- Credit Card Processing - Cannot take payments at all from any method.
- PawLoyalty - Cannot login/spinning or extreme latency and you've verified you have Internet.

*Utilizing the emergency support for non-emergencies will not receive a call back.
*Users without a valid subscription will not receive a call back and will need to speak with a sales representative on the next business day.



    • Recent Articles

    • Cloud - AI Engine for Grooming services

      Kennel Connection's AI Engine lets you create rules to apply to Grooming services that will add an additional fee to the appointment and invoice. These can be set by temperament, coat condition, mat level, breed, size and so on. Click here to learn ...

    • Cloud - Daycare Primary Services

      You can create multiple types of Daycare, called Primary Services, that have their own prices. You can also setup multipet pricing. To enable Daycare Primary Services, click on Setup, System Options, Global. Check the box for 'Enable advanced ...

    • Cloud - Boarding Primary Services

      You can create multiple types of boarding, called Primary Services, that have their own prices and are independent of the run assigned the appointment. You can also setup multipet pricing. To enable Boarding Primary Services, click on Setup, System ...

    • Error: Message Failed to Send - Email Errors When Sending from Live Access

      When sending emails from Live Access including appointment confirmations, sending signup links to clients and other, you have the option to use the MyKCApp.com email server OR use KC Desktop Email Confirmation settings. Since Live Access is a hybrid ...

    • Using the SMS System

      Using the SMS System There are two ways to view, send and receive texts and pictures. This is all done through your Live Access, HG or Cloud page. Option 1: From the client card directly. Open a client card and click the SMS button in the upper ...

    • Popular Articles

    • How to Set an App Password in Gmail

      If you're reading this article, odds are you're attempting to use an @gmail.com account OR a Google Workspace (paid Google email account) inside of Kennel Connection to send emails to your clients and the email settings are failing OR you're ...

    • SMS Opt-In

      Due to the new federal regulation called 10DLC, all business numbers that send out SMS messages are now required to register their SMS numbers. These regulations provide your clients the option to opt-in or out of receiving these messages. Below ...

    • What is Additional Fee & how does it work?

      Kennel Connection Additional Fee Program Features: Implement an additional fee on your invoice total that allows you to offset other business expenses. How does it work? Let’s say you have a client invoice for $100. When selecting to use a card for ...

    • PawLoyalty - Extending the calendar

      You are able to book appointments up to 13 months in the future for PawLoyalty. Please note: This may take several minutes to update. To extend the calendar, click on PawLoyalty logo, Schedule. Click on Update hours. Put in your hours and Save. This ...

    • Cloud - Payment options: Split payments, partial payment, using credits

      Split Payments You are able to split payments on an invoice, paying part with cash and part with a credit card, for example. Here is a $391.10 invoice that the client wants to pay $100 in cash and $291.10 on a credit card. Click Save Invoice and Pay. ...
    Remote Support
    If you are working with a Software Connection agent and they have asked you to join a remote session, please click the button below to join a remote session. 

    Do not use this tool if you are not working directly with a Software Connection agent.