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.
Please view support agreement for more information



    • Recent Articles

    • Restarting Live Access **

      How to Restart Live Access If you are seeing this error message when trying to load Live Access, it may be resolved with a simple restart. Please note that Live Access must be restarted from the host server computer. To restart Live Access from the ...

    • Inactive Customer List

      Inactive Customer List There is an option to run a report for inactive customers only. To access this report, go to Reports, Lists, Customer List, then select the Inactive option and click OK. This will generate a list of all customers currently ...

    • Desktop: How to add a Credit

      How to add a Credit on Desktop / KC7 Go to Accounting → Receipts → Prepayment/Credit. From this screen, you can add unlimited Credits / Prepayments / deposits or credits to a client account. Search for the customer After clicking Prepayment/Credit, ...

    • Cloud - Daycare Quick Check-In

      The Quick Check-In screen lets you add multiple pets to the daycare schedule with a few clicks. To enable, click on Manage, New Features Settings. Check the box for Enable Daycare QuickCheckin. You also set what defaults will load onto the ...

    • QuickBooks DirectLink - Setting invoices/receipts to Not Transferred

      There may be times when you need to resync invoices and receipts to QuickBooks. If these have already been synced, their flag is set to Transferred. They must set to Not Transferred or Kennel Connection will not try to sync them again. Note: You must ...

    • Popular Articles

    • 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 ...

    • 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 ...

    • Setting up and using Payment Links/Text to Pay**

      You are able to send a link to clients that lets them pay invoices before they pick up their pets, allowing for a faster checkout process. Your clients will do all the heavy lifting. You just click to send the link. Your client can pay one invoice or ...

    • 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 ...

    • 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 ...
    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.