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

    • 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 ...

    • KC Cloud - Managing your customers Client Portal accounts

      There may be times where your customers that have signed up for Client Portal forget their passwords, incorrectly enter their email address during signup or need to be denied access to OLR or removed from the system. All this can be managed from your ...

    • Multilocation - Entering employee schedules

      Click on each location to set schedules for all employees. To enter a schedule for an employee, click on Setup, Employees, Schedule. Click the arrow and Add New. You can enter two shifts per day. Set the hours and hit Submit. If the employee gets the ...

    • Hello-Groom - Entering employee schedules

      To enter a schedule for an employee, click on Setup, Employees, Schedule. Click the arrow and Add New. You can enter two shifts per day. Set the hours and hit Submit. If the employee gets the same schedule each week or for a specific date range, you ...

    • Cloud - Entering employee schedules

      To enter a schedule for an employee, click on Setup, Employees, Schedule. Click the arrow and Add New. You can enter two shifts per day. Set the hours and hit Submit. If the employee gets the same schedule each week or for a specific date range, you ...

    • 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 ...

    • 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 ...

    • 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 ...
    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.