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
Thank you SMS messages are not sending
If you use the SMS texting system, you can opt to send Thank you texts on checkout. Please note that these texts will only send if you check the pet out through Live Access. They will not send if you check the pet out through desktop Kennel ...
Error 'could not load file or assembly' when doing various tasks in desktop Kennel Connection
While using Kennel Connection desktop version, if you get this error "Could not load file or assembly', this means there are missing files that need to be installed. Contact Support to get the latest hotfix files to put in place. Email ...
Cloud - No Shows
You are able to mark Boarding, Daycare and Groom appointments as No Shows by opening the appointment and checking the No Show box. To get a report, click on the module, Reports, No Shows. For boarding, the date range must include the check-in date of ...
Cloud - Dashboard spins when printing the run card
When printing the run card from the Dashboard, you may notice another tab that opens for the report. The original tab with the Dashboard showing the spinning icon and you need to refresh to get it to load. This is a function of the browser that is ...
Uploading Data Files for Kennel Connection Conversion
Visit www.kennelconnection.com/data-file-upload Click the “+select your files” button or if you’re uploading a folder of files, click the “select a folder" button to get started. If selecting files, choose your appropriate data files that we need to ...