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

    • 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 ...

    • 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.