General
Hello-Groom - Dashboard views
You have the option for three different dashboard views. The Compact and Comfortable Views allow you to see most of the information related to the pet and the client including packages, warnings, vaccine dates. You are able to create an invoice ...Hello-Groom - Deceased pet
You can mark a pet as deceased when you click Edit on the pet card. Deceased pets display a black X. You can get a list of pets under Reports, Lists, Deceased Pets.Hello-Groom - Deleted appointments
You can track deleted appointments which means they will still display on the schedule. Click on Setup, System Options, Global tab and check the box below. Deleted appointment show as a gray line with black text, circled in yellow below.Hello-Groom - Enforce operating hours
You can opt to not allow appointments to be made outside of your operating hours. This feature is available for the Grooming and Daycare modules. Click on Setup, Business Info, Operating hours tab. Check the box for 'Enforce operating hours'. Enter ...Hello-Groom - In date and In time blank on appointments
You can set the In Date and In time as blank on appointments so that your employees are required to enter that information. This is an option for Boarding, Grooming, Daycare and Special Services. Click on Setup, System Options, Grooming. Click the ...Hello-Groom - Feeding labels
You are able to print labels from the feeding schedule to attach to the pets' bowls. Under each module, click on Reports, Feeding schedule. Click the box for "Print labels for feedings". The labels will list the pet's first and last name, run number ...Hello-Groom - Pet pictures are rotated incorrectly when viewing through Hello-Groom
Hello-Groom does not have any control over the layout of pictures, whether they are landscape or portrait. Androids and iPhones have known issues of pictures showing sideways even if they look correct in their thumbnail. If you are taking landscape ...Hello-Groom - Pickup and Delivery
You are able to assign pickup and delivery services to appointments. You can add special messages that will be included on confirmation emails and reports. On the appointment page, click the box(es) if the pet is to be picked up or delivered back ...Hello-Groom - Schedules no longer display colors
If you notice that the schedule no longer displays color, you just need to click the Status button to enable.Hello-Groom - Transfer pet to a different owner
You are able to transfer a pet to a different owner. Open the pet card, Edit tab. Click on 'Transfer pet to different owner'. It will take you through the steps of choosing a different owner. Please note: If you have security enabled, you will need ...Hello-Groom - Require email address on file
You can enable a feature that will not let you save a client card until you have entered an email address. Click on Setup, System Options, Global tab. Check the box for 'Require an email address on client cards'. When saving the client card, you will ...Hello-Groom - Refunds/voids
To create a return, click on Financials, View Invoices. Search or find the invoice, click on the arrow and choose Refund/Return. This will show all items on the invoice with Qty (quantity) of 0. Put in the number of items to be returned. Please note: ...Hello-Groom - Adding inventory
To enter inventory, first you can setup your different vendors so that you can print inventory reports filtered by the vendor. Click on Setup, Inventory, Vendors. Click on Add new item. Fill out any of these fields as necessary. Hit Save when done. ...Hello-Groom - Printing inventory reports
Click here to learn how to add inventory items. You can print inventory reports under Reports, Other, Inventory. You can opt to show categories or not, print by a specific category or a specific vendor.Hello-Groom - Google Analytics for the Online Reservations site
You can add Google Analytics to your OLR site, which will track what pages your clients are clicking on. Go to OLR Settings, General tab, General tab. If you don't already have a Google Analytics account, click on the link that will take you through ...Hello-Groom - Additional Notes on pets and clients
You can add unlimited notes on the client or pet card. Open the card and click on the Additional Notes tab. Click Add Note and enter the information. You can also hit Print Notes and print for any date range needed.Hello-Groom - Viewing inactive clients on Client Explorer
You can make clients inactive by opening the client record and hitting Edit. Scroll to the bottom and check the box for Inactive. Make sure to hit Save. To view your inactive clients, click on the Gear on the Client Explorer. Click the box for ...Hello-Groom - Transfer pet to another owner
You can transfer a pet to another owner through Live Access. Please note: This is an admin function so if you require logins for KC you will need to edit an admin ID/password to use this feature. In this example we will move Cammie Aaron to Lisa ...Hello-Groom Main Dashboard Overview
Hello-Groom's main dashboard can show you a lot of info in one space! The dashboard is separated by three tabs. Awaiting Arrival, Checked-In & Checked Out. This allows you to view clients that have not arrived yet, pets that are checked in and pets ...Hello-Groom Logging in to Hello Groom
To login to Hello-Groom, you must have an account created already. If you do, you'll have your own custom URL such as https://happypets.myhellogroom.com . Please navigate to that site on your computer or mobile device and you'll be brough to your ...
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Voiding a transaction in Kennel Connection when processing with Cardpointe Integrated System: Go to the Accounting tab and select Credit Card Management button. It will have you sign in depending on your settings. Click View. Please note: only users ...Email Setup - Office 365
Here are the settings for Office 365 accounts. **IMPORTANT: You must enable the SMTP option in your Office 365 account. This can be accessed multiple ways. 1. By going to https://outlook.office.com and logging in with your email you want to use. ...Unhandled Exception Error System.FormatException An invalid character was found in the mail header
Unhandled Exception Error: System.FormatException: An invalid character was found in the mail header: '>'.: Symptom: When attempting to send emails to multiple customers under the Utilities>Send Email option, you may sometimes receive an Unhandled ...Hello-Groom - Dashboard views
You have the option for three different dashboard views. The Compact and Comfortable Views allow you to see most of the information related to the pet and the client including packages, warnings, vaccine dates. You are able to create an invoice ...
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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?
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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 ...Waitlist appointments
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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.