General Help
Cloud - 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 ...Cloud - 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.Cloud - 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. The Boarding ...Cloud - 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 ...Cloud - Duplicate run number error when adding runs
This error means you have a deleted run named the same thing. If you have two runs in your database named the same thing, KC will duplicate those appointments on the schedule. Click on Setup, Lists, Runs. Click on "Show runs marked as deleted". All ...Cloud - 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. Under each module, ...Cloud - 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 ...Cloud - Pet pictures are rotated incorrectly when viewing through Kennel Connection
Kennel Connection 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 ...Cloud - 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 ...Cloud - Schedules colors no longer
If you notice that the schedule no longer displays color, you just need to click the Status button to enable.Cloud - 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 ...Cloud - 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 ...Cloud - Condensed vs Standard appointment view
There are two different appointment views available, and you can choose the one that works best with your appointment flow. Condensed View The condensed view is a tab layout, where it shows tabs for each pet(s) and then tabs for each service. This is ...Cloud - Custom Menu Setup
You are able to create your own custom menus, hiding items you don't need and sorting items in order of importance. You are able to add sub-menu items as a main entry item for easier access. You can add as many menus as needed. You can create menus ...Cloud - Default services
On the pet card, you are able to add default feedings, medications and exercises so that they load onto every appointment made for this pet. This is a great time saver if the pet gets the service every time. Important: If you add/modify/delete ...Cloud - Making clients/pets inactive
When you make a client inactive, the client no longer displays on the client explorer active list. When you make a pet inactive, it will not show when making appointments but you can still view the pet on the client card. To make a client inactive, ...Cloud - Waitlist appointments
You are able to keep a separate list of appointments on the Waitlist when you don't have availability on your active schedules. When making the appointment you can click on the Add to waitlist box before hitting OK to save the appointment. Boarding: ...Cloud - Expired Vaccinations
You are able to print a report for pets with expired vaccinations and send an email. Click on Reports, Lists, Expired vaccinations. All - This will give you a list of all pets in the database with a vaccine expired/expiring during the specified date ...Cloud - Vaccinations
Before you are able to add vaccines to a pet's card, you must first setup the list of vaccines. Click on Setup, Lists. Click on Vaccinations. If it is required, check the box. If a vaccine is a required and the pet does not have a date or has an ...Cloud - Departure services
You are able to add departure services for Boarding and Daycare Departure services are Bath, Groom, Nails or Others. If you have more than one Others, you can setup that up as Other Services. Click here for details. On the appointment screen, scroll ...Cloud - Other Services
You are able to add as many Other Services as you would like and add them to appointments. You can track commissions and set their own Category so you can separate these services on the Sales report to get the total revenue per service. Click on ...Cloud - Feeding, Medications, Exercises
You can add feedings, medications and exercises to appointments. You can also print reports for each service. These steps will be for feedings. You will follow the same steps for medications and exercises. Feedings, Medications and Exercises must be ...Cloud - Runs in other modules
You are able to book pets into runs for Boarding, Daycare, and Grooming. Click on Setup, Lists. Click on the run, choose the modules you want to use this run for and hit Save. For daycare appointments, click View Run to choose a run. Occupied runs ...Cloud - Setting up and using runs
Click on Setup, Lists. Click on Run Sizes. You must first set up the different run sizes. Kennel Connection comes with sizes Small, Medium, and Large. You can keep those sizes or rename them. If you are adding new sizes, click on Add New Item to ...Cloud - Setting up your options for Boarding, Grooming, Daycare and Special Services
This document will explain the features of the Boarding, Grooming, Daycare, and Special Services modules and how you setup your options. Boarding Runs - You can assign runs, rooms, kennels, or cage to each boarding appointment. Kennel Connection will ...Cloud - Marking days as closed, holiday, vacation, or peak season
You can mark days as closed, holiday, vacation, other or Peak Season. You can setup extra charges based on holiday or peak season. Click on this link for details. Under each module, click on Calendar. On the month view, click in this red rectangle ...Cloud - Add Belongings
You can add Belongings to appointments in several places. There is an icon on the dashboard and schedules if the pet has belongings. On the dashboard, click on the '...' and click Belongings. On the individual schedules, click on the '...' and hit ...Cloud - SMS Setup & Usage
If you're reading this guide, odds are you have signed up for the two-way SMS/MMS (Text/Picture message) system. Let's get started! Part 1. Setup & Configuration As you're already aware, there are two pieces of this system. One on the KC side and one ...Cloud - Custom icons
You can create custom icons and add to the pet card. These will display on the pet card, appointment screen, client explorer and dashboard/schedules. You can also add messaging that will show when the pet is checked in and out. Some examples would be ...
Recent Articles
Cloud - Run Cards vs Kennel Cards
You have two different types of cards to run for boarding pets. The Kennel Card gives the options for three different sizes (8.5x11, 4x6 and 3x5). Depending on the size you choose, it will display warnings, notes, vaccine dates, feedings, meds, ...Live Access - Run Cards vs Kennel Cards
You have two different types of cards to run for boarding pets. The Kennel Card gives the options for three different sizes (8.5x11, 4x6 and 3x5). Depending on the size you choose, it will display warnings, notes, vaccine dates, feedings, meds, ...Processing a Transaction in Kennel Connection with Cardpointe Integrated System:
Processing a Transaction in Kennel Connection with Cardpointe Integrated System: If you've never used integrated Credit Card processing before in Kennel Connection, you'll be used to seeing the options to choose a type of Credit Card but not actually ...Voiding a transaction in Kennel Connection when processing with Cardpointe Integrated System:
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. ...
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. ...
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.