General Help
Live Access - 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 ...Live Access - 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 ...Live Access - 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 ...Live Access - Emailing invoices/receipts
You can quickly print or email multiple invoices and receipts to clients. You need to be in the invoice or receipt to do this step. Both have the same options in that you can send multiple invoices/receipts from either screen. If it already exists, ...Live Access - Estimates for boarding appointments
You are able to create your own custom Estimate template in Live Access. You can print or email the estimate. To set your template, click on Financial, Estimate Settings. Please note: Only the super admin ID or employees marked as Managers will have ...Live Access - 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. Please note: Default services will load ...Live Access - Run transfer
You are able to easily move pets through the run glance. You can move for their entire stay in one screen and can choose if you want to move all pets of the family to the same runs. Click on Boarding, Run Glance. Details will display if you hold your ...Live Access - Payment options: Split payments, partial payments, 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. ...Live Access - Creating invoices/taking payments
This document will show you how to invoice appointments, take payment, create a cash sale or retail invoice, and how to store a credit card on file. Invoicing appointments You can invoice appointments from several screens. On the dashboard or ...Live Access - Using deposits/credits
You are able to add credits to the client's account or add a deposit to the appointment screen and use that to pay an invoice. To add a credit, go to the client card and click on Financials. Click on Add a Credit. Enter the amount and hit Pay. Choose ...Live Access - Refunds/Returns and Voids
Voids Voids are done on credit card transactions that have not batched out yet. Say you ran a credit card today and either it was on the wrong client, or the client didn't want to use that card or for any reason you want to get rid of it, you will ...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 ...Employee column on Calendar
You can now view each employee's schedule on the calendar. Click on Grooming, Calendar. Click on Groomer (circled in red). Then it will show a column for each groom (circled in blue) with their list of appointments for the day.Blocked time for Grooming in Live Access
To set Blocked time, click on Grooming, Calendar. Right click on a day and hit Add Blocked Time. Choose the employee, date, times and add a reason if desired. The blocked time will display if you have the calendar sorted to that employee. If you make ...Marking days as closed, holiday, vacation, or peak season in Live Access
You can mark days as closed, holiday, vacation, other or Peak Season in Live Access. When you mark a day in Live Access, it will sync back to desktop Kennel Connection and vice versa. You can setup extra charges based on holiday or peak season. Click ...Inventory reports in Live Access
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.Add belongings in Live Access
You can add Belongings to appointments in Live Access in several places. This information syncs with desktop KC. You can open an appointment in Live Access, add belongings and Save. That information will show in desktop when you open the Belongings ...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 ...Google Analytics for the Online Reservation 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 ...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.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 ...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 enter an admin ID/password to use this feature. In this example we will move Cammie Aaron to Lisa ...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 ...Updating your Live Access Manually (Instructed by KC Tech only)
This article will show you how to update your Live Access files manually with a hotfix from Kennel Connection Support. WARNING: Only complete these steps if instructed to by a KC support agent. Doing this on your own without being instructed could ...Breeds and Employees display by color
You are able to assign colors to your employees and breeds. This will show on the schedule so you can see at a glance how many grooms employee Bob has, or how many Akitas you have scheduled. In the menu click on Grooming, Calendar. Click on the Gear ...Icons on Dashboard
The Dashboard in Live Access has a column that show different icons. You can hold your mouse over each one to see details without having to open the appointment. Here are what they mean. - This means there is a client note on the client card. Desktop ...Changing the sort order of the schedule in Live Access
You are able to decide the order columns show on the schedule in Live Access or even hide columns. On the left menu click on Boarding, Grooming, Daycare and Schedule. Click the Gear icon. If you don't want to see a column uncheck that box. Then use ...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 ...Viewing OLR appointment details quickly from Dashboard
If you're on your main Live Access dashboard and need to quickly review OLR details, you can click the globe icon to reveal the details for that appointment.Using the Approved Booking option
With the new Live Access comes the Client Portal where if you allow, your customers can signup and create online reservations using a simple wizard. In some cases, you may want these appointments to book automatically and go right to your schedules. ...Uploading pictures and documents to Live Access
Just like in Kennel Connection desktop you can add files/documents to client or pet cards. Supported file types are: .png, .jpg, .jpeg, .doc, .docx, .xls, .xlxs, .txt, .zip From inside Live Access open a client or pet card and click the documents or ...Sending an email from Live Access
**Note that this function requires you to have email setup and working in your KC Desktop software. If you don't or need info, click here: Configuring Kennel Connection to send emails If you're inside Live Access and would like to send a quick, ...Saving the Live Access/Client Portal website as a shortcut on your mobile device home screen
Saving the Live Access/Client Portal website as an Icon on your Mobile Device Home Screen Since this service is accessed through a web browser and not an app, you may want to save this website onto your mobile devices home screen for quick access. ...Live Access system requirements
Live Access/Client Portal System Requirements Host Computer Windows based PC or server running your Kennel Connection SQL database that does not go to sleep or get shut down. (1 reboot weekly to reduce general resource usage is still recommended ...Live Access Dashboard overview including tips & tricks
Live Access Dashboard Overview The Dashboard is your home screen and quick “go to” for an overview of the day. This screen has three tabs. Awaiting Arrival = pets that have not yet checked in Checked-In = pets that have checked in Checked-Out = ...Hiding the Help widget
If the Help widget in Live Access is interfering with your menu view, you can hide it. Click User Tools, User Settings, and check the "hide help widget" option. Click save.Firewall setting during Live Access setup
If during a Live Access setup or at anytime, a Windows or other software provider Firewall message comes up asking you to allow the KCAzureSerivceHost access, this should be allowed. Without this access your Live Access and Online Reservations will ...Adding new clients in Live Access
There are two ways to add new clients that have not visited your business before from the Live Access system. Either by clicking "Add" on the left hand menu and choosing "New Client" OR: Open your client explorer and click the plus sign (+) in the ...Adding Anti-virus exceptions for Live Access and auto update
After installing the Kennel Connection update 7.07, your KC7 folder will contain a few new application files. While most anti-virus programs do not interfere with these, there are some that will block new files accessing the Internet. We strongly ...Searching & using the Live Access Client Explorer
Searching & Using the Live Access Client Explorer Since web applications are different than desktop, Client Explorer had to change a bit in order to comply with web limitations. Searching in Live Access is quick and easy. In the “Client Search Box” ...Next page
Recent Articles
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. ...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 ...
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 ...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. Click on ...
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.