From time to time your customers may have issues logging into the system. This article will show you how to assist them with their login issues.

  1. Ask for the email address they are using to login and check that this matches with their customer profile, - customers can have multiple email addresses and can sometimes get mixed up on which one is associated with their account.

    1. Only the primary email address on their account can be used to log in to the system.

  2. Open up their customer profile - and check the 'Online Activity', you will see activity alerts that correspond to events on the Online Booking Portal, if the customer has requested a password reset link and then is still getting an incorrect password warning like below, it is one of two things, either they are still entering in the incorrect password or 9 times out of 10, their browser or password manager is inserting an old password automatically.

    1. To fix this they will need to go into the password manager to delete any saved KennelBooker passwords.

3. You can send the customer a password reset email by going into their account and from the top of their profile.

4. If the customer has no online account setup - you can send them an email to register for the online system, when they get the email all they need to do is click on the link and then set a password for their account (they need to set the password twice).

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