Business Account Not Found

When To Use This#

Use this when a staff member sees a Business link needed message instead of the normal Hello Sniff staff sign-in page.

Before You Start#

• Make sure you are opening the Hello Sniff business app, not the customer portal.
• The page title or visible error text is what you need to troubleshoot. A password, invitation token, reset link, or activation link is not needed.

What The Page Means#

The Business link needed page appears when the staff app cannot identify which business workspace the visitor is trying to open.

This happens before normal sign-in, invitation activation, password reset, or staff access checks. Your password and role are not involved yet; the staff app checks those after it opens the correct business sign-in page.

Check The Staff App Link#

Confirm you opened the business-specific staff app link, not the customer portal. Look for typos, missing business text, pasted spaces, or an outdated bookmark.

If you know your business slug (for example, ppdt), you can recover the link yourself: on the Business link needed page, type the slug into the Business slug field and choose Continue to staff sign-in. Ask an owner or admin for the current staff app link when you do not know the slug. If you have a staff invitation email, use the link from that message instead of guessing the business link.

The page may include a create-business-account option. Use that when you are starting a new business workspace. Do not use it to join an existing business account.

Keep Recovery Information Safe#

Do not share your password, a full invitation link, a reset link, an activation link, or any link that contains a token with anyone, including support. If support asks for your link, send the business part of the address and the text you see on the page.

If you share a screenshot, crop or cover the browser address bar first.

Continue After The Link Resolves#

If the correct business link opens the sign-in page, continue with sign-in, activation, or password reset troubleshooting.

If you are trying to create a new business account, use the business signup guidance instead. If you are trying to access a pet parent account, use the customer portal troubleshooting article.

When To Escalate#

• If you do not know the URL, ask the business owner or admin for the current staff app link.
• If you are trying to create a new business, use the business signup article instead of this troubleshooting path.
• If you are trying to access a pet parent account, use the customer portal troubleshooting article.
• If the error appears after a recent business-name or URL change, confirm the current link with the owner before escalating.
• If a known-good business link still shows Business link needed, capture the redacted link and visible error text, then escalate to support.