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#

• Confirm the user is trying to open the Hello Sniff business app, not the customer portal.
• Ask for the page title or visible error text, not passwords, invitation tokens, reset links, or activation links.
• Use fake or redacted business links in examples and screenshots.

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. Do not troubleshoot the user's password or role until the staff app opens the correct business sign-in page.

Check The Staff App Link#

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 Look for typos, missing business text, pasted spaces, or an outdated bookmark.

Ask an owner or admin for the current staff app link when the user is unsure. If the user has 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 only when the person is starting a new business workspace. Do not use it to join an existing business account.

Keep Recovery Information Safe#

Do not ask users to send passwords, full invitation links, reset links, activation links, or token-bearing URLs. If support needs a link to investigate, collect only the minimum redacted business link and the visible page text.

When taking screenshots, crop or mask the browser address area unless the link is fake and approved for support examples.

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

When To Escalate#

• If the staff member does not know the URL, ask the business owner or admin for the current staff app link.
• If the user is trying to create a new business, use the business signup article instead of this troubleshooting path.
• If the user is 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.