Sign-In, Activation, And Reset Troubleshooting

When To Use This#

Use this article when you cannot get into the customer portal and need to decide whether to sign in, set up your portal from a setup link, or reset a password.

If you followed a link to a specific page in the portal before signing in, the portal remembers where you were headed. After you sign in, finish setup, or reset your password, it returns you to that page instead of the general home page. Switching between the sign-in, setup, and reset pages keeps that destination, so you land in the right place once you are in.

Before You Start#

• Confirm you are using the portal link for your business.
• Confirm whether you already set up your portal.
• Use the email address the business has on file for your household.
• Do not send passwords, reset links, setup links, or security codes in support messages.

Choose The Right Path#

If you already set up your portal, try signing in. If you received a setup link or setup code and have not used it yet, set up your portal before signing in. If you set up your portal before but forgot the password, request a password reset.

Setting up your portal creates the first password for your household account. This is the best first step if your dog-care business recently moved to Hello Sniff and your family was migrated — your household and dog records may already be waiting. Password reset changes the password when your portal is already set up and you forgot your password, or when your setup link expired. Sign-in opens the portal after your account is ready.

Business Link Problems#

If the page says Business Link Needed, reopen the exact customer portal link from your business — or enter your business slug on that page — before resetting your password. That message usually means the portal link does not identify the right business.

If the page says portal configuration is incomplete, contact your business because the portal setup needs attention.

Setup Link Problems#

The setup page asks for your setup code. If you opened the setup link from your email, the code is filled in for you; otherwise you can paste the code from your setup email. If the setup link or code is expired, invalid, or already used, ask the business to send a new setup link. Do not forward an old setup link as proof unless the business specifically asks for it through an approved support process.

Password Reset Problems#

If the reset link is expired or already used, request a new reset email and use the newest message. If the reset email does not arrive, check the email address and your spam, junk, or promotions folders.

When To Contact The Business#

Contact your business when the visible message says the portal needs setup, the setup link is no longer valid, the email address does not match your setup link, or the account state is unclear.

Troubleshooting#

• Sign-in issue: retry the email and password, then reset the password if needed.
• Setup link invalid: ask the business to send a new setup link.
• Reset link expired: request a new reset email.
• Business Link Needed: use your business's portal link (or enter your business slug) rather than a generic link.
• Portal configuration is incomplete: contact the business because the portal may need setup.
• Account deleted: this confirmation appears after you intentionally deleted your portal sign-in; to regain access, ask your business to re-invite you.