Upload And Track Documents

When To Use This#

Use this article when you need to upload, replace, review, or download household and dog documents in the customer portal.

Before You Start#

• Sign in to the customer portal.
• Have the file ready on your device.
• Use only current documents for your own household or dog.
• Confirm whether the request is for the household or for a specific dog.

Documents Page Overview#

The Documents page groups household documents and dog-specific documents so you can see what is already on file and what still needs attention.

Each document row may show a visible status such as On file, Pending review, Expiring soon, Expired, Missing, or Rejected. Use those statuses as a guide for what to open next.

Household And Dog Sections#

Review the household section for files that apply to the whole family. Review each dog section for records that apply to one dog, such as dog-specific forms or records.

When a readiness message mentions a dog, open that dog's document row before uploading so the file is attached to the right place.

Upload Or Replace A File#

Use Upload when the page asks for a missing, expired, or rejected item. Use Replace when an existing file needs to be updated with a newer copy.

Choose the file from your device, submit it, and watch for the success or error notice on the page. If you are uploading from a phone, confirm the selected file name before submitting.

Review Status#

Uploaded documents may need review by your business before the status changes. Pending review means the file was submitted but still needs business review. Rejected means the business did not accept that file and you should read the visible note before uploading a corrected version.

What Happens Next#

Document statuses help you see whether a file is current, waiting for review, expiring, expired, rejected, or still needed. This article does not decide whether a file meets your business's requirements.

Troubleshooting#

• If the Documents page is unavailable, refresh and try again; repeated failures may need help from your business.
• If upload fails, check the file type, file size, and your internet connection.
• If a document is rejected, read the visible note and upload a corrected file if needed.
• If a dog is blocked from booking, check whether a required document is missing or expired.
• If you need a copy of a document, use the download action when it is available.
• If a dog document upload fails, make sure you are uploading from the correct dog row.