Frequently asked questions

This page covers the questions that come up again and again. If you do not see what you are looking for, try the search bar or open a support ticket.

Account and billing

How do I change my subscription plan? Go to Organization > Billing > Subscription Tier. You can upgrade or downgrade from there. Changes to a higher tier take effect immediately. Downgrades take effect at the end of your current billing cycle.

How do I update the credit card on file? Go to Organization > Billing > Payment Info. You can add a new card and set it as the default. The old card will stay on file until you delete it.

Why was my invoice higher than usual this month? Check your SMS usage. If you sent a lot of text messages through campaigns or reminders, those are billed per message and can add up. You can see the breakdown on the billing history page.

Bookings and reservations

A customer wants to cancel. What do I do? Open the reservation and click Cancel. The system will check your deposit policy and either refund the deposit, keep it, or apply it as store credit based on the rules you set up.

Can I move a reservation to a different room? Yes. Open the reservation, click Edit on the listed service under the Services tab, and pick a new run. If the new run is already taken, Petsoft will warn you before it lets you save.

What happens if I overbook? Petsoft tries to stop you before it happens. If you somehow end up with more pets than runs, the Kennel Run Overview will show a negative number in red. You will need to either move a pet or contact the owner to reschedule.

A customer did not show up. Now what? If you take no action, it will be displayed in the Cancelled and No-Show Reservations Report. Alternatively, you can immediately cancel the reservation.

Payments and checkout

The credit card terminal is not responding. What should I check? First, make sure the terminal is powered on and connected to the network. Verify that the Commerce Web Services service is running. Work through Card Terminal Troubleshooting — it covers the checks in order — and review the Installation Guide if the software is missing. Payment device setup and status are managed by Petsoft support, not from your facility account, so if power-cycling the terminal does not fix it, open a support ticket with the device name and facility so they can check its status.

Can I refund part of a payment? Yes. Go to the invoice, press Refund Invoice and select each individual line item you want to refund.

Why does the tax look wrong? Petsoft uses Zip2Tax to calculate sales tax based on your business address and the customer address. If the tax looks off, double-check that your business address is correct in Organization > Settings.

Parent portal and customers

My customers say they cannot log in. How do I help? Ask them to use the "Forgot Password" link on the portal login page. If they do not get the email, have them check their spam folder. If that still does not work, you can send them a password reset link from their customer profile.

How do I block a customer from booking online? Open the customer profile, go to the Overview tab, and change their status to Banned. They will still be able to call you, but they will not be able to make portal requests.

Can customers see my full schedule? No. They can only see whether a date is available for booking. They cannot see other customers, pets, or staff schedules.

Data and reports

How far back can I run reports? As far back as your data goes. There is no hard limit, but very large date ranges might take a few seconds to generate.

Can I export my data? Most reports can be exported to PDF or CSV. If you need a full data export for migration or backup purposes, contact support. They can provide a structured export of your customer and reservation data.

I think my numbers are wrong. What should I check? Start with unposted invoices. If a stay checked out but the invoice was never posted, the revenue report will not include it. Also check for refunds that might have been issued after the report date range.

Quick reference matrix

Category	Common question	First thing to check
Account & billing	Invoice higher than usual	SMS usage breakdown
Account & billing	Card payment failed	Billing > Payment Info
Bookings	Cannot move reservation	Run availability for target dates
Bookings	Overbooking warning	Kennel Run Overview negative numbers
Payments	Terminal not responding	Power-cycle terminal; contact support
Payments	Tax looks wrong	Organization > Settings address
Portal	Customer cannot log in	Spam folder / password reset
Portal	Customer cannot book	Vaccination expiration status
Reports	Numbers look wrong	Unposted invoices & refunds
Reports	Export is missing data	Department type mappings

FAQ by urgency

Urgency level	Issue	Response time
🔴 Critical	Cannot check out customers / System down	Immediate — call support
🟠 High	Payment terminal not responding / Overbooking	Same day — support ticket
🟡 Medium	Report discrepancies / Portal login issues	1–2 business days
🟢 Low	Feature questions / Best practices	Browse docs or submit feedback