Support

Last updated 21 September 2026.

Getting help

Email [email protected] from the address on your account. Include your facility name and, if something went wrong, what you clicked and what you expected — that usually saves a whole round trip.

[email protected] forwards to the operator's own inbox while Kennelflow is in the pilot: it receives, and replies come from a human looking at the message, not a ticket system.

Response times

We aim to answer within one business day. There is no phone line: a small team answering email properly beats a queue nobody staffs.

Things you can do without us

Get your data out: Import / export in the main menu — one JSON file with every table, plus a CSV per table. Always available, no charge.
Bring data in: the same screen takes a CSV; the template shows the exact columns.
A booking is refused: nine times in ten it is the vaccination rule — the pet's expiry date is missing, or is before the last day of the stay. Fix the date on the pet record and book again.
Status: /healthz answers {"ok":true} when the app and its database are both up.

Reporting something serious

For a suspected security issue or a data-protection request, write to the same address with "security" or "data request" in the subject and we will prioritise it.