Get the right OpenDog help without repeating the whole story.

Use the support path that matches where you are.

Signed-in team members can open Help from the business workspace, follow direct workflow guides, submit a tracked request, and see the status of recent requests. If you cannot sign in, use password recovery from the login page. If you are evaluating OpenDog or have not created an account, start with the public setup and product pages before sharing business details.

• Signed in: open the Help Center from your workspace.
• Forgotten password: request a new recovery link from the login path.
• Considering OpenDog: review the product, pricing, setup, and import paths first.
• Do not create a second account to work around an access problem.

Start with the exact point that stopped the work.

A useful request says what you were trying to do, which page or workflow you used, what you expected, what happened instead, and whether the grooming day is blocked. The signed-in form accepts a category, a short description, an optional customer or invoice/appointment reference, an urgency choice, and a contact email.

• Choose the closest area: access, setup, website, schedule, customers and dogs, invoices and payments, maps and routes, email and receipts, SMS, or other.
• Include the last successful step and the exact message you saw.
• Use the optional reference for a customer name or your own invoice or appointment reference—not payment credentials.
• Choose urgency honestly so genuinely blocked work is easier to distinguish.

Protect credentials and payment details in every request.

Support does not need your password, password-reset link, staff invitation link, access token, complete card number, security code, or bank credentials. Those details should not be placed in a support request, client note, screenshot, email, text, or CSV file.

• Crop or cover unrelated client and dog information before sharing an image.
• Describe the card or payout state without copying payment credentials.
• Use account security to review and close unfamiliar sessions.
• If access may be compromised, change the password, protect the account email, and preserve useful dates and device context.

Bring setup questions before the first live day.

Support can help clarify business details, hours, service area, staff, services, booking rules, website state, route workflow, payment readiness, and the first launch sequence. The owner still reviews and approves operating decisions; support is not a substitute for the business’s policies, service judgment, or staff training.

• Use a sample business day before moving the live calendar.
• Test the owner, manager, staff, and groomer paths you plan to use.
• Review services, durations, prices, areas, policies, and staff access together.
• Keep the old workflow available until the new route and records have been checked.

Keep import help review-first and source-specific.

OpenDog supports CSV preview for specific record types inside an authenticated account. Support can help interpret a template, match, duplicate, invalid row, skipped row, or launch check, but it cannot promise that every old system or hidden database will transfer automatically. The source export and data quality determine what is possible.

• Start with the current OpenDog template and a small representative file.
• Import customers before matching dogs to their owners.
• Keep historical appointments separate from future bookings and financial activity.
• Verify several working records after the import—not only the preview totals.

Separate OpenDog questions from provider decisions.

OpenDog can explain the application workflow around invoices, payment status, receipts, routes, email, and supported setup. Stripe controls its account onboarding, card processing, payouts, disputes, and provider-specific decisions. Maps and email delivery also depend on their connected services. A support request should name both the OpenDog state and the provider state when another service is involved.

• For payments, include the invoice state and a safe OpenDog reference—never full card data.
• For maps, verify the complete address and postal code before reporting route behavior.
• For email, name the message type, intended recipient, and approximate time without forwarding secrets.
• SMS is Coming Soon and is not a live OpenDog messaging channel today.

Know what the request status means.

The signed-in Help Center shows recent requests for the active business. A request can be Open, In review, Waiting on you, or Resolved. The list shows when it was submitted and last updated. Those states help both sides keep the thread clear; they do not create a public service-level promise or guaranteed resolution time.

• Open means the request has been recorded.
• In review means the issue is being examined.
• Waiting on you means support needs information or a decision from the business.
• Resolved means the tracked request is closed; reopen the conversation with the exact remaining problem if the workflow is still blocked.

Keep access owner-approved and visible.

Submitting a request does not give support a hidden login-as path or reveal a user password. If future assistance requires workspace access, it must be approved by the business, limited in time, visible, audited, and read-only by default. The business remains responsible for deciding what may be reviewed and for removing access when the work is done.

• Ask what needs to be viewed and why before approving access.
• Use the least access and shortest time that fits the question.
• Do not share one staff member’s credentials with another person.
• Confirm the outcome in the working route, record, invoice, or website state before relying on it.

Workflow

Send the smallest complete support brief.