There are a few ways to contact Kennel Connection Support.
Phone Support: 888-486-4343 option 2. If you have urgent issues that need attention that same day, please use phone support. We have a live person answering phones so if you get voicemail, it's crucial to leave a message with your company name, name and contact number. Someone will return your call if a voice message is left.
Email Support: Support@softwareconnectionllc.com. Simply compose an email from whichever email client you use and send it to us. Please be sure to include any important information such as topic of issue or question, issue description and any steps to duplicate if applicable. This will auto-create a ticket in our system, and someone will respond back to you via email. Please note turnaround time for email tickets including replies during business days Mon-Fri could be up to 24 business hours so if it's urgent, please use phone support and be sure to leave a voice message if prompted.
Email Forms: From
kennelconnection.com, on the bottom right there is a help icon and inside there, there is a contact support option. Same turn around time applies for all email/form submissions.
From Live Access (if using this service) there is a help icon on bottom left with a contact support option just like the kennelconnection.com website. All above methods will create a ticket in our system.
Please note that all above methods are for during business hours only Monday - Friday 8am EST to 7pm EST.
Credit Card Processing:
Regarding Credit Card processing, please call 888-486-4343 and press option 3 for payment support during normal business hours. Outside of regular business hours and on Holidays, payment support is available for emergencies only. A payment emergency is if you cannot process a payment at all. Please see the "After-Hours Support" section below.
After-Hours Support:
If you experience a critical issue outside of normal business hours—such as being unable to open Kennel Connection Desktop from any computer, your online reservation system being down, or KC-Cloud, Hello-Groom, or PawLoyalty becoming inaccessible or displaying errors that impact day-to-day operations—you may request emergency support using our After-Hours Emergency Support Form.
This form is also available to our credit card processing clients who are unable to process payments during off-hours.
Please note:
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The form is monitored only outside of normal business hours (Monday–Friday, 8:00 AM – 7:00 PM EST).
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Submissions will immediately notify our on-call technician via email.
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You will receive a response within one hour, either with instructions to resolve the issue or an estimated time for a follow-up phone call and remote session.
Important: After submitting the form, please check your inbox (including spam or junk folders) for a reply.
Reporting issues that may require advanced support/testing:
If you ever report an issue that cannot be resolved right away over phone, email or chat, it may require testing and duplication here on our side. If a bug is found, the turn-around time is increased and could be unknown as it will need to go to development for repair and then back for testing before we can release a hotfix or update. If it is an urgent bug that is causing major problems with your software, rest assured it will be looked at immediately, fixed, tested and a fix sent back to you ASAP.
**Utilizing improper contact methods to reach support or to get a question or issues resolved may result in extended wait times. Please use the above methods for any questions, training, troubleshooting or other support related items you may need. Please contact your Client Success Specialist if you have account related questions.
Help Center