My client can’t log into the PetPage app or online portal. How can I help them?
For a client to use the app or online portal, they must be signed up. To verify if they are signed up, follow these steps:
Log in to connect.allydvm.com
Click the client tab and search for the client by name or client id.
Click the magnifying glass to visit the client details.
In the summary section, look for “Digital Health Records Registration.”
An “active” status means the client is registered.
An “unregistered” status means the client needs to sign-up.
An “email confirmation sent” status means the client still needs to confirm their email.
If the client is “active” and still can’t log in, you can use the following steps to troubleshoot.
Verify that the client is using the correct email to sign in. AllyDVM is using the email on file in your practice management system.
If the client attempts to log into the online portal, ensure they use the correct link. The sign-in link can be found after logging into AllyConnect -> Practice Profile -> Your Links -> Pet Records Sign-in.
How can I resend the confirmation email to a client?
Go to the practice profile from the gearwheel in the upper right-hand corner of your screen.
From your practice profile, scroll down to the links section and open the pet records sign-in page in an incognito window.
Click on “Didn’t receive confirmation instructions.” This will bring you to the “Resend Confirmation Instructions” page.
Verify that the client is using the correct email to sign in. AllyDVM is using the email on file in your practice management system.
Enter the client’s email address and click the “Resend Confirmation Instructions” button.
My client is signed up and isn’t receiving the forgot my password or unlock instructions. What steps can I take to help them?
Verify that the client is signed up. For instructions on how to verify this, please see above.
Check the client’s email verification status in AllyConnect by following these steps.
Log in to connect.allydvm.com
Click the client tab and search for the client by name or client id.
Click the magnifying glass to visit the client details.
In the contact information section, look for “Email Verification.”
If the verification is bad, invalid, bounced, or spam, the client can’t receive emails from us without further action.
If the verification is invalid or bad, we recommend checking it for an entry mistake and updating it in your practice management system if necessary.
If the email you have is correct, please verify the email with the client by sending the client an email from your regular email platform, have the customer respond, and forward it to support@allydvm.com.
Have the client check their spam or junk folder in their email.