Customer Portal Agreement Password Error

We've now resolved the incident. Thanks for your patience.

We have received reports that some pet owners may experience an error that their password is incorrect when attempting to sign agreements that are required only for certain reservation types. The following solutions will serve to bypass this error.

If you wish to keep your agreement settings the same, customers are able to sign agreements in the following ways:

1. From the customer portal navigate to the Account tab > Waivers & Agreements and sign there
2. If agreements are present on the Owner form, then customers can navigate Account tab > Manage Profiles > Edit Profile and sign there.
3. The facility can send the agreement via SMS. For more information see our article on Collect Signature via SMS (How-To)
4. The facility can push the agreement to a tablet for a customer to sign in-person. For more information see our help article on Collect Signature via Tablet (How-To)

Alternatively, you may adjust your settings to bypass this password prompt entirely.

1. Navigate to Admin > Owner Form to add the Legal Agreements field to the owner form. Make this field required for Customers. Do not make it required for specific reservation types.
2. Navigate to Admin > Reservation and Appointment Requests to toggle on Require valid profile for self made reservations.
3. Navigate to Admin > Agreement Templates to edit the agreement(s) so it is not required for specific reservation types. The Status should be left On which means the agreement will be required for all reservation types. This recording shows how to configure this.

If you need any assistance please contact our Support Team. Thank you for your patience while this is resolved.