Learn how to edit customer and pet information, manage photos, track health records, and maintain accurate customer data.

💡 Tip: Changes to owner information automatically apply to all pets belonging to that owner.

Once a birthday is saved, the pet profile shows a date-of-birth badge next to the pet's name (on the Pet Summary Card and family pet list). The badge face is the age in years, months and weeks. Tap it to see the full breakdown in years, months, weeks and days, plus the date of birth. You do not need to open Edit to read the age.

Quick Notes appear prominently in the pet's profile and are visible to all team members.

How to Add Notes:

Best Uses for Quick Notes:

Photo Guidelines:

💡 Tip: Good photos make it easier for team members to identify pets, especially families with multiple pets of the same breed.

Petboost tracks weight history and prompts for updates:

Best Practice: Update weight at each visit for accurate health tracking.

Adding Vaccination Records:

Quick Access:

Status badge on the summary card:

If your business requires certificate approval, a certificate the owner uploaded shows Awaiting review until you decide.

To approve from Edit Vaccinations:

To reject from Edit Vaccinations:

If Review vaccination certificate is shown on the Vaccination Certificates card, click it. In Review vaccination certificate, fill Vaccine / label and Administered date, then click Approve vaccination. To reject, click Reject, enter Reason for rejection, then click Reject & notify owner.

Approved and Rejected show on the certificate. When you reject, Petboost emails and texts the pet owner so they can re-upload. See Vaccination certificate rejected.

Add health-related attributes in the Petprint tab:

Attribute Categories:

To Manage Attributes:

Document detailed grooming instructions to ensure consistency across services.

Setting Up Preferences:

Head and Face:

Body and Tail:

Feet and Legs:

💡 Tip: Reference photos eliminate miscommunication and ensure consistent results.

Under Grooming Preferences on the same Preferences view:

In the Petprint tab, track pet insurance details:

Insurance Fields:

To Add Insurance:

Quick Copy: Click the copy icon next to the policy number to copy it to your clipboard.

Track microchip numbers in the Identification section of the Petprint tab:

💡 Tip: Microchip numbers are essential for lost pet recovery and boarding facilities.

The Family Pets section (in the left sidebar) shows all pets belonging to the current owner:

To View a Sibling Pet:

From Existing Pet Profile:

Best Practice: Always check the Family Pets section before creating a new customer to avoid duplicates.

The Recurring Series view (on the Appointments tab) provides a dedicated timeline view of every recurring series set up for a pet. This is your single source of truth for understanding how recurring appointments interact and for resolving issues such as cancelled appointments reappearing.

What You Can Do:

When to Use This Tab:

For the full guide, see Recurring Series Timeline.

View and manage all appointments from the Appointments tab:

What You Can Do:

Appointment Information Displayed:

Packages sit on the Packages sub-tab of the customer's Wallet tab. Track service package purchases and credits:

Package Details:

Actions:

Store and access signed agreements and contracts:

Document Types:

Managing Documents:

The customer's payment method appears in both:

Card Information Displayed:

To Update Payment Methods:

Status Indicators:

Every pet profile includes quick communication buttons:

Call Button:

Text Button:

💡 Tip: These buttons use the primary phone number stored in the customer record.

Keep Information Current:

Use All Available Fields:

Photo Management:

Communication:

Control which customers can book appointments online through per-customer booking settings.

To block a customer from online booking:

What happens when blocked:

Visual indicator:

When a customer is blocked, you'll see an amber warning banner in their profile:

To restore online booking access:

When to block customers:

Best practice: Blocking prevents new online bookings but preserves customer relationships. Customers can still access their photos and history, maintaining goodwill while you control future bookings.

Cancel upcoming Pending or Confirmed bookings for one pet or one owner. The list shows the next 12 months. Tick the rows you want, or use Select all and the weekday buttons, then select Review cancellation and Cancel selected bookings. In-progress, completed, paid, and class bookings stay.

This cannot be undone. Cancellation fees are not charged. Package credits on these bookings are kept. You choose whether the customer is notified. If your plan cannot send booking messages, the booking is cancelled silently.

Manage Pet lists bookings that include that pet. Cancelling a shared booking cancels every pet on it. Manage Owner lists upcoming bookings for every pet on that owner account.

If the owner has two or more upcoming bookings, open the appointment card menu on Pets, Workflow, Roster, Photos, or Attention Required, then select Cancel Future Appointments. That list is for every pet on the owner account. Tick the rows you want, or use Select all and the weekday buttons, choose whether to notify the customer, then select Review cancellation and Cancel selected bookings.

To cancel one booking only, select Cancel Appointment instead.

Recurring series end from the next booking, including visits not yet on the calendar, even after the 12-month list. A one-off booking more than 12 months away is not listed. To stop one series without touching the owner's other bookings, open that appointment and choose End series (all future). See How do I cancel recurring appointments in bulk?.

Class and course sessions are not cancelled here. Cancel those from the course enrolment.

Petboost provides tools to manage inactive customers, pets, and accounts while maintaining your records.

Hides the pet from active lists while keeping all history:

What happens:

Unarchive a pet:

Hides the customer and all their pets:

What happens:

Unarchive an account:

Permanently removes data from the system:

⚠️ Warning: Hard delete cannot be undone. Use Archive for typical inactive customers.

Requirements:

What is removed:

What is retained:

For GDPR data deletion requests:

📋 Best Practice: For inactive customers who may return, use Archive. Reserve Hard Delete for legal data removal requests.

If a customer didn't receive their Pet Owner App activation:

This is for a pet owner's Pet Owner App login. To change a staff or owner password for business.petboost.com, use Send Password Reset on the team member profile. See Change your account password.

Help a customer regain access to their Pet Owner App, or finish signup:

When a customer started an online booking but didn't finish, their profile shows an Action Required tab (also listed under Mission Control → Attention Required → Incomplete Sign-ups).

There is no separate "resend registration email" button for abandoned bookings. For incomplete Pet Owner App activation, use Resend Activation SMS or Send Quick Login SMS under Manage Owner instead.

You can delete an abandoned booking. Draft pets do not block this.

If the person never finished sign-up (a new incomplete sign-up on the ribbon):

Petboost removes the draft owner account, its pets, and the abandoned booking data. You can also select those cards in Mission Control under Attention Required, then click Delete.

If the card is still on the ribbon after delete, refresh the page. Do not tap Delete again. The first delete already succeeded.

If the person is already a customer and left a new booking unfinished:

You can also open their pet profile, open the Action Required tab, and click Dismiss on the Abandoned Booking card.

That clears the unfinished booking and keeps the customer. Do not use Manage Owner > Archive or Delete Account for this. Appointment history on an existing customer blocks permanent account delete. That is a different action from deleting a new incomplete sign-up.

To watch what a customer did before they abandoned a booking, turn on Booking X-Ray Booster and open the recording from their Abandoned Booking card.

The add-on needs a Pro, Flex or Max plan. It is not available on a trial or on Calendar Lite. Owners and admins activate it from Billing, then Plan & Power-Ups, or from the Abandoned Booking card itself.

The recording plays in a dialog. X-Ray this booking appears only when a recording was captured for that booking.

If Booking X-Ray Booster is off, X-Ray this booking opens the Booking X-Ray Booster page with the price and Activate X-Ray Booster. After you activate, select Watch this booking to play that booking's recording. It can take a few seconds to switch on.

You can also open a recording from the Health Board: select an abandoned-booking card, then X-Ray this booking. In Mission Control, abandoned bookings with a recording show X-Ray ready.

Each Watch recording opening uses one of 15 included views per billing cycle. A multi-location organisation shares the 15 views across all of its locations. Unused included views do not roll over. After 15, each extra view is $1.50 on your next invoice. The dialog asks you to confirm before an extra view plays. Rewatching a recording in the dialog you already opened does not use another view. The count resets with your billing cycle.

Recordings are kept for 90 days from the date the booking was abandoned. After that the button shows Recording expired.

Recordings cover your own booking page and your own customers only. What the customer typed into the form is visible, so you can see the field they got stuck on. Card details are entered in a separate secure payment frame and are never recorded.

New customers tick a box agreeing to Petboost's Terms of Service and Privacy Policy before their booking is saved. The Privacy Policy tells them that a business they start a booking with can see what they were trying to book and how they used the booking page.

Have questions about managing customer and pet profiles? See these commonly asked questions:

Need help? Contact support or click the "Get Help" button in your dashboard to chat with our team.