The call that comes in most often is a number that already exists, with nothing in search to match it. The wife's deposit on her husband's account, the separated owners who both need to book, and the dog that changes house are the same fact from other angles: a phone number belongs to one customer, and the customer holding it may be archived.

Add on a phone number, and read the warning

A first name, a surname and a phone number create the owner. The pet needs a name, a breed and a gender. Email is optional, and everything else can wait.

1. Open Customers & Pets and select New.
2. Enter the owner's First name, Surname and Phone.
3. If Existing customer appears under the number, select Open profile and add the pet there instead.
4. Enter the Pet Name, Breed and Gender.
5. Answer Notify customer?, then select Create & Send Activation SMS or Create Silently.

Petboost searches that number while you type, archived records included, so the profile holding it surfaces before you save anything. The number above is already taken, which is why the warning is sitting there; clear the field and it goes. Notify customer? has no default, and the create button says which of the two things it is about to do.

One household, two numbers

A partner who cannot log in does not need their own profile. They need Second pet parent phone on this one.

1. Open Customers & Pets and select Manage on one of the household's pets.
2. Select Manage Owner, then Edit Owner Details.
3. Enter the partner's mobile under Second pet parent phone, and who it belongs to under How to label this number.
4. Select Save Owner Details.

They sign in with their own number and see the same pets, the same history, the same card and the same package credits. That is what stops a deposit landing on one person and the booking on the other. How to label this number is what appears beside it under Contact Details on the Pet & Owner Details tab, so Partner or Dad reads at a glance.

Someone else collecting the dog, such as a grandparent or a neighbour, goes on the same profile rather than a profile of their own.

1. Open the customer's pet from Customers & Pets and choose the Pet & Owner Details tab.
2. On Who may collect, select the pencil, or Add a person.
3. Enter each person's Name, and their Phone and Relationship if you have them.
4. Select Save.

Your team sees the list on Confirm Check-out, under Who may collect, besides the customer. Nothing is sent to the people on it.

The dog that cannot share a room

Which pets get on, and which must never share a room or a groomer, is recorded on the pet rather than in somebody's head. Every link works both ways, and the owners never see any of it.

1. Open Customers & Pets, select Manage on the pet, then the Settings & Overrides tab.
2. In Friends & foes, search for the other pet under Friends or Foes and select it. The link saves straight away.
3. For a foe, choose Keep apart or Label only, and add a Note for staff if the reason matters.

Keep apart blocks whoever is booked second into the same room or with the same team member at an overlapping time, and your team can still book anyway; Label only warns in amber and blocks nothing. A friend never blocks: when one is booked the same day, the booking form offers Put together. The walkthrough for a pair that has already been in a scuffle is Keep two dogs apart.

To see who you have stopped from booking online, open Filter on Customers & Pets and choose Blocked or Not blocked under Online Booking. All takes the filter off.

Manage Pet, Manage Owner, and the one thing neither does

Everything that hides, removes or re-invites somebody sits behind these two buttons on the pet's profile. The split is the part worth knowing: Manage Owner acts on the household and every pet under it, Manage Pet acts on one dog.

Cancel Future Appointments is in both menus: Manage Pet for one dog, Manage Owner for every pet on the account. Tick the bookings, or use Select all and the weekday buttons, choose whether to notify the customer, then select Review cancellation and Cancel selected bookings. No cancellation fees are charged, package credits on those bookings are kept, and it cannot be undone.

Cancelled bookings are hidden on the profile's Appointments tab by default. To see them, open Filter By (Filter on a phone) and, under Visibility, set Cancelled to Show, or Only for nothing else.

Download invoices, under Payment & Card Activity on the pet's Wallet tab, joins the paid receipts you tick into one PDF for an accountant or an insurer.

Permanently deleting an account frees its number only when you created that profile and the owner never signed up in the app. Everything else keeps the number, which is why one can still be taken by a profile that is not in your active list.