Troubleshooting
Find solutions to common technical issues and get back to using PetNect smoothly.
Quick Fixes
Try these common solutions first before diving into specific issues:
🔄 Refresh the Page
Press Ctrl+F5 (PC) or Cmd+Shift+R (Mac) to hard refresh
🍪 Clear Browser Cache
Clear your browser's cache and cookies for PetNect
🌐 Try Different Browser
Test in Chrome, Firefox, Safari, or Edge
📱 Check Mobile App
If using web, try the mobile app or vice versa
Login & Account Access Issues
"Invalid email or password" error
Possible causes:
- • Typing error in email or password
- • Caps Lock is turned on
- • Using wrong email address
- • Password was changed recently
Solutions:
- • Double-check your email spelling
- • Try typing password in a text editor first
- • Use "Forgot Password" to reset
- • Check if you have multiple accounts
Not receiving password reset emails
- • Check spam/junk folder
- • Add support@petnect.com to contacts
- • Wait up to 10 minutes for delivery
- • Try requesting reset again
- • Check if email address is spelled correctly
- • Contact support if still not received
Account locked or suspended
If you see a message about your account being locked:
- • Too many failed login attempts (wait 30 minutes)
- • Suspicious activity detected (contact support)
- • Payment issues (resolve billing problems)
- • Policy violations (review terms of service)
Booking & Payment Issues
Booking request not being sent
Check these requirements:
- • Pet profile is complete
- • Service type is selected
- • Date and time are chosen
- • Professional is available during requested time
- • Your account is verified
Payment not processing
Common payment issues:
- • Card expired or invalid
- • Insufficient funds
- • Bank blocking transaction
- • Billing address mismatch
- • 3D Secure authentication required
Try:
- • Use a different payment method
- • Contact your bank to authorize
- • Check billing information accuracy
Performance & Loading Issues
Slow Loading
- • Check your internet connection
- • Close unnecessary browser tabs
- • Disable browser extensions temporarily
- • Clear browser cache and cookies
- • Try using an incognito window
Pages Not Loading
- • Refresh the page (Ctrl+F5 or Cmd+Shift+R)
- • Check if other websites work
- • Try a different browser
- • Restart your router/modem
- • Contact your ISP if internet issues persist
Mobile & App Issues
Mobile Web Issues
- • Website not responsive on mobile
- • Buttons too small to tap
- • Text not readable on small screen
- • Forms difficult to fill out
- • Images not loading properly
Try rotating your device or zooming in/out to improve usability.
General Mobile Tips
- • Close other apps to free memory
- • Restart your device
- • Update your browser
- • Clear browser data
- • Check available storage space
For the best experience, we recommend using Chrome or Safari on mobile.
Browser Compatibility
Recommended Browsers
Chrome
✓ Supported
Firefox
✓ Supported
Safari
✓ Supported
Edge
✓ Supported
Limited Support
Internet Explorer
✗ Not Supported
Old Browser Versions
⚠ Limited
Keep your browser updated for the best experience and security.
Still Having Issues?
If none of these solutions work, our support team is here to help you personally.