Using the Customer Portal (Customer Portal 2.0)

Donny K.
Donny K.

Overview: What are we talking about?

Below is a guide to the customer portal which outlines how to log into the customer portal, reset portal passwords, book reservations, upload vaccination records, and purchase packages. Every portal is customized to each facility so your portal might look a little different than the screenshots below. That's okay! The steps should still be the same. 

This article includes:

Related Articles:


How to: Access and Navigate the Customer Portal from a Web Browser

Video Tutorial:


Logging In:

Navigate to the customer portal page for your facility:
You will replace "businessname" with the subdomain of the facility you are wanting to access. From here you have the option to log into your current Gingr account or create a new profile. 

If the business has created the profile on your behalf: You would choose the option to sign in with your email address or phone number. You will be prompted to create your own unique password for future logins. 

Signing Up:

If you do not yet have a customer profile with Gingr: You can create one from this page by choosing the "Sign Up" button
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This will bring you to the required forms to fill out for the owner and pet profiles as well as allow you to set your password. 

Contact Facility:

This button will allow you to see the facility's contact information as well as fill out a form that will be submitted to the facility directly, this form is customizable so the fields may differ between facilities.Zc46uAGC7A.gif


How to: Access and Navigate the Customer Portal Using the Gingr for Pet Parents Mobile App

Video Tutorial:


Logging In:

Clients can download the free mobile app by searching for "Gingr for Pet Parents" in the Apple App Store or Google Play Store. In order to access the customer portal for your facility using the app, you will need to obtain a unique invite code from the business. If you are unsure of the invite code for your facility, please contact them directly to request this information.

Once you have downloaded the Gingr for Pet Parents app from the Apple App or Google Play store, you will need to enter the invite code provided by your facility and then tap Continue. If you are a client with access to the customer portal at more than one pet-care facility, you will have the ability to use the mobile app for each one as long as you have the unique invite code from each business.



After the invite code has been entered successfully, you will be immediately taken to the portal's login page where you can sign in using the email address or phone number that you have on file with the facility. If you do not already have a customer portal account, you can create one from this page by choosing the "Sign Up" button.

On subsequent uses of the app, you will tap on the name of your facility and then enter your login credentials. If you have provided an invite code for more than one facility, you will see each one listed and you can choose the applicable one as needed. 




How to: Reset your Customer Profile Password

 Step 1: Navigate to the customer portal for your facility, and click Forgot Password? Enter your email address and select Send Reset Link.

Step 2: Check your email inbox for the email containing the password reset link. From there, select the "set password" option. Once reset you can then log into the customer portal using your new password.

How to:  Book Reservations and Services

Step 1: Navigate to the customer portal for your facility. From the Home menu, select your pet(s) and then choose Start Booking.  

Step 2: Choose a booking type, date(s), and any service add-ons.

Step 3: Add any applicable notes, review an estimate if desired, and then click Submit.


How to: Upload Vaccination Records

Step 1: Log in to the customer portal for your facility. Navigate to the Account menu, or scroll down on the home page and select the paw print Account button. Next select the up-arrow cloud icon Upload Records.

Step 2: On the Upload Records page, you can choose one of three options. Drag & drop the PDF/image onto the up-arrow cloud icon, click/tap on the up-arrow cloud icon and manually select your computer file, or send an email to the designated email address.


Option to email:

Click on the blue email button and a new email will be opened in your default email program to allow you to send files to the facility.


How to:  
Purchase Packages, Retail, and Store Credit

*Note: You can only purchase packages if the facility allows package sales on the customer portal.


Step 1: Log in to the customer portal for your facility. Navigate to the Shop menu. 

Step 2: Select the corresponding icon to access the applicable section of the retail space. For instance, if wanting to purchase a package, choose the Shop Packages icon.

Step 3: Add the desired items to your cart. Once all items are selected, click on the Shopping Cart icon. 

Step 4: When ready to checkout, click the Payment button. Customers with cards on file can click on the card to checkout, or you can add a new card from this page and select "Use this Card" to save the card details. Click the Checkout button to finalize the transaction. 



How to: Navigate the Notifications Center 

The Notification Center tells you important information at a quick glance from your Customer Portal 2.0 home screen. Information here can include things such as if you or your pet's profile is missing information, missing vaccines, and uncompleted Gingr PreCheck forms. The Notification Center will also give you quick access to Gingr PreCheck forms that were already filled out but may need to be modified prior to arrival. You can also select the "I'M HERE" button on the form upon arrival at a facility. 




You can click on notifications in the Notification Center and this will bring you to the associated page. Once all information is filled out that is associated with the notification, it will disappear from the Notification Center. Once your pet is checked into a facility, the Gingr PreCheck form notification will also disappear from the Notification Center. 



How to: Request Account Deletion

Requesting Account Deletion by Lead Form
Customers are able to initiate account deletions to be completed by the facility by logging into the portal and navigating to Account » Manage Profiles. They can click the "Delete My Account" button to confirm the request. The facility will receive an alert to proceed with deletion where possible. 

Please note that owner accounts that have ever had reservation or invoice history cannot be fully deleted and may need to be disabled instead. 

Here is a recording of this process:

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How to: Fill Out the Gingr PreCheck Form From the Portal

Step 1: Log in to Customer Portal 2.0. You can do this by clicking the link from the Gingr PreCheck email or SMS message sent by the facility, logging into the Pet Parent Mobile App, or by logging in through a browser. If you choose to log in to the portal via the Pet Parent Mobile App or through a browser, click on the Gingr PreCheck form notification from the Customer Portal Notification Center on the dashboard. If you clicked the link directly from the Gingr PreCheck email or SMS message sent from the facility, this will direct you straight to the associated Gingr PreCheck form.


Step 2: Click the "Start Gingr PreCheck" button.



Step 3: Fill out all required information. The Gingr PreCheck form is split into sections for owner information, the pet's information, and the booking information. All required fields will have a red asterisk by the title of the field.  When you fill out a section, there will be a "next section" button at the bottom of the screen.



Step 4: Once all of the Gingr PreCheck information is filled out, you will receive a green success message and the page will give you check-in instructions. When you arrive at the facility on your scheduled start date, click the "I'M HERE" button at the bottom of the last page of the Gingr PreCheck form. This will notify the facility of your arrival.



Helpful Hints:

What should I do if my pet parent receives the message "Some error happened. Please contact the facility for assistance." and cannot log in?

If a pet parent experiences this error, their owner account has been disabled for log in. To enable, visit their owner form and change the setting 'Allow online login' = yes

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  • Comment author
    Maddie Johnson

    Customers have been reaching out saying that the reset password link that is sent via email just sends them right back to the login page. Is there something we are missing?

  • Comment author
    Vasyl Slipenchuk

    I am Vasyl Slipenchuk. This is great information


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