ON DESKTOP:

 
Navigate to Admin > Settings > Email Settings > Custom Email > SMTP Credentials
STEP 1​​

  • Complete the SMTP credentials with your email account details (as in the example below)

  • Click "Test & Update".

If I receive a message “Connection Failed” what do I do?

Read our troubleshooting suggestions below...

settingsv6-email-smtp-setup-failed1.jpg

ON MOBILE:

STEP 1​​

  • Tap the Navigator, and select Admin > Settings > Email Settings > Custom Email > SMTP Credentials

STEP 2

  • Complete the SMTP credentials with your email account details (as in the example below)

  • Tap on "Test & Update".

If I receive a message “Connection Failed” what do I do?

Read our troubleshooting suggestions below...

SMTP Connection Failure Troubleshooting

 

If you are trying to connect your business or personal email to Pet Sitter Plus for the first time and you receive an error message "Connection Failed", here are some troubleshooting guidelines;

 

1. Gmail / Google or Hotmail -

If you have a Gmail account, please follow the steps set out on this page

If you have a Hotmail account, please follow the steps set out on this page

 

2. Read the failure message - often the failure message is quite explicit and will give you a clue as to what has caused the problem. For example, the message above indicates that there may be a security issue on the account.

 

3. Double check all the SMTP credentials on the screen are correct, taking particular care that your password is correct. The password is case-sensitive. If you make any changes, click/tap "Test & Update" to re-test the connection. Note: the password is for your email account and NOT your Pet Sitter Plus password (unless you use the same one for both).

 

4. Passwords. Often we will try to help a client to connect via SMTP and nothing seems to work. When this happens, one of the last things we do is to advise the client to change their email password and re-enter the new one. This often solves the problem and highlights that the client thought they knew their email password but probably did not. If you are failing to connect to SMTP, try changing your email password so that you can be 100% sure you are using the right password.

Sometimes people update their email password and simply forget that they need to go back to Pet Sitter Plus and re-input their new password to keep SMTP working.

 

5. The most common port/security settings are 465/SSL and 587/STARTTLS, so you could try using these settings if the connection is failing with the ones you are using. Ask your email provider if they support email settings other than the ones you are using and try those.

 

6. If your email account is new - make sure it is verified. Some email accounts will not allow the use of SMTP if they are not yet verified. Make sure your email account is verified.

 

7. Contact Support - If you are still having difficulty getting a successful result, then please contact Pet Sitter Plus Support

 

ABOUT US



Pet Software Ltd provides a market leading scheduling and billing solution for Pet Sitters, Dog Walkers, Dog Day Care Centres and Kennels. Pet Sitter Plus helps pet sitters to spend more time with pets and less time on administration.



© 2020 all rights reserved

CONTACT US



sales@petsitterplus.com

 

Toll Free  

USA & Canada      888-629-0871

 

Calling from

Within the UK         0845 834 0254

 

Outside the UK      +44 845 834 0254

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