Has your PetLinx Desktop version 6 or 5 Support & Updates subscription expired?

Getting Started Tutorials
Quick Answers
General Questions
What type of computer or device do I need to use PetLinx?

For our Cloud editions, we recommend the use of a Windows computer/tablet, Mac, or Android/iOS tablet - see the PetLinx Cloud section below for further information.

For our Desktop editions, we recommend a Windows computer running Windows 7 or later with a minimum of 4GB RAM, and a minimum screen resolution of 1024 x 768. PetLinx requires approximately 1GB of space on the hard drive. The Desktop Single edition can also be run on a Mac running Windows emulation software such as Parallels Desktop.

I am not very computer literate! Will I find PetLinx easy enough to use?

Feedback from our customers indicates that they find PetLinx to be the most user friendly software package on the market! You should have no trouble navigating your way around PetLinx. We have many video and PDF tutorials available, a comprehensive help system, and you can always email or phone us for prompt and friendly help if you're still stuck.

What sort of technical support do you provide for PetLinx?

Prompt and friendly :-). As long as your subscription is active and fully paid up, we offer unlimited support. If you come across an error whilst using PetLinx, first ensure you have the latest PetLinx update installed (Desktop editions only). If the problem still persists after installing the latest update, or you have a problem installing PetLinx, then you should contact us. You can do this by either using the Technical Support ribbon option in the PetLinx program, or by sending an email describing the problem to our technical support team. We will send back a response as soon as possible.

Email is our preferred method of communication, but you can also phone us of course, or if you have Skype you can call us for free from anywhere in the world - see our contact page for more information on how to get hold of us.

If you use one of our past versions (PetLinx Desktop version 6 or 5) and your Support and Updates subscription has expired, you will need to renew this first before we will be able to provide support. This can be bought using our Online Store. Please note we no longer provide support for PetLinx 4 or earlier, and those earlier versions are not compatible with the latest versions of Windows; customers still using earlier versions should look to upgrade to the latest version.

Please consult our Support and Updates Policy (a link is provided at the bottom of every page) for full terms and conditions.

I am having trouble downloading or installing the PetLinx trial, could you please help?

The trial is quite a large file so if you are getting disconnected when you attempt to download it, please try using a download tool such as Free Download Manager which allows you to resume downloads if you get disconnected. If you encounter error messages during the installation, uninstall PetLinx using Windows Control Panel, reboot your computer, then reinstall PetLinx. PetLinx may not be able to install correctly sometimes if your computer has a pending reboot due, and most of the time a reboot will resolve this.

Can I download and try out the Desktop trial on one computer then download and purchase it on a different computer?

Yes you can download the trial onto as many computers as you wish! However after purchasing you must only register and use PetLinx on as many computers as you have purchased licenses for.

How do I setup the SMS (text) service?

PetLinx enables you to send SMS for booking reminders and other messages. You will need to create a PetLinx Online Sending account to do this as follows:

  1. Go to the PetLinx Online Sending website at https://petlinx.online-send.com/ and click Create an Account. You'll need to enter a few details and create a user name and password, and your mobile phone will be sent a text to verify your account.
  2. After creating your account you'll be re-directed to the PetLinx Online Sending dashboard. You'll be provided with a small account of credit so you can test sending SMS within PetLinx, which you can see next to the "Balance" heading at the top right of the page. To add further credit, click Balance and add a credit card by clicking the link then Add new credit card. Click the Balance heading again and you can then choose the credit package you wish to purchase. When you are getting low on credits you will be sent an email to advise you.
  3. Click API Credentials at the top right of the PetLinx Online Sending dashboard, and make a note of the "API Key" (you can select and copy this text). Now go into PetLinx, and under the "SMS" section of the System Options - Email and SMS form, choose "PetLinx" as the provider, enter your user name and paste the API key into the relevant fields.
  4. USA/Canada users: we strongly recommend purchasing a dedicated number to improve message deliverability. Do this at the PetLinx Online Sending dashboard, choose Numbers - SMS from the menu, click Add Number, then select the number you want by clicking Buy. Enter the number purchased into PetLinx in the System Options - Email and SMS form (ensure you include the "+1" at the start).
  5. Once done, in System Options - Email and SMS click Send Test SMS and enter your mobile number and if everything has been setup correctly you will receive an SMS on your mobile phone.
Can PetLinx data be exported to Quickbooks or any similar accounting system?

Yes, PetLinx can export your customers, vendors, products, services, and invoices to Quickbooks Desktop (your version of Quickbooks will need to support importing IIF files). Please note Quickbooks Online does not currently support importing IIF files directly so a third party utility such as Axis Import must be used. If you would like an export created for an accounting system other than Quickbooks, please contact us.

If there is a feature I would like added to PetLinx what should I do?

PetLinx is a constantly evolving product, and we are always interested in hearing from our customers about suggested additions. All you need to do is contact us and we will consider your suggestion and this may be added to a future version. If the change you require is urgent you can pay us to have it developed, which will guarantee it will be included in the next PetLinx update. Again, contact us for more information and an idea of the cost.

Subscription Terms
Do I need to sign a contract to start using PetLinx?

No, we don't like contracts and I'm sure you don't either (who reads them anyway?). You're free to cancel your subscription at any time.

How do I cancel my subscription?

Please contact us by writing to sales@petlinx.com requesting the ending of your subscription. Please note we do not refund the time remaining if you request a cancellation part way through a month or year you have already paid for. You must also provide at least 48 hours notice of your request to close your account before a new payment is due to be billed, otherwise a further month/year (depending on your subscription type) will be debited.

What will happen if I miss a payment?

If we are unable to process a monthly or annual payment due to an issue with your credit card, a message alerting you to this will be displayed (if using PetLinx Cloud), and we will also get in touch by email with regards to this. If we are still unable to debit your payment after one week, Petlinx will not open and will remain locked until all outstanding payments have been successfully debited.

Will you increase my monthly/annual charge after I have signed up for the subscription?

When you order PetLinx we guarantee to keep your charge at the price you ordered for at least 12 months. After the 12 months are up your charge may increase or decrease in line with a change in our associated costs, however notice will be given before any changes are made.

PetLinx Desktop
How do I set up the Desktop Network edition of PetLinx?

On the "database server" computer you should choose Desktop Network - Database Server as the setup type when installing PetLinx. During installation, SQL Server Express (which is the program that hosts the database) will be automatically configured to allow the other computers to connect to it, and allow it through the computer's firewall.

On the "client" computers (the computers that will connect to the database server), you should choose Desktop Network - Client Computer as the setup type when installing PetLinx. Then when running PetLinx on the client for the first time you will be prompted to connect to the existing database, which should be {Database Server Computer Name}\PETLINX. If you are unsure of the server name to use here, click the About PetLinx ribbon button in PetLinx on the database server. This will display the Database Server name you will need to select when prompted on each client computer.

If you can't see {Database Server Computer Name}\PETLINX listed as a server name to connect to from the client, then it means the database is not being allowed through the database server's firewall. Close out of PetLinx on the client, then try running the program ServerConfig.exe which can be found in the PetLinx4 folder on the database server(normally c:\program files\petlinx4 or c:\program files (x86)\petlinx4), then run PetLinx on the client again. If you still don't see the database server listed to connect to, then please contact us and we will arrange a remote support session with you to resolve this.

I have installed the Desktop Network edition and it is asking me for a username and password. What should I use?

The default login is username admin and password petlinx (all lower case).

How do I backup my PetLinx database?

We include the PetLinx Database Manager program (a shortcut for this will be on your desktop) that enables you to quickly and easily backup your database to a storage device or cloud storage service. If backing up to a storage device, we recommend you do this at least once a week and store the device off premises. PetLinx also includes the AutoBackup feature which makes backups of your database while you work. You can configure how often this is done and where to store the backups in the System Options form, Backup tab.

How do I transfer PetLinx to a new computer?

Please follow these steps:

  1. On your old computer, take a backup of your PetLinx database using the PetLinx Database Manager program. Backup the database onto a USB drive or other removable disk.
  2. Make a note of your PetLinx serial number; if you don't have the original email we sent you containing the serial number, go into the Help - About PetLinx program option in PetLinx to see this. If you don't have the original email or PetLinx installed, see the next topic to get your serial number re-generated.
  3. On your new computer, download and install PetLinx. Please ensure you download the correct version that you are licensed for (links for older versions are at the bottom of the page).
  4. On your new computer, plug in your removable disk containing your backed up database.
  5. Open PetLinx on the new computer for the first time, and a screen will display asking you (amongst a few other options) if you want to create a new database or restore an existing database. Choose "Restore existing database from backup", and select the backup file on your removable disk. Click OK to have your database restored.
  6. When the 30 day trial screen appears, register PetLinx with your serial number by clicking the "Register Product" button.
  7. You may be prompted to install an update to match the PetLinx version you had been using previously. Follow the on screen instructions to install this - if your Support and Updates subscription has expired you will need to renew this first to obtain the latest update, which can be done using our Online Store.
  8. When PetLinx loads up you will be connected to your database and are ready to go.
  9. Uninstall PetLinx on your old computer using the Windows Control Panel or Windows Settings, Programs option.
I have lost the email containing my PetLinx serial number, can you resend it to me?

If you still have PetLinx installed, you can find your serial number by going into the Help - About PetLinx program option. Otherwise we can re-generate your serial number for you, there is a charge for this service if you are using an earlier version and don't have a current Support and Updates subscription. To get this under way, create a new order at our Online Store, choose the "One Time Payment" payment option, tick “Re-issue Registration Details” and complete the rest of your order.

If I uninstall PetLinx then reinstall it, will I lose all my client data in my database?

No, definitely not. When you uninstall PetLinx using the Windows Control Panel/Settings, Programs option, your database will stay on your hard drive. Then when you reinstall PetLinx and run it for the first time after reinstalling, PetLinx will "see" your database is already there and use it again. If using the Network edition, you just need to ensure you select the same database server as you were using before, if prompted by PetLinx.

It is good practice to always make a backup of your database before you uninstall PetLinx, or apply an update. Also ensure you have noted down your serial number as you will need to enter this again after reinstalling. If you have misplaced the original email from us containing your serial number, then before you uninstall go into the Help ~ About PetLinx program option and write down the serial number displayed. There may be a charge if we need to re-issue your serial number.

PetLinx Cloud
Can I do a trial of PetLinx Cloud?

PetLinx Cloud is practically the same program as the Desktop Network edition, so if you have a Windows or Mac (running windows emulation) computer then you can download the trial to try it out for free for 30 days. If you are unable to do this then please contact us - we may be able to arrange a trial PetLinx Cloud account that you can use for a limited time.

Can PetLinx Cloud be used on iPhone/iPad and Android phones and tablets?

It can, however as it essentially our desktop program running in a hosted environment and will not scale down to phone sized screens, you will not receive an optimal experience. We recommend the use of a Windows computer or tablet, or a Mac. We recommend the use of the PetLinx App on phones and tablets.

What internet speed do I need to use PetLinx Cloud?

You'll need a download speed of at least 20mbps to use PetLinx Cloud, you can find out your current speed using SpeedTest.net. You can still use PetLinx Cloud on speeds less than 20mbp but you will experience lag.

Do you charge a setup fee before I can start using PetLinx Cloud?

Not at all! We will charge your first month's payment when you subscribe but you will not be charged any other fees.

How often do you backup my database, and can I receive a copy of the backup?

We do a full backup of your database twice a day. To request a copy of your latest backup to be sent to you please contact us, but note there is an administration charge associated with this. The backup will be in SQL Server backup format.

I have the Desktop edition of PetLinx currently, how do I switch to PetLinx Cloud?

Simply purchase the Cloud edition on our Online Store, then take a backup of your database using the PetLinx Database Manager program and contact us about getting the backup file to us. We'll then load your database into PetLinx Cloud ready for use.
Once you start using PetLinx Cloud you will no longer need to use the Desktop edition installed on your computer. If you decide to cancel your Cloud account and revert to the Desktop edition, we will send you your latest backup from PetLinx Cloud which you can restore using the PetLinx Database Manager program. Please note you must have a valid subscription for PetLinx Desktop 7, you cannot restore a PetLinx Cloud database into PetLinx 6 or earlier.

What happens to my data if I cancel my account?

If you cancel your account we will on request email you a copy of your latest database backup (in SQL Server backup format) free of charge if your account is not overdue on a payment. We will retain a copy of your backup for up to a week in case you re-activate your account, after which it will be deleted from our server.

PetLinx App
What is the PetLinx App?

The PetLinx App is an app for iOS (iPhone and iPad) and Android devices, and is used in conjuncton with the main PetLinx program.  It enables you to view and manage your customers, pets, and bookings all from the convenience of your phone or tablet.  Use of the app requires an existing PetLinx 6 Desktop subscription, or PetLinx Cloud subscription. The app supports the Grooming module presently, with Boarding and Daycare to be added soon.

Is there an extra charge to use the app?

No, it's a free add-on to your PetLinx subscription :-)

Can I try a demo?

Absolutely, please contact us and provide further information on your business and we will supply you with a login to use, connected to a set of sample data.

Ordering PetLinx
How do I choose between ordering the Desktop and Cloud editions?

If you have a Windows PC (or a Mac running Windows emulation software) and want to have your data stored locally on it, choose the Desktop edition which is licensed for use by one person at a time and installed on one computer.

If you have multiple Windows PCs on an internal local network and you wish to all share the same database, then choose the Desktop edition with additional licenses (known as the Desktop Network edition. Order as many additional licences as you need, for example if you will have four computers using PetLinx, order the Desktop edition plus three additional licences. The database will be stored on one of the computers on your network, which should ideally be the most powerful computer. Please consult with a computer network specialist regarding setting up a computer network if you don't already have one.

If you would rather not have to maintain the system yourself on your own computers, want to access PetLinx from any computer you're on, or want to use PetLinx on non-Windows computers or devices (e.g. Mac, iPad, Android) and have a fast internet connection, then the Cloud Standard edition is for you. The Cloud Standard edition is hosted on our servers and is accessed over the internet. We take responsibility for making the system available, installing the latest updates, and backing up your database.

If your business has two or more locations/business entities and you want to share the same customer and pet base between all locations, then choose the Cloud Multi-Location edition. This edition enables location specific employees, bookings, and invoicing, while also providing administrator access to enable selected users to modify, view, and report on data for any location.

If I order PetLinx and then decide I am not happy with it, am I entitled to a refund?

We do not offer refunds on PetLinx after an order has been processed. This is why we offer a trial to all prospective customers, so you can "try before you buy".

If I order PetLinx how long will I have to wait before I can start using it?

For PetLinx Desktop, you can start using it straight away if you already have the demo installed. Upon processing of your order we will supply you with a serial number that will enable you to use the full version of PetLinx Desktop immediately. For PetLinx Cloud, an account needs to first be created for your use by one of our staff members. Once this has been completed, we will email you details on how to connect into your account.

What payment methods are there available to purchase PetLinx?

Payment for PetLinx orders can be made by credit card (Visa, Mastercard, or American Express), with PayPal, or by bank transfer (New Zealand customers only). Please note if paying by PayPal or bank transfer that your order will only be processed once the funds have been cleared in our account. Payment for PetLinx Cloud or PetLinx Desktop on a monthly subscription must be done with a credit card. Some services (e.g. database conversion charges, custom work charges) cannot be purchased on a monthly subscription and must be paid in one payment, on a separate order. You have the choice of purchasing in one of six currencies: US dollars, Canadian dollars, British pounds, Euros, Australian dollars or New Zealand dollars.

Will I receive a CD and printed user manual with my PetLinx Desktop order?

We do not physically send you anything when you purchase PetLinx Desktop as it is an electronically delivered product; the program, tutorials, and help file are all included in the installation file. The latest version of PetLinx Desktop and all historical versions are, and always will be, available to download from our website.

Can't find an answer to your question?

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Video Tutorials
Feature Release Notes

Has your PetLinx 6/5 Support &
Updates subscription expired?

Renew Your
Subscription Here

This privacy notice discloses the privacy practices for petlinx.com and applies solely to information collected by this website. It will notify you of the following:

  1. What personally identifiable information is collected from you through the website, how it is used and with whom it may be shared.
  2. What choices are available to you regarding the use of your data.
  3. The security procedures in place to protect the misuse of your information.
  4. How you can correct any inaccuracies in the information.

 

Information Collection, Use, and Sharing 
We are the sole owners of the information collected on this site. We only have access to collect information that you voluntarily give us via email or from forms you will out on our website. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfil your request, e.g. to ship an order.

Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

 

Trial Registration 
In order to use a trial of our software, a user must first complete the registration form. During registration a user is required to give certain information (such as name and email address). This information is used to contact you about the products/services on our site in which you have expressed interest. At your option, you may also provide further information (such as phone number, how you heard about us), but it is not required.  If you do enter a phone number we may call you to check on your progress with the trial.

 

Orders 
We request information from you on our order form. To buy from us, you must provide contact information (like name and address) and financial information (like credit card number, expiration date). This information is used for billing purposes and to fill your orders. If we have trouble processing an order, we'll use this information to contact you.

 

Cookies 
We use "cookies" on this site. A cookie is a piece of data stored on a site visitor's hard drive to help us improve your access to our site and identify repeat visitors to our site. For instance, when we use a cookie to identify you, you would not have to enter your email more than once, thereby saving time while on our site. Cookies can also enable us to track and target the interests of our users to enhance the experience on our site. Usage of a cookie is in no way linked to any personally identifiable information on our site.

 

Your Access To and Control Over Information 
You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:

  1. See what data we have about you, if any.
  2. Change/correct any data we have about you.
  3. Have us delete any data we have about you.
  4. Express any concern you have about our use of your data.

 

Security 
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a lock icon in the address bar and looking for "https" at the beginning of the address of the Web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

 

If you feel that we are not abiding by this privacy policy, you should contact us immediately via email at info@petlinx.com.

If using PetLinx 7 Desktop/Cloud on a monthly or annual subscription, support, updates, and major upgrades are included in your monthly/annual charge.

If you purchased PetLinx Desktop version 6 or 5 with a one time payment, you were provided with one year of the Support and Updates Subscription. The subscription provides you with free support via email, phone, Skype, or remote internet connection, and access to minor program updates. The following lists the current support status of PetLinx versions.

PetLinx Version
Status
PetLinx 7 Desktop/Cloud
Unlimited support, updates, and major upgrades included in subscription.
PetLinx 6
One Time Payment Purchase: One year included from date of purchase, purchase of Support and Updates Subscription is required if expired. Updates will only be issued for bug fixes, no new features are being developed.
Monthly Subscription Purchase: Upgrade for free to PetLinx 7 (major upgrades are included in subscription).
PetLinx 5
One year included from date of purchase, purchase of Support and Updates Subscription is required if expired. Updates will only be issued for bug fixes, no new features are being developed.
PetLinx 1-4
Unsupported; existing customers should upgrade to the latest version.

Renewal of your PetLinx 6/5 Support and Updates subscription provides you with a further 12 months support and program updates for your PetLinx version. Prices when renewing before it has expired are as follows and can be purchased on our Online Store. Extra charges apply if renewing an expired subscription.

PetLinx Edition
PetLinx 6/5 Single
 
PetLinx 6/5 Network
  first two licenses,   each additional license

The renewal of your subscription provides you with the following benefits:

  • Access to PetLinx updates, containing the latest fixes
  • Priority response to your enquiries including after hours and weekend support (where possible)
  • Remote sessions for support resolution or training assistance
  • Easy creation of support requests from within PetLinx
  • Diagnosis and correction of issues specific to your database and installation
  • When combined with a BookMy.Pet Portal subscription, the convenience and time savings by allowing your customers to manage their pets and request new bookings in our mobile friendly online portal

Please note: Our support is limited to matters directly relating to the PetLinx program. We will not be able to assist with other software (including software integrated with or opened from PetLinx and anti-virus software) or hardware (including payment processing devices, printers, cash drawers, scanners, modems/routers) unless that hardware has been purchased from us.

If expired, your subscription is extended for up to 3 months by upgrading from the Desktop Single edition to the Desktop Network edition, by purchasing an additional module, or by purchasing another licence for the Desktop Network edition.


Lost Serial Numbers

Re-issuing of lost PetLinx serial numbers incurs an administration charge if you don't have a current subscription. Serial numbers can only be re-issued for customers using PetLinx 5 or newer and can be purchased on our Online Store (choose "Purchase of PetLinx 5/6 software modules / other services", tick "Re-issue Registration Details" then complete the order).