Troubleshooting

Most issues have a quick fix. Find your symptom below; if it's still stuck, contact our team.

I didn't get my confirmation or reset email

• Check your spam or junk folder.
• Make sure you typed your address correctly.
• Use the Resend link on the screen.
• Outlook and some work addresses can be slow or block automated email — a Gmail address is the most reliable for testing.

My buyer can't open their puppy page

The buyer page link is single-use and personal to that buyer.

• Ask them to use the most recent email — older links stop working once a newer one is sent.
• The link is tied to their email address; it won't work if forwarded to someone else.
• If a link has expired, send a fresh one from the buyer's record, or have them request a new sign-in link.

A deposit isn't showing as paid

• Confirm the buyer completed payment on the Stripe page (not just opened it).
• Paid deposits are confirmed by Stripe and can take a moment to land — refresh the sale after a minute.
• Check that your Stripe account is connected and able to take charges under Account & Settings → Payments & deposits.

"Microchipped" says Done, but the contract or stamp says the chip is pending

The Microchipped tick counts a Microchip record, but the contract, listing and handover sheet print the chip number from the pup's own Microchip number field. A record on its own leaves that field blank, so the documents show pending — chipped before go-home.

• Open the pup and click Edit, then type the chip number into Microchip number — or, if the pup's page or sale shows Use this number for [pup], check the number and click it.
• The stamp and handover sheet update straight away.
• A contract that was already drafted doesn't update itself. If it isn't signed yet, the sale page lists the lines that no longer match — fix them in the contract before your buyer signs. If it's already signed, see I made a mistake in a signed contract.

The chip status on a sale goes back to "Chip pending"

This was a display bug, now fixed: the status saved, but the menu showed the old value until you reloaded the page. Pick the stage under Status & admin → Microchip, click Update, and the Chip card at the top of the sale shows the new stage.

My upload was rejected

• Whelpkeep accepts JPG, PNG, HEIC, WebP and PDF files.
• Files must be under the size limit, and PDFs under the page limit.
• Empty (0-byte) files and files that aren't really the type they claim to be are rejected for safety. Re-export the file and try again.

A photo shows as a file icon, not a picture

HEIC photos (from iPhones) can't always be previewed in the browser, so they show as a file. They're still stored correctly, and Whelpkeep converts them where it needs to read them.

Everything is read-only / I can't add or edit anything

Your paid plan has lapsed, so the account is in read-only mode. You keep full access to view your records and to download all of it. To start adding and editing again, re-subscribe under Account & Settings → Security & Billing. See Plans & pricing.

I can't see the admin or a feature I expected

Some features depend on your plan or your state. If something you expect is missing, check your plan status in Account & Settings, or contact our team and tell us what you were trying to do.