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Troubleshooting

Quick answers to common issues. If your problem isn't listed here, see Reporting Issues for how to get help.

I can't log in​

  • Check your email address -- Make sure you're using the same email your admin invited you with
  • Reset your password -- Use the "Forgot password?" link on the login page to receive a reset email
  • Check spam -- Password reset and magic link emails sometimes land in spam or junk folders
  • Clear your browser cache -- Stale session data can prevent login. Try clearing cookies for the Heelr domain, or use a private/incognito window
  • Two-factor authentication (2FA) -- If you've enabled 2FA and lost your authenticator, contact your shelter admin

I didn't receive my invite email​

  • Check spam/junk folders -- Invite emails can be filtered by email providers
  • Verify the email address -- Ask your admin to confirm they used the correct email
  • Ask your admin to resend -- Admins can resend invitations from the Users page

An animal isn't showing on the dashboard​

Animals can be hidden from the dashboard for several reasons:

  • Terminal status -- Animals with a status of Adopted, Transferred, Deceased, or Euthanized don't appear on the active board
  • Foster -- Animals marked as "in foster" are hidden from the dashboard but still exist in the system
  • Wrong species tab -- Make sure you're viewing the correct tab (Dogs, Cats, or Other)
  • Filters active -- If "Show dogs I can handle" is toggled on, you'll only see dogs matching your training level

I can't log an activity for a dog​

  • Handling level -- You can only log activities for dogs you're qualified to handle. Level 1 volunteers see Level 1 dogs only. Special Handling certified volunteers also see Mod Squad dogs. Staff-only and ISO dogs require staff access.
  • Pre-vaccination restriction -- Dogs admitted within the last 48 hours may have activity logging restricted until they've cleared their initial veterinary check
  • Permissions -- Volunteers can log standard activities. Some actions (like behavior support sessions) are restricted to staff and admin roles.

The dashboard isn't updating​

  • Refresh the page -- Pull down to refresh on mobile, or press Ctrl+R / Cmd+R on desktop
  • Check your connection -- Heelr requires an internet connection. If you're in a part of the shelter with poor reception, move to a better spot and refresh
  • Session expired -- If you've been idle for a long time, your session may have expired. Log out and log back in.

I'm seeing the wrong shelter or can't see my animals​

Each Heelr account belongs to one shelter. If you're not seeing the animals you expect:

  • Verify with your admin -- Confirm which shelter your account is associated with
  • Multiple accounts -- If you volunteer at multiple shelters, you may need separate accounts for each

Activity I just logged isn't showing on the animal's card​

  • Give it a moment -- The dashboard refreshes periodically. Your activity should appear within a few seconds.
  • Reload the page -- Force a refresh to pull the latest data
  • Check the animal detail page -- Tap the animal card to view its full activity history and confirm the log was recorded

I accidentally logged the wrong activity​

Contact a staff member or admin. They can void incorrect activity logs from the animal's detail page.

Still stuck?​

If none of the above helps, report the issue through the app's feedback tool. Include what you were trying to do, what happened, and what device you're using.