FAQ

Yes, with a second email address. Every login in Genera is either a team login or a customer login, and one email address can only be one of them. Keep your work email for your team login, then add yourself as an owner with a different address and send the invite to it. If you only have one mailbox, Gmail and Outlook let you add a tag before the @, for example name+dog@gmail.com. Genera treats it as a separate address and the emails still arrive in your usual inbox. The two logins are separate, so sign out of one before signing in to the other on the same device.

Yes. Go to Settings, then Your Profile, and press the button beside Login email address. Type the new address and confirm your password. We email a link to the new address and the change goes through when you click it. Until then you keep signing in with your current email, so a typo can't lock you out. Business email address, just above it, is separate: that is the address customers see on invoices and emails.

Not yet. Each owner record has one login email and the dog sits under that owner, so for now a couple shares one email and password.

Check the email address on their profile first, letter by letter: a reset only arrives if they type exactly that address. Ask them to look in spam or junk, and to sign in from your own portal link. Resend invite on the Owners page sends a fresh link. If Genera says the customer has blocked emails, follow Owners › Emails blocked by a customer.

Yes, give them the Billing role. They can raise and send invoices, add credits, issue refunds and see the Ledger, Direct Debits, services and prices. They can't see the finance dashboard, the revenue forecast, salaries or anyone's pay. Go to Team › Manage Staff, open their profile and change the role under Role & Access.

Yes. Open the pet's profile and set Dormant to Yes. The dog stays on your system for your records but drops out of your live bookings. Set it back to No if they return.

A dog with upcoming bookings can't be deleted. The message lists the dates, so cancel those bookings and try again. Past bookings don't block it, and invoices and charges already raised stay in your records.

Click the day on the dashboard calendar and turn on Closed in the day panel, with a reason if you like. To plan ahead, add dates under Settings › Operating Times › Closure dates. Customers can't book a closed date and are shown your reason.

Customers can't book a closed day, but your team can, on purpose, so you can take a dog in as a one-off favour. The booking form tells you the day is closed before you save.

When you set up a recurring booking, Genera lists any closed days it would land on and asks if you want to book them anyway. Leave it on No and those days are left out. It works from the closed days you have set up at that point, so add Christmas and bank holidays before entering your recurring bookings.

Yes. Open the day panel on the dashboard and tick that service under Stop requests. Customers can't book or request it that day, even with space left, and your team still can. See Bookings › Daily capacity & waitlist.

Go to Settings, then Service Settings, and under Quick book buttons choose a service for the left and right button, then press Save.

It is how many times that pet is booked in that month.

Bookings › Log lists booking activity in date order: created, accepted, declined and changed.

Finance › Billing › Ledger, on the Outstanding balances tab. It gives one total per customer with what is overdue, and you can click a name to see each invoice and day.

On Ledger › Outstanding balances, press Manage on the customer's row. Tick what they are paying for, choose Bank transfer, Cash, Card or Other and the date, then press Record. Nothing is emailed and no payment is taken. To take part of an invoice, change its amount and the rest stays outstanding.

Account credit is money held for later. It comes off the next invoice you raise for that customer, and it doesn't pay an invoice that already exists. To settle an existing invoice, use Mark as paid on the invoice or Manage on the Ledger.

Finance › Billing › Ledger, on the Charges tab, which opens on Not invoiced. Use the date picker for the period, and end it at today if you only want completed days.

Yes. Stripe takes cards and payment links and GoCardless takes Direct Debit. Connect both under Settings › Integrations.

Yes, once the dog reaches the tier. The price is per day, and when a dog has enough days booked in the same week (Monday to Sunday) every day that week is charged at the tier's price. If a booking is added or cancelled later, the week is priced again automatically. See Finance › How prices are worked out.

Not at the moment. You can send photos, up to 4 in one message: tap the picture icon beside the message box, or the camera icon to take a new one.

Each person turns notifications on for their own device: click the bell, then Enable on the Browser & device notifications card, and choose Allow. On an iPhone or iPad, add Genera to your Home Screen first and open it from there. The full steps for each device are under Settings › Browser & device notifications.

Chrome only lists Genera there once the phone has been asked for permission, and it only asks when you tap a button. Open Genera in Chrome (or from the home screen icon if you installed it), click the bell, then press Enable on the Device notifications card and choose Allow. Press Test to check one arrives. If no Allow prompt appears, tap the icon to the left of the web address, then Permissions, Notifications, Allow, and reload. If the test still doesn't arrive, in the phone's Settings › Apps › Chrome turn Notifications on, set Battery to Unrestricted, and check Do Not Disturb is off.

Genera Staff, for everyone on your team. They sign in with their usual Genera email and password. See Mobile apps › Getting the app on iPhone and Android.

Yes. Open the pet and go to the Documents tab. Upload PDFs, photos, Word or Excel files, or photograph a paper form from a phone. Only your team can see them.