Common questions about the Online Client Portal.
For a full introduction, see Online Client Portal Overview š
Q: Which businesses have access to the Online Client Portal (Web)?
A: The Online Client Portal is available automatically to all Boarding & Daycare businesses. For grooming-only businesses, access is currently in beta and must be requested through your account manager.
Q: Does my client need to create a separate account?
A: No. Clients sign in using the phone number already saved in your MoeGo client list and a one-time verification code sent by SMS. Clients using the App may also need your business invitation code when connecting to your business.
Q: Why can't my client see the Packages / Membership / Group Classes section?
A: These sections only appear when your business has those features active. If a section is missing for your client, contact MoeGo support to check whether your account is eligible.
Q: Why isn't a report card showing up for my client?
A: Report cards only appear in the portal after your business creates and sends them through MoeGo. If no report cards have been sent for a pet, the section shows an empty state for that pet.
Q: Can my client cancel or reschedule an appointment through the portal?
A: Yes, depending on your businessās Cancel & Reschedule settings.
Pet parents can cancel or reschedule pending appointments. For confirmed upcoming appointments, the available options depend on the policy your business has configured.
Learn more about [How Pet Parents Cancel or Reschedule a Booking].
Q: Can my client edit their pet's profile through the portal?
A: Clients can view pet profiles and add new pets. Editing or deleting existing pet profiles is not supported from the portal.
Q: Can my client add store credit from the portal?
A: No. Store credit is display-only in the portal. Clients can see their balance and transaction history, but credits are added by your business.
Q: Is the digital signature in the Agreements section legally binding?
A: Yes. MoeGo captures the client's drawn signature with a timestamp. This is legally binding in most jurisdictions. Check local e-signature laws if needed for your business.
Q: What is the "View live camera" button on an appointment?
A: This button appears on boarding and daycare appointments when your business has iDogCam configured. It allows pet parents to watch a live feed of their pet during their stay ā one of the highest-impact features for client trust and retention.
Q: Does the portal work on mobile?
A: Yes. The portal is fully responsive and works on any modern smartphone, tablet, or desktop browser ā no app download required.
Q: Is the MoeGo Pet Parent App available to all businesses?
A: No. The App is currently available only to businesses included in the App rollout, including businesses moving clients from the legacy MoeGo pet parent app.
Q: How do I know whether my business has App access?
A: Go to Settings > Integration. If your business is enabled, you will see Pet Parent App and an invitation code that you can share with your clients.
Q: Why canāt I find an invitation code?
A: The invitation-code setting is only visible to businesses that have been enabled for App access. If Pet Parent App does not appear under Settings > Integration, your business does not currently have App access.
Q: Do Web and App provide the same capabilities?
A: Yes. The Online Client Portal (Web) and the MoeGo Pet Parent App provide the same supported sections and capabilities. The sections a client sees may still vary based on your business type and the features enabled for your account.
Q: What should clients do if they use the legacy MoeGo pet parent app?
A: Follow the prompt in the legacy app to download MoeGo: for Pet Parents (New). Clients sign in with the same phone number and a one-time SMS verification code. Their pets, appointments, and account history will load automatically.