First impressions matter — and Pet Parent Onboarding is one of the most powerful ways to make a lasting one. Instead of leaving new clients to figure out your portal on their own, this feature gives you full control over a guided, step-by-step setup experience that every new pet parent completes when they activate their account. You decide which steps are required, what information gets collected, and even what message greets clients at the finish line. The result is a smoother start for your clients, fewer incomplete profiles for your team, and a setup process that truly reflects your business. Read on to learn how to configure it and what your clients will experience along the way.

Pet Parent Onboarding is a customizable, guided setup experience that walks new clients through creating their account and completing key information for your business. When enabled, new pet parents are directed through each step automatically the first time they activate their account.

Pet Parent Onboarding can be configured in the Settings > Client Settings > Portal Settings > "Pet Parent Onboarding" header section of your Time To Pet account.

Create Password - This is a required field, as all pet parents need a password. Clients are prompted to create their passwords during this step.

Sign Agreement - If you have Client Agreements enabled, your clients are prompted to review and e-sign any required agreements your business has created.

Update Info - This step prompts your clients to review and update the client fields you have enabled. This information normally includes contact information, address information, etc.

Add Pet - This step prompts your clients to add pets and update pet information. Clients can add multiple pets during this step.

Payment Method - This step prompts your clients to add or update a payment method. Clients will be able to add either a credit card or ACH payment method.

Welcome - This final step allows you to create a custom “Welcome Message” that is shown to your clients at the end of the Pet Parent Onboarding tool. A link to download the Time To Pet Client App is also included here.

​

Based on the settings you've configured, your clients will have a tailored onboarding experience when they activate their new pet parent accounts. The steps below illustrate what each stage looks like from the client's perspective.

When a new pet parent client is activating their account, they are first prompted to create their password. This is a required field, as all pet parents need a password.

If your business has any Client Agreements enabled, your pet parent will be prompted to review and sign the agreement or agreements.

Time To Pet will show your pet parent a summary of the agreement or agreements they have signed before moving on to the next step.

This step will prompt your new pet parent client to review and update all of the information fields you have completed for them.

If a pet parent has already completed all of their information, they can mark this step as done immediately. If they need more time, they can save their progress and return to complete it later..

If they have selected Save and Finish Later, they will be shown this message.

In this step, your pet parent client is prompted to add a pet (or pets) and update the information for their pets.

Similar to the Update Info step, if a pet parent has already completed all of their information, they can mark this step as done immediately. If they need more time, they can save their progress and return to complete it later.er.

​

If they have selected Save and Finish Later, they will be shown this message:

If you have selected the Payment Method option, Time To Pet will prompt your pet parent to add a payment method in this step. Depending on your company's settings, clients will be able to enter either ACH or credit card details.

Your client can also view and manage payment methods from this view:

Lastly, your pet parent client will be shown the custom welcome message you have created for them. We also include links for the pet parent to download the Time To Pet Client App if they choose to do so.

If a pet parent has skipped any steps, they will be shown a notification on their Portal Home Page to complete these steps.

​

To view where exactly a pet parent is in the Pet Parent Onboarding process or to see what they are missing, click directly on the "Awaiting Activation" or "Onboarding In Progress" tags to view those details. These tags are found on a client's profile, just below the Balance section:

A new window will appear and show the steps the client has taken or has yet to take. If the client has bypassed any sections, they will be shown here. If the client is missing any details, they can be identified here, as well:

If a new client has set a password and signed the required agreements, an admin can also manually mark the Onboarding as complete.

Any Onboarding steps that were "skipped" will be indicated in the activation status window as "Skipped By Company".