Manual (English)
31 pages · PDF · A4
The complete guide to the FellDesk portal: clients, pets, price list, appointments, recurring visits, statistics and billing.
DownloadHelp & manual
Everything you need to work with FellDesk: the complete manual to download, and answers to the questions we are asked most often.
The manual
Every page of the portal, every function and every field – explained in 18 numbered sections. Print it, hand it to your staff, or look something up between two appointments.
Handbuch (German)
30 pages · PDF · A4
Vollständige Anleitung zum FellDesk-Portal: Kunden, Tiere, Preisliste, Termine, Serientermine, Statistiken und Abo.
DownloadTip: the manual is numbered throughout. When you contact support, quote the section number – it speeds up the answer.
Common questions
The cases that reach us most often – with the cause, not just the symptom.
I've forgotten my password – how do I get back in?
On the login page, next to the password field, there is a "Forgot your password?" link. Enter the email address of your account and you will be sent a link to set a new password. After that you are logged in straight away. The link is valid for 60 minutes and can only be used once. If nothing arrives, check your spam folder.
I cannot create another client.
Pets are unlimited on every plan – what is capped is the number of clients (Free: 5, Basic: 20, Pro: 50, Business: unlimited). If you cannot add another client, that limit is reached: either delete a client you no longer need, or upgrade under "Plan & Billing". Appointments are always unlimited.
The "Create appointment" button is missing.
You have not created a client yet. An appointment always needs a client, so the button only appears afterwards. Add your first one under "Clients" – you can enter their pets in the same dialog.
I cannot find a client.
The search in the client list also covers pet names and breeds – so you can search for "Balu" and get their owner. Otherwise check the spelling, or clear the search box via "Reset" and page through the alphabetical list.
An appointment is not showing in the list.
Is it in the past? The default view only shows appointments from today onwards. Older ones are under the "Past" tab above the list.
The revenue figure does not match my till.
The statistics count every appointment except cancelled ones – including future appointments and those still marked "scheduled". So what you see is the expected monthly revenue, not only what has been delivered. Appointments without a price count as €0. For actual revenue only, use the "Past" tab and the day totals.
I changed a price in the price list, but old appointments still show the old price.
That is intended. The price list is a template: when you create an appointment, the name, price and duration are copied into it. This way your history and revenue figures do not shift retroactively when you raise prices. Individual appointments can be updated via the pencil icon.
I deleted a client by accident.
Deleting a client also removes all of their pets and all of their appointments – including past ones. There is no recovery and no bin. Contact support anyway; in rare cases something can be done from a backup, but we cannot promise it.
One appointment in a series needs to be cancelled.
Set it to "cancelled" or delete it individually with the bin icon – the rest of the series stays. Only the crossed-out repeat arrow ends the whole series, and only its future appointments. Past ones remain, because your revenue figures depend on them.
My access is suspended.
The last payment failed. Your data is all there – as soon as the payment goes through, the portal reopens immediately. Under "Plan & Billing" the "Change payment details" button takes you straight to the right place at Stripe.
The link in the password email says "This link is no longer valid".
There are three reasons for that: it is older than 60 minutes, it has already been used, or you have requested a newer one in the meantime – in which case only the newest counts. Just request a new one; the button is right there on the page.
I clicked "forgot password" several times and no longer receive emails.
Three requests per account per hour are allowed. After that nothing happens for an hour, without the page saying so. Wait, or write to hello@felldesk.eu.
After paying, the old plan is still shown.
Stripe confirms the subscription in the background. Wait a few seconds and reload the page. If it is still there after five minutes, contact us.
What happens to my data if I cancel?
Nothing. The subscription runs to the end of the period you paid for, after which the account falls back to the Free plan. All client, pet and appointment data is kept in full. You will simply have more clients than Free allows – those stay usable, you just cannot create new ones.
Can I work on several devices at once?
Yes. Computer, tablet and phone all access the same data. Changes appear on the other device on its next page load. There are no separate staff logins, though – it is one login per business.
A dialog will not close, or an action does nothing.
Reload the page (F5, or pull down to refresh). If the problem persists, check that your browser is up to date – FellDesk expects a browser from the last few years (Chrome, Edge, Firefox, Safari).
How do I get my data out of FellDesk?
Under "Plan & Billing" there is a "Data export" section with three buttons: clients, pets and appointments, each as a CSV file. The files are UTF-8 encoded and open in Excel on a double click. The pet export includes the profile fields of both business types, including those of the role you do not currently have set. Useful for your own analysis, for moving to different software, and for access requests under Art. 15 GDPR.
Nothing here fits?
Write to us. So that we can help quickly, please include these four things:
- 1 The email address of your account
- 2 What you were trying to do and what happened instead
- 3 The section of the manual, if one applies
- 4 A screenshot of the message, if possible
In-depth guides
Beyond the software itself: guides on GDPR in your client records, pet handovers, and weekly planning.
To the guides