Messaging Through the Hands N Paws App

The Hands N Paws app makes it easy to stay connected with our support team through built-in messaging—perfect for questions, scheduling support, billing, and general communication.

Messages are used to contact Hands N Paws Management—similar to submitting a support ticket!

For visit-specific instructions that you want to pass on to a team member, please use the Add Note feature within your scheduled service.
For visit updates from your team member, refer to your Pet Care Journals, which are sent after each visit.

How Do I Send a Message?

To send a message to customer support:

1. Log in to your client account
2. Go to Messages from the main menu
3. Click New Message
4. Select a recipient in the “To” field (HNP Management)
5. Enter your message
6. (Optional) Add a subject or set priority
7. Click Send

Once your message is sent, you’ll see a green confirmation banner at the top of your screen ✅

How Do I View My Messages?

You can view all messages in the Messages section:

• Inbox tab → Messages sent to you
• Sent tab → Messages you’ve sent

All conversations are stored here, making it easy to reference past updates or instructions.

How Do I Respond to a Message?

When our support team replies to your message, you’ll receive an email notification.

From there, you can click the link in the email to reply directly within your account.

Or you can respond through the app:

1. Go to Messages
2. Open the message you’d like to respond to
3. Click Reply
4. Type your response and send

Who Can I Message?

You can send messages directly to Hands N Paws Management through the Messages feature.

If you’re looking to communicate with a specific team member:

• For completed visits, please leave a comment on the Pet Care Journal for that service
• For upcoming visits, please add a note directly to the service on your schedule

This ensures your message reaches the right person at the right time 👍

Can I Attach Photos or Videos?

Yes! You can attach photos or videos by clicking the image or camera icons in the message field.

Very large files may not upload successfully. If that happens, we recommend using our upload link or emailing support directly at support@myhandsnpaws.com.

How Quickly Will I Get a Response?

Our team strives to respond as quickly as possible during customer support hours (Monday–Friday, 10 AM–4 PM).

Response times may vary depending on:

• Time of day
• Message volume
• Complexity of the request

What If My Message Is Urgent?

For urgent matters, please call or text us directly.

📞 (614) 636-6644

In-app messages are not monitored in real time for emergencies, so calling is always the fastest way to reach us.

Additional Ways to Contact Us

While in-app messaging is a great way to stay connected, our primary support channel is email.

We’re always happy to help through whichever method works best for you:

• 💬 In-app Messages (great for general updates and questions)
• 📧 Email (our main support channel)
• 📞 Phone support during office hours

Are Messages Secure?

Yes—messages are sent through a secure system designed to protect your privacy and information.

Helpful Tips

• You can always message Management for general questions
• All messages are saved for easy reference
• If you send something by mistake, simply send a follow-up message to clarify

Need Help?

If you’re having trouble using the messaging feature, feel free to reach out—we’re happy to help!

You can also browse our Client Support Center for more helpful guides.