What You Need to Know
Clients log in with an email verification code — there is no password.
A new 6-digit code is sent to the client's email each time they log in. The code expires after 5 minutes.
All login fields must match the client's Shepherd profile exactly.
First name, last name, phone number, and email must all match — including punctuation, titles, and multiple names as entered. Even a small discrepancy will prevent the code from sending.
Co-owners and authorized agents cannot log in using their own details.
Only the primary client profile information is recognized for portal login.
Clients can only request refills for existing prescriptions with available refills.
They cannot request new medications or refills beyond the number originally approved.
Only full invoice payments are accepted through the portal.
Clients cannot make partial payments on an invoice.
Video Walkthrough: Client Facing
We've created a helpful instructional video to guide your clients through using the Pet Portal on their mobile devices!
Feel free to share the video link directly with your clients via email, SMS, or mass communications to help them navigate the Pet Portal with ease.
https://vimeo.com/1223816732?fl=pl&fe=sh
Logging In
Clients access the portal at your clinic's unique Pet Portal URL. On the login page, they enter their email address, phone number, first name, and last name — exactly as those details appear in their Shepherd client profile, including any punctuation, titles, or the way a name is formatted.
After submitting, they receive a 6-digit verification code by email from notifications@shepherd.vet. They enter the code to complete login. The code expires after 5 minutes, and a new code is required each time they log in.
Register vs. Log In
Existing clients should always use Log In, not Register. If a client selects Register instead, it may create a duplicate account rather than connecting to their existing Shepherd record. If a duplicate is created, review and merge the records from the client profile in Shepherd.
If a client is not receiving their verification code:
Confirm they are using the correct Pet Portal URL for your clinic.
Check that their first name, last name, phone number, and email match their Shepherd client profile exactly — including punctuation or titles.
Ask them to type each field manually rather than using autofill.
Have them check their spam and junk folders, and add notifications@shepherd.vet as a safe sender.
Try a different browser. Chrome, Firefox, and Safari are recommended.
Check Failed Notification Events in Shepherd for delivery errors.
If the problem continues, contact Shepherd support with the client's login details and screenshots.
Booking an Appointment
If Appointment Requests is enabled:
New clients can submit a request from the portal homepage without logging in. Existing clients log in first, then access the appointment request button from their dashboard.
The client will:
Select their pet (or add new pet information if needed).
Enter a reason for the visit and optionally specify a preferred provider.
Choose preferred days and times.
Review their request summary and add any special instructions.
Submit — a confirmation appears in the portal and is sent by email.
After your team suggests an available time, the client receives an email and can confirm, reschedule, or cancel from the portal.
If Direct Booking is enabled:
Clients can select a specific available appointment slot from a live calendar. The process follows the same steps as above, but the client chooses from actual available times rather than preferences. Depending on your settings, the appointment may be confirmed immediately or held for staff approval first.
Requesting a Prescription Refill
Clients can request a refill for an existing patient medication. Only prescriptions with available refills and a valid prescription period will appear in the refill list — clients cannot request new medications or additional refills beyond what was originally approved.
The client will:
Log in and go to My Pets.
Select the pet.
Select Request Prescription Refill.
Choose the medication from the list.
Select Request Refill.
The request moves to Pending Requests and the client receives an email confirmation. When the refill is ready, they will be notified by email or text.
If a client says a medication is not showing up:
The prescription may not have available refills remaining, may be outside its valid period, or the associated product may be inactive in Shepherd. Check the prescription record and update as needed before advising the client.
Making a Payment
Clients access the Payments section of the portal to manage their financial interactions with your practice. From there, they can:
View outstanding balances and any credit on their account
Review invoice and payment history
Pay invoices securely
When an outstanding balance exists, a Pay Invoice button appears on the invoice. Clients can use a saved card on file or enter a new payment method. Only full invoice payments are accepted — partial payments are not supported through the portal.
Clients can save a payment method for future use. Saved cards can be updated or removed at any time, and changes sync automatically to their Shepherd profile.
Deposits: When a client books an appointment that requires a deposit, they will be prompted to submit the deposit amount during the booking process. Deposits are recorded in real time and appear in the client's Shepherd payment history.
Viewing Vaccine History
Clients can view and print their pet's vaccine history from the portal at any time.
The client will:
Log in and go to My Pets.
Select the pet.
Select Medical Info, then Vaccinations.
This displays a list of current vaccine history and any previously created rabies certificates. Clients can save or print the entire vaccine history or a specific rabies certificate. Documents exported from the portal are the same files and format as documents exported directly from Shepherd.
Frequently Asked Questions
Can a client see their full medical records or lab results?
Clients can see a line-item history of services and visit dates, but not full SOAP notes, clinical details, or complete lab results. If a client needs complete records, those would need to be shared through another channel.
Is there a Pet Portal app?
There is no standalone app. The Pet Portal is a mobile-friendly website. Clients can access it from any browser on their phone or computer using your clinic's portal URL. On some devices, browsers may prompt clients to add the site to their home screen as a shortcut — this is a website shortcut, not a downloadable app.