Why can't I find a client or pet when searching Petly Plans?

Modified on Mon, Aug 3 at 4:24 PM

If a client or patient doesn't appear when you search in Petly Plans, it is most likely a synchronization timing issue between Petly Plans and your practice management software (PiMS). Follow the steps below to resolve it.

Why this happens

Petly Plans synchronizes with your PiMS nightly. If a client or patient was added, reactivated, or reinstated in the PiMS after the last nightly sync, they will not appear in Petly Plans until the following night's sync — unless a manual sync is performed.

Steps to resolve

Run a Quick Sync

Try this first — resolves most cases within minutes

Click the Quick Sync icon

Click the Quick Sync icon once in the Petly Plans application to update the database. The new data will appear within7 minutes.

Search again

Once the sync is complete, perform a new search for the client or patient.

Tip: Only click the Quick Sync icon once — clicking it multiple times does not speed up the process.

Run a full sync (Administrator only)

If the client or pet still does not appear after the Quick Sync

Navigate to Syncs & Automation

Have an administrator place the mouse pointer over the Menu and navigate to:

Admin›Syncs & Automation

Sync Clients

Click the Sync Clients link to update client information.

Sync Pets

Click the Sync Pets link to update pet information.

Search again

Once the full sync is complete, perform another search for the client or patient.

Note: A full sync requires Administrator access. If you do not have administrator permissions, contact your practice administrator to perform this step.