This FAQ answers common questions about pet owner sign-in, including how Single Sign-On (SSO) works, what information DocuPet receives, and how account security is handled.
The Basics: SSO and One-Time Codes
What is the one-time code (OTC)?
A one-time code is a 6-digit code emailed to a pet owner whenever they request to sign in. The code must be entered within 10 minutes. One-time codes are available to every pet owner in every community and cannot be disabled. They serve as the sign-in option that is always available, even if your organization has not enabled SSO.
What is SSO in this context?
Single Sign-On (SSO) allows pet owners to sign in using an existing account with one of the supported providers:
Google.
Apple.
Facebook.
Microsoft.
Instead of entering a one-time code, the pet owner completes identity verification through their selected provider and is returned to their DocuPet account. The available providers depend on your community's configuration.
Why don't pet owner accounts use passwords?
DocuPet pet owner accounts use passwordless sign-in. Pet owners do not need to create, remember, or reset a separate DocuPet password. They can access their accounts using a one-time email code or an available SSO provider.
How It Works Day to Day
Does a pet owner choose OTC or SSO once, or every time?
Pet owners can use either available sign-in method when accessing their accounts. They are not required to permanently select one method.
Can our organization control which SSO providers appear?
Yes. The availability of Google, Apple, Facebook, and Microsoft sign-in depends on your community's configuration. Your DocuPet Partner Success contact can confirm the current configuration or assist with enabling or disabling providers upon request. The one-time email code remains available regardless of these settings.
What if a pet owner's SSO account uses a different email than the one on file?
The pet owner should use the sign-in method associated with their existing DocuPet account. If they encounter an account mismatch or cannot access the correct account, direct them to DocuPet Support for assistance.
Data & Security Questions
What does DocuPet actually receive when a pet owner signs in with Google, Apple, Facebook, or Microsoft?
SSO confirms identity, not access to the contents of the pet owner's external account. DocuPet receives confirmation that the person controls the email address or account, along with basic profile information the provider shares for sign-in, typically:
Name.
Email address.
DocuPet does not receive the pet owner's Google, Apple, Facebook, or Microsoft password and does not receive access to those accounts beyond the identity verification process.
Does DocuPet store passwords for pet owner accounts?
Pet owner accounts do not use passwords. Sign-in is completed using a one-time email code or an available SSO provider.
How long is a one-time code valid, and can it be reused?
A one-time code is valid for 10 minutes. Requesting a new code invalidates the previously issued code. Pet owners should always use the most recently received code.
Is the emailed code sent or displayed in a way that's easy to intercept?
One-time codes are sent to the pet owner's email inbox and expire after 10 minutes. Pet owners should use their own email account to retrieve and enter their code. Partner staff do not need to receive or handle these codes.
Does partner staff ever see or handle a pet owner's sign-in code or credentials?
No. Partner staff do not need to request, view, or handle a pet owner's sign-in code or external account credentials. If a pet owner cannot complete sign-in, staff can provide basic troubleshooting guidance or direct them to DocuPet Customer Care Support.
What data does the renewal-letter lookup expose?
The renewal-letter lookup requires the access code and ZIP/postal code from the renewal notice. The pet owner must also confirm the pet associated with the record before completing sign-in. If the lookup cannot locate the record despite the correct information, DocuPet Customer Care Support can investigate and assist.
Is any of this pet owner data shared with our organization?
The sign-in process itself does not require partner staff to access pet owner sign-in codes or external account credentials. For questions about specific data access, sharing, or privacy requirements, contact DocuPet Support or your Partner Success Representative.
Where can we get formal documentation for our privacy or security review?
For formal privacy or security review requirements, contact your DocuPet Partner Success Representative or DocuPet Admin Support so the appropriate information can be provided.
Troubleshooting Quick Reference
| Pet Owner Question | Recommended Action |
|---|---|
| "I never received a code." | Ask them to check spam/junk and confirm they entered the correct email address. |
| "My code isn't working." | Confirm they are using the most recent code and entering it within 10 minutes. |
| "I can't request another code." | Explain the approximately 30-second cooldown and ask them to follow the on-screen countdown. |
| "I don't see my SSO provider." | Confirm that the provider may not be enabled for the community. The email code is always available. |
| "My email is already in use." | Direct them to sign in rather than creating another account. |
| "My renewal-letter lookup isn't working." | Ask them to verify the access code and ZIP/postal code against the letter. |
When to Escalate to DocuPet Customer Care Support
Please direct the pet owner to DocuPet Customer Care Support when:
They have no email address on file or need one added.
The lookup cannot locate their record despite the correct access code and ZIP/postal code.
They do not recognize an existing account associated with their email address.
DocuPet Support can update the record directly and send a fresh sign-in code on the pet owner's behalf. Pet Owners may reach out via email at info@docupet.com or via phone at: US: 1-877-239-6072 / Canada: 1-855-249-1370.
A Simple Explanation for Pet Owners or Colleagues
There's no password to lose or reset. DocuPet never sees a pet owner's Google, Apple, Facebook, or Microsoft password. Sign-in codes are sent to the pet owner's own inbox and expire quickly, and partner staff never need to see or handle either.
Still Have Questions?
For questions beyond the information covered here, including formal data-handling reviews, account issues, or record concerns, contact DocuPet Admin Support or your DocuPet Partner Success Representative.
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