The Shelterluv support team is made up of shelter operations experts who understand and care about the work you do. Below are our support hours and user account policies.

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Customer Solutions Team Hours

Our working hours are Monday - Friday from 8 AM - 5 PM PST.  You can expect a response in this period generally within several hours but could take up to 1-2 business days.

Our commitment to delivering our highest level of support to you is one we take seriously. Although we do not respond to all emails immediately, our team constantly monitors new inquiries after business hours and on weekends for issues affecting core system functionality. We can jump in and help when you need us most.

Editing and Updating User Accounts

In order to preserve account security, we do not edit user accounts or passwords. This includes adding new users or editing existing user accounts.

You can use the password reset tool on the login page if you need to reset your password. You can also have a user with the 'Configure my shelter and its users' user permission reset your password from their Shelterluv account. This article provides more details about both options: How to Reset Your (or another) User Account Password.

We will only change Shelterluv configurations for users if they can do so based on their given permissions.