Getting started

Welcome to ShelterSync. This guide explains how to use the web app, one page at a time, in plain language.

Signing in

1. Go to your shelter's ShelterSync web address and enter your email and password.
2. If prompted, enter the verification code sent to your phone.
3. If your account uses two-factor authentication, the "Complete sign-in" screen asks for the 6-digit code from your authenticator app. If you've also set up a text-message code or backup codes, you'll see links below the box to use those instead — only the options your account actually has appear.
4. The first time you sign in (or if your role requires it) you'll set up two-factor authentication — see Profile & security.

If you were invited by an administrator, follow the link in your invitation email to set your password before signing in.

Setting or resetting your password

When you open a password-reset (or invitation) link, the Set a new password page shows your shelter's password requirements — for example a minimum length, and whether a letter or number is required — directly beneath the password field, so you know what's expected before you submit. Requirements vary by shelter, so the list reflects your organisation's policy.

If the password you choose doesn't meet the policy, the page lists the specific rules it didn't meet (for example "Password must be at least 16 characters."), not just a generic rejection. Correct the password and submit again using the same link — a rejected password does not invalidate your reset, so you don't need to request a new email.

A reset link is valid for 30 minutes and can be used once, where "used" means actually setting a new password. Simply opening the page doesn't use the link up, so you can close it and come back, reload it, or open it on a different device — and if your email system checks links for safety before you click them, that check no longer costs you the link either.

If a link can't be used, the page says which of three things happened:

• Already used — the password has been set from this link. If it wasn't you, or you've forgotten the password you set, request a new reset.
• Expired — more than 30 minutes have passed. Request a new reset.
• Not valid — the link doesn't match a reset we issued, usually because only part of it was copied. Try opening the link from the email again, then request a new reset if it still doesn't work.

If you take longer than 15 minutes between opening the page and submitting the form, you'll be asked to request a new email — the page tells you when that's the case.

In the mobile app

Volunteers can do all of this without leaving the app. Select Forgot password? on the sign-in screen and enter the email or phone you sign in with. When you open the emailed link on that phone, it opens in the app and takes you straight to choosing a new password; if the app isn't installed, the same link opens the web page instead. Everything above still applies — the link lasts 30 minutes, opening it doesn't use it up, and only setting a password does.

To change a password you already know, you don't need an email at all: go to Profile → Security → Password → Change. See Changing your password for what that does to your other devices.

Finding your way around

The screen is split into a sidebar on the left (your main menu) and the page you're working on. What appears in the sidebar depends on your role.

At the top of the sidebar, just under the ShelterSync logo, you'll see the organization you're signed into — its name, plus its logo if one is set. If you have accounts with more than one organization, glance here any time to confirm you're working in the right one; to switch organizations, log out and sign back in. For administrators the indicator is also a shortcut to Organization settings.

At the bottom of the sidebar you'll always find:

• Help — opens quick help for the page you're on, with a link into this guide.
• Send feedback — report a problem or suggest an idea at any time.
• Light / dark mode — switch the colour theme to your preference.

Next steps

• New to your role? Read Roles & access to understand what you can do.
• Ready to work with animals? Start with the Animals page.
• Onboarding a group of people? See Imports.

TIP

Every page in this guide matches a screen in the app. Use the search box at the top to jump straight to what you need.