Troubleshooting

Not our favorite page either... but hopefully we can help!

Sometimes, not everything goes as planned. Maybe you're having trouble logging in, managing an order or subscription, or something else entirely. It's possible we goofed on our end too, in which case, we're sorry about that.

Take a look at the topics below as a starting point. If you don't find what you're looking for, please reach out to us at support@k9power.com or give us a call at 877-K9POWER (877-597-6937)

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Why won’t my password work?

If you’re having trouble logging in, but you have logged into the before, it’s possible you need to reset your password. (No worries, we’ve all been there!) Click the “Forgot your password” link between the EMAIL and PASSWORD fields.

On the next page, enter your email address, and click [SUBMIT].

Reset My Password

 

Next, click the checkbox to let us know you’re not a robot (for security), and click [SUBMIT] once more. 

Recaptcha - Human Verification

 

You should now see “We've sent you an email with a link to update your password.” Check your inbox for that reset password email, and follow the instructions to log back in.

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Why won’t my email work?

You may try to reset your password, and see the following text, “No account found with that email.”

Reset Password - Error

This means we do not have an account associated with the email address you provided. Try another email address, and if that’s not successful, we’ll need you to create your profile once more. (Our apologies, but it's a one-time, quick fix!)

Get started with the button below.

 
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Why can’t I access my subscription?

After logging into your profile, you should see a link to your subscription information between your name and listed email address.

Manage My Subscription

If you’re having trouble logging into your subscription in the first place, navigate to the Subscription Access Page, and enter your email address.

Request Subscription Invite

If we have your email address on file, we’ll send you a link to reset your password and log into your subscription profile. If you do not receive that email (give us 2-3 minutes), you may need to create that subscription profile once more. 

To do so, toggle to SUBSCRIBE & SAVE when adding a given product to your cart. Select the frequency for your delivery, and continue through the checkout process. After completing your transaction, we’ll save your subscription info. You can then log in to manage your profile as needed.

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    How do I create an account with K9 Power?

    STEP 1:

    Navigate to the Account Creation Page. Enter your info and submit.

    Create My K9 Power Account

    On the next page, click the checkbox to let us know you’re not a robot (for security), and click [SUBMIT] once more. 

    Recaptcha - Human Verification

    You should now see “We have sent an email to [you’re email address], please click the link included to verify your email address.”

    STEP 2:

    Check your inbox for an email titled, “Customer account activation” from K9 Power via shopify.com. (If you don’t see it, check your Junk or Spam folder, just in case.)

    In that email, click [Activate your account] to jump straight to your Account Details page. This is where you’ll see your order history, over time. You can also edit or add to your shipping addresses and set default preferences.

    STEP 3:
    Since you’re now logged into your account, you can navigate to the product pages of your choosing, and shop normally.

    When you begin your checkout process, your saved address will auto-populate. Should you need to change this, you can do so at this point.

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    How do I apply my discount code?

    As you progress through your checkout, you’ll see a field to enter your discount code and click [Apply].

    Apply My Discount Code

    (NOTE: Code above applies only distributors and on orders over $350.)

    You should then see your order total revise with the corresponding discount percentage, assuming you fit the intended criteria. In the example above, if your original order value was below $350, the code would be be valid.

    Discount Code Savings

    Continue through the checkout process until you reach the Thank You page. Check your email for a corresponding order confirmation email, and you’re all set!

    We really appreciate your help with this and for remaining part of the K9 Power family.

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    Contact Information

    If you don't find what you're looking for, please reach out to us at support@k9power.com or give us a call at 877-K9POWER (877-597-6937)

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    Join The Pack!