Recover your account or unfinished work
Plain-language steps for password trouble, interrupted uploads, stalled scans, missing changes, and support requests.
If you cannot sign in
Use Forgot password on the sign-in page. HoundLine sends an eight-digit recovery code so corporate and school email scanners cannot use up a one-time reset link before you open it.
- Request one new recovery email and use only its newest code.
- Enter the same email address and the eight-digit code on HoundLine.
- Choose a new password. If the code is rejected, request a fresh one instead of reusing an older message.
If an upload or scan was interrupted
Return to the pedigree and open its scan or batch history before uploading the document again. Work that is waiting, ready for review, or recoverable should appear there.
- Refresh the history once.
- Open any waiting or review item.
- Retry only when HoundLine offers a retry action; otherwise send the displayed error code to support.
If a change seems missing
Reload the page once and confirm you are in the intended pedigree and dog profile. Private pedigree edits and public HoundLine research are separate, so changing one does not silently rewrite the other.
When to ask for help
Send a help request when the same problem happens again, a scan remains stuck, you cannot find saved work, or the instructions do not match what you see. HoundLine confirms receipt without promising an exact response time.