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WELCOME TO OUR HELP PAGE
PLEASE CHECK THE FAQs BELOW OR ASK YOUR QUESTION IN THE FORUM AT THE BOTTOM.
You can call us on 0871 200 2450 option 1
You can Live chat with us Here
I CAN'T SIGN IN
WHAT DOES MY CUSTOMER GROUP MEAN?
Your Customer Group will dictate which areas of the web site you can access:
WHERE'S MY STUFF
To track your order or to see how far through the process your registration is click here: WHERE'S MY STUFF?
WHY AM I NO LONGER HEARING FROM BULLDOG RESCUE?
New GDPR laws came into force on May 25th 2018 meaning we can no longer send you marketing emails. If you are an active waiting list member we will continue to send you details of available dogs but we will no longer send you our Newletter or details of upcoming events or campaigns. To continue to receive this information you need to tell us here
If you still don't receive anything please ensure the following emails are on your safe/white list or in your email contacts:
HOW CAN I CONTACT BULLDOG RESCUE?
Our full list of contact details can be found here. The kennel is open from 10.30am to 2pm and the office is open from 10.30am to 4.30pm Monday to Friday. The rest of the staff work flexi time and their hours are published on a Monday Morning - click the "who's available" link to see if who you need to speak to is available.
HOW DO I REHOME MY BULLDOG THROUGH BULLDOG RESCUE?
Just click on the "Rehome My Bulldog" Tab or call us and select option 2
MY DOG IS BEING REHOMED BUT I'VE CHANGED MY MIND?
Just log in to the Private area of the web site using the log in information we have emailed to you and click the button. You may be charged if the process had got a long way through
IS THE WEB SITE SECURE
Yes our web site is secure and you can view our SSL Certificate Here
DID YOU GET MY FACEBOOK DONATION
We don't get a break down of Facebook donations but you can check your own donation on the receipt email you will have received from Facebook with the heading "Your Facebook fundraiser donation receipt" Scroll down and click "Track your Donation"
DID I MISS A CALL FROM BULLDOG RESCUE?
Calls from Bulldog Rescue will come from Portsmouth 0239 387 2328 - Please put this in your phone so you don't miss us calling you.
THE DOG IS MARKED ON RESERVED - WAS IT ME?
HOW DO I GET A BULLDOG FROM BULLDOG RESCUE?
The first thing you need to do is get yourself registered. Go to our Adopt a Bulldog Page and follow the instructions to get registered, You can view all of our bulldogs currently looking for homes on our Bulldogs Looking For New Homes pages but will not be able to show an interest in any of them until your account is activated, which can take upto 24 hours (longer at weekends).
I'VE REGISTERED AND PAID MY ADMIN FEE BUT CAN'T APPLY FOR A DOG
This is because your account has not been activated yet. It can take upto 24 hours (longer over weekends) for your account to be activated. You will be sent an email when this happens and your Customer group will change from "Bulldog Rescue Supporter" to "Active Waiting List Member" - Sign into your account to see your Customer Group
I'M NOT GETTING ANY EMAIL RESPONSES FROM BULLDOG RESCUE
Some email providers block our notifications and mail outs as SPAM - to try and prevent this from happening to you please make sure you have the following email addresses on your white list / safe list or in your email contacts:
If you do not receive notification of payment or activation firstly check your spam filter and mark any email in there from us as "not spam" if it's not there you will need to add the above addresses to your safe list/contacts list.
If you still don't get our updates you will need to ask your postmaster@emaiprovider to ensure our emails get through to you
Email addresses likely to bounce are:
btinternet.com - btopenworld.com - gmail.com - gmail.co.uk - hotmail.com - hotmail.co.uk - outlook.com - virgin.net
WHERE CAN I SEE THE DOGS THAT ARE LOOKING FOR NEW HOMES
To see all our currently available dogs just click the Bulldogs Looking For New Homes page. Your registration must be activated before you can show an interest in any of them.
HOW DO I SEE MORE INFORMATION ABOUT A DOG
To see the dog's full profile you must be fully registered (paid an registration fee) and be activated. All listed dogs files will download as a PDF document. You must be registered and activated to see this information for the security of the dogs and profiles must not be shared with unregistered members of the public - sharing a profile may lose you your sign in rights.
HOW DO I SHOW AN INTEREST IN THE DOG I LIKE?
Before you can show an interest you must be registered (and activated)
HOW DO I CHANGE MY INFORMATION?
To change your address, email or preferences click HERE
I'VE FORGOTTEN MY REFERENCE NUMBER
Sign into your account and click My Account
Select My Orders
Your reference number will be listed here under Order no
WHAT IS MY AREA?
Select your post code below
If you live on the border of two areas it's possible that your postcode won't place you in the area you think you should be in (ie: HR could be South Wales, North Wales or West Midlands depending on which border you are closest to. Areas are purely for administration purposes and will only affect which area mailing lists you go on
I CAN'T REMEMBER MY PASSWORD
You can reset your password using the Forgot your password? Link, if you need a reminder of your user name please Contact Us during office hours - we can set you a temporary password if you are having difficulty getting into your account
MY ACCOUNT IS SHOWING "BULLDOG RESCUE SUPPORTER" BUT I CAN'T APPLY FOR A DOG
This is because your account has not been activated yet. It can take upto 24 hours (longer over weekends) for your account to be activated. You will be sent an email when this happens and your user account will change to "Active Waiting List Member"
I'M HAVING TROUBLE PAYING
You can pay by PayPal or credit card. To pay your Waiting List Admin fee please return to the Application Completion Page and make sure you are signed in. For all other payments please go to Your Account and then My Orders and click on the order that you have been unable to pay to reorder the item. Alternatively you can Contact Us during office hours or pay by card over the phone. Please note that iPhones and iPads seem to struggle with the payment section of our web site. Please call the office and pay over the phone instead if this happens to you
To get back to the payment page click here
MY ORDER IS SHOWING "REJECTED"
If your order has been rejected it will be because the payment didn't go through. To make this payment please My Account, My Orders and then select the order that is showing Rejected. Click the item again and re-order. If you still can't complete the payment please contact us
MY ACCOUNT IS SHOWING "EXPIRED"
Your Waiting List Registration has expired because it has been more than 12 months since you registered
If you no longer wish to stay our waiting list you don't need to do anything but if you wish to re-registered for a further 12 months you need to re-apply.
If you want to have your details removed from our system please Click Here
I'VE TRIED LOGGING IN BUT GET ...
You could be trying to apply for a dog before your account has been activated (it can take upto 24 hours to activate an account - longer at weekends) but we will email you when you have been activated so watch your In Box (or Spam Folder if it takes longer).
If you know your application has definitely been activated (we will have sent you an email) and you still can't log in, it means that there is a problem with your log in information.
If you registered more than 12 months ago your account will have expired - click here to Re-Register to get back on the waiting list or Here to have your details removed from our system
The Web Site is also split into areas and there are some parts which only certain Customer Groups can access - you will get this message if you are trying to access an area you are not authorised to do so
You have entered an incorrect user name and/or password, use the “Forgot your password?” Option to reset your account or Contact Us so we can see what the problem is. Often its a mispelling on your email address or you are using the wrong password. The Reset Email may go to your Spam Folder so if you haven't received it within a few minutes check there before contacting us
If your account is showing "Deactivated" please contact us during office hours - this means you have been removed from our system by request and we will need to manually put you back in
I'VE SEEN A DOG I LIKE BUT IT'S NOT IN MY AREA
You can apply for any dog, anywhere in the country, but priority will be given to those within a 2 hour radiius of the dog's current location
I'VE COMPLETED THE APPLICATION FORM BUT STILL CANNOT APPLY FOR A DOG
You need to wait for your account to be activated, this can take upto 24 hours (longer over weekends) You will be sent an email when activation has occured and your user account will state Active Waiting List Member. Please do not set up another account, it will not speed the activation process up and could lock you out of your existing account.
I'VE RECEIVED A LIST OF MATCHING DOGS BUT I'VE BEEN REFUSED FOR ONE/SOME OF THEM
The original match list shows you all the dogs all over the UK that match your preferences regarding Children, other dogs and cats. It doesn't take age preferences into account and therefore if you have put your preferred ages as younger or older than the dog in question you won't go through, even though the original email said you did. If you want to show an interest you will need to change your match preferences which you can do HERE
I'VE NOT RECEIVED THE PROMISED LIST OF MATCHING DOGS
Please check both your Spam and Junk folders as these often go into them, it could be that we have the wrong email address on file for you which you can check by Logging into Your Account and clicking on Manage personal data. You can re-request this list by clicking Here
I'VE RECEIVED A LIST OF MATCHING DOGS BUT THERE'S NO DOG'S ON IT
This is usually because your preferences are unrealistic. We very rarely get dogs aged under 2 and if we do there can be upto 75 successful interests. We don't get too many dogs that can go with children under 5 and even fewer that can be placed with cats. The very nature of a dog through a rescue is that there will always be a reason why the original owners can't keep it. Try to broaded your preferred age group and of course once you are registered we will email you details of any dog that does come up that matches your preferences. You can change your preferences by clicking HERE
I'VE APPLIED FOR A DOG BUT HAVEN'T HEARD FROM ANYONE
You should have received confirmation informing you if you have been forwarded to the rehomer or not. If you didn't get that email please check both your Spam and Junk filters. Our rehomer doesn't check through the applications until the dog has been listed for at least a week as this ensures we have a good cross section of homes available and the younger dogs can have up 75 successful applications which will take time to sort into a smaller shortlist and then select the successful family. You will be contacted directly from our rehomer if you are successful. Dogs are offered before being reserved and you can check the status of all our dogs on our UPDATE page
THE DOG I APPLIED FOR IS STILL LISTED - WHY HAVE I NOT HEARD?
The rehomer works through the dogs on a priority system, ensuring that those considered urgent or at risk are dealt with first. The others are looked at in between. It may well be that the rehomer hasn't had chance to even look at that dog yet so we appreciate your patience. The successful family is then background checked and if those checks are not successful she then has to start all over again.
HOW DO I KNOW IF MY APPLICATION HAS GONE THROUGH?
Once you have clicked the submit button you will taken to our thank you page. Please also check your email, you will receive 2 emails - one confirmation your applications has been received and a second explaining the process to you
HOW MUCH DO I HAVE TO PAY?
Our adoption fees vary in accordance with the dogs age and is currently:
CAN I SPONSOR A DOG
Yes, we a number of permanent fosters in our care which you either send a one of donation to or Sponsor them on a monthly subscription. Find out more infor about this HERE
CAN WE MEET THE DOG BEFORE WE APPLY FOR IT?
Sadly no, because many of these dogs are still with their families or in foster placement we are unable to send un-vetted families to people’s homes for obvious reasons. You need to apply for the dog (you must be registered to apply) and if you are successful we will allow you to meet the dog once we have run your background checks. The only exception to this is for dogs at our kennel in Midhurst, if you match with a dog here you will be invited to visit
CAN I SPEAK DIRECTLY TO THE REHOMER?
Sadly not, our rehomers decision has to be totally unbiased and therefore she has no direct number and is unable to call you unless she selects you as the most suitable family
HOW DO I KNOW THE VOLUNTEER IN MY HOME IS GENUINE?
HOW DO I BECOME A VOLUNTEER?
Click Become a Volunteer for information on how to help us as a volunteer, we are always looking for foster homes so please do let us know if you can help
WHAT DO THE ORDER STATUSES MEAN?
Because we use a pre-labeled eCommerce package - we have adapted the Status Headings to suit our needs as follows:
WHAT INFORMATION DO YOU HOLD ON ME
All information submitted during the application process is stored on our electronic system and only accessible by Bulldog Rescue staff. No credit card details are stored and payments are processed via a third party (PayPal) meaning that Bulldog Rescue have no access to them at any time unless supplied over the phone. At no time will any information we hold be shared with anyone outside of the charity and then only for the purposes for which you are registered. Recorded phone calls may be stored against your file for security purposes.
I WISH TO MAKE A COMPLAINT
COMPLAINTS PROCEEDURE: If you have a complaint about Bulldog Rescue please contact us
All other complaints must be made in writing addressed to the Trustees, Bulldog Rescue and Rehoming Trust, PO Box 18, Midhurst, West Sussex GU29 9YU or emailed via firstname.lastname@example.org
Your complaint will be presented by way of a report to the Trustees ahead of the next scheduled Trustee meeting and will be responded to as soon as the Trustees have had chance to discuss it
Please be aware that part of our transparancy policy allows members of the public to request details of all complaints made against the charity but your personal details will never be shared with the response to these requests.
I WISH TO REMOVE MYSELF FROM THE WAITING LIST
You can remove yourself at any time by clicking HERE
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Please note This forum was reset on 1st August 2020