Help centre: Pet keeper

We've realised that email isn't always the best way to handle all the different questions we get. So, we've upgraded our system! Now, we have a new customer relationship management system and services like webchat to make sure your queries are taken care of quickly. If you prefer speaking to someone directly, just give our Call Centre a ring during business hours at 01296 336579.

For reporting lost or found pets, our hotline is available 24/7 at 01296 737600.

At Petlog, we take the security of your pet's information very seriously. You can find detailed information about how welfare organisations can access data on our website here. Every application is carefully reviewed by our knowledgeable and experienced team. We're committed to ensuring your pet's information is handled with the utmost care.

If you have not created an online account on our new website, please use our step by step guide:

1. Go to the right-hand corner and click 'login'

2. Click 'sign up now'

 















3. Enter your email address

4. Click 'send verification code'

5. Look in your inbox for a six-digit code

6. Click 'verify code'

7. Choose a password

8. Enter your details for your account
























9. Sign up to preferences

 















10. Go to your online account

If you have not created an online account on our new website since March 2021 then you will need to follow our step by step guide below. You do not need to re-register your pet with us and we would like to reassure customers that all pets, and owner details, remain securely registered on our database. Even if you have not completed the set-up and verification of your new online account, reunification is not impacted.

1. Go to the right-hand corner and click 'login'

 


2. On the left-hand navigation, go down to 'update password'

 












3. Enter your email address

 













4. Confirm the verification code

5. Enter a new password

6. Your password will be updated

1. Go to the right-hand corner and click 'login'

 

2. Click on 'forgot your password?'

 














3. Enter your email address

 










4. Confirm the verification code

 
5. Enter a new password

We reassure customers that their pets are safely recorded on the Petlog database. However some customers, whose details may have changed or never been checked since their pet was first entered on the database, may be initially unable to view their pet’s record when setting up their new online account. This may be because further verification of their details is needed in order to complete the set-up.

The quickest way to verify your information and complete the set-up of your new online account is to login, click on Manage Account and then your dashboard will appear on the left-hand side, go to your dashboard and fill in our ‘can't see my pets in my account’ form.

Please ensure you have your microchip number to prevent any delays.

Our team will review your details so your online account can be updated and all of the information about your pet can be displayed. Please bear with us, we are working hard to verify customer details as quickly as possible and thank you for your patience. Be assured that your pet remains safely registered on our microchipping database and this online verification does not impact our reunification services.

We are sorry for the delays you are experiencing. The process of verifying customer details may take a little time and we are working to get these resolved as soon as possible. We thank you for your patience and ask that you only complete this form once.

If you are a family member we will be able to process this free of charge for you. We will require a copy of the death certificate in order to process this.

If you have changed your email address since registering your pet, you will need to create a new online account with your new email address. Once you have created a new online account, initially you’ll be unable to view your pet’s record because further verification of your details will be needed in order to complete set-up. Please complete the “Can’t see my pets” form within your online account. You will need the microchip number/s for your pet/s. Once you have entered in your details, and we have verified these, your pets will be displayed.

Be assured that your pet remains safely recorded on our microchipping database and this verification process and online account set-up does not impact our reunification services.

If your name has changed due to marriage or deed poll, please complete our change of name form.

To change the name of the keeper, please use our transfer of keepership form.

To change your telephone number, follow the steps below:

• Login to your account
• Go to the dashboard
• Click contact details
• Add or edit your telephone number

To notify us your pet has passed away, follow the following steps:

1. Go to the right-hand corner and click 'login'
2. On the left-hand navigation, go down to ‘manage pets’
3. Click on the pet you would like to update
4. Click on ‘report pet as deceased’

Inline with Petlog’s purpose as a database to record the keepership and primary residence of your pet, should they ever go missing/become subject to theft, we will deactivate your pet’s record and your pet’s details will no longer be visible within your account. Information will retain on our database. 

We understand that losing a pet is very distressing, and we are very sorry to hear about your loss. If you would like to access further support during this difficult time, the following welfare charities can offer some advice:

• RSPCA 
• Blue Cross 
• Cats Protection League 

When you have logged in to your account, you can edit any of the following items from the dashboard:

• Pet name
• Species
• Kennel Club registration number
• Breed/Crossbreed
• Date of birth
• Sex
• Colour
• Neutered
• Telephone number
• Address

To update your name, please complete our change of name form.
If you have an error with a microchip number, please ask the implanter to provide us with the correct information.

To protect your personal data, your account has been locked for security reasons.

Before we can unlock your account, please complete our KC101 form.

An attorney that has Lasting Power of Attorney (property and financial affairs) would be able to have their details added to the microchip record as 2nd carer. Please note we would need a copy of the Power of Attorney or LPA Access Code and it would need to be (property and financial affairs) not Health and Welfare. The attorney needs to be listed as one of the attorneys on the LPA.

Submit the Lasting Power of Attorney form/LPA Access Code to us.

It is now compulsory by law for all dogs to be microchipped by the age of 8 weeks and recorded in the first keeper's name. Microchipping and reunification are only effective if you keep your contact details up to date.

Each change of address incurs an administrative fee of £12 unless at least one of your pets is upgraded to Petlog Premium, in which case there is no charge. To update your details follow the following steps:

1. Go to the right-hand corner and click 'login'
2. On the left-hand navigation, go down to ‘contact details’
3. Either update your details once for £12 or upgrade to Petlog Premium to give you unlimited changes for the life of your pet.

If you have been unable to do this within your account, then please contact us. Please note that we can only speak to the registered keeper on the account supplied at point of microchipping to update details over the telephone. Phone lines are open 9am to 5pm, Monday - Friday, excluding Bank holidays.

You can update your telephone contacts at any time free of charge.

If your name has changed due to marriage or deed poll and you would like to update your pet’s records please complete our online form.

Petlog Premium gives you the best chance of finding your pet should they go missing. For a single fee of £19.95, Petlog Premium helps you keep your records up to date for the lifetime of your pet whilst in your keepership. Microchipping is only effective if your contact details are accurate.

You can choose to upgrade to Petlog Premium by following the following steps:

1. Go to the right-hand corner and click 'login'
2. On the left-hand navigation, go down to ‘manage pets’
3. Click on the pet you would like to upgrade
4. Click on upgrade to Petlog Premium

An upgrade to Petlog Premium is non-transferable to another person in the event that the pet’s registered keepership changes hands.

Ownership is the state of having complete legal control of the status of something. Keepership is the position of a being the named keeper or guardian. It can also include ownership, but being a registered keeper, does not, on its own legally denote ownership.

As a government compliant database, all of our operations adhere to The Microchipping of Cats and Dogs (England) Regulations 2023, made under section 12 of The Animal Welfare Act 2006.

These regulations require Petlog to keep the name, address and telephone number of the keeper of the pet alongside a dog's microchip number so that your dog can be returned home if it is ever lost or stolen.

The full details of these regulations can be viewed over on the gov.co.uk website. However, under section 2 "Interpretation"; it states that “keeper” in relation to most dogs means "the person with whom [the dog] normally resides". To ensure adherence to these regulations and for ease of communication, Petlog has adopted this terminology for all pets recorded on our database.

Petlog is not a legal body. We cannot make any adjudication on any dispute over legal ownership for any pets. In the event of a dispute over the transfer of keepership of a pet registered on Petlog. Or if there is an ownership dispute, we will mark the record as disputed, locking the record and preventing any further activity. Petlog remains neutral in any ownership dispute and will update the registered keepership upon confirmation of any court decision and/or settlement of the dispute.

Unfortunately, we cannot advise directly on any specific cases other than suggesting that you seek independent legal advice.

1. Go to the right-hand corner and click 'login'
2. On the left-hand navigation, go down to ‘manage pets’
3. Click on the pet you would like to update

If you need to close your online account, please complete our closing account form. A member of the team will be in contact within 30 days to confirm the online account closure.

If your pet is going to a new home, you need to locate your pet within your account and start the transfer of keepership process. The new keeper will then receive details to create an account to complete the process. The pet will remain visible in your account until the new keeper completes the transfer. 

If you are the new keeper and you know the chip number, pet name, species, breed and sex, you will then be able to update the details held against the microchip that way.

Please note: Microchips are implanted into pets to help return them home, should they become lost of stolen. It is not proof of ownership however, it maybe one of the factors taken into account if ownership is disputed. The simplest and easiest way to transfer keepership is to contact the previous keeper and have them start the process from their online account. If for any reason you cannot do this, please contact our call centre for further advice on your specific circumstances.

Recording a pet with an unregistered microchip on our database can be completed by submitting an online application form.

The unregistered microchip application fee is £19.95 per pet which includes Petlog Premium.

We are sorry you’ve decided to leave Petlog.

Please complete the transfer to a new database form to confirm your details.

A member of the team will be in contact within 30 working days to faciliate this process.

If your pet is recorded with another UK microchip database, you can apply to have your pet recorded with us. You will need to ask permission from your current database before moving.

If there are any problems, please contact us or call us on 01296 336579 and we will happily assist you.

Your microchip number is usually 15 digits and is a vital part of data security for you and your pet. The microchip number is sent to you once your pet has been recorded onto our database and can be found in the following documents:

• Welcome email or letter from us
• A receipt or barcode given to you at the time of microchipping or rehoming

Please note: If you have just had your pet microchipped or recorded into your name, please allow up to 5 days for postal confirmation if you did not provide an email address.

If you do not have any of the above paperwork, you can organise to have your pet scanned at your veterinary practice, welfare organisation, local authority/council or by a privately trained animal professional, and then use our 'Look Up a Microchip service' to check which database your pet’s microchip is held.

At present it is not possible on our website to download/print your pet’s registration details held in our database. If you need such a document for any official purpose such as a pet passport, please contact us to request a PDF. Please ensure you include the microchip number and name of your pet in the email. Your PDF will be sent to you within 14 days. We cannot process requests over the telephone.

If you are unsure about which database your pet is registered on, please use our microchip lookup tool.

This will tell you which service provider you need to contact.

Online

• £19.95 includes Petlog Premium 
• £12 basic

Phone

Call us on 01296 336 579 Monday - Friday 9am - 5pm

• £19.95 includes Petlog Premium 

Please note, changes to your pet’s details can be made free of charge through your online account. You can also update your email address, mobile and daytime telephone number, as it is important that we are able to communicate with you regarding any changes to our services.

Online

• £19.95 includes Petlog Premium
• £12 basic

Phone
Call us on 01296 336 579 Monday - Friday 9am - 5pm

• £19.95 includes Petlog Premium

Upgrade for £19.95 online through your account or via phone on 01296 336 579 Monday - Friday 9am - 5pm

An upgrade to Petlog Premium is non-transferable in the event that the pet’s registered keepership changes hands.

The cost paid when a pet is microchipped includes the cost of the microchip, the implanter’s time, as well as registration on a database for the lifetime of the pet; be that 10 or 20 years or more. Only a very small percentage of this fee contributes to the database services which includes a 24/7 reunification service for lost and found pets.

We offer a Petlog Premium package for a one-off fee of £19.95. This allows the pet keeper to update their records as many times as is needed throughout the lifetime of their pet – that would be less than £2 per year. We don’t believe this is too much to pay for the peace of mind of knowing a pet is far more likely to be returned home if it went missing.

We are only one of a number of government compliant reunification databases for microchipped pets; all of which have similar charges to support pet keepers over the lifetime of their pet.

We believe in offering the best service and value for our customers, therefore we defer income to maintain our lifetime service promise.  In addition to this, from our inception, Petlog has been dedicated to supporting the animal welfare sector and promoting responsible pet keepership.  As such we dedicate significant resource every month to  providing welfare organisations, such as Dogs Trust, Battersea Dogs and Cats Homes, RSPCA The Kennel Club’s Breed Rescue and many other smaller welfare organisations the support to access our database and welfare rehoming services for free.

If your microchipped pet has gone missing, please update us immediately by following the following steps:

1. Go to the right-hand corner and click 'login'
2. On the left-hand navigation, go down to ‘manage pets’
3. Click on the pet you would like to update
4. Click on ‘report pet lost’

If you are experiencing problems with marking your pet as lost please call us on 01296 737600.

Once your pet is marked as lost, animal professionals will see these details on your record, should they find your pet.

If you have found your missing pet after previously recording it as lost, please report this to us through your account.

If you have found a stray pet, first check whether the pet has an identification tag with contact details on. If it does, try contacting the keeper.

If you do not have any of the above paperwork you can organise to have your pet scanned at your Veterinary Practice, Welfare Organisation, Local Authority/Council or by a privately trained animal professional, and then use our 'look up a microchip service' to check which database your pet’s microchip is held. It is a legal requirement for found dogs to be reported to the Local Authority/Council Animal Warden.

Please click here for further information on what to do with a stray pet.

All pets are safely on our microchip database and in the event of a pet going missing, reunification will not be affected. Our existing services continue to run as normal, including our 24/7 lost and found line, whether or not a pet owner has verified their email and accessed their new online account.

If you have found your missing pet after previously recording it as lost, please report this to us by logging into your account.

If you have found a stray pet, first check whether the pet has an identification tag with contact details on. If it does, try contacting the keeper.

If you do not know the microchip number for the pet, you can arrange to have them scanned at a Veterinary Practice, Welfare Organisation, Local Authority/Council or by a privately trained animal professional, and then use our look up a microchip page to check which database the pet’s microchip details are held.

It is a legal requirement for found dogs to be reported to the Local Authority/Council Animal Warden.

Please see our lost and found page for more details about what to do with a stray pet.

To mark your pet as Stolen, please call our 24-hour priority number: 01296 737600.

We will require the following information:

• Police Officer's Name
• Police Station Contact Number
• Reporting Police Station
• Crime Reference Number

More advice can be found on our lost pets page.

To register a foreign pet, first check that it is not held with another database by using our microchip look up tool.

If it isn't already on another database, you can register it with us using our overseas form.

There is a standard fee of £19.95. This includes all Petlog Premium benefits.

We understand that issues can arise regarding pet ownership and/or keepership and the worry and distress this can cause, particularly where a pet is missing or stolen, or where disputes arise over the ownership/sale of a pet, or the rehoming of a pet.

You can find out more about the steps you can take, and other important information on our dispute page.

If the website is not allowing you to make a payment, please fill out the payment problems form so we can investigate.