
Please click on one of the following links for more help and advice:
Statement from Petlog 30 March 2021
We apologise to customers for the problems that have emerged following the recent upgrade to Petlog’s website and for any worry this has caused.
The whole point of Petlog is to provide pet owners with peace of mind that they can be reunited with their much loved pet if it goes missing and we would like to offer our reassurance that our ability to do this is unaffected and all pets’ details remain securely on our database.
Continue reading our statement
However, we know that following the upgrade, when customers who needed to use the database were asked to verify their email address, some were unable to view their pets’ details online, causing understandable concern and anxiety.
The reason for this is that some customer details, such as a name or title, may have changed or been inputted differently, since the pet was first registered and we need to verify the customers’ identity, so their data is fully protected. This is the same as a bank asking customers to verify their details before they let them view their online account, but the customer remains able to withdraw their money. In the same way, we reassure customers that our ability to reunite lost or stolen pets registered with Petlog remains the same, whilst they wait for their details to be verified and visible online.
We are working hard to verify customer details as quickly as possible but we ask people to bear with us as this process may take a little time.
The quickest way for us to verify your details and make your information visible is for you to fill in the ‘can’t see my pet’ form in your online account. Whilst we are increasing the number of customer service staff and have extended the hours of our customer service phonelines, we are experiencing much higher than usual call volumes and apologise for the long waiting times. Customers needing to mark their pet as lost or stolen should call our separate 24/7 lost and found line.
We would also like to give peace of mind to our customers that pets remain securely attached to their named keepers on our reunification database, following an incident that has caused some concern. Human error resulted in an incorrect record displaying to a customer online. We give our assurance that the correct record, linking dog and owner, is still securely on our reunification database.
It is possible for this situation to occur for example should a third party implanter type an incorrect email address, which happens to belong to another Petlog customer, into a record. This would result in the wrong record surfacing when that email address is used to locate that pet’s record online. We are extremely sorry for any concern caused.
We are investigating whether additional security protocols could help prevent this happening again and we are keeping the ICO (Information Commissioner’s Office) fully informed as a precautionary measure.
We are fully investigating any other concerns about how details are presenting in online accounts and will keep our customers updated. One important point - which is separate from any issues arising from Petlog’s online upgrade - is that if a keeper has not updated their records, the previous keeper’s details (such as the original breeder or rescue centre) will still be registered on the system and therefore will be the only person who can legally be contacted about the pet in the event of it going missing. We do not want these situations to cause alarm because of a belief that a Petlog problem is preventing people from being reunited with their beloved pets. This type of situation would be the case on any microchip database and we urge pet owners to keep their details up to date in order to ensure swift reunification. You can transfer keepership online.
Further information and a step-by-step guide to navigating your online account is available below.
Online account
How to create an account
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 account

How to change your password
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
Forgotten password
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

What do I do if I can't see my data, such as pets?

Our team will then verify your information so that your online account can be updated. The process of verifying customer details may take a little time, but we are trying to get these resolved as soon as we can. We thank you for your patience and ask that you only complete this form once so we can complete the process more quickly.
How long will it take to see my data, such as pets?
Fees
Transfer of Keepership
Online
- £17 includes Petlog Premium
- £6 basic
Call us on 01296 336 579 Monday - Friday 10am - 4pm
- £17 includes Petlog Premium
Change of address
Online
Upgrade to Petlog Premium for £17 and you can update your address at any time with no additional cost.
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 Petlog is able to communicate with you regarding any changes to our services.
Phone
Call us on 01296 336 579 Monday - Friday 10am - 4pm
- £10 administration fee is applied each time
- Upgrade to Petlog Premium for £17 and make unlimited changes
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 Petlog is able to communicate with you regarding any changes to our services.
Petlog Premium
An upgrade to Petlog Premium is non-transferable in the event that the pet’s registered keepership changes hands.
Why is there a charge to change my details?
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 found pets.
Petlog offers a Premium package for a one-off fee of £17. 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.
Petlog is only one of a number of government compliant pet microchipping databases; all of which have similar charges to support pet keepers over the lifetime of their pet.
Pet keeper
My details have changed?
Each change of address incurs an administrative fee of £10 unless at least one of your pet's 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 £10 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, you can either email or call 01296 336579. 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 10am to 4pm, Monday - Friday, excluding Bank holidays.
You can update your telephone contacts at any time free of charge.
My name has changed by marriage or deed poll, how do I update my name?
How do I upgrade to Petlog Premium
You can choose to upgrade to Petlog Premium by following the following steps:
- Go to the right-hand corner and click 'login'
- On the left-hand navigation, go down to ‘manage pets’
- Click on the pet you would like to upgrade
- Click on upgrade to Petlog Premium
How do I update my pet's details?
2. On the left-hand navigation, go down to ‘manage pets’
3. Click on the pet you would like to update
How can I notify Petlog that my pet has passed away?
- Go to the right-hand corner and click 'login'
- On the left-hand navigation, go down to ‘manage pets’
- Click on the pet you would like to update
- Click on ‘report pet as deceased’
My pet has gone to a new home/rehomed, how do I transfer keepership update the microchip?
If you are the new keeper and you know the chip number, pet name, species, breed and sex, you will then be able to change the pet into your name that way.
Can I record an overseas microchip with Petlog?
The overseas microchip application fee is £17 per pet which includes Petlog Premium.
I want to move my pet's microchip to Petlog
If there are any problems, please contact us on 01296 336579 and we will happily assist you.
How can I find where my pet's microchip number is stored?
- Welcome email or letter from Petlog
- 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.
Lost and found
How do I notify Petlog my pet is missing?
- Go to the right-hand corner and click 'login'
- On the left-hand navigation, go down to ‘manage pets’
- Click on the pet you would like to update
- Click on ‘report pet lost’
Once your pet is marked as lost, animal professionals will see these details on your record, should they find your pet.
What should I do if I have found a pet?
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.
What happens if my pet is lost or stolen before my online account is verified?
Implanters and Welfare
Step 1: create an account click here for a 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 organisations details (example forename The Kennel and surname Club)

9. Sign up to preferences

10. Go to your account

Step 2: my account doesn't let me register a microchip?
Step 3: what do I do if I can't see my data, such as pets?

Other frequently asked questions for implanters and welfare organisations
How do I record a new microchip on Petlog?
1. Make sure you are logged into your account. Click on your name and select “manage account” from the drop down

2. Select “register a microchip”

3. Input the chip number and click validate. If there is no error message shown, read the declaration, click the box to confirm consent and and select “next”

4. Input the pet and keeper details. Click on “submit”

5. You will then then be able to choose to do another chip or go back to your account
Welfare rehoming - transferring keepership of a pet to your organisation or a keeper
1. Make sure you are logged into your account. Click on your name and select “manage account” from the drop down

2. Select “rehome a pet”

3. Input the chip number and click look up. If the microchip number is recorded on Petlog the following message will appear. Click the message.

4. Read the agent agreement. Select your reason for looking up the microchip buy clicking in the tick box. Select the save changes button.

5. You will then be able to view the pet information held on Petlog. Select rehome a pet.
6. Select if you are rehoming the pet to a new keeper of your own organisation. Confirm your agreement to the declaration. Click submit.

I am a breeder and need to transfer keepership?
Once inside your account, you will be able to transfer a pet's keepership into your new keeper’s name and address. In order to do this, you will need the microchip number of the pet in question.
The new owner will then receive an email requesting them to confirm their information and create an account. A fee of £6 (Petlog Basic) or £17 (Petlog Premium) is payable by them to complete the transfer.
I am an implanter and have recorded my client's details incorrectly. How do I correct them?
Please be aware that the customer will be given the opportunity to check and correct all other information themselves within their Petlog online account, but they could incur a cost if the details were not submitted correctly. These steps are advised on the customer's welcome paperwork.
How do I update my organisation's details?
It is advisable that you also contact your microchip supplier to ensure that they too have your details up-to-date.
We are an Animal Welfare organisation, how do we transfer a pet's keepership?
Once inside your account, you will be able to transfer a pet's keepership into your organisation's name and address, or from your organisation to a member of the public. In order to do this, you will need the microchip number of the pet in question.
If you are not a welfare organisation with an existing Petlog Welfare account, please view the Petlog terms/conditions to see if your welfare organisation meets these. If you feel your welfare organisation meets our terms/conditions, please submit your application on your letter headed paper via email.
What should I do if a stray pet has been passed to me?
If you do not have a valid PIN or vet code, please take the animal to a Veterinary Practice, Welfare Organisation, Local Authority/Council or by a privately trained animal professional that does.
Find out more on what to do with a stray pet.
My client's pet has gone missing, how can I advise Petlog?
Alternatively, for enquiries regarding lost or found pets please contact our 24/7 lost and found number on 01296 737600.