Help and advice

However, we know that following the upgrade, when customers who needed to use our 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 us 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 our 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.

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

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

 

All your pet’s details are securely held on our database and new website – don’t worry, your data hasn’t been compromised or lost. If you have created an online account with the same email address you have used with us previously and believe there is information missing from your new online account such as your pet's, then we may just need to clean up some of your data first. The quickest way to get help is if you fill in the 'can't see your pet' form within your account. An example of this form can be found below- 

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.

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.

Online

• £19.95 includes Petlog Premium 
• £6 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
• £10 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.

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 £10 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 £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, 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 Dogs (England) Regulations 2015, 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

We understand that losing a pet is very distressing, and we are very sorry to hear about your loss. 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’

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.

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 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.

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

  
 

If your details have changed, such as your email address, your data will not have automatically matched and you will not automatically gain access to your authorised agent resources. You will need to apply for authorised agent access through our authorised agent registration form.

All your pet’s details are securely held on our database and new website – don’t worry, your data hasn’t been compromised or lost. If you have created an online account with the same email address you have used with us previously and believe there is information missing from your new online account such as your pet's, then we may just need to clean up some of your data first. The quickest way to get help is if you fill in the 'can't see your pet' form within your account. Our team will then verify your information so that your online account can be updated. 

If you are a new user, please use our step by step guide to create an account. 

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

If you are a breeder who already has an account with us, you can transfer a microchipped pet's keepership by logging into your account.

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 £19.95 (Petlog Premium) is payable by them to complete the transfer.

If you find you have made an error relating to: the microchip number, customer's title, initial, surname or address, you will need to contact us using the form within your account so that we can look into correcting this for you. Please be ready to quote your PIN number.

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.

If you need to update your organisation's details, such as an address or telephone number, please write to us on letter headed paper requesting these amends through our contact us facility or if you prefer, you can also submit your letter by fax to 01296 486725.

It is advisable that you also contact your microchip supplier to ensure that they too have your details up-to-date.

If you are an Animal Welfare organisation who already has a welfare account with us, you can transfer a microchipped pet's keepership by logging into your account.

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 our 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 on our contact us facility.

If you find a stray pet, or it has been passed on to you, please look up the microchip to check if it is recorded with us. If you have a PIN or vet code, you will then be able to log into your account and retrieve the details.

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.

If your client's pet has a microchip that is recorded with our database, please log in to your account and use the microchip lookup tool to report the pet as missing.

Alternatively, for enquiries regarding lost or found pets please contact our 24/7 lost and found number on 01296 737600.