Petlog no replies to queries

mr_ottermole

Hello I bought two premium petlog registrations for my two cats back in 2013.  After seeing the issues with their website I tried to re-register them but was told that my cats weren't on the petlog database and to look up the chips on a website which tells me where the chips are registered.  I used the website and it told me both cats are registered with petlog!!!

I have emailed petlog sent them copied of the letters and registration certificates sent by petlog but have had no reply at all.  It appears I am now stuck in limbo with two chipped cats who don't appear to be registered anywhere!!

Does anyone know what my options are?  I've tried the register form which is where I was told my cats aren't on the database and have no idea what to do now.  I know it's law to have your cats chipped but what's the point when the database owners deny they are registered even though I paid for the premium service!  Thanks!

sheramber

There is no law that cats need to be chipped, only dogs.
Did you log into Petlog UK.
 The website for Petlog is the American one. You need the Petlog UK  one.

mr_ottermole

sheramber said:

There is no law that cats need to be chipped, only dogs.
Did you log into Petlog UK.
 The website for Petlog is the American one. You need the Petlog UK  one.

I was on this site https://www.petlog.org.uk/ and they deny all knowledge of my cats!  I thought I had read that it was going to be law that cats are chipped so might be wrong there.  The main issue is I've paid for a premium service and yet they say they have no record of my cats even though I have the paperwork to prove it. It's very frustrating and I feel conned as they are happy to take my money but then say I'm not registered with them and then not bother replying to my questions!

Thanks for advice

donnac2558

Yes, they are bringing out a law cats need to be chipped.

Many people have their cats chipped anyway.   My vet said I should get it done with my kitten last year and I did.  It was not with Petlog. 

Can you take your cats to the vet and see if the chip really is active and what details are showing?  Perhaps because of the problems the company is having it might take them a while to reply to your email?

mr_ottermole

donnac2558 said:

Yes, they are bringing out a law cats need to be chipped.

Many people have their cats chipped anyway.   My vet said I should get it done with my kitten last year and I did.  It was not with Petlog. 

Can you take your cats to the vet and see if the chip really is active and what details are showing?  Perhaps because of the problems the company is having it might take them a while to reply to your email?

Thanks my cats were rescue and were already chipped so had no choice with petlog but I will get the chips checked next time they go (they don't like the vets and one is prone to having fits as he works homes up so much about being in his box so won't be making a specific trip!)

sheramber

Have you completed the ' Can't see your pet' form.
FAQ.
What do I do if I can't see my data, such as pets?

All your pet’s details are securely held on the Petlog 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 Petlog 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.

mr_ottermole

sheramber said:

Have you completed the ' Can't see your pet' form.
FAQ.
What do I do if I can't see my data, such as pets?

All your pet’s details are securely held on the Petlog 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 Petlog 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.

Thanks yes I have and this is where they said they couldn't find my cats!

sheramber

A chat bot popped up when I was on the Petlog UK website.
Have you tried using that to actually connect with someone?

mr_ottermole

sheramber said:

A chat bot popped up when I was on the Petlog UK website.
Have you tried using that to actually connect with someone?

No not tried that one will do thanks!

MovingForwards

mr_ottermole said:

donnac2558 said:

Yes, they are bringing out a law cats need to be chipped.

Many people have their cats chipped anyway.   My vet said I should get it done with my kitten last year and I did.  It was not with Petlog. 

Can you take your cats to the vet and see if the chip really is active and what details are showing?  Perhaps because of the problems the company is having it might take them a while to reply to your email?

Thanks my cats were rescue and were already chipped so had no choice with petlog but I will get the chips checked next time they go (they don't like the vets and one is prone to having fits as he works homes up so much about being in his box so won't be making a specific trip!)

If the vet scans and there's no details and petlog can't trace anything get them rechipped, depending on your vet there may be a special offer for reduced prices.

sheramber

Which doesn't stop the first chip being pick up on a scan and  found to be not registered so the owner is not traced.
Once a chip has been found it would not be normal to look for another one.