Troubleshooting
Here are the most common issues you may encounter during microchip registration and how to resolve them.
Microchip Not Prepaid
What it means: PetLink reported that the microchip is not prepaid and may require payment.
How to fix:
- Review the PetLink response in PawPlacer for payment amount, payment ID, and promo details
- Follow up in PetLink if payment is due
- Submit from PawPlacer when the registration details are correct
Microchip Already Registered
What it means: The microchip is already linked to a record in PetLink's system; this is common with shelter intakes where the previous owner registered the microchip.
How to fix:
Option 1: Submit transfer from PawPlacer:
- Review the pet and owner details
- Click Submit Transfer
- Review the PetLink response
Option 2: Contact PetLink support if PetLink rejects the transfer:
- Call 1-877-PETLINK (1-877-738-5465)
- Provide proof of ownership: adoption records, vet records, or intake documentation
- PetLink can confirm whether the account and chip are eligible for transfer
Transfers are only available for eligible Animal Professional accounts. Vet accounts cannot submit transfers.
If PetLink returns sameOwner, the chip is already associated with the same owner context in PetLink. PawPlacer treats this as a rejected transfer and keeps the PetLink response on the registration.
Common Transfer Scenarios
| Scenario | Recommended Approach |
|---|---|
| Shelter intake with existing chip | Submit transfer if eligible; otherwise contact PetLink with intake documentation |
| Adoption return | Submit transfer if eligible; otherwise previous adopter transfers back or contact PetLink |
| Rescue transfer from another organization | Submit transfer if eligible; otherwise previous org transfers or contact PetLink |
Owner Email Account Type Error
What it means: The email address you entered is registered in PetLink as a Shelter or Veterinarian account, not a Pet Owner account.
How to fix: Use a different email address for the pet owner. If the adopter's email is associated with a shelter/vet account in PetLink, ask them for an alternative personal email.
Microchip Code Rejected
What it means: The code doesn't match PetLink's expected format.
How to fix: PetLink accepts 9, 10, or 15 digit microchip numbers; check for:
- Typos or transposed digits
- Missing or extra digits
- Spaces or punctuation in the number
PetLink Support
For issues that can't be resolved in PawPlacer:
- Phone: 1-877-PETLINK (1-877-738-5465)
- Website: petlink.net/support
- Hours: Monday–Friday, 8am–8pm ET
Have ready: microchip number, proof of ownership, and your shelter account information.