Troubleshooting
Here are the most common issues you may encounter during microchip registration and how to resolve them.
Microchip Not Prepaid
What it means: The microchip code is valid but hasn't been paid for; PawPlacer only supports prepaid microchip registration.
How to fix:
- Contact the microchip vendor (HomeAgain, AKC Reunite, etc.) to confirm the microchip's prepaid status
- If payment is needed, complete it through the vendor
- Return to PawPlacer and click Validate Microchip again
Microchip Already Registered
What it means: The microchip is already linked to another owner in PetLink's system; this is common with shelter intakes where the previous owner registered the microchip.
How to fix:
Option 1: Previous owner transfers:
- Contact the previous owner (if known)
- Ask them to log into petlink.net
- They navigate to their pet's record and click "Transfer Pet"
- They enter the new owner's email to complete the transfer
Option 2: Contact PetLink support:
- Call 1-877-PETLINK (1-877-738-5465)
- Provide proof of ownership: adoption records, vet records, or intake documentation
- PetLink will process the transfer
After the transfer completes, return to PawPlacer and click Validate Microchip again. The chip should now validate successfully.
Common Transfer Scenarios
| Scenario | Recommended Approach |
|---|---|
| Shelter intake with existing chip | Contact PetLink with intake documentation |
| Adoption return | Previous adopter transfers back, or contact PetLink |
| Rescue transfer from another organization | 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 codes must be exactly 15 digits and start with "981"; check for:
- Typos or transposed digits
- Missing or extra digits
- Codes that don't start with "981" (those may belong to a different registry)
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.