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Petlog pricing change FAQ

We’ve been receiving a lot of incoming calls from pet owners, rescues and veterinary practices on the Petlog pricing changes. We’re sharing some of our internal Q and A’s prepared for our team answering questions. If you need any help please reach out on 0800 368 4150 or email support@mypethq.io

Veterinary Team Resource: Microchip FAQs

Common Pet Owner Questions

Q: Will Petlog delete my details if I don't pay the subscription?

The Short Answer: No.

If you cancel a subscription with the likes of Petlog or Identi who charge a subscription to update your details, you don't need a subscription for your details to remain on the database, so if they have your details correct, you don't need to subscribe. You may lose access to view or edit the data.

Note: Petlog / Identi may change this at any point.

Q: Do I have to subscribe to a Petlog plan just to update my details?

Our understanding is yes, you'll need a subscription. In discussing with Petlog customers over this week, they appear to be pushing the new £39 but you can ask for the £15 package.

Q: Can I move to another database?

Yes, as long as you're the current registered keeper, you can request a move to another database. Contact your existing database. (Offer to send customer a link to our support centre article)

Q: Can I pay Petlog for 1 year and then cancel?

Our understanding at the moment is yes. We've heard so far there is no way to cancel the subscription on the Petlog website. (This is similar to Identi who they're in partnership with, so you have to ring to cancel.)

Many of the newer bank cards also allow you to block companies, if you don't want them taking any more money.

Q: Does my vet update the database for me?

The short answer: No.

This is a common misconception. While your vet updates your clinical records at the practice, they do not have access to change your details on your microchip database. It is the owner's legal responsibility to ensure the database holds their current contact information.

Q: I don't know which database I am currently on.

We can check that for you now, or we can send you a link to our website https://app.mypethq.io/ where you'll be able to check

Veterinary & Implanter Scenarios

Q: New owner is unhappy with fees. What can they do?

The Short Answer: They can switch immediately.

If a new owner is claiming a transfer code and is faced with unexpected subscription fees, they are not legally obliged to complete the registration with that specific provider.

They can instead register the microchip number directly with an alternative compliant database (like MyPet).

To do this the owner can contact the existing microchip database and ask them to transfer to their chosen provider.

Q: Can we register our stock elsewhere?

The Short Answer: Yes.

Microchips are hardware and are not technically locked to a specific database provider. Even if you have stock from a specific manufacturer, you can transfer them to your new database.

MyPet is currently doing this free of charge for customers because of this sudden Petlog change.

To do this contact support@mypethq.io and we'll guide you through the process.

Q: Does switching affect Breeder License compliance?

The Short Answer: No.

Local Authority breeding licenses require puppies to be microchipped and registered on a compliant database before sale. They do not specify which database must be used.

As long as the database is on the government-approved list (like MyPet), you are fully compliant with licensing regulations.

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