“We are sorry that some Petlog customers are still experiencing online account issues following our website update" - Petlog.

Customers still experiencing issues following website update. 

Petlog has apologised to its customers after reports that many people can still not see details of their registered pets in their online accounts. 

In March, Petlog asked its customers to create a new account after an update to its website meant that some people were able to see details of other pet owners.

Petlog, which is overseen by the Kennel Club, states that its database remains secure. But it appears that some customers are still experiencing issues with their accounts.

One owner told BBC News that he had repeatedly filled in forms, at the request of Petlog, to gain access to his dog’s details, but had received no response. After a while, Petlog told the owner that his details were incorrect and that he must complete a “keepership form”.

Petlog charged him £17, despite him updating his details on the website when his address changed. He said: "They suggest it is your fault. They are either dreadfully understaffed or the issue is far worse than they are letting on."

There are also several complaints on Petlog's Facebook page, including:

• a cat owner who went onto the site to register her pet but found that it was listed as a French bulldog
• an owner of four dogs, of which only one was listed, and incorrectly listed as a crossbreed
  
• a microchip implanter who cannot access her account because it has been allocated to someone else. 
  

A Petlog spokesperson said the vast majority of Petlog customers can now view their pets in their online accounts but stressed there remain instances where manual verification of details is necessary. 

The spokesperson said: “We are sorry that some Petlog customers are still experiencing online account issues following our website update. While a very small proportion of customers will be unable to immediately view their pet’s record after setting up a new online account, as we need to verify their details before making the record visible, this is no way affects the information held on our database or our 24/7 reunification service.

“We have made improvements to speed up this verification process, but of course there will always be cases, as additional customers set up their online accounts, where manual verification of information is required in order to protect data before we can make their records visible."

It added that it is aware that some records continue to need updating once online accounts are set up. If customers cannot see the correct information, this could be because the third-party information provided to Petlog needs updating.

It continued: “Most commonly, and familiar to all microchip databases, a pet will not be visible to a customer because it is registered in their spouse’s name or an application was never made to transfer keepership of the pet from a previous owner, breeder or rescue centre. 

“If details haven’t been checked this may only become apparent when an online account is set up, which is increasing the volumes of calls and enquiries to Petlog. We apologise for delays reaching our customer service team – we have increased our resource to support higher levels of customer contact from those requiring online account set-up help – but our dedicated 24/7 lost and found line and reunification service is operating as usual.”

Petlog said that any issues experienced by vets are being prioritised and that step-by-step guides for authorised agents are available on its website.