Welcome to the Help Centre

Have a question or a little unsure what to do, then hopefully we can provide the right support and guidance for you here. We have compiled below the answers and help for some of the most common questions or problems.

How do I register my pet's microchip?

If you have recently had your pet microchipped it’s important they are registered as soon as possible.

The quickest and easiest way to register your pet’s microchip is online. You will need your microchip number and a vet code to complete the form (if you’re unsure what the vet code is, just ask the vet who implanted the microchip). Have all of this to hand? PLEASE CLICK HERE TO REGISTER NOW.

Don’t have everything you need to register online? Please download and complete a registration form. Once we have received your registration we will send you a certification as confirmation.

For added security why not join our enhanced pet reuniting service, identibase Premium. Lost pets on identibase are TWICE AS LIKELY TO BE FOUND with identibase premium*. During the first 28 days of registration you can take advantage of identibase Premium at a discounted price of £17.95 (standard price is £20.95). This is a one-off cost, with a lifetime benefit for you and your beloved pet. For more information, please call the identibase team on 01904 487600 and we will be happy to help.

 

*identibase data for lost pets from 22/11/2011 to 10/05/2018).

Protect your pet with identibase Premium

Did you know, lost pets on identibase are twice as likely to be reunited with identibase Premium?*

At identibase, we know your pet means the world to you and should the worst happen and they go missing, it can be very distressing. That’s why we created identibase Premium!

identibase Premium is an enhanced pet reuniting service. One simple call to our 24-hour helpline and we will alert local vets, rescue centres, charities and wardens in your area. We will even create ‘Lost’ posters on your behalf so that you can display them locally, to give you the best chance of being reunited with your loved one. 

As a Premium member, you can also make unlimited amendments to your pet's microchip record (don’t forget this is a legal requirement if your pet is a dog!). You can even add contact information for day care services and for when you go away on holiday. 

Join identibase Premium today for a one-off cost of only £20.95 and receive the lifetime benefit of identibase premium for your beloved pet**. If you have three or more pets on identibase, you can take advantage of our multi-pet discount. Just contact the team for more information.

To join, just call 01904 487600 and the identibase team will be happy to help. 

 

*identibase data for lost pets from 22/11/2011 to 10/05/2018). **fee is per pet and is non-transferable.

I have recently moved address

We hope your house move went smoothly. There are several ways in which you can update your address:


1) Online: Simply click here to log in to your pet’s online account by using your pet's microchip number and password. 

2) Post: Please complete the change of details section at the bottom of your pet’s microchip certificate and post it back to identibase. If you don’t have a microchip certificate you can download a change of details form by clicking here. Once you have completed the form, please send it back to identibase. 

3) Phone: If you have your pet’s microchip number and password, you can call the identibase team on 01904 487600. As we have your pet’s best interest at heart, we cannot update the microchip over the telephone if you do not have the password – this is for the security of your loved one.

Here at identibase, we treat your pet’s welfare very seriously, so if you do forward us any paperwork, this does require your signature for verification.

Please note: To make amendments to you details you will need be to be a member of identibase Premium or identibase Plus. With identibase Premium you can make unlimited amends to your details as well as get the benefit of our enhanced pet reuniting service. One simple call to our 24-hour helpline and we will alert local vets, rescue centres, charities and wardens in your area. We will even create ‘Lost’ posters on your behalf so that you can display them locally, to give you the best possible chance of being reunited with your loved one. There is a one-off cost of £20.95 to join identibase Premium, with a lifetime benefit for you and your beloved pet. For more information, including multi-pet discount, please call the identibase team on 01904 487600 and we will be happy to help.

I have a new pet that is already microchipped

Congratulations on the new addition to your family! There are several ways in which you can update the keepership on your pet’s microchip, it depends on the documentation you have been provided with: 

1) Online: You can access your pet’s online account if you have been provided with the log in details - this would be the microchip number and the password. Once you’re logged in, you can update the keepership by clicking on the ‘Other’ tab next to your pet’s details, and then click on ‘re-home pet’.  

2) Post: If your pet’s microchip certificate has been provided to you from the previous keeper, you will find a change of details section at the foot of the document. Please complete the change of details section and send it back to us at identibase. We will update the details registered to your pet and will provide you with a new certificate.  

Don’t have your pet’s microchip certificate? Don’t worry, you can download a change of keepership form from here. Please complete the form and send it back to identibase. 

What if you’re not in contact with the previous keeper? We would ask for you to still complete the change of keepership form. If you have any supporting documents, e.g. signed confirmation of purchase or adoption, we would recommend attaching a copy with your application.

Don’t have supporting documents? We understand pet’s come into our world through various circumstances, so if you are really stuck then don’t worry! Please complete the change of keepership form and we will perform some necessary checks to ensure there are no lost or stolen reports on your pet’s microchip prior to updating. This may take us a little extra time, but in due course you will receive your microchip certificate.

Here at identibase, we take your pet’s welfare very seriously, therefore we will not change keepership over the telephone – this is simply for your loved one’s security.

My pet is going to a new home

If you are rehoming your pet to a new keeper, you will need to inform identibase immediately. There are several ways you can do this:


1) Online: First of all you will need to log-in to your pet’s online account. Then click on the link which states ‘Click here if you are rehoming your pet’ and then complete the new keeper details.  

2) Post: Please complete the change of details section at the bottom of your pet’s microchip certificate and post it back to identibase. If you don’t have a microchip certificate you can download a change of keepership form by clicking here. Once you have completed the form, please send it back to identibase. 

Here at identibase, we take your pet’s welfare very seriously, therefore we will not change keepership over the telephone – this is simply for your loved one’s security.

My pet has an overseas microchip

Firstly, thank you for choosing identibase. At the moment, your pet’s microchip number will not be recognised on any UK database so it is important that your details are registered as soon as possible. This way identibase can contact you should your loved one ever go missing.

Please complete this form and return this to us, along with a copy of your pet’s passport (we only ask for the page which contains the microchip number). You can pop this over to us in an email or you can send in the post. Once your pet is registered with identibase, will send you your pet’s microchip certificate to let you know.

Don’t have your pet’s passport? – We can accept other documents such as travel documents, microchip certificates, even a letter from your vet confirming your pet’s microchip number.

For added security why not join our enhanced pet reuniting service, identibase Premium. Lost pets on identibase are TWICE AS LIKELY TO BE FOUND with identibase premium*. During the first 28 days of registration you can take advantage of identibase Premium at a discounted price of £17.95 (standard price is £20.95). This is a one-off cost, with a lifetime benefit for you and your beloved pet. For more information, please call the identibase team on 01904 487600 and we will be happy to help.

*identibase data for lost pets from 22/11/2011 to 10/05/2018).

I’m a breeder

Here at identibase we offer complete free of charge change of keepership for dog breeders, no matter how big or small, even if this is your first litter.

As of 2016 it became compulsory for breeders of dogs to ensure puppies are microchipped and registered before they head off to their new homes.

To get started, you will need to register as a breeder. You can do this by clicking here.

Once you’re logged in and set up, simply register your litter’s microchips in your account. Then, when each puppy heads of to their new homes, you can enter the new keeper information by clicking the “rehome” button.

What information will you need from the new keeper? You will need their name, address and at least one contact number. If you let us know their email address, we can send them their microchip certificate instantly.

The best thing is, we do all of this free of charge for you and the new keeper.

I have lost my pet

It is important that you remain calm and try not to panic, here at identibase we have reunited thousands of missing pets with their worried keepers thanks to their microchip, so you are in safe hands.


We recommend that you take the following steps:

  • Check with your neighbours to make sure your pet is not with them or hiding somewhere, pay particular attention to sheds or garages where your pet may have been accidently trapped.  
  • If you have lost your pet whilst out walking, trace the route you have just taken. Dogs are known to follow a route they regularly take and familiar scents.
  • Log-in to your identibase account, or call the identibase team on 01904 487600, to report your pet as missing.
  • If you’re not a member of identibase Premium then we recommend joining straightaway. identibase Premium is our enhanced pet reuniting service. Lost pets on identibase are twice as likely to be reunited with identibase Premium*. One call to our 24-hour helpline and we will alert local vets, rescue centres, charities and wardens in your area. We will even create ‘Lost’ posters on your behalf so that you can display them locally, to give you the best chance of being reunited with your loved one. To join, just call 01904 487600 and the identibase team will be happy to help. 
  • Finally, please remember to let us know when your pet comes home so that we can ensure the records on identibase are accurate and up to date.

 

*identibase data for lost pets from 22/11/2011 to 10/05/2018).

I have found a pet

If you’ve found a stray pet there are a few things you need to know about your legal obligations. We recommend you take the following steps for dogs and cats…


If you’ve found a dog…

  • Check if the dog has a collar and ID tag, if it does try contacting the keeper.
  • If the dog does not have an ID tag you must contact the local authority dog warden immediately and arrange for them to collect the dog.
  • Please note: Rescue centres are unable to take in stray dogs from members of the public.
  • It is a legal requirement that you contact the local authorities and advise them if you find a stray dog. This ensures that the dog can be thoroughly scanned to check if a microchip is present and gives worried keepers the best possible chance of being reunited with their pet.

If you’ve found a cat…

  • Ask your neigbours whether there is a cat missing; often cats believed to be strays do, in fact, belong to someone local.
  • Call your local Cats Protection or RSPCA to report the cat and make a request for someone to come and collect it.
  • If the cat is injured they will ask you to take it to the nearest vet.
I am a Veterinary Practice/Professional Organisation

As a verified organisation with identibase, you can log into your online account by clicking here. You will require your unique PIN or vetcode, and your organisation’s password for the account. If you do not know your organisation’s PIN or vetcode, then please call the identibase team on 01904 487600.

Reuniting a missing pet with their keeper

You can do this by logging into your online account or phoning us on our 24 hour reunification line. You will need your unique PIN or vetcode for verification purposes, without this we cannot identify you. 


Updating your organisation’s account information:

Please complete this form and return this back to us, we will ensure your account is updated and let you know once this has been done.


Not a verified organisation with identibase?

We offer access to thousands of professional organisations, as without you we would not have a large network to assist reuniting missing pet’s with their keepers. To join identibase as a verified organisation, we ask that you call us on 01904 487600 or email us on admin@identibase.co.uk. We will require you to complete an application, and we may require a referee and some evidence of your organisation (this is because we treat our pet keeper’s personal data and pet welfare very seriously, so we like to ensure you will too). Once your application has been received, we will be in touch shortly with all the information to get the ball rolling.


Here at identibase, we take our pet keeper’s personal data and pet welfare very seriously, therefore as a verified organisation with us, it is very important that you take a moment to read our Terms & Conditions and Acceptable Use of your granted access, before hand.

My pet has passed away

We are sorry to hear of your loss, and we understand how difficult this time can be. When you’re feeling ready, please let us know so we can update your pet’s record and this will ensure you do not receive communication from us about your loved one in the future.

You can notify us by logging into your online account, using your pet’s microchip number and password by clicking here. Alternatively you can call a member of the identibase team on 01904 487600 and they will sensitively handle your call. You can also notify us by completing the bottom section of your pet’s microchip certificate and returning it back to us. 

If you no longer have your pet’s microchip details, then please email us admin@identibase.co.uk and provide us with the full address that your pet was registered to, and we will do our best to assist you.