If someone tells you they scanned your pet's tag and didn't see the profile, the tag is almost always fine — it just isn't switched on for that code. Match what they saw to the sections below.
Jump to:
- "Almost There! 🎉 — Let's activate your pet's tag"
- "This tag is no longer active"
- A page-not-found error
- How to check your own tag safely
"Almost There! 🎉 — Let's activate your pet's tag"
This is the page for a tag that has never been activated. It invites the finder to download the app and lists what activation gives you: securely manage your pet's profile and medical records, update contact info anytime, get instant alerts if someone finds your pet, and access 24/7 vet support and advice.
What to do: activate the tag in the app and link it to your pet.
Please note: You'll also see this page if you deleted the tag — deleting releases the code back to an unactivated state so it can be claimed again.
"This tag is no longer active"
The tag exists and is linked to your pet, but it has been switched off.
What to do:
- Go to Settings → Manage QR tags.
- Find the tag and tap the … menu.
- Tap Activate QR tag.
If it's the QR code on a GPS tracker, it was deactivated because the tracker was unpaired from your pet. Pair the tracker to the pet again to switch it back on.
Please note: A finder whose device has been flagged for abusing our tag pages also sees this page. If you're testing your own tag and keep landing here even though the tag is active, contact us. [CONFIRM: support contact channel and hours for QR tag issues]
A page-not-found error
Two things cause this:
- The code isn't one of ours, or it was mistyped. Check the characters on the tag against the ID: {code} shown in your QR tags list.
- The tag was scanned too many times in a short burst. We allow up to 5 scans a minute, counted both per tag and per person scanning, to stop misuse. Wait a minute and scan again — this is temporary and nothing is broken.
How to check your own tag safely
You don't need to keep scanning the physical tag to test it:
- Open your pet's profile.
- Open the Pet Page screen ("Pages for vets and sitters").
This shows you exactly what a finder sees, without recording a scan and without sending yourself a notification.
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