If Report lost or Mark found won't go through, there are two common reasons and both are easy to sort out.
Jump to:
- "Edit access restricted"
- The option isn't in the … menu
- "Failed to mark pet as found" straight away
- If it still doesn't work
"Edit access restricted"
A message appears over the screen:
Edit access restricted
You don't have permission to update this pet's information. Please contact the pet owner for access.
Why this happens
This pet is shared with you through family sharing, and your role doesn't include permission to edit the pet. Reporting a pet lost and marking it found both change the pet's information, so they need edit access.
How to fix it
Ask the pet's owner to give you edit permission for that pet in their family sharing settings. Once they do, close and reopen the pet and the buttons will work. The Family Sharing section of this help center covers how the owner changes a member's permissions.
Tip: If you can't reach the owner and the pet is genuinely missing, the owner can report the pet lost from their own phone in seconds — that's often the fastest path.
The option isn't in the … menu
If Report as lost or Mark as found doesn't appear in the … menu on a pet at all, it's the same cause: the app hides those actions completely for anyone without edit permission on that pet. Ask the owner for edit access.
"Failed to mark pet as found" straight away
If the failure message appears instantly, with no pause:
- Go back to your pets list.
- Open the pet from there.
- Tap Mark found again.
This happens when the pet screen was opened cold — usually from a notification or a shared link — so the app doesn't yet have the pet loaded. Opening the pet from your pets list first fixes it every time.
If it still doesn't work
If you're the pet's owner, you have full access, and either action still fails after reopening the app, get in touch and tell us the pet's name and what you tapped — [CONFIRM: support contact channel and hours].
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