Pet Protection & Lost Pet Services FAQs

How do I microchip my pet?

Your local shelter or vet can microchip your pet. Microchips are not GPS tracking devices, but they are the only truly permanent method of identifying your pet. Collars and tags can be removed or get lost, and tattooing can become illegible over time. If your pet strays from the safety of your home, a microchip registered with 24Petwatch is your pet's best chance of a fast return.

There is no "best age" to microchip your pet. Microchips can be injected as early as 8 weeks, the sooner your pet is microchipped, the sooner your pet is protected in the event your pet gets lost.

Animal microchips are about the size of a grain of rice and are typically implanted beneath the skin's surface, the process is similar to receiving vaccination through a needle and causes minimal discomfort to pets. Most animals do not even react when the microchip is implanted.

Visit our Pet Microchips 101 article for more information.

How do I activate (register) my microchip?

You can register your microchip online by visiting our Customer Portal. It is important that the pet owner be the one to activate the account, as accurate contact details need to be given. Your microchip will be activated once your registration is complete.

Microchips only carry your pet's unique identification number. The information you provide to the microchip registry will only be used to contact you in the event your pet is found and taken to a veterinary clinic or animal shelter. Your contact information will only be given to the finder if you have given 24Petwatch consent to do so.

Visit our Pet Microchip Registry: How to Easily Register Your Chip article for more information.

What happens if my pet is lost and found by a third party?

All pets registered with a 24Petwatch microchip are provided with a plastic collar tag that features your pet's microchip number and our Lost Pet Recovery Service toll free number. In the event your pet gets lost, the finder can contact our Lost Pet Recovery Service number and can also contact a vet or shelter to get your pet's microchip scanned.

Animals that are taken to a vet clinic, shelter, rescue, or humane society are routinely scanned for a microchip. Once scanned, the staff will know to contact 24Petwatch. We will then contact you to let you know your pet has been found and help reunite you.

Make sure your pet’s microchip registry is up to date in our Customer Portal.

What is included in the Lifetime Protection Membership^TM?

Linking to your pet's microchip account, our Lifetime Protection Membership includes around-the-clock Lost Pet Recovery Services:

• Live Agent Lost Pet Recovery Specialist available to quickly launch the recovery process.
• Unlimited updates to your pet’s microchip account available to you online at mypethealth.com and through our Customer Service Representatives.
• DirectConnect service to connect you directly with your pet’s finder and help arrange a safe reunion.
• Ability to add unlimited emergency contacts to your pet's microchip account.

In addition to the Lost Pet Recovery Services, with the Lifetime Protection Membership you’ll receive:

• $25 Petco coupon* redeemable for in-store purchases with Vital Care member sign-up. Join the Vital Care family and earn extra benefits!
• $30 discount code to Rover.com, the Nation's largest network of loving pet sitters and dog walkers. $30 typically covers 1-2 walks or 1 night of dog boarding based on national average rates.
• One year of 24PetMedAlert** - protects your pet by relaying your pet's critical medical and behavioral information to veterinary care personnel, animal shelters or animal rescue organizations if your pet is missing.
• One year, unlimited access to a Vet Helpline** - veterinary professionals available to you through live chat, email or by phone, provided by whiskerDocs.

_{*Redeemable within 30 days of purchase of the Lifetime Protection Membership}

_{**After one year, your complimentary access expires. You are able to renew to keep enjoying this great benefit.}

Visit our Pet Protection page to learn more about our membership plans.

What is included in the Lifetime Protection Membership^TM Plus?

Linking to your pet's microchip account, our Lifetime Protection Membership Plus includes around-the-clock Lost Pet Recovery Services:

• Live Agent Lost Pet Recovery Specialist available to quickly launch the recovery process.
• Unlimited updates to your pet’s microchip account available to you online at mypethealth.com and through our Customer Service Representatives.
• DirectConnect service to connect you directly with your pet’s finder and help arrange a safe reunion.
• Ability to add unlimited emergency contacts to your pet's microchip account.

In addition to the Lost Pet Recovery Services, with the Lifetime Protection Membership Plus you’ll receive:

• Lifetime Warranty Pet ID tag - highly visible, durable, pet identification tag, customized with your pet's name and unique microchip number.
• $25 Petco coupon* redeemable for in-store purchases with Vital Care member sign-up. Join the Vital Care family and earn extra benefits!
• $30 discount code to Rover.com - the Nation's largest network of loving pet sitters and dog walkers. $30 typically covers 1-2 walks or 1 night of dog boarding based on national average rates.
• One year of 24PetMedAlert** - protects your pet by relaying your pet's critical medical and behavioral information to veterinary care personnel, animal shelters or animal rescue organizations if your pet is missing.
• One year, unlimited access to a Vet Helpline** - veterinary professionals available to you through live chat, email or by phone, provided by whiskerDocs.
• One year of pet training - Unlimited access to simple, easy to follow lessons with customized training for you and your pet, provided by Petcademy.

_{*Redeemable within 30 days of purchase of the Lifetime Protection Membership Plus}

_{**After one year, your complimentary access expires. You are able to renew to keep enjoying this great benefit.}

Visit our Pet Protection page to learn more about our membership plans.

How does DirectConnect work?

Our DirectConnect service is offered to pet parents with a Lost Pet Membership plan. When we receive a call about your pet being found, we record the finder's details and then place them on hold while we try to reach you using your home, cell, and work telephone numbers. Once you are on the phone, we will connect you with the finder, with your permission. For extra safety, we remain on the three-way to help reunite you with your pet.

With DirectConnect you can get your pet back home faster and safer.

What is 24PetMedAlert and how does it work?

With the Lifetime Protection Membership and Lifetime Protection Membership Plus, you receive one year of unlimited access to 24PetMedAlert. Our 24PetMedAlert protects your pet by relaying your pet's critical medical information to veterinary care personnel, animal shelters or animal rescue organizations if your pet is lost.

Upon registering your pet for 24PetMedAlert, your pet's critical medical information, as provided by you, will be added to your pet's 24Petwatch microchip account. If your pet is lost and you are unable to be reached, 24Petwatch may relay your pet's medical information (including diagnosed medical condition(s), medications prescribed for the condition(s), allergies, and behavioral issues) to veterinary care personnel, animal shelters or animal rescue organizations who find your pet.

This information can be changed any time by submitting an updated form and email to 24PetMedAlert. Please allow five (5) business days for your profile to be updated.

_{24Petwatch will make best efforts to relay critical medical information to veterinary care personnel, animal shelter or animal rescue organization who find your pet. However, 24Petwatch is not responsible for ensuring that your pet receives treatment and is not responsible for paying for any treatment or related expenses incurred by the finder. You are exclusively responsible for the cost of all treatments and any other expenses incurred by the veterinary care personnel, animal shelters or animal rescue organizations who find your pet. 24PetMedAlert 24Petwatch, and any associated brands or entities (Pethealth Services Inc. and Pethealth Services (USA) Ltd.) do not guarantee your pet’s treatment by a finder and shall not be responsible for any damages, costs or losses suffered at any time by you, your pet's finder, or your pet.}

_{24PetMedAlert does not constitute veterinary or medical advice for your pet. 24PetMedAlert does not guarantee any medical results or treatment in the event your pet is lost. Please consult with your veterinarian to see if the 24PetMedAlert service is suitable for your pet.}

Visit our Membership Benefits page for more information.

What is the 24/7 Vet Helpline?

With the Lifetime Protection Membership and Lifetime Protection Membership Plus, you receive one year of unlimited access to the veterinary help line, whiskerDocs®. Get advice from veterinary experts to understand signs and symptoms to make the best possible decision for your pet. Contact the licensed veterinary experts at whiskerDocs by phone, email, or live chat 24 hours a day.

Visit our Membership Benefits page for more information.

What is Petcademy?

Petcademy offers customized training for you and your pet in the palm of your hands. Receive a training plan based on your needs and goals, along with access to easy-to-follow video lessons, and 1:1 access to certified trainers to answer any pet training questions. With our Lifetime Protection Membership Plus, you receive 12-month unlimited access to help your pet achieve long-lasting success.

Visit our Membership Benefits page for more information.

Refund Policy

Full refund for cancellation of the Lifetime Protection Membership and Lifetime Protection Membership Plus is available within three (3) months of initial purchase if your pet is deceased or rehomed. You will no longer receive any of the Membership services or benefits if you discontinue your plan.

For 24PetMedAlert when purchased on its own, we can offer: (i) a 50% refund for cancellation of 24PetMedAlert services within six (6) months of initial purchase; or (ii) a full refund for cancellation of 24PetMedAlert within three (3) months of initial purchase if your pet is deceased. You will no longer receive any of 24PetMedAlert services if you discontinue your membership.