Petfinder Support FAQs


Petfinder FAQs

Don’t forget to check out the Technical Support Page to see the newest features on Petfinder.


What are you having trouble with?

I’m having trouble logging in.
I need to make a change to our organization’s or user’s info or access.
I’m having trouble working with our pet list in the admin area.
I’m having trouble with pet searches.
I need to print a list of or view statistics about our pets.
I need help adding or editing our pet’s details.
I’m having trouble with our pet/organization info on another site.
I need help editing or adding something to our homepage.
I’m having a different problem.


I’m having trouble logging in.


How do I change my password?

To change your password, log out of your admin account and log in here: https://www.petfinder.com/user/login Once logged in, click on the “Account Settings” tab, using the “Change Password” fields, enter your new password into both the “Password” and “Verify Password” fields.


I logged in, but received a message “You do not have access to Petfinder admin system”.

This typically happens when the shelter ID contact is deleted from the “Contacts” area of your account. Please contact the Help Team to have it restored.


I logged in and all I see is “About Me” and links to “Account Settings”, “Email Preferences”, and “Saved Searches”. How do I update my pets and information?

You have logged in to the public user system. To update your pets and group’s information, log in from the member admin page at: https://pro.petfinder.com


I need to make a change to our organization’s or user’s info or access.


How can I update our primary contact’s information?

You can update any contact by clicking on the “Contacts” tab in your admin area. Modify any information as necessary, and click “save” when done.


How do I lock someone out of my admin account?

If you have shared your user name and password with anyone, change your password.If the person is logging in with their own user name and password, click on the admin account’s “Contacts” tab. View their information by clicking on their name and change their access to “None” to lock them out until you choose to give them access again, or delete the contact to permanently remove their access.


How do I restrict my new volunteer’s access to only part of the admin account?

Add their email address to your “Contacts” area in your admin area, giving them whichever permissions you’d like.Then, they will need to create their own user account.
When creating their account, make sure they use the same exact email address as you added for them in the “Contacts” area. Have them also use their email address as their username. They will choose their own password. Once the account is created, they can log in here to access your group’s admin area with only the permissions you assigned: https://pro.petfinder.com


How do I change the phone number or email that’s displayed in the “Contact Info” section that appears in the public profile for one of my pets?

To change the contact information for a specific contact, log in at :
https://pro.petfinder.comThen click on “Contacts”. Click on the contact which is assigned to the pet in question, and modify the phone number or email address. Also check the “Organization Info” area to see the default phone number for the group.


How do I change the city or zip code in the “Organization Info” tab?

Please contact the Petfinder Outreach Team requesting that change.


I’m having trouble working with our pet list in the admin area.


Why do my adopted pets appear in the “Recent Animal Additions”, the “Most Recent Adoptions”, and the “No Recent Activity” lists from the Quick Search menu in the “Animals” tab?

The “Recent Animal Additions” list displays the last four pets that were recently added to your account. It doesn’t matter what the pet’s status is set to. If it is one of the last four pets that were added to your account, it will appear in this list.The pets listed in the “Most Recent Adoptions – Congrats!” list are the last four pets that have had their status changed to “Adopted”. It doesn’t matter when they were added to your account. If their status was changed to “Adopted” recently, then they’ll appear in this list.The “Alert: Animals with no Recent Activity” list displays the four pets that have gone the longest without receiving an update. The system doesn’t check when they were updated. So if you update all of your pets today, then the first four pets that you updated will appear in this list.


Why can’t I use the “Transfer”, “Transfer Pending”, “Release”, “Release Pending”, and “Euthanized” status options?

The “Transfer”, “Transfer Pending”, “Release”, “Release Pending”, and “Euthanized” status options are currently only accessible for “Wildlife” animal types.


How do I upload/import bulk pet data into my Petfinder account?

Please contact the Help Team with your group’s shelter ID and the name of the import software that you plan to use.


How can I sort our pets in our admin account’s “Animals” tab and have it appear the same way every time I log in?

First select how you would like the pets to be sorted and then click on the “Save Sorting Preference” button. Whenever you log in after that, your pets will be sorted according to your selection.


How can I specify which pets appear in our admin account’s “Animals” tab and have it appear that way whenever we log in?

In the “Filter Options” box, select the options that you want to set as default and then click on the “Save Filter Options” button. When you log in after that, your options from the “Filter Options” box will automatically be selected.


I logged in and all I see is “My Saved Pet Searches” and links to “Edit Profile”, “Volunteers”, and “Log Out”. How do I update my pets and information?

You have logged in to the public user system. To update your pets and group’s information, log in from the main member admin page at: https://pro.petfinder.com


I’m having trouble with pet searches.


I can view my Petfinder page, but my pets not appearing in the pet list links and they also not appearing in any search results?

Your admin account has become inactive. This happens when no one has logged into your admin account for 45 days. Don’t worry, during the inactive period nothing will be deleted from your account, however your adoptable pets will not be displayed on the public pages.
You can reactivate your account by simply logging into your account from the main admin page at: https://pro.petfinder.com


Can I change how our pets are sorted in the public search results?

It is not possible to change the order in which your pets are displayed in the public search results.
To change the order that your pet list display on your group’s “advanced” style home page, see “How do I change the sort order of my pet list?” in the “I want to make a change to my Petfinder Homepage.” section of the FAQ page.


What determines the order in which pets are displayed in the search engine?

When a search is performed, the “location” assigned to a specific pet is used to determine the closest result to display first. The search then branches out to results further away. Sometimes, groups share the same exact city/zip and our system must determine which group to display first. In that case, it uses the group’s shelter ID number, which isn’t necessarily the order in which they joined Petfinder.
Note that when visitors perform more specific searches (choosing more than just species, for example) it should narrow down results and find your animals.
Just make sure to have the most accurate possible physical location in the “locations” area of your pet, and note that you can assign individual locations to each pet by adding multiple locations. See the “locations” tab of your account to see the locations that you currently have entered.


I’m having a different problem.


How do I change the “Start Time” and “End Time” fields for my timed event?

To set the time for your event, click on the calendar icons next to the “Start Date” or “End Date” fields. A pop up window will appear with a calendar and you’ll be able to change the time at the bottom of the calendar. Be sure to click “apply” to save the time.


How do I add an adoption/foster application to my home page?

First, please upload your file into a free hosting site, such as dropbox.com and make it accessible to the public. To make that file a “clickable link” from your group’s home page, you would add this code in your admin account’s “Home Page Mgr” tab in the “Advanced Set-up” area:
<a href="https://www.petfinder.com">Click here to download the application.</a>
Please replace www.petfinder.com with the exact address of the file.


I need to print a list of or view statistics about our pets.


How do I print a list of my adoptable pets to bring to an adoption event?

You can use the pet list printer located at:
https://pro.petfinder.com/share-your-pets-offline/pet-list-printer/
Be sure to enter your shelter ID in all CAPS.


Is there a way to find out how many times a particular pet has been viewed on Petfinder?

You can find the pet-stats browser at:
https://stats.petfinder.com/index.cgi


How can I receive the monthly Petfinder Pro Newsletter email?

All email addresses in the “Contacts” area of your account will receive the Petfinder Pro Newsletter.


We are still receiving views on pets adopted in the past. How are they still appearing?

You likely have a “happy tails” link on your group’s home page, which links users to your pets with the adopted status. Or, even if a pet is marked adopted, users can still access that pet’s page directly if they previously had a link to the pet while adoptable, such as through a saved “email this pet to a friend”, having bookmarked the page, or finding the pet on an old Facebook, Twitter, etc. post.


How do I unsubscribe from daily saved search alerts?

To unsubscribe from a particular search, log in at
www.petfinder.com  Once logged in, you will see “Email Preferences”. Click the link to manage Saved Searches and uncheck the box in the “Subscribe” column to no longer receive daily search notifications. To delete the search entirely, click the “Delete” button.


I need help adding or editing our pet’s details.


How do I remove a “Secondary Breed”?

To have only a “Primary Breed” for the pet, make sure that the “Mixed Breed” field has been set to “No” and then delete the option that you’ve selected from the “Secondary Breed” field.


How do I place a link in my pet profiles?

We do not accept HTML/links/bold/italics/etc in pet descriptions any longer.


How can I fix my photos that are sideways or upside down?

You should rotate them using your photo editing software before uploading them into the Petfinder system. It is not possible to rotate the photos once they’ve been uploaded. You can get a great free and simple to use image editor here: http://www.irfanview.com/


How do I automatically add a standard description to my pets?

You can have your standard description automatically appear for a specific type of pet by clicking on the admin account’s “Animals” tab and then on the “Add New” button.In the new description, go to the “Animal Description” section and select an animal type from the “Edit Default Descriptions” menu. Enter the description into the new window that pops up.Once that’s done, the standard description will automatically appear once you select that animal type from the “Animal Type” field.”


How can I add a bonded pair?

It’s possible to add both animals to the same profile or create separate profiles for each animal and mention in the name or description of both that they are a pair.


How can I add fields to the pet profiles?

It is not possible for members to add or edit the fields in the admin account.


How can I add a Paypal button or Chipin widget into my pets’ profiles?

Our Terms of Service Agreement do not allow any links on Pet Profile Pages. You may review the agreement on this page: https://pro.petfinder.com/tos/As an alternative, you can apply to be in our Sponsor a pet program which would add “Sponsor me” buttons to your pets’ profiles. For additional information about the program, please view this link: http://www.petfinderfoundation.com/sponsor-2/To apply to be in the program, visit: https://www.petfinder.com/sap/application.cgiHowever, you can add such buttons (paypal, chipin, etc) to your group’s home page by going to the “home page manager” area of your account at https://pro.petfinder.com


I’m having trouble with our pet or organization info on another site.


Why aren’t my pets appearing in the Petfinder iPhone app?

Go to the “Organization Info” tab in your account. Under the “Share Pet List” section, ensure that the “API” option is checked. You must check this box in order for your pets to appear in the Petfinder iPhone app. Be sure to click “update” after doing this.


Why don’t my pets appear in Petco’s kiosks or computers?

Go to the “Organization Info” tab in your account. Under the “Share Pet List” section, ensure that the “Partner sites” option is checked. You must check this box in order for your pets to appear in our partners shared services such as the Petco Kiosks. Be sure to click “update” after doing this.
Note that it typically takes at least 24 hours for the kiosks to update once you do this.


Why are my pets appearing in Kijiji/eBay classifieds?

Go to the “Organization Info” tab in your account. Under the “Share Pet List” section, check if the “Partner sites” option is checked. If it is checked, your pets are replicated to Kijiji/eBay classifieds, as well as many other places, such as Petco’s website and in store Kiosks. You can click the “?” symbol in that area for more info. Be sure to click “update” after changing any option.
Note that it may take a few days for the classifieds to be removed once you do this.


How can I post my pets on Facebook.com?

You can share just one pet on Facebook by copying the pet’s URL / web address, and pasting it into your Facebook “status” area. It will create a clickable link to the specific pet.
To share your entire pet list on Facebook, you can view instructions at
https://pro.petfinder.com/promote-your-pets/pet-list-scroller-for-facebook/


How can I display my events on a different site?

It is not possible to display your events on another site at this time. We are working to add that feature.


I need help editing or adding something to our homepage.


How do I display a particular pet’s photo on my home page?

This is the direct way to link to a pet photo:
Smallest Size Photo:
https://drpem3xzef3kf.cloudfront.net/photos/US/NJ/NJ94/12345678/NJ94.12345678-1-t.jpg
Small Size Photo:
https://drpem3xzef3kf.cloudfront.net/photos/US/NJ/NJ94/12345678/NJ94.12345678-1-pnt.jpg
Medium Size Photo:
https://drpem3xzef3kf.cloudfront.net/photos/US/NJ/NJ94/12345678/NJ94.12345678-1-fpm.jpg
Large Size Photo:
https://drpem3xzef3kf.cloudfront.net/photos/US/NJ/NJ94/12345678/NJ94.12345678-1-pn.jpg
Largest Size Photo:
https://drpem3xzef3kf.cloudfront.net/photos/US/NJ/NJ94/12345678/NJ94.12345678-1-x.jpg
In the examples above…
US = Group’s country prefix
NJ = Group’s shelter ID state prefix
NJ94 = Group’s full shelter ID
12345678 = Petfinder animal ID#
1 = Photo slot #1
So, if your shelter ID was CA1750, you had an animal with Petfinder ID# 34567890, and you wanted to link to the pet’s large sized photo, the link would become:
https://drpem3xzef3kf.cloudfront.net/photos/US/CA/CA1750/34567890/CA1750.34567890-1-pn.jpg
Note how NJ changed to CA, NJ94 changed to CA1750, and 12345678 changed to 34567890. Just follow that example and you’ll be able to link to any pet photo.

For groups that know how to manually enter “HTML code” in your group’s “home page manager” area or on web pages outside of Petfinder, here’s an example of what you’ll now be using:
<a href=”https://www.petfinder.com/petdetail/34567890″> <img src=”https://drpem3xzef3kf.cloudfront.net/photos/US/CA/CA1750/34567890/CA1750.34567890-1-pn.jpg”><br> Click to see our featured pet… Checkers!</a>

This will produce a clickable link to Petfinder ID# 34567890, with the clickable sentence “Click to see our featured pet… Checkers!” located directly under the photo. You can change the clickable sentence to anything you’d like.


How do I add an adoption/foster application, non pet photo, or a logo to my Petfinder homepage?

First, please upload your file into a free hosting site, such as dropbox.com and make it accessible to the public.
To make that file a “clickable link” from your group’s home page, you would add this code in your admin account’s “Home Page Mgr” tab in the “Advanced Set-up” area:
Click here to download the application.
Please replace www.petfinder.com with the exact address of the file.


How do I get/change my unique URL?

If you do not have a unique URL already, you can request one here:
https://pro.petfinder.com/?page_id=170#urlIf you have a unique and want it changed, please contact the Help Team from the group administrator’s email address with your group name, shelter ID, old unique URL, and your top 3 choices for the new unique URL you would like.


Can I redirect my Petfinder home page to my outside site?

The Petfinder Terms of Service Agreement states that members are not allowed to do this. We do not permit groups to automatically redirect or forward their Petfinder home page to any page outside of Petfinder. You may review the agreement on this page: https://pro.petfinder.com/tos/


How can I add pets to my home page’s “Happy Tails” link?

Change a pet’s status to “Adopted” and it will be automatically added to the “Happy Tails” link.


If you did not find the answer to your question here, be sure to check the complete Help Pages .

Do you need assistance with a technical related question? Contact our Help team

Do you have a general question regarding using your account? Contact our Shelter Outreach team