Petfinder Support FAQs

Don’t forget to check out the Help Center 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.


I’m having trouble logging in

If you are having trouble accessing your account, please reset your password. To reset your password visit: https://www.petfinder.com/pro/user/login and enter your email address and click the “Forgot?” link in the password field. An email will be sent to you with instructions and a link to reset your password. If you need further assistance, please contact the Petfinder Tech Team and include any error message you might be receiving when you attempt to log in.


How do I change my password?

If you are having trouble accessing your account, please reset your password.  To reset your password visit: https://www.petfinder.com/pro/user/login and enter your email address and click the “Forgot?” link in the password field.  An email will be sent to you with instructions and a link to reset your password.


How do I Log in

To access your account, please visit https://pro.petfinder.com/ and click the “Sign In”
button in the upper right-hand corner of the page. Next, please enter your email address and password and click “Sign In”. Upon a successful login, you will enter your group’s account Dashboard. If you have access to more than one shelter or rescue group’s account, you will have the option to select which account you’d like to use. If you have the option to access more than one shelter or rescue group account, just click a group’s name to continue. For more information on logging in, please visit: https://pro.petfinder.com/help/connect-to-dashboard/


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 “Settings” then “Contacts & Access” menu in the Petfinder Pro Dashboard. Modify any information as necessary, and click “save” when done.


How do I lock someone out of my group’s Petfinder Pro Dashboard 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 Settings” then “Contacts & Access” menu in the Petfinder Pro Dashboard.  Select the contact to 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 Petfinder Pro Dashboard?

Add their email address to your “Contacts & Access” area in your Dashboard account 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 & Access” 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 Dashboard 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.com Then click on “Contacts & Access”. Click on the contact which is assigned to the pet in question, and modify the phone number or email address. Also check the “Organization” area to see the default phone number for the group.


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

Please contact the Petfinder Outreach Team requesting that change.


I’m having trouble working with our pet list in the Petfinder Pro Dashboard.


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 add a pet to my group’s Dashboard account?

To add a pet to Petfinder, please log into your shelter or rescue group’s account. From your organization’s Dashboard just click the “Add A Pet” button in the upper right-hand corner of the page. You can also add a new pet listing by clicking “Pet Listings” then “Add a Pet” from the menu options on the left-hand side of the page. Next, choose the type of animal you would like to post and click “Start New”. Please Note that pigs are now under Barnyard. You will then have the option to enter the pet’s information and add photos or video. Be sure to fill out any required fields (marked with an asterisk) and then click the “Next: Review & Save” button at the bottom of the page. You will then have the option to review your pet’s information. If you are ready to post your pet, just click the purple “Review & Save” button in the bottom right-hand corner and then the “Adoptable” button on the following screen. Your pet will then be posted to Petfinder. For more information on adding pets to Petfinder, please see: https://pro.petfinder.com/help/add-new-pet-listing/

How do I edit a pet listing in my Dashboard account?

To edit a pet’s listing, please log into your shelter or rescue group’s account. From your organization’s Dashboard, click the “All Pets” button in the upper right-hand corner. Clicking the “All Pets” button will allow you view all Adoptable pet listings, as well as pets marked as Found and Adoption Pending. Click the pet you’d like to edit and his or her profile will appear. Here, you will have the ability to edit the profile information by clicking the “Edit” (Or “Add”) link in the Profile, Photo, Behavior and Details sections. Make any desired edits and then click the “Save” button in the lower right-hand corner of the page. Once you click “Save” your pet’s listing will be updated. For more information on editing pets, please see: https://pro.petfinder.com/help/add-new-pet-listing/


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 Dashboard account has become inactive. This happens when no one has logged into your group’s 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.


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 “Save” 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 Petfinder Pro Dashboard account’s “Home Page Editor” tab in the “Custom HTML” 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?

Yes, you can click “Statistics & Reporting” and view Pet Statistics by listing at the bottom of the page.


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 can rotate any photo you’ve added to your Petfinder Pro Dashboard account. Simply select the photo you would like to rotate and click the pencil icon in the upper left-hand corn.  This will allow you to rotate the photo up to 360 degrees.


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

You can use pet listing templates to save standard information you’d like use in pet listings. To use a pet listing template, please log into your shelter or rescue group’s account. From the organization’s Dashboard, click “Pet Listings” from the menu on the left-hand side of the page and then click “All Templates”. Here, you will have the ability to add, edit or use a pet listing template. To add a new template to your account, click the “Add A Template” button in the upper-right hand side of the page. Next, click on the animal type you would like to use and fill out any information you’d like included in the template, making sure to add a template name. When you’re finished, click “Save” at the bottom of the page and your template will be added and ready to use. For more information on using templates, please see: https://pro.petfinder.com/help/pet-listing-templates/


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 Dashboard.

What are the age guidelines for dogs and cats?

Puppy/Kitten: 0 – 6 months
Young: 6 – 24 months (2 years)
Adult: 2 – 8 years (dogs) 2 – 10 years (cats)
Senior: >8 years (dogs) >10 years (cats)


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.cgi However, you can add such buttons (paypal, chipin, etc) to your group’s home page by going to the “home page editor” 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” menu in your Dashboard account. Under the “Integrations” tab, ensure that the “Share with public 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 are my pets appearing in Kijiji/eBay classifieds?

Go to the “Organization” link in your Dashboard account. Under the “Integrations” tab, check if the “API Partners” option is checked. If it is checked, your pets are replicated to Kijiji/eBay classifieds, as well as many other places. 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?

To help gain even more exposure for your adoptable pets, you can now share a pet to Facebook or Twitter directly from your Petfinder account. To share a pet on social media, log into your shelter or rescue group’s account. From the account Dashboard, click the “All Pets” button in the upper right-hand corner of the page. From your pet listings, choose the pet you’d like to share (you will need to use the “Filter” button to view pet listing with a status other than Adoptable, Found or Adoption Pending). Click to select the pet and open his or her profile. Click “Share Pet” and then choose Facebook or Twitter. Please note that you will need to be logged into the social media account that you would like to share the pet on. You will then have the option to enter a message if you’d like and then click “Post to Facebook” or “Tweet”. For more information on sharing pets, please see: https://pro.petfinder.com/help/share-pet-listings/


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 “Custom HTML” in your group’s “home page editor” 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 Editor” tab in the “Custom HTML” 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?

To create or edit a Custom URL, click “Settings” then “Organization” and scroll to the bottom of the page. Click the “Set Custom URL” button and enter your custom address in the form provided.


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