I Need Help With the Online Licensing Process- Step 1: Contact Details Troubleshooting
If you’re having trouble completing the licensing process online, please review this helpful overview of required fields to make sure you have entered the necessary information as needed. If you are still having trouble after reviewing the below information, please contact our customer care team for assistance at 1-855-249-1370 (Canada) or 1-877-239-6072 (US).
Step 1 of the online process is designed to collect and confirm required contact information and pet owner details. Information requirements differ based on the community and their mandatory licensing requirements. If you are missing the required information, the button to proceed at the bottom of the page will be greyed out.
Address and Phone Numbers
All pet owners are required to have an address and phone number on file. If you are missing either of these mandatory fields, you must add them before proceeding.
In some cases, your address must be verified, meaning it must be an exact match to a record in the physical address database provided by your community.
If either field is missing, red text will appear on the screen. If your address needs to be validated, a message in red will state “we are unable to validate your address”. Click on the red text to resolve the issue.
To validate an address, enter your address where the screen says “start typing to search for address”. When you see your correct address appear in the list, click on the correct entry, then click on “Validate Address”. If your selected address is not accepted by the system, confirm you have selected the entry. If you are unsure if your address is within the jurisdictional boundaries you can contact your local pet licensing organization to find out.
Date of Birth
In some communities, the pet owner's date of birth is required to proceed. Text in red will appear on the screen if this field is required and you need to provide it. As with the above, click on the red text to edit and save the required information. Note that you must be at least 18 years of age to license a pet.
When all required fields on the Contact details page have been provided, the button at the bottom of the screen “Contact Details are Correct” will be blue and you can click to proceed to the next step.