Understanding the Pet Owner Account

Overview

As an administrator, understanding the pet owner experience will help you confidently answer questions, troubleshoot issues, and guide pet owners through common tasks. This article provides an overview of each section of the DocuPet account and highlights the features pet owners can access on their own.

Pet Owner Dashboard

After signing in, pet owners are taken to their dashboard. This page provides a snapshot of their account and quick access to commonly used features.

From the dashboard, pet owners can:

View the pets associated with their account.
Add or manage Pet Guardians.
Review and update their personal information.
Join the Lost Pet Brigade.
View available partner offers and membership benefits.
Access recommendations and perks based on their membership.

Tip: Many account questions can be answered by walking a pet owner through this dashboard.

Shop

The Shop allows pet owners to purchase products such as:

Designer Tags.
Smart Trackers.
Personalized ID Collars.
Wallet Cards.

These products can be ordered directly from their account without administrator assistance.

My Pets

The My Pets section is where pet owners manage each individual pet.

From here they can:

View their HomeSafe® code.
Update pet information.
View license details and expiration dates.
Download proof of license.
Order replacement tags.
Purchase additional products.
Report a pet as lost.
Remove a pet from their account.

Reporting a Lost Pet

If a pet goes missing, pet owners can submit a HomeSafe® Lost Pet Report directly from the pet's profile.

During the process they can:

Update privacy settings.
Mark the pet's last known location.
Add photos and notes.
Indicate whether the pet was wearing a collar or DocuPet tag.
Notify the Lost Pet Brigade.
Submit the report.

Once submitted, pet owners can:

Edit the alert.
Print the alert.
View the public lost pet page.
Report their pet as found.

Petco Love Lost Integration

Pet owners also have the option to share their lost pet report with Petco Love Lost, expanding visibility through a nationwide lost and found pet database that uses photo-matching technology to help reunite pets with their families.

Sharing with Petco Love Lost is optional but recommended to increase the chances of reunification.

Account

The Account menu allows pet owners to manage their personal account settings.

Here they can:

Update contact information.
Change their password.
Manage privacy settings.
Add or edit Pet Guardians.
View previous orders and receipts.
Save a preferred payment method.
Deactivate their account.

Help Center

The Help Center provides self-service support articles covering:

Licensing.
Registration.
Orders.
HomeSafe®.
Account Management.

Pet owners can also use DocuPet's AI-powered chatbot to search the knowledge base and receive answers to common questions.

Frequently Asked Questions

Pet owner asks...	Administrator response
Where's my order?	Direct them to My Account > Order History, or review the Order History from the administrator profile.
How do I update my information?	Pet owners can update most information under My Account or My Pets. Administrators can also make these updates if needed.
How do I renew my license?	Eligible renewals can be completed online under My Dashboard or My Pets.
How do I report my pet lost?	From My Pets, select Report Pet Lost.
How do I report my pet found?	Open the pet's profile and select Report Pet Found.
Where can I find help?	Recommend the Customer Care Help Center or the AI chatbot for self-service assistance.