How Can We Help You?

Setting up is quick and easy. Just follow these steps:

• Go to theumatter.com/pettag and sign in or create your account
• Click "Add Pet" and fill in your pet's name, photo, breed, and any medical notes
• Enter the unique tag code printed on your PetTag packaging to link it to your profile
• Set your preferred contact number for when the tag is scanned
• Attach the tag to your pet's collar — and you're protected!

No app required at all. Any person who finds your pet simply points their phone's built-in camera at the QR code on the tag. The camera will automatically detect the code and open your pet's profile page in their mobile browser — no download, no login, no friction. This works on all modern iOS and Android devices.

We process and ship orders within 2 business days. Standard shipping typically takes 4–7 business days within the contiguous US. Expedited shipping options are available at checkout if you need your tag sooner. You'll receive a tracking number by email as soon as your order ships.

PetTag uses a UV-resistant, waterproof coating on all QR codes, but heavy wear and tear can happen. If your tag's QR code becomes damaged or unreadable, contact us at support@theumatter.com with a photo of the tag. We'll issue a replacement tag linked to the same profile at a discounted rate. Pro and Family plan subscribers receive one free replacement per year.

Yes. PetTag is made from military-grade stainless steel with a waterproof QR coating and is rated for full water submersion. Your pet can swim, play in the rain, and roll in the mud without damaging the tag or the QR code. We recommend rinsing the tag with fresh water occasionally if it's frequently exposed to saltwater.

Each physical PetTag is linked to one specific pet profile. If you have multiple pets, each pet needs their own tag. You can manage all your pets under a single PetTag account. The Pro plan supports up to 3 pets and the Family plan supports unlimited pets, making it easy and affordable for multi-pet households.

We recommend including as much helpful information as possible to maximize your pet's chances of being returned safely:

• A clear, recent photo of your pet
• Your pet's name, species, breed, and approximate age
• Your preferred contact phone number (and a backup number)
• Any medical conditions, allergies, or medications your pet is on
• Your vet's name and phone number (visible to vets in emergencies)
• Microchip number (if applicable)

You control exactly what's visible to tag scanners in your account's privacy settings.

Absolutely — this is one of PetTag's biggest advantages over traditional engraved tags. Your QR code is a permanent link to your online profile. You can update your phone number, address, pet's medical info, or any other detail at any time through your account dashboard, and the changes take effect instantly. The physical tag never needs to be replaced just because your information changed.

If you're not getting notifications when your tag is scanned, check the following:

• Make sure your email address and phone number in account settings are correct
• Check your email spam or junk folder — add support@theumatter.com to your safe senders list
• Ensure SMS notifications are enabled under Settings › Notifications in your account
• Verify your phone number has been confirmed (we send a verification code on sign-up)
• Basic plan users receive email notifications only; SMS notifications require a Pro or Family plan

Still not receiving them? Submit a support ticket and we'll investigate.

You can change your plan at any time from Settings › Subscription in your account. Upgrades take effect immediately, and you'll be billed a prorated amount for the remainder of your current billing cycle. Downgrades take effect at the start of your next billing period, so you keep your current features until then.

Go to Settings › Subscription and click "Cancel Subscription." Your plan remains active until the end of the current billing cycle — you won't lose access immediately. After cancellation, your account will revert to the Basic tier. Your pet profile and tag remain active, so your pet can still be identified if the tag is scanned; you'll just lose premium features like SMS alerts and medical records.

Subscription fees are non-refundable for the current billing period. However, if you were charged in error, experienced a technical issue that prevented use of the service, or have a special circumstance, please contact us at billing@theumatter.com within 7 days of the charge and we'll review your case. Physical tag purchases can be returned within 30 days for a full refund — see our Terms of Service for details.

Go to Settings › Account › Delete Account. You'll be asked to confirm your decision. Once deleted, your personal information and pet profiles are permanently removed from our servers within 90 days. Note that this also deactivates your physical tag — if your pet's tag is scanned after deletion, the finder will see a message that the profile is no longer active. If you want to keep the tag functional, consider downgrading to Basic instead of deleting.

By default, a scanner sees your pet's name, photo, and the contact phone number you have set as public. They do not see your full name, home address, email, or payment information. You can customize exactly what is visible in Settings › Privacy — for example, you can toggle medical records to be visible to vets in emergencies, or hide your pet's photo if you prefer. Your full home address is never shown to tag scanners.

Open your PetTag account and go to your pet's profile. Tap the "Mark as Lost" button — this activates Lost Pet Mode immediately. Here's what happens:

• A bright "LOST PET" banner appears at the top of your pet's profile for any scanner
• A broadcast alert is sent to nearby PetTag users in your area (Pro/Family plans)
• Your preferred contact info is prominently displayed to make it easy to reach you
• You can add a last-seen location note and a reward message

Deactivate Lost Pet Mode from the same screen once your pet is found safely.

Wonderful news! Go to your pet's profile in your PetTag account and tap "Mark as Found." This instantly deactivates the lost alert, removes the LOST banner from the public profile, and sends a "Pet Found!" notification to any PetTag users who received the broadcast alert. Your pet's profile returns to its normal state.