Common errors and solutions
📅 Last updated: 20 May 2026
Below is a list of the most common error messages and issues you may encounter when using My Animal Trust, along with guidance on how to resolve them.
For more detailed information about using specific features within the app, including additional FAQs and support guidance, please visit the relevant section from the menu.
‼️ Error Messages
Error Message: “Multiple records found”
If you see the error message “Multiple records found”, this means we need to make an update to your account in our system. Please contact us using the chat function on our website: 1. Select “Send us a message” 2. Choose the most relevant option 3. Follow the prompts to reach our team We may need a few details from you to complete the update. Once this has been resolved, you can try logging in or linking your account again.I haven’t received my login email or verification code
If your email or code hasn’t arrived: - Please wait a few minutes, as delivery is not always instant - Check your junk or spam folder - Try generating the link or code again - Make sure you entered the correct email address If you still don’t receive anything, please raise a support ticket using the form linked here so we can help.Error Message: “This email is already registered. Please log in to continue.”
This message means an account already exists for this email address. Please use the login page here: https://www.animaltrust.org.uk/my-animal-trust/login [here](https://www.animaltrust.org.uk/my-animal-trust/login) If this doesn't solve the issue,please raise a query with our Tech Support team using the link at the bottom of this page.Error Message: “User with this email address not found in client app.”
This usually means your existing Animal Trust account has not yet been linked to the new client system. To resolve this, please follow the account linking process here: https://www.animaltrust.org.uk/my-animal-trust/transfer-email Once completed, you should be able to access your account normally.Error Message: “Incorrect email or password”
If you’ve forgotten your password, you can reset it here: https://www.animaltrust.org.uk/my-animal-trust/reset-password Please make sure you are using the same email address registered with your Animal Trust account. If this doesn't solve the issue,please raise a query with our Tech Support team using the link at the bottom of this page.Error Message: “No active account is linked to this email address”
It’s likely that another email address is registered with us. Please double-check and try entering a different email address you may have used previously. If this doesn't solve the issue,please raise a query with our Tech Support team using the link at the bottom of this page.📩 Need more help?
If you can’t find what you’re looking for: