Common errors and solutions
📅 Last updated: 25 September 2026
Below is a list of 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 specific features within My Animal Trust, including additional FAQs and support guidance, please visit the relevant section from the menu.
‼️ Login Error messages
Error Message: “We found your client record, but something seems wrong with your account”
We found your client record, but there appears to be an issue with your account. You may also see an error code displayed with this message. Please include this code when contacting us, as it may help our Tech Support team investigate the problem. Please raise a support ticket using the link at the bottom of this page.Error Message: “Email already registered”
This email address is already registered to a My Animal Trust account. Please use the login page: https://www.animaltrust.org.uk/my-animal-trust/login If you are unable to log in, try resetting your password or raise a support ticket using the link at the bottom of this page.Error Message: “Please activate your account”
We found your client record, but your My Animal Trust account still needs to be activated. Please follow the account activation 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 / password”
Please check that you have entered the correct email address and password and try again. If you have 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 My Animal Trust account. If you are still unable to log in, please raise a support ticket using the link at the bottom of this page.I’ve logged in before, but it’s now saying “Incorrect email / password”
If you’ve successfully logged in to My Animal Trust before, you may be using a different email address from the one registered to your account. Check your email inboxes for previous correspondence from Animal Trust. The email address receiving these messages may be the one linked to your account. Try logging in again using that email address. If you're still unable to log in, try resetting your password. If the issue continues, please raise a support ticket using the link at the bottom of this page.Error Message: “No client record found”
We couldn't find an Animal Trust client record matching the email address you entered. If you are new to Animal Trust, you can create an account using the registration page. If you have previously registered with Animal Trust and believe you already have a client record, please raise a support ticket using the link at the bottom of this page so our Tech Support team can help.Error Message: “Account deactivated”
Your account has been deactivated and cannot currently be accessed. Please raise a support ticket using the link at the bottom of this page so our Tech Support team can investigate.Error Message: “Account not verified”
Your account has not yet been verified. Please check your email for the verification message and follow the instructions provided to complete your account verification. If you have not received the email, check your junk or spam folder.Error Message: “Too many attempts”
Too many attempts have been made within a short period of time. The message will tell you how many seconds you need to wait before trying again. Please wait until this time has passed before requesting another code or trying again.I haven’t received my login email or verification code
If your email or verification code hasn't arrived: * Please wait a few minutes, as delivery is not always instant. * Check your junk or spam folder. * Make sure you entered the correct email address. * If the option is available, try requesting the email or code again. * If you see a “Too many attempts” message, wait for the displayed time before trying again. If you still don't receive anything, please raise a support ticket using the link at the bottom of this page so we can help.Error Message: “Error – Something went wrong”
An unexpected error has occurred. Please try again. If the problem continues, raise a support ticket using the link at the bottom of this page.📩 Need more help?
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