This usually comes down to a small typo — the characters on tags can be easy to mix up.
First, double-check a couple things:
Make sure the tag isn’t already activated on your pet’s account
Enter the exact letter/number sequence printed directly under the QR code on the tag
Include all prefixes, dashes, letters, and numbers
Common mix-ups we see:
0 (zero) vs O or 8
1 vs I
2 vs Z
3 or 8 vs B
5 vs S
I/i vs L
If it still won’t activate, email support@pethub.com with a clear photo of the QR code side of the tag and we’ll get you sorted out.