---
title: Common Error Messages
description: "PetMatchPro displays error messages when something prevents animal data from loading. This guide explains what each error means and how to fix it. ## Error Message Format All PetMatchPro errors appear in a consistent format: - A bold error title…"
url: "https://petmatchpro.com/docs/common-error-messages/"
updated: "2026-10-24"
category: Troubleshooting
---

# Common Error Messages

PetMatchPro displays error messages when something prevents animal data from loading. This guide explains what each error means and how to fix it.

## Error Message Format

All PetMatchPro errors appear in a consistent format:

- A bold error title (e.g., **Error:**, **Configuration Error:**)
- A description of what went wrong
- Optionally, a link to contact support (if you've configured a support email in the Contact tab)

## Error Reference

### Configuration Error

**Message:** "Check PetMatchPro configuration, no details provided for search to our animal database."

**Cause:** The plugin is missing required configuration — typically the API key or other required settings.

**Fix:**

1. Go to **PetMatchPro > General Options**.
2. Verify your **Integration Partner** is selected.
3. Confirm your **API Key** is entered.
4. For RescueGroups, confirm the **Organization ID** is entered.
5. Click **Apply Changes**.

### Connection Error

**Message:** "Unable to reach animal database: [error details]"

**Cause:** PetMatchPro could not connect to your shelter management system's API.

**Fix:** See [API Connection Issues](/docs/api-connection-issues/) for detailed troubleshooting.

### Parse Error (PetPoint Only)

**Message:** "Unable to parse response: [XML error]"

**Cause:** PetPoint returned malformed XML data that PetMatchPro couldn't process.

**Fix:**

- This is usually a temporary API issue. Wait a few minutes and refresh the page.
- If it persists, contact your PetPoint representative to check their API status.

### No Results

**Message:** "Unable to reach database or no animals meet search criteria."

**Cause:** The API connected successfully but returned no matching animals.

**Fix:**

- Verify animals exist in your shelter system for the method type you're searching.
- Check if your search filters or `species` parameter are too restrictive.
- Check if the `exclude` parameter is removing all results.

### Template Upgrade Required

**Message:** Displays an upgrade message with a link to [petmatchpro.com/my-account/](https://petmatchpro.com/my-account/).

**Cause:** You selected a non-default template that requires a higher license tier.

**Fix:**

- Switch to a default template (available on all tiers), or
- [Upgrade your license](https://petmatchpro.com/my-account/) to Junior or Preferred

See [Template Not Found Errors](/docs/template-not-found-errors/) for more details.

### Template File Not Found

**Message:** "Search/Detail template file not found: [filename]"

**Cause:** The template file specified in settings or shortcode doesn't exist.

**Fix:** See [Template Not Found Errors](/docs/template-not-found-errors/).

### Method Error

**Message:** "Unknown method: [method name]"

**Cause:** The `type` parameter in your shortcode contains an invalid method type.

**Fix:** Use a valid method type: `adopt`, `lost`, `found`, `list`, `preferred`, or `featured`.

### Unsupported Type (RescueGroups)

**Message:** "The search type "[type]" is not supported by RescueGroups. Supported types: adopt."

**Cause:** You used a method type that RescueGroups doesn't support (lost, found, list, or preferred).

**Fix:** Use `type="adopt"` or remove the type parameter (defaults to adopt).

## Support Email Link

If you've configured a support email in **PetMatchPro > Contact**, error messages will include a "contact support" link that opens an email with the error details pre-filled. If you don't see this link, set up your support email in the Contact tab.

## Next Steps

- [API Connection Issues](/docs/api-connection-issues/) — Fix connection problems
- [Template Not Found Errors](/docs/template-not-found-errors/) — Fix template issues
- [Animals Not Displaying](/docs/animals-not-displaying/) — Debug checklist

 Common Error Messages ultima modifica:  2026-03-25T19:29:24-04:00 da PetMatchPro