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 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/.

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 to Junior or Preferred

See 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.

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 — Fix connection problems
• Template Not Found Errors — Fix template issues
• Animals Not Displaying — Debug checklist