Below are our most frequently asked questions when using the Adoptions Made Easy (AME) system, including questions on setup, processing adoptions, compatible devices, and device settings. Please bookmark this page and use it as a troubleshooting tool as you learn how to navigate the system.
For additional assistance, please contact us via email at amesupport@petsmartcharities.org.
AME is accessed on any web browser at https://ame.petloyalty.co/
No, we are unable to set up an AME administrator on the same day. Please submit a request by contacting amesupport@petsmartcharities.org with the subject line “Set Up AME Administrator.” Be sure to include the following information in your email:
Adoption Partner Number
Partner Organization Name
AME Admin First and Last Name
AME Admin Email*
*Please ensure that this email is unique to the user and is not shared among multiple people within your organization.
Please allow 2-3 business days after submitting a request for PetSmart Charities to create the initial AME administrator account. After your account is set up you will be able to continue to process adoptions.
The administrator will be your organization's primary point of contact for making changes and updates in AME. An ideal AME administrator candidate is an individual that manages your organization’s overall partnership with PetSmart Charities and/or manages others in your organization who perform adoptions in PetSmart store(s).
AME administrators will support their group’s initial AME setup, share AME training details with others in the group that facilitate in-store adoptions (e.g. staff, volunteers, fosters), and add, delete, and change users for your organization on an ongoing basis.
If your organization hasn’t identified who your AME administrator is yet, contact amesupport@petsmartcharities.org with the subject line “Set Up AME Administrator.” Please include the following information in your email:
Adoption Partner Number
Partner Organization Name
AME Admin First and Last Name
AME Admin Email*
*Please ensure that this email is unique to the user and is not shared among multiple people within your organization.
Your AME administrator will receive an email within 2-3 business days with further instructions for setting up an account.
Please allow two business days from when your organization gets their new adoption partner confirmation email for PetSmart Charities to create the initial AME administrator for your organization.
Once an AME administrator has been created for your organization, that person can create additional AME administrators.
Please email amesupport@petsmartcharities.org with the subject line “AME admin link not working.”
Yes, you can have as many administrators as you need to properly manage AME access for your organization. However, we recommend that you select your administrators ahead of time and ensure that they are aware of their responsibilities in the AME system.
Click here for everything you need to know about the option to accept electronic payments for adoption fees and donations to your organization through the new AME platform.
Yes, everyone that will process in-store adoptions, including volunteers, needs to have an AME profile. Your AME administrator is responsible for providing access to these users.
AME administrators can create additional users for your organization.
Once the admin is setup and logged into the system, take the following steps:
1. Click on the “Users” tab.
2. Click on the “Invites” tab.
3. Click on “Add new user” and repeat as many times as needed.
Do we need to add the store associate as an administrator or user for our organization?
No, PetSmart associates will already have access to process adoptions for all adoption partners. You do not need to add them as a user for your organization.
No, PetSmart associates will already have access to process adoptions for all adoption partners. You do not need to add them as a user for your organization.
Please use the “Forgot Password?” link on the AME Adoption Partner homepage.
No, we are not able to add a store to your organization on the same day. You will need to ask the PetSmart store leader to submit a ServiceNow ticket so that your organization can process adoptions in the store. Please allow 2-3 business days after the request is submitted for the store to be reflected in the AME system.
Training can be accessed here.
Only adoptions entered into AME will be shown in AME. However, all adoptions recorded since February 1 are still being counted towards your reward totals, and those totals can be viewed on our website via the Adoption Partner Lookup Tool. To view a detailed report of adoptions, please contact your PetSmart store leader.
AME will work best on devices with cellularly-enabled location capabilities. These are most commonly smartphones and tablets connected to a cellular network. These are the most preferred devices for AME.
cellularly-enabled devices:
Your location must be shared when performing an adoption. If you’re accessing AME from a cellularly-enabled device, please ensure the following:
We cannot provide support for individual devices; however, we have provided general support links for commonly utilized devices and platforms below.
Instructions for turning on location services:
Please note: VPN services often mask location and may interfere with AME
wi-fi only devices:
Your location must be shared when performing an adoption. Because device and network configurations vary widely, we cannot guarantee that this option will always work.
If you’re accessing AME from a Wi-Fi only device, please ensure the following:
“Allow” location to be shared if prompted.
Enable location services on your device and the browser that you are using at the time of adoption.
We cannot provide support for individual devices; however, we have provided general support links for commonly utilized devices and platforms below.
Instructions for turning on location services:
Please note: If using a hotspot to connection to the internet on Wi-Fi only device, the location services must be on for both the Wi-Fi only device and the hotspot. Additionally, VPN services often mask location and may interfere with AME.
If you have been receiving errors in the AME system or the data doesn’t seem to update on the screen, try refreshing the page in your browser. You may also want to try closing the tab and reopening the website in a new one to refresh your connection to the system.
If you are still having trouble, contact us via email at amesupport@petsmartcharities.org.
We highly recommend you bring your own cellularly-enabled device to process adoptions. AME will work on store iPads, but please note that in October 2023 all iPads will be removed from stores.
If you are using a store iPad, you will need to ask a store associate for assistance with turning location services on. We ask that you do not access the settings on the store iPad yourself. If you are still unable to get AME to work on the store iPad, please contact amesupport@petsmartcharities.org for further assistance.
If your organization currently uses the store iPad, we highly recommend you determine how to get access to your own cellularly-enabled device to process adoptions. AME will work on store iPads, but please note that in October 2023 all iPads will be removed from stores.
AME is not an app. It can be accessed on any web browser at https://ame.petloyalty.co
We value feedback from our partners and always take it into consideration for anything we launch or change in the future.
Please contact us via email at amesupport@petsmartcharities.org.
