2026 How to search for a deceased pet to cancel a plan

Modified on Mon, Jun 29 at 4:01 PM

Use this guide to search for plans put on hold because a pet was marked Deceased in the practice management software, and to cancel the associated plan and any overdue payments.

AdministratorManagerStaff — search onlyAny time a pet with an active plan has passed away

Action required — fees continue until the plan is cancelled

It is important to cancel the associated plan and any overdue payments as soon as possible to ensure IDEXX fees no longer apply.

Things to know before you begin

Automatic plan hold

An active plan is automatically put on hold during nightly updates if a pet has been marked Deceased in the practice management software. The plan will not be cancelled automatically — staff must complete the cancellation.

Monthly review

View the Potential Payment Issues report before the 20th of each month to identify plans on hold for deceased pets that still need to be cancelled.

Steps to find and cancel a deceased pet's plan

Search for the deceased pet's plan

Use Advanced Search to locate inactive pets

Locate the plan

Open Advanced Search

Within the Search field, click Advanced.

Set Pet Status to Inactive

From the Pet Status drop-down list, select Inactive.

Search for the pet

In the Search field, type the name of the deceased pet and press Enter.

Open the plan

Click View to the right of the plan you need to cancel.

Cancel the plan and payments

Cancel the plan recommended

Go to Plan Administration then click Cancel Plan and complete the cancel plan process.

Cancel overdue payments recommended

Click the Payments tab. Click Cancel to the right of any payment that will not be collected and complete the cancel payment process.

Reminder: Both steps 5 and 6 are strongly recommended. Leaving a plan active or overdue payments uncancelled may result in continued IDEXX fees being applied to the account.

Other helpful resources

Cancel a payment Cancel a plan