Contact Rover Support

A phone number can only be linked to one account at a time. If you’re getting an error message that says, “This phone number is already registered,” it usually means you already have an account.

Please contact Rover Support from here and include the following information: 

1. The email address of the account that you’re trying to add your phone number to.
2. The phone number that you’re trying to add to your account.

Or, you can chat with us by clicking on the blue Chat window in the Help Centre at the bottom right of your screen.

Pet profiles allow you to provide vital care information to your sitter, like vet contact information, daily care instructions, and your pet's habits. This is the best way to ensure that your pet has a safe and happy time while you're away. Make sure you completely fill out your pet's profile to set your sitter up for success during the stay.

Create a new pet profile

Edit a pet profile

Delete a pet profile

Create a new pet profile

The more details you provide in your pet's profile, the better. This helps your sitter or walker understand your pet's needs before and during their time together.

Example:

Here's how to create a new pet profile:

Rover app

1. At the bottom of the app, tap Your Pets. 
   
   
   
   
2. Tap Add a Pet.
   
   
   
   
3. Include a photo of your pet, then fill out each of the sections (Pet Details, Additional Info, Care Info, and Veterinary Info).
   
   
4. Tap Save when finished.

Computer

1. 1. Once signed in, select your name in the upper right corner of the screen, then select Your pets in the dropdown menu.
      
      
   2. Select Add pet.
      
      
      
      
   3. Fill out each section.
   4. Select Save pet. 

Edit a pet profile

1. From your Rover account, select Your pets from the dropdown menu.

2. Select Edit next to your pet’s name.

3. Select Save. 

Delete a pet profile

• If your pet has recently passed away and you'd like to memorialize their profile, visit this article.
  
  
• To delete a profile, scroll to the bottom of the profile and select Remove or memorialise this profile.

Finding the perfect pet sitter or dog walker near you is easy with Rover:

Computer

1. Go to Rover.com and select the Search Sitters button.

2. Fill in the type of service, address and dates you need a sitter.

3. Browse sitters and dog walkers in your area. You can narrow your search by selecting a service you’re interested in, the dates you’re looking to book, your price range, and more.

4. To get even more specific about what you’re looking for, apply a filter.

5. Scroll through the list and select a sitter profile that seems like a good match to learn more about them.

6. Read reviews, browse photos, and when you’ve found someone great for your pet, select the Contact button on their profile to start a conversation.

Rover app

1. Open the Rover app.
2. Tap on Services at the bottom.
   
   
    
3. Tap what service you’d like to book. 
   
   
   Enter the details about your booking, then select Search now.
   
   
   
    
4. To adjust your filters, select the filter icon in the top right corner of the screen. 
   
   
   
   Choose your location, the stay dates, which pets you’d like to book, your price range, home type, and more! 
   
   
   
   
   
   
   
   Select Apply in the upper right corner of the screen.
   
    
5. A list of nearby sitters will appear for you to browse. To see a map view instead, tap the map icon in the top right corner of the screen.
   
   
    

We recommend contacting two to three sitters or dog walkers when beginning your search. That way you’ll have lots of options when you’re ready to book your first service.

Have questions? We're here for you! Submit a request by navigating to the bottom of any page in the Help Centre and selecting Get help.

There are a couple of different ways to contact a pet care provider depending on the status of your booking.

If you're contacting a sitter or walker for the first time during your booking search, visit the sitter's profile and select the Contact button.

If you have an active request or booked service with the pet care provider, check out the instructions below.

Rover app
Computer

Rover app

1. Tap Inbox at the bottom of the app.
2. If you sent a request to your sitter or walker but it hasn't been confirmed, tap Pending at the top. If you already confirmed the booking, then tap the Upcoming tab next to it.
3. Select the person you'd like to contact from the list of bookings in your inbox.
4. You'll be directed to a conversation thread where you can send your pet care provider a message.
5. To call the sitter or dog walker, tap the three-dotted icon at the top of the conversation thread.

Computer

1. Navigate to your Rover inbox.
2. Select the inbox category related to the booking status. You can also select All conversations to see all of your messages with sitters.
   
   
3. Locate the sitter or walker you want to contact by selecting their name. This will redirect you to a conversation thread.

Note: To protect the sitter and dog walker's privacy, we don’t provide personal contact information until the service is booked. Plus, you can send all your messages through the Rover site or app, even after your stay is booked, it’s that easy.

Booking through Rover not only keeps your account in line with our Terms of Service, it also gives you dedicated support, the Rover Guarantee, and a secure, convenient way to pay.

Take a look at our Meet & Greet Checklist for Dog Owners and related articles about bookings and payments to learn more.

So you’ve found the perfect sitter or dog walker, contacted them, and had a Meet & Greet, sounds like you’re ready to book. To book a service, simply:

Computer:

1. Navigate to your Inbox by selecting the conversation icon in the upper right corner of your screen.

2. Locate the conversation with the sitter you want to book with under Pending requests. Select the Book Now button.

3. Review booking details to make sure the dates, the number of pets, and the price details are correct, then enter/review your payment for the booking. If you have a coupon or promo code, click Enter promo code.

4. Click Request to Book.

Once the sitter accepts your request, the service has been booked. You'll receive an email confirmation and the stay will appear in the Upcoming bookings section of your account.

Your card will be charged for the entire service at the time of booking. Your sitter or dog walker will be paid within five working days of the end of the service. For more information on how payments work, check out the payment section.

Rover app:

1. Tap Inbox and open the Pending folder to locate the request you’d like to book.
2. Book your request and enter your payment and billing information. 
3. Enter any promo codes you may have and tap Redeem.
4. Review your stay summary and tap Request to Book

Important:

• Booking and paying through Rover is required per our Terms of Service.
• Never pay your sitter or dog walker by cash, this can expose you to fraud and makes your bookings ineligible for the Rover Guarantee and support.
• If you've changed your pending request to include additional dates or pets, your credit card will be charged the new rate. The previous charge for the first request will also appear on your credit card statement but will be invalid as soon as the new debit has been made.
• If you need to make changes to your booking, please contact your sitter directly. If the sitter agrees with the changes, they can edit the booking from their rover account.

Sitters and walkers manage their own rates on Rover, and the total cost of a booking will vary depending on the service, the sitter's rates, and your own booking needs.

To learn more about the different services offered on Rover, check out this article.

Each service has a standard daily rate. This is the base price of a service. Depending on your booking needs, sitters may charge additional rates which will be added to the cost of the booking.

To learn more about each of these additional rates, click on an individual rate from the list below.

• Peak Rate
• Additional Pet Rate
• Extended care rate
• Extended Stay Rate
• Puppy Rate
• Pick-Up and Drop-Off Rate

Viewing additional rates

Since additional rates can change the total price of a service, it’s a good idea to review your sitter’s rates before you book. To view standard rates and additional rates:

1. Navigate to the sitter’s profile from your inbox. Under their profile photo, you’ll see a breakdown of standard rates for each service.
2. Below the list of services, select the Additional Services & Rates icon to see a detailed list of their rates.

Note: Additional rates may vary for each service.  Make sure you review additional rates for each service a sitter offers.

Peak Rates

Holidays are a busy time for both owners and sitters. For this reason, sitter rates may be slightly higher during some in-demand times of the year. Click here to see this year's holiday dates. 

Note: If part of your booking dates overlaps with a holiday, the sitter's holiday rate will still apply to the entire booking—even if some of the dates within the booking are slightly outside of the holiday ranges listed above.

For example, if you booked a house sitting request from 20th- 26th December, the holiday rate would apply to all dates for that entire booking.

Additional Pet Rate

If you have more than 1 pet who needs care, then sitters may charge an Additional Pet Rate.

Extended Care rate

Rover automatically applies extended care rates to dog boarding or house sitting requests if the pick-up time you selected on the final day is much later than when you dropped off your pet on the first day. This ensures that sitters are compensated for their additional time. 

• If the extended care is more than 2 hours or up to 8 additional hours, you’ll pay an additional amount that is 50% of the sitter’s nightly rate.
• If the extended care is more than 8 additional hours, Rover will include an additional charge that is 100% of the sitter’s nightly rate.

Extended Stay Rate

The extended stay rate is a nightly rate that sitters can apply to boarding, house sitting, or drop-in bookings for longer stay. Sitters customize the length of time to determine when the extended stay rate applies. For instance, a sitter may apply this nightly rate for stays that are 7 nights or longer. This rate would apply to all dates for the booking and only to the first pet.

Puppy Rate

Puppies often require a different level of care than older pets. If your pet is less than one year old, then some sitters may charge an additional rate for watching or walking your puppy.

Pick-Up and Drop-Off Rate

Some sitters may offer to pick up and drop off your pet at the beginning and end of a stay. If you'd like to include this option in your booking, sitters may charge a small fee to accommodate your request.

Rover Cards give you the option to share information with your pet owners through the Rover app. You can send Rover Cards for walks, drop-ins, and day care services. 

Rover Cards allow you to share the following information:

• A map of your walk with total distance (if applicable)
• At least one photo and an optional short message
• Potty breaks
• Food and water activity

Note: Rover Cards are needed for payment to process after a recurring service. If you prefer not to use a Rover Card, you can book each service separately as a non-recurring service.

How to start and send a Rover Card

Use of Rover Card data

Additional information 

How to start and send a Rover Card

Note: In order to send Rover Cards, you need the Rover app. Download the app for free here.

You should start a Rover Card right when the service starts. This could be when the walk begins or when the pet enters your care—whatever you’ve agreed to with the pet owner.

1. Open the Rover app and tap Home at the bottom of your screen.
   Note: If you don't see the Home tab, sign out and close the app, then reopen it and sign back in.
   
   
   
   
2. When you’re ready to begin a service, tap Start.
   
   
   
   
3. During the service, take a photo and track any events that happen by tapping the icons for pee, poo, food, and water breaks.
   
   
   
   
   
4. When you’re done, tap Stop to stop the clock.
   
   
   
   
5. Write an optional message, review the Rover Card, and make any edits you need. Then, tap Send to send it to your pet owner.
   
   
   

To view past Rover Cards you’ve sent, tap More at the bottom of your screen and then tap Rover Cards.

Use of Rover Card data

It’s always up to you whether or not to use a Rover Card to share information with your pet owners. If you’d prefer not to use Rover Cards, that’s fine too — you can always arrange to provide walks, drop-ins, and day care services for your pet owners without them.

Rover Cards allow you to share information with your pet owners about the services you provide, such as the start time, stop time, length of service, photos, route of your walk, and other details.

Rover Cards are meant for you and your pet owners. Rover doesn't compile or analyse time data about individual sitters or use time data to make decisions about individual sitters. Additionally, Rover Cards don't collect information about vehicle mileage.

In limited circumstances, Rover may need to access or consider time data about an individual sitter if reasonably necessary to respond to a question from the sitter about their account, promote the safety of people or pets, address concerns about fraudulent or illegal use of the platform, as required by law, or in connection with legal matters.

Additional information

• Your pet owners don’t need the app to get Rover Cards, but we highly recommend they download it. The app makes it easy to get updates and book services on-the-go.
  
  
• It isn’t possible to resend a Rover Card. Your pet owner can view these at any time via Rover Messages or through the app by tapping More > Rover Cards.
  
  
• Booked walks and drop-ins are typically 30 minutes. However, if you and the pet owner want to book a longer service, we recommend booking back-to-back services. Go here for tips on how to adjust your rates on a per booking basis.

We encourage you to only take requests you can accommodate to keep cancellations rare and your pet care services booming. However, if you do need to cancel a booking, we offer all the tools you need to make it happen smoothly.

Note: Keep in mind that frequent last-minute cancellations can impact your visibility in search and may result in an automated record on your profile.

Rover app

Computer

Rover app

1. Navigate to your inbox and tap the Upcoming tab. Then choose the booking you need to cancel.
2. Tap the three-dotted icon in the upper right corner and select Modify booking.
   
   
   
3. Tap Cancel booking.
   
   
4. Select a cancellation reason from the dropdown menu.
   
   
   
   
5. Review the cancellation details and write a message to the owner explaining why you need to cancel. Tap Cancel booking to finalized your changes.

Computer

1. Navigate to your Inbox by selecting the conversation icon.
   
   
2. Visit the Upcoming bookings section and select the request you want to cancel
   
   
3. Once the booking is open, locate the grey box that lists the service details. Select Cancel booking.
4. Specify whether you’d like to cancel all future services for this booking.
5. Select a cancellation reason and include details about why you’re cancelling. Confirm your changes to complete the cancellation request.
   
   

5. Select Cancel booking.

Important: If you're cancelling within seven days of an upcoming stay or within 14 days of a holiday, your account may be subject to account review. For more information about Rover’s cancellation policy for sitters, please read our Terms of Service.

A recurring service allows pet owners to set a daytime service to repeat with you every week. Just book it once, and the service will repeat automatically until you cancel. This is a great way to set a consistent schedule with repeat pet owners. 

You can set up a recurring service for dog walking, day care, and drop-in visits.

Accept a recurring service request

Modify a recurring service

End a recurring service

Accept a recurring service request

If an owner requests a recurring service, it will be displayed in the Booking Details section, indicating that the service repeats weekly. Simply book the request as you normally would.

Modify a recurring service

You can make changes to a recurring service for the current week or for future weeks. This allows you to:

• add upcoming services 
• remove upcoming services  
• edit service start times
• edit the schedule template (the regular set schedule you have with the pet owner)
• end a recurring service with a pet owner, so no new bookings will generate going forward

Modify this week

The updates you make will only impact this week’s service.

Rover app:

1. From the Home dashboard, tap Manage weekly care for this week.
2. Select the pet owner you’re modifying this week’s service for.
3. Tap the time of a service to change it, then select Done.
4. To remove one or more services for the week, tap the trash icon next to each service. To add a service, tap +Add a walk/visit.
5. When finished, scroll down and tap Submit changes.

You can also modify this week's booking on a computer. To do this, open the booking, then select Modify Booking on the left side of the page.

The pet owner will receive an email about the changes, and they’ll be charged for any additional services immediately. If you removed any services, Rover will initiate a refund immediately, but it can take between 5-10 business days to process.

Modify upcoming weeks

Rover app:

1. Open the recurring service you want to modify and tap Details.
2. Tap Modify, then Modify details.
3. To modify a service date, scroll down to view upcoming weeks of service. Tap the pencil icon next to the date you want to change.
4. Tap the section you need to change, such as the date or time, then tap Done.
5. Tap Edit walk/visit to finalize your changes.

To add a walk, tap the +Add walk/visit icon above the upcoming dates. Fill out the date and time, then tap Add.

Cancelling a walk or visit

To cancel a walk or visit for a specific date:

1. Tap the pencil icon and select Cancel this walk/visit at the bottom of the service details.
2. Add an optional note for the pet owner, then confirm your changes by tapping the button below.

Edit the schedule

End a recurring service 

When you end a recurring service with the pet owner, the current week's booking will remain scheduled. After that, no new bookings will generate going forward. 

Rover app

1. Locate the booking and tap the three-dotted icon.
2. Tap Modify booking, then Cancel booking.
3. Select a cancellation reason from the dropdown menu. 
4. Confirm your changes by tapping Cancel booking.

Computer

1. Navigate to the Stay Details section of the booking from your inbox and select Cancel Booking.
2. Select a cancellation reason and confirm your changes.

You and the pet owner will receive a message confirming the cancellation. No new bookings for this pet owner will appear beyond the one scheduled for the current week.

In this article, we'll go over:

Booking with a pet owner

Repeat bookings

Booking With a Pet Owner

Pet owners will select the Contact button on your profile to initiate a booking request. 

Once the pet owner has submitted their request, it'll show in the Pending requests section of your inbox. Here's how to book the stay:

Computer

1. Respond to the request as quickly as you can. Owners are more likely to book with sitters who promptly reply to their request.

2. Review the details of the booking to make sure the request is a good fit for you. You can see more details about the pet by clicking on the pet's profile.

3. Before booking, make sure to have a Meet & Greet, this is a great opportunity to get to know the pet owner and pet and ask questions that weren't covered in the request. To learn more about how to schedule a Meet & Greet check out this article.

4. When you and your pet owner are ready to book, either one of you can select Book it now.
5. After the Book it now button has been selected, the owner has 72 hours to book the request. After 72 hours, the request expires. It’s easy to renew the request, though, check out this article to learn how.

Once a request is booked, it automatically moves to the Upcoming bookings section of your inbox.

If the booking isn't a good fit, let the owner know via Rover Messages, then archive the request. If you don't archive the request, you may not show in search for those dates sice you still have a pending request. You can learn more about archiving requests here.

Rover app

Once you’re in contact with a pet owner, typically after they’ve contacted you, you can continue messaging with them in the Rover app. Here’s how:

1. Tap Inbox at the bottom of your screen.
   
   
   
   
2. Tap Pending for unbooked stays or walks.
   
   iOS                                                                    Android
   
            
   
   Or Upcoming for booked stays that are upcoming or in progress.
   
   
   iOS                                                                     Android
   
            
   
   
3. Tap the mailbox icon at the top left of your screen to see your Past bookings or Archived requests (iOS only, for Android you'll be able to see all requests in the inbox section of the menu).
   
   
   
   
4. Tap the conversation you’d like to continue. You can write a message and attach photos or videos, then tap send.

Repeat Bookings

A pet owner wants to book with you again, that’s great! You can make their next stay even better than the last by creating a new booking for them:

Computer

1. Navigate to your Inbox by selecting the conversation icon.

2. Go to Past bookings, then select the View past customers link.

3. Locate the pet owner you’d like to book with and select Make A New Booking. Pro-tip: you can use the search box to filter your bookings by the owner's or pet's name.

4. Enter the service details and include a message to your pet owner. Then select Send request to send the booking request to your pet owner.

5. Visit the Pending requests section to review your request. If everything looks good, select Book it now to finalize the booking.

Need to make a change to the request? Visit this article for more information.

Rover app

1. Tap Rebook at the bottom of the screen.
   
   
   
   
2. Locate the pet owner you’d like to book with and the service you’d like to book, and tap Rebook.
   
   
   
   
3. Enter the service dates, select the type of service, write your pet owner a message, and then select Send Request to send the booking request to your pet owner.
4. Locate and select your new request under the Pending section. There you can adjust the service dates, pets, and price before booking if needed (see this article for more details).
5. Select Book it now to request payment from your pet owner and finalize the booking.
   

The Payments section of your account allows you to view funds for completed bookings. Payments for bookings will appear in your Rover account 2 days after you successfully complete a service.

Adding bank details to account

Payout process

View payment history

Adding bank details to account

To receive payments on Rover, you need to provide two pieces of information through our payment processor, Stripe:

• Your social security number
• Your bank account information

To add this information to your account, follow the instructions below.
 

Computer:

1. Navigate to the profile management page of your account.
2. Under Manage Your Business, select Receive payments.
3. You’ll be redirected to our third-party payment processor, Stripe, to enter your bank account information and other tax-required information.

Rover app:

1. From the menu, tap More, then Payments.
2. Tap Receive payments.
3. Select Update payment details. Enter your social security number.
4. Select Add a bank account.
5. Enter bank info, then select Submit.

Payout process

Two days after you complete a service, the funds will appear in the Processing Payments section on your dashboard. Once that happens, our payment processor Stripe will automatically transfer the funds to your bank account via direct deposit.

When the funds are transferred to your bank, you'll see a ‘Fulfilled’ status on the Payments tab of your payment history.

The fulfillment date indicates when Stripe initiated the transfer to your bank account. Most banks deposit these funds into your bank account as soon as they’re received, but in some cases, it can take up to 5 business days to see the funds in your bank.

View payment history

• To view your payment history from the Rover app, tap More > Payments. Scroll to the bottom to view your payment history.
• To view this information from a computer, select View payments from your dashboard.

Your payment history shows all of your completed bookings, payments for services, withdrawals of earnings, and your withdrawal history by year (that's important for tax purposes).