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 the Help Centre 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.

You can reach out to us by submitting a help request by navigating to the bottom of any page in the Help Center and selecting Contact Support.

Or, you can also chat with us from 9am to 6pm, Monday to Saturday, by clicking on the green Chat window in the Help Centre at the bottom right of your screen.

If you need to change dates or modify pets for a booking you already confirmed, you can contact the sitter through Rover Messages to request a booking modification. If they agree to the changes, they can update the booking for you. In this article we'll go over:

How to contact your sitter

How to accept the sitter's modifications to a booking

How price adjustments are reflected in the booking modification

To contact your sitter

1. Sign in to your Rover account and navigate to your Inbox by selecting the envelope icon.

2. Select the Upcoming Stays tab and then select the request you want to modify.

3. Send a message to your sitter and specify the changes you want to make to the booking. If the sitter can accommodate your changes, they'll modify the booking from their account.

Note: If you're adding any new pets to the booking, they must have a Rover pet profile first. To learn how to create one, check out this article.

Accepting Modifications to a Booking

Once the sitter updates the booking, you'll receive an email to confirm the changes. You have 72 hours to accept the changes. You can do this from the iOS/Android app or web (browser on your computer, tablet or phone).

Rover App:

1. Tap Inbox at the bottom of your screen.
   
   
   
   
2. Tap on the Upcoming inbox (Tap the folder icon in the upper left corner of the screen to switch between Pending/Upcoming and Past/Archived in iOS. For Android, simply click on Upcoming on the top).
   
   iOS:                                                                               Android:
                
   
   
3. Tap the request that’s being modified.
4. Tap Details, then tap View modifications (on iOS) or See requested changes (on Android) to review the modification request.  
   
   iOS:                                                                               
                      
   
   Android:
   
                              
   
   
   
5. Navigate back to your conversation with the sitter and tap Accept to confirm the request.
   
   

Web:

1. Sign in to your Rover account and navigate to the booking modification you requested.
2. Locate the grey box that lists your service details and review the changes.
3. If everything looks good, click the green icon to accept the changes. 
   
   

If the modification request is different from what you discussed with your sitter, contact your sitter first. If the request needs to be declined, select Decline modifications. The service will remain booked, but the proposed modifications will not be applied to the booking.

Price Adjustments

• If a modification leads to an increase in cost, you’ll see an additional amount in the Due now section. 
  
  
• If the modification results in a refund, then the funds will be returned within 5 - 10 business days in the original form of payment. Any promo or gift card funds will be available to use immediately.

So, you’ve found a great sitter or dog walker on Rover and want to start a conversation. Here’s how to get the ball rolling:

Web
App

Web:

1. Go to the sitter’s profile and select the Contact button. 

2. Fill out the pop-up form. Include which service you'd like to book, as well as the date range, your pets, time of service, and a message for the sitter, and click on Send.

3. Call or text the sitter or dog walker using their Rover number. Rover numbers allow pet owners and sitters to call and text each other while keeping their actual phone numbers private. Unique Rover numbers are assigned to each pet owner/sitter relationship.

4. Ask the sitter or dog walker to schedule a Meet & Greet. That’s your chance to get to know them in person and make sure they’re the right fit for you and your pet.

5. After a successful Meet & Greet, either you or the sitter can select Book It Now from your conversation on Rover. Once both you and the sitter or dog walker have accepted, the service is booked.

Rover App:

1. On the sitter’s profile, tap Contact this Sitter (both iOS and Android). 
   
   
   
   
2. Choose what type of service you’d like.
   
   
   
   
3. Tap Dates to choose when the service will begin and then when it will end.
4. Select which pets you’d like to book. Toggle the circle next to your pet’s name to grey to add your pet to the booking.
   
   
   
   
5. Select whether you’d like to receive a text when the sitter replies.
6. Write a message to your sitter, and introduce yourself, your pet, and tell the sitter why you’d love them to care for your pet.
7. Tap Send Request to send your request.
   

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.

We get it, sometimes plans change, and you may need to cancel a service before it’s begun. No problem, you can do this all within your Rover account.

First things first: know your sitter’s cancellation policy. Depending on the date of the cancellation and your sitter’s policy, you may be entitled to a full or partial refund. You can find out what policy your sitter has in place by visiting their profile page.

View sitter's cancellation policy
Cancel a service before it begins
Cancel a service after it's begun

Here's how to view your sitter's cancellation policy:

App
1. Click the Services tab on the sitter’s profile



2. Scroll down to the sitter's calendar.
3. Select a service from the dropdown menu.
4. View that service's cancellation policy under the calendar.



Web
1. Visit your sitter’s profile and scroll down to the Availability section of their account.
2. Under the calendar, you’ll see a list of the sitter’s services and their cancellation policy next to each service.

To review the details of each service type, select the type of service you would like to see and hover your mouse over the cancellation policy for more information:

Same day

For boarding, house sitting, and drop-in visits:

• A full refund is available if a pet owner cancels before the beginning of the booking. 
• If cancelled on or after the beginning of the booking, a 50% refund is available for the first seven cancelled days, and a 100% refund is available for any additional days.

For walks and doggie day care:

• A full refund is available if the pet owner cancels before the booking begins.

One day

• A full refund is available if a pet owner cancels by 12:00pm the day before the booking begins.
• If cancelled later than 12:00pm the day before the booking begins, a 50% refund is available for the first seven cancelled days of the service, and a 100% refund is available for any additional days.
  

Three day

• A full refund is available if a pet owner cancels by 12:00pm three days before the booking begins.
• If cancelled later than 12:00pm three days before the booking begins, they’ll receive a 50% refund for the first seven days of the booking, and a 100% refund is available for any additional days.

Seven day

• A full refund is available if a pet owner cancels by 12:00pm seven days before the booking begins.
• If cancelled later than 12:00pm one week before the booking begins, they’ll receive a 50% refund for the first seven days of the booking and a 100% refund is available for any additional days.
  
  

How to Cancel a Service Before It Begins

Rover app

1. Navigate to your inbox and tap the Upcoming tab. 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 sitter explaining why you need to cancel. Tap Cancel booking to finalise your changes.
   
   

Web

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

2. Select the Upcoming Stays tab and then select the request you want to cancel.

3. Once the request is open, locate the grey box that lists your service details. Select Cancel booking.

4. A drop-down form will ask you to give some details about why you’re cancelling. This message goes directly to Rover Support and will not go to your sitter.

5. Select Cancel booking.

If you haven’t told your sitter that you’ll need to cancel a service already, it’s a good idea to communicate that to them now in your request messages.

Once your cancellation has been initiated, you and your sitter will receive confirmation emails from Rover. You can expect your refund (dependent on your sitter’s cancellation policy) to the original form of payment within 5-10 business days.

How to Cancel a Service After It’s Begun

If you need to cancel a service that is currently in progress, please contact Rover Support at +46 8 446 823 37 Monday to Saturday from 8am - 5pm. You can also chat with us from 8am to 5pm, Monday to Saturday, by clicking on the green Chat window in the Help Centre. Or, submit a help request by navigating to the bottom of any page in the Help Centre and selecting Contact Support.

Safety first, always. Rover was founded on the belief that everyone should have the opportunity to experience the unconditional love of a pet. That’s why we work tirelessly to offer services that keep tails wagging and put pet owners’ minds at ease.

On Rover, you’ll find:

• Detailed sitter profiles with verified reviews by pet owners like you.
• The Rover Guarantee for every service booked.
• Safe, secure, and convenient online payments.
• Identity verification checks for every sitter and dog walker.
• A world-class support team that has your back around the clock.
• Ongoing pet care education for sitters.

For more information, read our Terms of Service.

If you have a health or safety concern related to a Rover service, we're here for you at +46 8 446 823 37.

Rover offers the Rover Guarantee for all services booked and paid through Rover. The Rover Guarantee is our commitment to you in the rare instance that something goes wrong during a booking.

The Rover Guarantee reimburses members of our community for costs arising from certain injuries or damages that occur during a service booked through Rover. The injuries or damages must result from the care provided during a Rover stay or walk. This also includes 24/7 Rover Emergency Support and access to a helpline with expert vet nurses in case your sitter needs advice.

Please make sure you check our Rover Guarantee page to learn more about what's covered, minimum contributions, and limits.

If you have a health or safety concern related to a Rover service, we're here for you at +46 8 446 823 37.

Welcome, pet lover!

If you're interested in becoming a pet sitter or dog walker, you can sign up anytime and fill out the different sections at your own pace. You can also complete each of the steps in any order.

Here's how to get started:

1. Go to Rover.com and select Become a sitter, then scroll down the page to select Get started.
   
   
2. Choose one or more services you'd like to provide, then select Save & Continue.
   
   
3. Complete each of the following sections:

4. Each completed section will have a checkmark next to it so you can easily track your progress. Once you complete all of the steps, select Submit. This will alert our team that your profile is ready to review. 

If you change your mind and no longer wish to be a pet sitter on Rover, simply select I no longer want to provide Rover services at the bottom of the page.

Next steps

• Keep an eye on your email. Our sitter team may ask you to modify a few things to make your profile the best it can be.
• You'll typically hear from us within five working days and we’ll notify you via email if your profile is approved.
• Once your profile is approved and you verify your identity, your services will be visible in the Rover marketplace and pet owners will be able to contact you.
• Check out our Sitter Resources Center for advice and tips that'll help you succeed on Rover and our Getting Started section for handy account how-tos.

Note: Pet sitters and dog walkers listed on Rover must be at least 18 years of age and are considered independent contractors. If your profile is approved, you'll be running your own small business and will not be considered a Rover employee. This status gives you the freedom to set your own rates and schedule—plus it's important to know come tax time.

Related articles

How long will it take for Rover to review my profile?

How do I verify my identity?

Rover Cards allow you to track and share information with your pet owners from the Rover app. You can send Rover Cards for walks, drop-ins, and day care services. They are also used for ad-hoc services, which allow you to provide an additional service for a recurring client.

Rover Cards allow you to enter the following information:

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

How to start and send a Rover Card

How to create a Rover Card for an ad-hoc booking

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 dog 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.

How to start a Rover Card for an ad-hoc booking

1. Navigate to the Home tab.
2. Select the +Start an ad-hoc service button.
3. Select the client requesting the ad-hoc booking.
4. Select Yes, I'm sure.
5. You'll be redirected to the Home tab. Tap Open to start the Rover Card.

Additional information

• You must use Rover Cards for a recurring service in order to get paid.

• 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.

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. Open the recurring service you want to modify and tap Details
2. Tap Modify, then Modify details.
3. Select Modify this week.
4. Tap the time of a service to change it, then select Done. To remove a service, tap the trash icon. To add a service to an existing or new date, tap +Add a walk/visit.
5. When finished, scroll down and tap Submit changes.

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.

The booking modification feature allows you to make changes to a current or upcoming booking in the Upcoming Stays section of your Rover Inbox. With this tool, you can:

• Add, remove, or change service dates
• Modify pets
• Change rates

You can modify a booking from your computer, mobile browser, or the Rover app. Check out the instructions below for steps specific to your device.

Web (computer or mobile browser)

Rover App

Additional Information

Web (computer or mobile browser)

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

2. Select the Upcoming Stays tab and then select the request you need to modify.

3. Once the request is open, navigate to the service details and select Modify booking.

4. From here, make modifications to any of the following options for your booking:

• Dates
• Number of walks or drop-ins per day
• Pets
• Rates

If your cancellation policy includes a penalty fee for any booking modifications, you have the option to waive it. To do this, tap the toggle icon in the Extras and Adjustments section, making it green to waive the cancellation penalty.

5. Review your changes and write a short message to the owner explaining the updates. When finished, select Submit changes. 

Once you submit the request, your pet owner has up to 72 hours to confirm the modification. You'll receive a confirmation email once your pet owner accepts the changes. 

 Rover App

1. Tap Inbox at the bottom of your screen, then select Upcoming.
   
   iOS                                                                         Android
              
   
   
2. Locate the request you need to modify.
3. Tap the three-dotted icon in the upper right corner of the screen. 
   
   
   
   
4. Tap Modify booking.
   
   
   Then select Modify details.
   
   
   
   
5. Update the booking, then write a short message to the owner explaining the changes.
6. Tap Submit changes.

The pet owner will receive the modified request, and they have 72 hours to confirm the changes. Once they confirm, both you and the pet owner will receive a confirmation email.

Additional Information  

Some helpful information to know:

• Pet owners cannot modify confirmed bookings at this time. They’ll need to contact their sitter to request additional changes.
  
  
• Pet owners must review and approve the booking modification within 72 hours of submitting the change. If the change wasn’t accepted, the booking will still remain active but unchanged.
  
  
• Payments for a service may be delayed for a booking if it was modified near the end of an active stay and the owner didn't confirm it until after the booking was completed. This is because pet owners have 72 hours to confirm a booking modification. In cases like these, your payment will be released 2 days after the owner’s confirmation.

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.

First, contact the pet owner to let them know. Then, cancel the service within your Rover account:

How to Cancel a Service Before It Begins

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

2. Select the Upcoming Bookings tab and then 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. Select a cancellation reason and include details about why you’re canceling. This message goes directly to Rover Support and will not go to your pet owner.

5. Select Cancel booking.

Important: A pattern of short-notice cancellations may result in an account review.

Have questions? We're here for you! Contact Rover Support at +46 8 580 970 94 or chat. Or, submit a help request by navigating to the bottom of any page in the Help Center and selecting Contact Support.

Payments for completed bookings are automatically deposited to your bank account. Your payment will be transferred to your bank account within 3-5 working days after completing a service.

Adding Bank Details to Account
Payout process

Adding Bank Details to Account

If you haven’t added your bank details to your Rover account, follow the steps below.

Web:

1. Visit the payments section of your account here.
2. Select Add Bank Account.
   
   
   
3. Enter your bank account details and identification information.
   
   

Rover App:

1. Tap the More icon in the Rover app.

2. Tap Payments.

3. Select Manage Payout Methods.

4. Tap Add a bank account.



5. Enter your bank account details.

6. Once you’ve filled out the form, tap Submit.

Payout process

Two days after you complete a service, the funds will appear in the Rover Balance Processing Payments section of your dashboard account. Once that happens, our payment processor Stripe will automatically transfer the funds to your bank account via direct deposit. The timeline to reach your account will depend on your bank’s processing times, but it goes from one to two business days.

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

The fulfilment 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.

Important: Booking and getting paid through Rover is required per our Terms of Service. Never accept cash or checks as payment—this can expose you to fraud, get your account flagged for suspension, and make your stays and walks ineligible for the Rover Guarantee and dedicated support.

Have questions? We're here for you! Contact Rover Support at +46 8 580 970 94. Or, submit a help request by navigating to the bottom of any page in the Help Center and selecting Contact Support.

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