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.

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. To contact a sitter from a previous booking, tap the Past tab. 
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.

We understand that plans change and you may need to edit your upcoming booking. If you need to change dates or modify pets for a booking, you can contact the sitter through Rover Messages to request a booking modification.

Note: If you need to change the type of service needed for your pet, you and your sitter will have to cancel the existing booking and then rebook the new service.

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 conversation icon.
2. Select the Upcoming bookings section 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 computer.

Rover app

1. Tap Inbox at the bottom of your screen.
2. Tap the request that’s being modified.
3. Tap Details, then tap See requested changes to review the modification request.  
4. Navigate back to your conversation with the sitter and tap Accept to confirm the request.

Computer

1. Sign in to your Rover account and navigate to the booking modification you requested.
2. Locate the gray 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 than 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.

Note: Refunds may take longer depending on your bank's processing times.

Note: If your sitter requested to cancel this booking, then they need to cancel from their account. Please contact them via Rover Messages.

We get it—sometimes plans change and you may need to cancel a booked service. You can cancel an upcoming booking directly from the Rover app or your computer. Check out the instructions below.

Rover app

Computer

Refunds

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 finalized your changes.

Computer

To cancel a booking from your computer: 

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

2. Select the Upcoming bookings section and then choose 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. Use the dropdown menu to select a cancellation reason. Confirm your changes.

Refunds

Depending on the sitter's cancellation policy, you may receive a full or partial refund. Refunds will be issued back to the original form of payment within 5 -10 business days from the date you or the sitter cancelled the request. 

Note: Refunds may take longer depending on your bank's processing times.

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 make safety a top priority for our community.

RoverProtect is our commitment to safety, and it’s free for all pet care booked on Rover. This includes:

• Identity verification checks for every sitter and dog walker and detailed sitter profiles with verified reviews by pet owners like you.
• The Rover Guarantee (for eligible vet care) for every service booked.
• A world-class support team.
• On-platform messaging and photo-sharing.
• Safe, secure, and convenient online payments.
• Ongoing resources to support safer pet care experiences on Rover.

Learn more about RoverProtect here.

If you have a health or safety concern related to a Rover service, we're here for you at +49 (0)30 56838978. Please leave a voicemail, and our Trust & Safety team will contact you as soon as possible.

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 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 +49 30 56838978. Please leave a voicemail, and our Trust & Safety team will contact you as soon as possible.

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 and don't want to use Rover as a sitter, simply select Stop providing services at the bottom of the page.

Next steps

• Keep an eye on your email - our profile experts may ask you to modify a few things to make your profile the best it can be.
• You should hear from us within 10 - 20 business days. 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.

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

• If you’re experiencing issues with the Rover app, visit this article for troubleshooting tips.
• 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. 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.

Computer:

• Navigate to your inbox and locate the booking you want to modify.
• Select Add a day to add a service, then select the desired time.
• To remove a service, select the trash icon.
• Hit Save changes when finished.

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 future booking in the Upcoming bookings section of your Rover Inbox. With this tool, you can:

• Add, remove, or change service dates 
• Modify pets 
• Change rates
• Change service start/end times

Note: It isn’t possible to change the service type for a booking. If you’re providing a different service from the one listed on the original booking, you’ll need to cancel and create a new booking with the pet owner.

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.
 

Computer or mobile browser

Rover app

Additional information

Computer or mobile browser

1. Navigate to your Inbox by selecting the conversation icon.
2. Open the Upcoming bookings or Current bookings section based on the status of your booking and then select the request you need to modify.
3. Visit 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
      

   Important: Make sure you discuss any rate changes with the pet owner before sending them a modification request to ensure that they agree to the new 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 grey to waive the cancellation penalty.

5. Once you’ve adjusted the booking, 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. Open the booking from the Upcoming or Current section of your inbox.
2. Tap the three-dotted icon in the upper right corner of the screen.
3. Tap Modify booking, then select Modify details.
4. Make adjustments to the booking, then select 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 request a booking modification by contacting the pet care provider directly.
• 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.
  
• Cancellation policies are not applied to booking date modifications unless an owner shortens or completely cancels the stay.
• 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 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.

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 Pet sitting services, select 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 Payouts 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).