At Rover, safety is our top priority, not just for pets, but for humans too. We’re continually improving our website to protect pet sitters and pet owners, and wanted to share some tips to help you be proactive about web security too.
In this article, we’ll go over:
While it rarely happens, there are people who may attempt to take advantage of others online. Being aware of their tactics is one of the best ways to protect yourself, along with knowing what to do next if you’re suspicious. (Go here for when to contact Rover.)
1. Phishing. This is usually a message asking you to divulge personal information such as your full name, email address, phone number, or password. The message may also contain a link that looks like it leads to a trusted website. Following the link may download malicious software to your computer. If you believe you’ve received a message like this on Rover, don’t respond or follow any links and alert us right away.
2. Overpayment. In this situation, sitters may be asked to accept payment outside the Rover website. This person may send you a cheque for more than they owe you and then ask you to reimburse them. Typically, the cheque they give you will bounce, but they’ll keep the money you sent them. Always accept payment through Rover; never accept payment via cash or cheque.
3. Advance Fee. In this situation, sitters may be asked to accept payment outside the Rover website through various payment services, only this time they’ll offer a reward that never materialises.
Other things to watch out for:
- Messages or phone calls that use odd or complicated language and/or include a sympathetic story that may seem over the top.
- Personal info that suddenly changes—a family member's name, their email address, etc. is different from what they’ve told you before.
- Impatient behaviour—a pet owner who wants you to respond or do something that seems questionable right away.
- If it seems too good to be true, it probably is.
Here’s an example of a suspicious message you’d want to flag:
If you experience any of the above situations, don’t hesitate to flag the conversation in your Rover account and contact us as soon as possible. The sooner we know, the sooner we can take action.
Make sure to include as much information as possible when contacting Rover support, so we can best investigate the situation. This could include, but is not limited to:
- The name(s) of the person contacting you used
- Any email addresses or phone numbers they used or mentioned
- What they asked you to do or what they offered you
- Screenshots of text or email conversations
1. Rover’s Official Emails. Official emails from Rover will end at @e.rover.com or @rover.com. If you see any other address in the “From” line of an email you’ve received, it’s likely not from Rover. Be careful when responding and never disclose personal information via email.
2. Password Security. Your password should be at least 8–10 characters and include a unique combination of letters, numbers, and symbols. Be sure to change your password regularly and don’t use the same password for multiple accounts you keep online.
3. Web Security. Make sure the web page you’re viewing is secure before logging in to your Rover account. A web page is secure if the URL (web address) begins with “https://”. Depending on what web browser you’re using, you might see a padlock icon too:
4. Secure Payment Platform. Always pay and communicate on Rover.com or through the Rover app. That way, you’ll have the benefit of Rover’s 24/7 support team and your profile will remain in line with our Terms of Service. We’ll never ask you to enter payment information anywhere but on the Rover site or in the Rover app while booking a service.
5. Smart Messaging. Don’t follow links or download attachments from unverified sources or people you don’t know. This is a good rule of thumb for your personal email account and your Rover inbox.
6. Web Browser Security. Always keep your web browser updated to the latest version.
7. Conversation Reporting. If you come across a suspicious-looking Rover profile or have a strange conversation in your inbox, let us know right away.