As a pet care company, Rover is invested in maintaining and building on Cat in a Flat as your cat-loving home. We know that transitions like these are never easy, particularly when it comes to onboarding to a new platform. We hear your frustration, and we thank you for your patience as we work hard to resolve issues as quickly as possible. We’ve compiled a list of troubleshooting resources, along with some general information about the transition process below.
Note: We’re experiencing a high volume of support requests, so it may take us a little longer to reply. As a first step, check to see if the responses below resolve any account-related issues you’re experiencing. If you’re still unable to resolve the issue, please contact us and we’ll reply as soon as we’re able.
Owner and sitter FAQs
| There are now 2 apps: Cat in a Flat and Rover. Which do I use? |
If you are a cat sitter: Your sitter business is now managed through the Rover platform. All new and historical bookings, profile settings, and messages will come through the Rover app and website. If you are a cat owner: You can still use Cat in a Flat to search for and book sitters. You may notice some visual changes since Cat in a Flat is now powered by Rover, but Cat in a Flat is still a platform exclusively for cats. |
| Why haven’t I received an activation link? |
We’re experiencing some email delivery issues that impacted our ability to send out activation links, and we recognize that this resulted in confusion about next steps. Here’s where you can activate your account:
Note: If you receive an activation email in the future but you’ve already activated your account, you won’t need to complete these steps again. Reminder for cat sitters: Your Rover Inbox is the new place to manage all your bookings as a sitter. This means they will no longer appear on Cat in a Flat. |
| The Cat in a Flat app says I need an update, but there is no update in the App Store/Play Store. How do I fix this? | This is a known issue that we are working quickly to resolve. In the meantime, please try uninstalling and reinstalling the app. |
| I’ve been locked out of my Cat in a Flat app after multiple attempts. How do I get back in? | Please wait 60 minutes before trying to log in again. |
| My account is showing the wrong country (For example: UK/USA instead of EU). |
This issue has been resolved. Please wait to connect your Stripe account until you see the correct country in your account. This will ensure your payouts are processed in the correct currency. |
| How does the new "Per Cat" pricing work? | Our platform allows you to set rates on a per-pet basis so you are compensated for the individual care you provide each pet. You can adjust your additional cat rates (and even set it to $0) within your service settings to better reflect your personal business model. For more information on how to do this, visit this article. |
Sitter FAQs
| Why have my reviews and "Repeat Client" stats disappeared? | Your reviews and repeat booking history are safe. We are currently pulling all of your historical data into the new system, so if your review count looks lower than usual or your repeat booking stats are missing, this is a known delay in displaying all of your stats. Your full history should be viewable from your account over the next few days. |
| I’m an active sitter on Cat in a Flat. Why does my profile show “in review”? | We can help! If you see the “in review” banner on your profile for more than 24 hours after activating your account, please reach out to support at support@catinaflat.com. Our team is experiencing a higher than normal volume of requests so responses may be delayed, but we’re working hard to provide support as quickly as possible. |
| Rover is a dog-focused company. Why is my cat sitting service moving there? | Cat in a Flat has not gone anywhere, and is still a cat-loving home, but it’s now powered by Rover. This partnership was designed so cat owners don't lose that feline-focused feel, while sitters get all the great business tools Rover provides and a much larger audience of potential clients. |