Contact Rover Support

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 I no longer want to provide Rover 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 pass the background check, your services will be visible in the Rover marketplace and pet owners will be able to contact you. This article provides a step-by-step guide on how to communicate and book with a pet parent.

Related articles

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

Why hasn't my background check been processed yet?

We encourage you to only take requests you can accommodate to keep cancellations rare and keep your business growing. In cases where you do need to cancel, please contact your client first to let them know. Then, cancel the service from your Rover account. 

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 gray 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 from the dropdown menu and include details about why you’re canceling. Confirm your changes to complete the cancellation request. 

Important: If you're canceling 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 booking modification feature allows changes to current or future bookings. You can:

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

Steps to modify a booking

On a computer or mobile browser:

1. Navigate to your Inbox by selecting the conversation icon.
2. Select the booking by opening Upcoming or Current bookings, then choose the booking to modify.
3. Modify the booking by visiting the service details and selecting Modify booking.
4. Make changes to any of the following: 
   • Dates
   • Times
   • Service length
   • Pets
   • Prices
   • Units of service for walks or drop-ins
5. If your cancellation policy includes a penalty fee for any booking modifications, you have the option to waive it. Waive any penalty fees if applicable by tapping the toggle in the Extras and Adjustments section to make it green.
6. Review your changes and write a short message to the client explaining the updates. When finished, click Submit changes.

On the Rover app:

1. Open booking: Go to the Upcoming section of your inbox and open the booking.
2. Modify details: Tap the three-dotted icon, select Modify booking, then Modify details.
3. Make changes to any of the following: 
   • Dates
   • Times
   • Service length
   • Pets
   • Prices
   • Units of service for walks or drop-ins

4. Review your changes and write a short message to the client explaining the updates. When finished, click Submit changes.

Additional information

• Client confirmation: Clients have 72 hours to confirm modifications. You and the client will receive a confirmation email once accepted.
• Client requests: Clients can't modify bookings themselves; they must contact the pet care provider.
• Unaccepted changes: If not accepted, the booking remains active but unchanged.
• Cancellation policies: These are not applied to booking date modifications unless the owner shortens or cancels the stay.
• Payment delays: Payments may be delayed if a booking is modified near the end of an active stay and the owner confirms after completion. In such cases, payment is released 2 days after the owner’s confirmation.

A recurring service allows clients 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 clients. 

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 your client)
• end a recurring service with a client 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 client who you’re modifying this week's service for.
3. 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.
4. 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.

Your client 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.

Canceling 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 your client, then confirm your changes by tapping the button below.

Edit the schedule

End a recurring service 

When you end a recurring service with your client, 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 your client will receive a message confirming the cancellation. No new bookings for this client will appear beyond the one scheduled for the current week.

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.

Tip payments: If your client included a tip after you already received payment for the booking, then the money will be added to your account within 24 hours from when your client left a tip. Learn more about tipping here.

Add a payment method
Payout process
View payment history

Add a payment method

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 Manage Payout Methods. 
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 Withdrawals 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 & Promo Codes 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).

Rover Cards give you the option to share updates with your clients 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:

• At least one photo and an optional short message
• A map of your walk with total distance
• 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: 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 client.

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 to use a Rover Card to share information with your clients. 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 clients without them.

Rover Cards allow you to share information with your clients 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 clients. Rover doesn't compile or analyze 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 clients don’t need the app to get Rover Cards, but we encourage them to 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 client 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, you can consider booking back-to-back services. Go here for tips on how to adjust your rates on a per booking basis.

A phone number can only be on file with 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 center 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.

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 owner, 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 stay. f you need to change dates or modify pets for a booking, 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 modified 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 app or your 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 or mobile browser

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.

General information:

If the sitter requested the cancellation, they must cancel from their account. Contact them via Rover Messages.

Cancellation process

You can cancel a booking via the Rover app or a computer.

On the Rover app:

1. Go to your inbox and tap the Upcoming tab.
2. Select the booking to cancel.
3. Tap the three-dotted icon in the upper right corner and choose Modify booking.
4. Tap Cancel booking.
5. Select a cancellation reason from the dropdown menu.
6. Review the details, write a message to the sitter, and tap Cancel booking to finalize.

On a computer:

1. Go to your inbox by selecting the conversation icon.
2. Choose the Upcoming bookings section.
3. Select the request to cancel.
4. Click Cancel booking in the gray service details box.
5. Choose a cancellation reason from the dropdown menu and confirm.

Refund information

• Refunds are based on the sitter's cancellation policy.
• Refunds will be issued to the original payment method within 5-10 business days.
• Processing times may vary depending on your bank.

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:

• Background checks for every sitter and dog walker and detailed sitter profiles with verified reviews by pet parents like you.
  
• The Rover Guarantee 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.

Rover offers the Rover Guarantee for all services booked through Rover. Simply put, 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 and paid through Rover. The injuries or damages must result from care provided during a Rover stay or walk, and the Guarantee reimburses in the event the sitter or walker is unwilling or unable to pay those costs. This also includes 24/7 Rover Support.

To learn more about the Rover Guarantee, including more details on what's covered, minimum contributions and limits, check out our Rover Guarantee page and Rover Guarantee Terms and Conditions.