At Rover, safety is our top priority—not just for dogs, but for humans too. We’re continually improving our website to protect dog 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 happens rarely, 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. Keep in mind that Rover Support will never ask you for your username or password. Phishing messages 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 of the Rover website. This person may send you a check for more than they owe you, and then ask you to reimburse them. Typically the check 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 check.
3. Advance Fee. In this situation, sitters may be asked to accept payment outside of the Rover website through various payment services—only this time they’ll offer a reward which never materializes.
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 members' name, their email address, etc. is different than what they’ve told you before.
- Impatient behavior—an 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.
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) 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
Reporting a security issue
If you notice any security or privacy issues on your Rover account, please email us at email@example.com.
1. Recognize Rover-official emails.
Official emails from Rover will end in @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. Create a strong password.
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. Make sure the web page 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. Use Rover's 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. Make sure your web browser is secure.
Always keep your web browser updated to the latest version.
7. Report suspicious conversations.
If you come across a suspicious-looking Rover profile or have a strange conversation in your inbox, let us know right away.