Inbox Help

I'm at the client's home, but I'm unable to start a Rover Now booking.

Occasionally, you may run into unexpected issues when you arrive at the client's home and you're unable to provide the requested service. This typically happens when:

  • You can't locate the home entry instructions 
  • You're having issues with the client's lockbox
  • A shy pet is preventing you from entering the home or starting a walk

When this happens, please try some of the tips outlined below.

  • If you don't see the entry instructions within the booking details, sign out of the Rover app and then sign back in. This may refresh the app and display the information.

  • Read the home instructions an additional time to ensure you didn’t miss anything.

  • Send the client a message through the Rover app to see if they have any tips on how to unlock a hard-to-open lockbox or how to safely approach their shy pet. 

  • If your client hasn't responded to your message, try giving them a call. Wait at least 15 minutes for a response.

If you still haven’t heard from the client and you’re unable to provide the service, please contact Rover Support by selecting Contact Support at the bottom of this article. 

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