Navigating the App

Browse & Book

What is Browse & Book?

Browse & Book is the ability for Pet Parents to search for the perfect Pet Caregiver for their pet via local Pet Caregivers' public profiles. If your Browse & Book Settings are set to "available," any local Pet Parent will be able to browse your profile, message you, and even book with you directly! If you do not wish to receive messages from new Pet Parents, Pet Caregivers may opt out of the feature from the Wag! for Pet Caregivers app.

What is my Acceptance Rate?

A Pet Caregiver's Acceptance Rate is the number of direct booking requests they've accepted versus the number of direct booking requests they've received. For example, if a Pet Caregiver has received 10 direct booking requests and accepted 9, their Acceptance Rate is 90%. The higher your Acceptance Rate, the higher you will appear in Pet Parents' search results when using the Browse & Book feature. Pet Parents will be able to message you from your public profile before submitting a direct booking request to ensure it aligns with your schedule.

Booked Services Feed

What is the Booked Services Feed?

The Booked Services Feed is simply a list of all the services for which you've been approved.  To get to your Booked Services Feed, open the Walker App and tap the calendar icon at the bottom of the screen. You can also click on individual services within this feed to see notes about the service or to contact the Pet Parent. 

What if a service is cancelled?

If a service is cancelled by the Pet Parent, you will see the word “Cancelled” to the right of the service. To remove a cancelled service from your Feed, simply swipe left on the service. 

I requested a service but it’s not in my Booked Services Feed. Why?

A service will not appear in your Booked Services Feed until you have been matched to the Pet Parent. This process typically takes no longer than 20 minutes. If you are not matched, the service will not show up in your Booked Services Feed.

Wag! Intros

What are Intros?

Pet Caregivers can now reach out to new Wag! Pet Parents using the Wag! Intros feature! Browse local pets, send a personalized message to the Pet Parent, and get booked directly from the chat.

 

How do I send a Wag! Intro?

Navigate to the Wag! Intros tab in the main menu of the Walker App. Select "Browse Pups" and click on "Send a message" under the dog and Pet Parent with which you'd like to chat. 

 

What should I include in my message?

Ultimately, it's up to you how you introduce yourself and your business to new Pet Parents. You'll be able to craft a fully-personalized message to new Pet Parents explaining why you're the perfect Caregiver for their pet. Remember: The Pet Parent will be able to book a service with you directly from the Intro chat, so be creative! 

How far away are the Pet Parents that I can send Intros to?

The default radius for Wag! Intros is 10 miles.

Is there a limit to how many Wag! Intros I can send?

Yes, Wag! limits the number of Wag! Intros a Pet Caregiver can send to ten per day.

Does my Wag! Intro have to be a certain length?

Yes, you will need to input a minimum of 200 characters before you can send the message.

What happens after I send my Intro?

After your Intro is sent, the Pet Parent will be notified. They will then have the option to chat with you further or book a service with you directly.

Are Wag! Intros available on Android and iOS?

Yes! The Wag! Intros feature is available on both Android and iOS devices.

Why are there “no new pups” near me?

If your Wag! Intros tab indicates “no new pups,” there are currently no qualifying Pet Parents in your area. Check back often, as many Pet Parents join the Wag! platform every day!

"On My Way!"

What do I do once I clicked "On My Way!?"

Once you have clicked "On My Way!," you will see various icons:

  • Dog's Photo (iOS) / Dog Pin (Android): Click the dog’s photo to view his or her profile. This often includes information about the dog’s motivators, triggers and temperament.
  • Notepad: Click the “Notepad” icon to find notes about the dog, from both the Pet Parent and past Pet Caregivers. For Pet Caregivers using an iOS device, you’ll also be able to view the home access information.
  • Key Icon [Android Only]: Click the “Key” icon to find the home access information.
  • Chat Icon: Click the text bubble to contact the Pet Parent or to visit the Help Center for troubleshooting advice and general guidance.
  • Bell Icon: If you are in danger or have an urgent safety concern, click the red "Bell" icon to dial 911 or be connected to Wag!'s emergency line.  
  • Tap When Arrived: When you’ve arrived at the residence, click on “Tap When Arrived.” This will notify the pet parent that you’re at their home.

How do I update my arrival time?

If you're running late and you're using an iOS device, you can update your ETA for an active service by tapping the "ETA" button in the top right corner of the screen.

Pet Parent Service Requests

Can Pet Parents send me requests?

Yes, Pet Parents can choose to send a personalized request to one or more Pet Caregivers for a specific service. To view your Service Requests, "Services Requests" from the Main Menu of the Walker App. You will also receive a notification each time a Pet Parent would like to book with you directly.

Note: A Service Request can be sent to one or more Pet Caregivers. In the event that multiple Pet Caregivers receive a request for the same service, the first Pet Caregiver to accept the Service Request will be matched with the Pet Parent.

Are personalized requests available for all Wag! services?

No. Service Requests are currently only supported for scheduled walks. However, Pet Parents will have the opportunity to select from a list of available Pet Caregivers for Overnight Care using Pet Parent Match.

Where can I see Services Requests from Pet Parents?

From the Main Menu of the Walker App, tap "Services Requests." You will also receive a notification each time a Pet Parent would like to book with you directly.

Note: A Service Request can be sent to one or more Pet Caregivers. In the event that multiple Pet Caregivers receive a request for the same service, the first Pet Caregiver to accept the Service Request will be matched with the Pet Parent.

Can I suggest an alternate day or time for a Service Request? (Android Only)

Yes; the app will prompt you to suggest an alternate schedule, which will automatically send a message to the Pet Parent.

Report Cards

How do I complete a report card?

Report cards are an important part of the Wag! experience for Pet Parents! Once your Walk is complete, the dog is safely back in the owner’s home, and the key has been returned, it’s time to fill out your report card!

  • Choose a photo of the dog that you took during the Walk
  • Write some notes to the owner about your Walk

Check all the information that applies, including:

  • Whether or not the pup went to the bathroom
  • Confirmation that you locked the house when you left (and put the key back!) 

How do I update a report card?

Once a rating and the associated report card have been submitted, they cannot be changed.

Overnight Care

Before a Boarding

How do I prepare for a Boarding?

When hosting a dog in your home, it’s important to take precautions to make sure both you and the dog have an enjoyable experience! The most successful Boarders and Sitters ensure the following:

  • The floor is free of anything that a dog could pick up
  • There’s a place to put the dog’s food and water bowls
  • There is a quiet area for the dog(s) away from distractions, if needed
  • Hazards are put away and out of reach
  • The home is secure, which includes closing windows, doors and gates
Before a Sitting

How do I prepare for a Sitting?

When sitting at a Pet Parent’s home, it’s important to be respectful of the home both inside and out. Many Pet Caregivers speak with the Pet Parent prior to the service to go over:

  • Expectations of the service
  • Feeding instructions
  • Special needs
  • Likes and dislikes
  • Other

This is a great way to make sure that it’s a good fit for both the Pet Caregiver and dog.

During a Boarding/Sitting

What do I do during an Overnight Care appointment?

It's important to ensure that the Pet Parent's expectations and pet's needs are met. The Wag! App allows you to communicate these expectations with the Pet Parent prior to and during the appointment as well as share updates via direct message or video and with fun pins like "Play Time." To add pins to an Overnight Care appointment, open the ongoing service and tap the orange "⨁" icon.

 

After a Boarding/Sitting

Do I need to complete a report card for Boardings and Sittings?

Report cards are an important part of the Wag! experience for Pet Parents! After the Boarding or Sitting is complete, you’ll be prompted to fill out a final report card for the service. Pet Parents love to get notes about their dog’s experience!

What's included in a Boarding and Sitting report card?

  • A photo of the dog you took during the service
  • Notes written for the Pet Parent about the service
  • Indication whether the pup regularly peed & pooed
  • Confirmation that you locked the home and returned the key (if applicable)

How do I edit/change my report card?

Once a report card has been submitted, it cannot be changed.

Pet Parent Match

What is Pet Parent Match?

"Pet Parent Match" allows Pet Parents to choose a Pet Caregiver for Overnight Care appointments and recurring schedules based off available Pet Caregiver's profiles. In order for you to be chosen for a service with Pet Parent Match, you must opt-in to the service.

How will I know if I'm selected by the Pet Parent?

You will receive a notification letting you know whether you've been selected for the service.

What are Pet Parents looking for when choosing a Pet Caregiver?

Pet Parents may look at several factors when making their decision. The most common include:

  • Distance
  • Star Rating
  • Reviews
  • Experience or number of services completed

For what services is Pet Parent Match available?

Pet Parents are allowed to choose their Pet Caregiver for Overnight Care and recurring schedules only.

If I am a Preferred Pet Caregiver, do I still receive Overnight Care requests first?

Yes, if you are a Preferred Pet Caregiver, you will still be notified before other Pet Caregivers. Yourself and any other Preferred Pet Caregivers who have opted in will then be presented to the Pet Parent first.

I am a Preferred Pet Caregiver; why didn’t I get selected for the service?

A Pet Parent may be presented with several available Pet Caregivers, including more than one Preferred Pet Caregiver. From there, they are able to select who they feel is the best fit for their pet.

Pet Caregiver Notifications

Notification FAQ

What notifications should I expect to receive from Wag!?

Wag! sends push notifications for services available near you, when you’ve received a tip, and promotions from the Marketing Team. SMS notifications are sent when you’ve booked a service, when you’re late for a service, and as confirmation that a cancellation has been submitted. 

How do available service notifications work? 

When a schedule is requested by a Pet Parent, the service enters the feed and Wag! sends an initial batch of notifications to Pet Caregivers who are preferred for the service. After a couple minutes, if the schedule is still unfilled, a second batch of notifications is sent to the Pet Caregivers who are closest to the service location (based on the PCG’s Available Service Filter location settings). Next, if the service is still unfilled, an additional batch of notifications is sent to Pet Caregivers in the area, selected based on distance from service. This process continues until the service is filled.

Why are my notifications delayed?

The Wag! system sends out notifications in real time. However, due to circumstances beyond our control such as carrier issues and signal strength there may be times notifications are delayed in getting to you. Make sure you have good signal strength. Delays in notifications may also occur on a device that is connected to WiFi. 

Why am I not receiving push notifications?

  • You are logged in to more than one device (Note: The most recently logged into device will receive the notifications.) Log out, then back in on the device you’d like to receive notifications on to reset your device token.
  • There is low or no service availability in your area. This typically means you will also not see any services in your available service feed, either. 
  • Your Walker App notification settings are set to “off.” Update your notification settings on the Available Service Filters screen. 
  • Your phone's settings for push notifications are set to “off” or are disabled for the Wag! Walker app. Allow notifications from Wag! Walker in your device settings. 

Why am I not receiving text notifications? 

As of January 2020, Wag! has discontinued SMS notifications for available walks and will be exclusively sending push notifications for these alerts. A few other reasons you could no longer be receiving text notifications include: 

  • Your notification settings are set to “off.” 
  • You blocked text notifications. Text the word "START" to 240-06 re-enable text messages from Wag!.

How do I update my notification settings? 

You can update what services you’d like to receive notifications about in your Available Service Filters, located in the top right corner of the Home screen. From here, you can turn off notifications completely, set your location and the distance from which you’d like to be notified of a service, adjust start times, and select service types. 

How do I update or add an address?

  • Tap on the Available Service Filters icon in the top right corner of the Home screen →
  • Tap “Services Near” →
  • Tap “+” in the bottom right corner (Android) or “+ Add Location” (iOS) →
  • Name the location and enter the address (note: all location names must be unique) →
  • Tap "Save." To edit an address, tap the green pencil icon next to the location you wish to edit (Android) / tap “Edit” under the address (iOS).

How do I turn off push notifications?

  • Tap on the Available Service Filters icon in the top right corner of the Home screen →
  • Set the Notification Alerts toggle to “off” →
  • Tap “Save”

How do I turn off text notifications?

To opt-out of text message notifications from Wag!, text “STOP” to 240-06. If you’d like to turn text notifications back on, text “START” to 240-06.

Why don’t I see any available services?

There may not be any services available in your area, or your available service filters may be too narrow. Try expanding your filters, and refreshing the service feed by pulling down on the screen then releasing.

Why am I not being accepted for services?

If you tap a push notification for an available service and the walk is not featured in your Available Service Feed or you were able to opt-in and were not approved, the service was unfortunately taken by another Pet Caregiver.