Payment

Update Credit Card Information

How do I update my credit card information?

To update your credit card information:

  • Go to your “Payments” tab in the sidebar →
  • Click on “Add Card” in the top right-hand corner →
  • Add your credit card number, expiration date, and CVV →
  • Click “Save”

To update your credit card information, click here.

Account Credits / Promo Codes

You can see how many Wag! Credits you have available in the “Payments” tab. Based on feedback from our community, we created Wag! Premium to simplify the experience previously used to buy credits; pet parents will no longer be able to purchase additional credits as of February 2020.


To add a promo code:

  • Go to the “Payments” tab in the sidebar→
  • Click “Apply a Promo Code” →
  • Enter the Promo Code →
  • Click “Apply”. You’re all set!  

If you receive an error message when redeeming a code, please check that you meet all the requirements to receive the discount.

Pre-Authorization

What is pre-authorization?

When a service has been requested and/or a Pet Caregiver is being assigned to your requested service, Wag! will make a pre-authorization hold to the card on file, for an amount equal to the cost of the service being booked. 

NOTE: A pre-authorization will appear as a pending charge on your bank account and will only be submitted as a charge upon completion of the service. You may even receive an alert from your financial institution for the hold, but no formal charge will occur until the service is completed by the caregiver. 

When does Wag! pre-authorize a transaction?

Wag! will pre-authorize any transaction being paid with a credit card. Transactions paid in full with Apple Pay or with Wag! credits will not be subject to preauthorization. For overnight services (including Sitting & Boarding), pre-authorization will occur when the service is booked. For all other services, pre-authorization will occur when a Pet Caregiver has opted-in to the service.

What if I cancel the service?

If you should cancel the service, the pre-authorization will be immediately removed. Note that cancelled services may be subject to a cancellation fee

How much is the pre-authorization?

The pre-authorization will equal the total cost of the service being booked. If you have any credits on your account, the pre-authorization amount will be the cost of the service minus any redeemable credits.

Note: If you have enough credits on your account to cover the entire cost of the service, your card on file will not be pre-authorized.

How will pre-authorization appear on my credit or billing statement?

Pre-authorization will appear as a pending transaction on your bank statement. Your bank may alert you of a charge to your account, however, this represents the pre-authorization hold, not a charge. The hold will only be submitted as a charge upon completion of the service.

When can I expect a hold to appear and when will it disappear?

For Overnight Services (Boardings and Sittings)

  • A pre-authorization hold will occur the same day the service is requested. 
  • The hold will remain on the account until the service is completed and the account is successfully charged.
  • Once a charge is successful, the hold should automatically disappear within 24 hrs, but may take longer depending on your financial institution processing times. 
  • If the service cancels, the hold will automatically be removed and should reflect immediately in the account but may take longer depending on your financial institution (NOTE: Services cancelled may be subject to a cancellation fee).

For All Other Services (Walks, Drop-ins, Trainings, Wag! Health)

  • A pre-authorization hold will occur when a Pet Caregiver has opted-in to the service.
  • If you have an active recurring schedule, pre-authorizations will typically occur within 48hrs of the start time of the walk or when the caregiver is assigned to the walk. 
  • Once a charge is successful, the hold should automatically disappear within 24 hrs, but may take longer depending on your financial institution processing times. 
  • If the service cancels, the hold will automatically be removed and should reflect immediately in the account but may take longer depending on your financial institution (NOTE: Services cancelled may be subject to a cancellation fee).

Why does Wag! pre-authorize transactions?

As of April 1, 2020, preauthorization is required to verify that sufficient funds are available to cover the cost of the service.

Why do I have two charges for the same transaction?

One of these “charges” is a pre-authorization. The pre-authorization will fall off within 24 hours. If you’re still noticing a pre-authorization on your account after 24 hours, please contact your banking institution.

What will happen if a pre-authorization fails?

If Wag! is unable to successfully pre-authorize the card on file, you will receive a notification that the service could not be approved.

Cancellation Fees

I need to cancel a walk, is there a fee?

Cancellations within 24 hours of your walk schedule will incur a $5 cancellation fee and $25 for Overnight Services. 

What if it's more than 24 hours?

Cancellations more than 24 hours in advance do NOT incur a cancellation fee.

How do I cancel a service/walk?

  • Open the Main Menu from the top left of the home screen →
  • Tap "Schedule" →
  • Tap on the date with the specific service you'd like to cancel →
  • On the service details screen, scroll down, and tap "Cancel"
Google Pay

What is Google Pay?

Google Pay is a digital wallet platform and online payment system developed by Google to power in-app and tap-to-pay purchases and is also an accepted method of payment on the Wag! Platform.

Can I use Google Pay for my Wag! services?

Yes, you can use Google Pay for all Wag! Services.

How do I set up Google Pay on Wag!?

On the payment screen within your Wag! Account, click on the ‘Set Up G Pay’ button and follow the on-screen instructions for linking your Google Pay Account.

Once your account is linked, the  ‘G Pay’ button will appear for you to pay for Wag! services.

How do I use Google Pay on Wag!?

Click on the Google Pay button within the Wag! App or Wag! website when you are ready to pay for your service, then follow the on-screen instructions. 

I am having trouble setting up Google Pay; what should I do?

Make sure your phone's Android version is Lollipop (5.0) or higher. You may be asked to set up a screen lock on your Android device.

Google Pay works with PIN, pattern, password, fingerprint, or retinae scanning screen locks. Keep in mind it won't work with facial recognition or screen locks like Smart Unlock or Knock to Unlock.

If you're still experiencing issues with Google Pay, please visit the Google Pay Support Page.

I am having trouble using Google Pay; what should I do?

Make sure that your Google Pay application is up to date with the most recent version by visiting the Google Play Store and updating the app as needed. In some cases your device's version of Android may also be outdated; follow the instructions provided by your phone manufacturer or carrier to update to the latest version of Android.

If you're still experiencing issues with Google Pay, please visit the Google Pay Support Page.

Apple Pay

What is Apple Pay?

Apple Pay is a mobile payment and digital wallet service by Apple Inc. that allows users to make payments. It is also an accepted method of payment on the Wag! App. 

Can I use Apple Pay for my Wag! services?

Yes, you can use Apple Pay for any Wag! Service.

How do I set up Apple Pay on Wag!?

From the payment screen in the Wag! App, click on the ‘Set Up Apple Pay’ button and follow the on-screen instructions for linking your Apple Pay account.

Once your account is linked, the  ‘Apple Pay’ button will appear for you to pay for Wag! services.

I get an error that says I am not able to pay for my Wag! Service with Apple Pay; what should I do?

  1. From the main menu, click “Payments & Promos” →
  2. Click “Payment Method” →
  3. Ensure that “Apple Pay” is selected.

If the payment fails, you may have a past due balance with Wag!. If you do not have a past due balance, please contact Apple Pay Support.

How do I access my Apple Pay account?

iPhone: Open the Wallet app and tap your Apple Cash card.

iPad: Open the Settings app, tap Wallet & Apple Pay, then tap your Apple Cash card.

if you're having trouble, please contact Apple Pay Support.

I am having trouble adding a payment card to my Apple Pay account; what should I do?

Some cards and issuers are not yet supported by Apple Pay. If you encounter an issue adding a card to Apple Pay account, check with your card issuer to see if it is supported or contact Apple Pay Support.

Referral Bonuses

What is a Referral Bonus?

When you refer a new user to the platform, you will receive 5 credits once they complete their first service! There is no limit to the amount of credits you can earn for referrals.

How do I earn a Referral Bonus?

  • Open the Main Menu from the top left corner of the home screen →
  • Tap “Get 5 Credits” →
  • Copy the link or tap "Send Invites" to invite other Pet Parents to use Wag! →
  • Once the new user has completed their first service, you will receive 5 credits to use towards your next service!
Incorrect Charges

Preauthorization is required to verify that sufficient funds are available to cover the cost of the service. If you've booked a service that has not been completed and you see a "charge" on your bank statement, it is a preauthorization. If a preauthorized charge does not fall off your statement after 72 business hours, please contact your bank.

To manage your $9.99 recurring Wag! Premium subscription, visit the "Payments & Promos" tab in the Wag! App.

If you have been charged an incorrect dollar amount,  please reach out to our Customer Success team through the "Help" section of the mobile app.