Payment

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 In some cases your device's version of Android may also be outdated; follow the instructions provided by your phone manufacturer or carrier to update to the latest version of Android.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.

Pre-Authorization

What is pre-authorization?

When a Pet Caregiver is being assigned to your requested service, Wag! will make a pre-authorization to the card on file, for an amount equal to the cost of the service being booked. 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. If you should cancel the service, the pre-authorization will be immediately cancelled. Note that cancelled services 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.

How much is the pre-authorization?

The pre-authorization amount is the amount of 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.

When does Wag! pre-authorize a transaction?

Wag! will pre-authorize any transaction being paid with a credit card (meaning transactions paid with Apple Pay or with credits will not be pre-authorized by Wag!). 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.

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, not a charge. The transaction will only be submitted as a charge upon completion of the service.

What will happen if a pre-authorization fails?

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

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.

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.

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 in-app?

  • Go to your Schedule tab in your sidebar →
  • Tap on the Date with the specific service →
  • On the service details screen, scroll down and tap the Cancel button.
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 send a Referral Bonus?

  • On the homepage, in the top left-hand corner, click to open the main menu →
  • Select “Get $5 free” →
  • There you will be able to send invites directly to your contacts or copy your unique link to send to new users →
  • Once the new user has taken their first free walk, you will receive 5 credits to use towards your next service!