Ways to Access the Home

Troubleshooting Tips

The Notes are Incomplete 

After you have clicked “On My Way”,  check to ensure all home access information is present. On occasion, a Pet Parent may have forgotten to provide their information. In this case, we recommend that you send a message or call the Pet Parent right away through the app. 

I Can't Locate the Lockbox

If you’re unable to find the lockbox once you arrive at the residence, search around the area. Lockboxes are typically on the door handle or entry gate to the residence. Double check the home access notes by tapping the key icon on the service detail page. If you still can’t locate the lockbox, you may may message or call the Pet Parent through the app.

3-Digit Master Lok Brand

Troubleshooting Tips

  1. Make sure numbers are correct and lined up properly
  2. Tap the back of the lockbox with the palm of your hand
  3. Add pressure to the door to close it tight immediately before you pull the door open
  4. Use a key or other item to try and pry open door — prying gently so as not to break the lockbox
4-Digit Shurlok Brand

Troubleshooting Tips

  1. Make sure numbers are correct and lined up properly
  2. Try wiggling the side grooves, where you hold the lockbox to open the door
  3. Try tapping the back and bottom of the lockbox
  4. Use a key or other item to try and pry open the door — prying gently so as not to break the lockbox

If the Pet Parent isn’t responsive and there is no home access information, please reach out to our Customer Success team at 628-400-4283.

Types of Home Access

What Are the Types of Home Access?

There are many ways you might enter a Pet Parent’s home. The most common is through a Wag! Lockbox, but Pet Parents might also use a non-Wag! branded lock box, place the key in a secure/hidden location, leave the key with a doorman, or someone might be home.

When is the Information Visible?

Once you confirm you’re on your way to a service, you’ll be able to view the home access information. This information can be found on the Android app by clicking on the “key” icon near the bottom on your screen, or on the iOS app by tapping the “Notes & Access” notepad.  


Be cautious when entering a home and always respect the Pet Parent’s privacy. It is important to ensure both the safety and privacy of the residence.