Payments/Finance

Payments & Stripe Connect

How much do I get paid?

The payment for each service is listed under the service in the Available Walks Feed. You receive the posted amount plus 100% of any tips you receive from Pet Parents.

When do I get paid?

Payments are processed every Tuesday and paid out every Friday. The pay cycle is Tuesday through Monday, so for all walks completed on or after Tuesday, the payment will appear in the following pay cycle. If you'd like to receive a payment sooner (and you're eligible), you can utilize the Instant Pay feature via the "Earnings" tab in the Walker App.

How do tips work?

Pet Caregivers receive 100% of any tips they receive from Pet Parents. Pre-set tips can be adjusted after completion of the service based on the satisfaction of the Pet Parent. Please note that setting pre-set tips is a temporary function due to the circumstances surrounding COVID-19. Tips are not guaranteed.

What is Stripe Connect?

Stripe Connect is the platform that allows Pet Caregivers to be paid for the services they offer on Wag!.

How do I set up Stripe Connect?

When you log in to the Wag! App for the first time, you will be prompted to set up a new Stripe Connect account. To set up your Stripe account:

  1. After your application is approved, you’ll receive an email from Wag! that will prompt you to download the Pet Caregiver app. Tap on the link to download the app →
  2. Create a password →
  3. Download and Install the Wag! Pet Caregiver app →
  4. Tap on the Wag! Pet Caregiver app icon to open it →
    • If you are on iOS, you’ll need to trust the app first. Go to iOS Settings > General > Device Management > Tap "WAG LABS INC." in the Enterprise App section > Tap "Trust" > Tap "Confirm."
  5. Log in. You’ll see a prompt to set up a new Stripe Connect account →
  6. Confirm that your email address and phone number are correct →
  7. Verify your phone number →
  8. Fill out your banking information, using the info for the account through which you wish to receive payments.

Troubleshooting Stripe

If you are having trouble adding your info to Stripe in the Pet Caregiver App, you can access your Stripe account directly by navigating to one of the following links on a web browser: 

How do pay periods work?

A pay period starts on a Tuesday and ends the following Monday. Earnings accrued during that pay period will be paid out to your bank account on the following Friday (4 days after the pay period ends). You may also be eligible for Instant Pay!

How do I change my banking information in Stripe Connect?

  • In the Walker App, go to the "Earnings" screen →
  • Tap the three dots in the upper right corner →
  • Tap "Sign into Stripe" →
  • You’ll then be taken directly to your stripe.com dashboard, where you can edit your personal and banking information.

How can I see a list of all the payments to my bank account?

In the Pet Caregiver app, go to the "Earnings" screen, tap the three dots in the upper right corner, then tap "Sign into Stripe." You’ll then be taken directly to your stripe.com dashboard, where you can view your payment history.

I'm not able to log in to Stripe or I'm getting a Stripe error message; what should I do?

Please contact the Stripe support team here.

Why does my Stripe Connect Dashboard read $0 balance even though the Walker App says I have a positive balance?

The "Earnings" screen in the Walker App always reflects the most recent and updated information. The Stripe Connect Dashboard will read $0 balance until Wednesday, right after the pay period closes. After the payment has reached your bank account, the Dashboard will reset back to $0. If at any point in the pay period you'd like to check the amount of your next payment, please visit the "Earnings" screen in the Walker App.

1099 Independent Contractor (Tax Purposes)

What documents will I receive?

You will receive an IRS Form 1099-MISC if you earned more than $600 in 2019.

 

How much did I earn? 

To find a summary of your 2019 earnings, log into your Payable and/or* Stripe Connect accounts and visit the Earnings sections - (1) Payable (Payments -> Completed Payments screen); (2) Stripe Connect (Balance -> Payouts screen).  

 

When will I receive my 1099-MISC?

Your 1099-MISC will be postmarked no later than January 31, 2020.

For Pet Caregivers whose earnings exceed, $600, a corresponding 1099 has been mailed out by 1/31 in accordance with the IRS Requirements. This 1099 is created and sent by the payment processor Stripe and can take between 5 - 12 business days to be received; please allow some time to be delivered in the mail. If you do not receive it by February 21st please reach out back directly to Wag! Support.  You can also see your 2019 earnings by adding up your 2019 payouts in both Payable and Stripe.

 

What if I don’t qualify to receive a 1099-MISC?

If you don't qualify for a 1099-MISC, you can easily find your 2019 earnings by logging into your Payable and/or* Stripe Connect accounts and visiting the Earnings sections. You will see your 2019 tax year earnings information, which you will need to complete your taxes.

 

What if my earnings don't match what's on my 1099-MISC?

Note that your 1099 covers income that you earned in calendar year 2019, regardless of when the work was performed. Wag! cannot provide tax, accounting or legal advice (and the foregoing sentence should not be viewed as such), so unfortunately we aren’t able to provide help with your 1099. We recommend you check both your Stripe and Payable apps (if applicable) and contact Stripe for assistance if you still have questions.

 

*Reminder - Payable and Stripe Connect are different payment processors, and earnings from both should be pulled to account for the full year. If you need to confirm whether you have accounts with Payable or Stripe Connect, contact Payable at support@payable.com and Stripe Connect at support@stripe.com.

 

Be aware: Wag! will never contact you directly to request your password or banking information.

2020 Tax Document e-Delivery

How do I receive my 1099 for the year 2020?

Eligible Pet Caregivers will receive a 1099 by mail or via e-Delivery. To receive your 1099 electronically, you’ll be required to submit consent.

Am I eligible to receive a 1099?

To be eligible to receive a 1099, Pet Caregivers must have used Wag! to earn at least $600 in the 2020 calendar year. You can see your income from 2020 in the Walker App:

  • Open the main menu in the top right corner of the Home Screen →
  • Tap “Payments” →
  • Tap “Completed by year”

What is 1099 e-Delivery?

1099 e-Delivery allows you to receive your 1099 electronically via a link sent to your email. You will be required to complete the e-Delivery consent before you can receive a 1099 electronically. 

Why do I have to consent to receive my 1099 electronically?

By default, tax documents are physically mailed. If you would like to receive your 1099 electronically instead, your consent is required.

Do I have to utilize e-Delivery to receive my 1099?

No. e-Delivery of your tax documents is optional. If you do not opt-in for e-Delivery, your 1099 will be mailed to you.

How do I sign up for e-Delivery?

Eligible Pet Caregivers will receive an email regarding e-Delivery consent. Follow the link in the email and you will be taken to a page where you may opt in or opt out of e-Delivery. If you opt out of e-Delivery, your 1099 will be physically mailed.

When can I view my 1099 for the year 2020?

1099s are required to be delivered electronically or postmarked by January 31st, 2021. You will not receive a 1099 if you are ineligible.

Why don’t I have the option to receive my 1099 electronically?

If you are eligible to receive a 1099, you are eligible to opt-in for e-Delivery. If you are not eligible to receive a 1099, you will not be able to opt-in for e-Delivery.

I’ve already consented to e-Delivery. How do I receive my 1099?

Your 1099 will be available by or before January 31st, 2021. Once it’s available and you have provided e-delivery consent, you can access it via the Walker App:

  • Open the main menu in the top right corner of the Home Screen →
  • Tap “Payments” →
  • Tap “Email me my 2020 1099” →
  • Tap “Okay”

Note: Once you tap “Okay,” you will receive an email with a link to your 1099. The link to access your 1099 expires after 10 minutes. If your link has expired, repeat the steps above to receive a new link. 

What do I do if my 1099 link has expired?

To request a new link from the Walker App:

  • Open the main menu in the top right corner of the Home Screen →
  • Tap “Payments” →
  • Tap “Email me my 2020 1099” →
  • Tap “Okay”

I do not consent to e-Delivery. How will I receive my 1099?

You 1099 will be physically mailed to the address associated with your Stripe account. Your 1099 is required to be postmarked by January 31, 2021.

I signed up for e-Delivery but changed my mind; what do I do?

If you opted in to receive your 1099 electronically, but would now like it to be mailed to your physical address, please email woofsupport@wagwalking.com with the subject line “Revoke 1099 e-Delivery Consent.”

Can I request a 1099 be sent if I made less than $600?

No. 1099 tax documents are only produced for Pet Caregivers earning $600 or more for the year. You can see your income from 2020 in the Walker App:

  • Open the main menu in the top right corner of the Home Screen →
  • Tap “Payments” →
  • Tap “Completed by year”

If I am not eligible to receive a 1099, how do I verify my income for the year?

You can see your income from 2020 in the Walker App:

  • Open the main menu in the top right corner of the Home Screen →
  • Tap “Payments” →
  • Tap “Completed by year”
Stripe Connect Troubleshooting

If you are experiencing issues and/or crashes while attempting to access Stripe Connect in the Wag! Walker App, please navigate to the applicable URL below from your mobile device to complete the flow:

  • Access an account (edit your existing Stripe Connect account / verify your information)
  • Create an account (create a new Stripe Connect account if you haven't set one up already with Wag!)

You will need to sign in with your Wag! Walker credentials to create and/or access your Stripe Connect account. If you're still experiencing issues, visit Stripe's Help Center, or contact them directly.

* Note, you cannot sign into Stripe directly with your Wag! credentials, so you will either need to access Stripe via the app or from the link above.

Instant Pay

What is Instant Pay? How quickly can I get my payment?

Instant Pay allows eligible Pet Caregivers to instantly send money they’ve earned using the Wag! platform to an eligible debit card. A payment initiated with Instant Pay typically appears in the associated account within 30 minutes, but may take longer depending on your bank’s processing time. A 3% fee is deducted from each Instant Payment.

Note: Payments are reviewed, which may result in delays or funds being frozen or removed from your account. The standard weekly payment is still available for no fee. 

Am I required to use Instant Pay?

No. If you choose not to initiate Instant Pay, you will receive standard weekly payments, which are processed every Tuesday and paid out every Friday.

How do I sign up for Instant Pay?

You do not need to sign up for Instant Pay; you will, however, need to add a debit card to your Stripe account to use Instant Pay. 

Note: Adding a debit card to your Stripe account will default Stripe Instant Pay AND weekly payments to that debit card. To have your weekly payouts sent to your bank account, you need to have only ONE debit card and ONE bank account set up in Stripe. Pre-paid debit cards are not supported at this time. 

Is there a fee for Instant Pay?

The Instant Pay fee is 3% of the eligible payment amount, with a minimum fee of $1.99 and a minimum total payout of more than $1 (your "total payout" is the amount earned minus the Instant Pay fee). You will be able to view your “Total Payment” (the amount of money eligible for Instant Pay minus the fee) before requesting to initiate Instant Pay. 

Note: Payments are reviewed, which may result in delays or funds being frozen or removed from your account. Your standard weekly payment is still available for no fee. 

Am I eligible to use Instant Pay?

To be eligible for Instant Pay on the Wag! platform, Pet Caregivers must (1) have been activated on the Wag! platform at least 30 days prior to the payment initiation, (2) completed at least 10 services via the Wag! platform, and (3) have successfully received at least one standard weekly payment through Stripe. Additionally, Pet Caregivers must be in good standing on the Wag! platform (not suspended or deactivated). Instant Pay requests can be initiated for amounts greater than the minimum fee amount ($1.99) to an eligible debit card on the Pet Caregiver's Stripe account.

I didn’t see my payment immediately, what should I do?

When you successfully initiate an Instant Pay transaction, the status “Processing” will be displayed next to the Instant Pay symbol in the "Payments" screen on your app. When the transaction is successful, the status will be updated to “Completed.” If it has not been updated to “Completed” within 30 minutes, please be patient, as bank processing times may vary. If the transaction is marked as “Completed,” but you do not see the money appear in your account, please contact your bank.

When contacting your bank about a payment sent to your debit card, please note that money will appear as an original credit transaction (OCT), not an ACH or direct deposit.

Note: Payments are reviewed, which may result in delays or funds being frozen or removed from your account.

When can I initiate instant pay?

Instant payments can be initiated 24 hours a day, 365 days a year.

Why do standard weekly payments arrive slower than Instant Payments?

Standard weekly payments are processed using ACH bank processing, which typically takes 1-3 business days to appear in your account. Instant Pay is processed using a debit card, which allows the money to appear in your account more quickly.

Note: Payments are reviewed, which may result in delays or funds being frozen or removed from your account.

How do I know if my debit card is eligible for Instant Pay?

Most debit cards from major banks are supported, and more bank debit cards are being added over time. Please contact Stripe if you have a question about whether your debit card is supported.

Why is the eligible Instant Pay amount different from the displayed standard weekly amount?

A pay period starts on a Tuesday and ends the following Monday. Earnings accrued during that pay period will be transferred to your bank account on the following Friday (4 days after the pay period ends). Instant Pay can include funds outside of a standard pay period. You will be able to keep track of what services are included in a payment (whether a standard weekly payment or an Instant Payment) via the "Past Payments" screen in the Walker App.

Cancellation Fees

In the event that you are on your way to a service and the pet parent cancels, you’ll receive a $5 payment for your time. If you have not clicked “On My Way” and the pet parent cancels the walk and/or it is more than 1 hour until the start time of the service, you will not receive this payment.

If a pet parent cancels a sitting or boarding service within 24 hours of the start time, you will receive a $25 payment.

Referral Bonuses

How do I earn a Referral Bonus?

  • Open the Main Menu from top left corner of the home screen →
  • Tap “Refer Pet Parents” →
  • Tap "Text Invites" →
  • Once the Pet Parent has taken their first fully paid service, you’ll receive your referral bonus! For a service to be "fully paid," no gifted Wag! Credits can be used to pay for the service.
Payment Discrepancies

When is the pay cycle?

The pay cycle is Tuesday through Monday and payments are issued on Friday. For all walks completed on or after Tuesday, payment will appear in the following pay cycle.

What do I do if I'm missing a payment or a tip?

If there are any issues with your payments, please submit a Payment Discrepancy form. If you do not know the Walk ID, enter "0."

The service was for multiple pets, but I was only paid for one; how do I get this corrected?

If you completed a service for two dogs but believe you were only paid for one, please submit a Payment Discrepancy form. If you do not know the Walk ID, enter "0."

More About the App

Increasing your Profile Strength

How do I increase my Profile strength?

Your profile strength score represents how thorough your profile is, which may affect how likely you are to attract new pet parents.  To increase the strength of your profile:

  • Set your profile to "public" so you can share it with potential Pet Parents
  • Keep your status up-to-date (Android only)
  • Update the services for which you're available
  • Update your Catchphrase
  • Update or verify your Specialties and Home Info
  • Include photos in your Photo Gallery
Incident Resolution Guidelines

Recommendations

What are Recommendations?

Recommendations are written statements from Pet Parents (friends, family, previous clients, etc.) that appear on your public Walker Profile. The more Recommendations you earn, the higher your Walker Score will be!

How do I request Recommendations?

From the Main Menu of the Walker App, select the “Recommendations” Tab, or from "My Profile," scroll down to the “Recommendations” tab. From here, you can send an in-app message to previous Wag! clients or a text message to your contacts asking for their Recommendation. Be sure the Pet Parent is using their mobile device and the most up to date version of the Wag! App.

 

How does a Recommendation affect my Pet Parent Favorability?

Every Recommendation you receive positively affects your Pet Parent Favorability. The more Recommendations you have, the higher your Favorability will be. The number of Recommendations you receive will also be reflected on your public profile for Pet Parents to see.

How many Recommendations can I have? How many can I request?

You can request as many Recommendations as you’d like. There is also no limit to the amount of Recommendations you have on your profile.

Are my Recommenders required to create a Wag! account?

Yes; an account is required to verify the person's identity and prevent fraudulent Recommendations.

Promoting your Profile

How do I promote my profile?

Everything you need to get started is now available in the Walker App. From the home screen:

  • Open the Main Menu in the top left corner →
  • Tap "My Profile" →
  • Tap "Promote"

From here, you'll be able to share your profile to several popular social platforms or you can tap "Copy link to your profile" to copy a sharable link to your public profile. Pet Parents can book you directly from this link and you'll automatically be listed as their Preferred Walker. You'll also receive a $20 Referral Award once the Pet Parent has completed their first fully paid service!

NOTE: Please be aware that these are third party platforms for which Wag! is not responsible. Third party platforms have their own terms of use, privacy policies and other rules and guidelines, which may change over time and which users should independently review.    

Nextdoor

Nextdoor is a social platform centered around neighborhood communities. Many users use their platform to recommend and discover local businesses. 

You can create an account as an individual or as a “Neighbor for hire”. Nextdoor has restrictions on promoting your business with an individual account, so if you choose to join as an individual, make sure to follow their promotion rules listed here

If you choose to create an account as a “Neighbor for hire”, neighbors will be able to easily find you when they search for pet caregiver services. They can also recommend you, which will allow other members to find your Business page in the Nextdoor Businesses section. Information about what you can and cannot post from your Business page can be found here

Craigslist

For detailed information on how to promote your business on Craigslist, click here.

Craigslist is a web-based advertising platform. Users can search for items, services, housing, etc. Individuals may create posts for free with or without an account. Information about posting without an account can be found here

While most Craigslist postings are free, there are a few scenarios in which you may be asked to pay a fee.

Google My Business

Google My Business is an accessible business promotion tool which allows users to promote their website/business on Google Search and Google Maps. 

When users create a Business profile, they can link directly to their online Wag! profile. Business profiles also give users an online presence so that potential clients can search for their business on Google. More information can be found here.

Google Ads

While Google My Business is an accessible platform that allows users to list their business on Maps and Google Search, Google Ads is a paid advertising platform that can attract more visitors and new clients to their Google My Business website or public Wag! profile. 

Google Ads can display your ad when people search online for services like dog walking, sitting and boarding. Generally you will only pay when users engage with your ad. 

Information about advertising with Google can be found here

Other Promotional Materials

Many Pet Caregivers create and personalize printable flyers that they post around their neighborhood. They also post unprinted, PDF versions of their flyer online. 

By navigating to your profile, and then tapping “Promote,” “Promotional Materials,” and “Download Flyers,” Pet Caregivers can choose to get an email with a PDF of a sample flyer. Feel free to personalize the flyer however you like to promote your own business!

Pet Caregiver Profile FAQ

What does it mean for my profile to be “public”?

With the newest update to Pet Caregiver profiles, you have the ability to copy the link to your profile and share it online or with family and friends! Anyone with your profile link will be able to view your profile online even if they aren’t currently on the Wag! platform. 

I don’t want my profile to be public. How do I make it private? 

You can make your profile “private” at any time. Open your walker app and navigate to “settings”, then toggle the “public profile” setting to “off”. Keep in mind that if your profile is private, Pet Parents will not be able to book you directly through your profile for a referral bonus, and you won’t have the ability to share your profile online. 

What is a catchphrase?

Your personal catchphrase is an option for you to briefly introduce who you are as a Pet Caregiver and adds a personal touch to your profile. It’s one of the first things Pet Parents will see when viewing your profile. Catchphrases have a 50 character minimum. 

Why were my profile edits rejected?

Our automatic filters have detected one of the following types of content that either include profanity or your personal information: 

  • Profane language
  • Email address
  • Phone number
  • Website 
  • Social media reference

If you think your profile edits were rejected in error, please contact customer success. Please adhere to our community guidelines (https://wagwalking.com/community-guidelines/).

Why is my catchphrase/bio “pending”?

If your catchphrase/bio is marked as “pending”, our automatic filters may have detected potential profanity or personal information such as your phone number or email address. If you think there is an error, please contact customer success. Please adhere to our community guidelines (https://wagwalking.com/community-guidelines/).

I’m an Android user and I am not able to update my profile. What should I do?

If you are getting an error when updating your profile, it may be due to a system font conflict. 

To update the font:

  • Navigate to your phone's Settings →
  • Tap "Display" →
  • Tap "Font Size and Style" →
  • Adjust font size to "default" (third dot from the left)

Once complete, try updating your profile again.

I referred a pet parent through my profile. Why didn’t I receive a referral bonus?

In order to receive a referral bonus, the Pet Parent must sign up through your profile and complete their first paid walk. 

If they have completed a paid walk and you still haven’t received the bonus, please reach out to our customer success team for support.

A Pet Parent booked me through my profile. Why did they match with a different walker?

When a Pet Parent books you through your profile, you will be added to their preferred walker list. This gives you, and other preferred walkers for that Pet Parent, first priority for services where the pet parent specifies “try preferred” as their walker preference.

The most likely reason you did not match with the Pet Parent is another pet caregiver requested for the walk before you. 

How can I promote my profile online? 

If you’d like to promote your profile online, you can copy your profile link from within the walker app. Click “promote”, then “copy link to my profile”. You can post your link online, or you can send it directly to friends via SMS, email, and more! Click here for more info.

How do I increase my profile strength?

For info on profile strength, click here.

Available Services Filters

COMING SOON

Your "Available Service Filters" and "Notification Settings" will be merged into a single set of filters. These filters will control the types of available services you'll see and be notified about.

As part of an effort to streamline and enhance our available walk notifications, we want to address the common issue of seeing a walk in your feed but not being notified about it via push notification. 

Using the same set of filters to control the walks you see in your feed and the walks you are notified about will increase consistency between notifications and the feed. Above all, we want to ensure that you're able to see the services that are most relevant to you. 


Where are my available walk filters located? 

To access your available walk filters:

  • Navigate to the "Available" tab from the Home Screen →
  • Tap the filter icon in the top right corner →
  • You will be taken to the "filter result" page where you can update your available walk filters. 

Or click here from your mobile device.

What preferences can be updated from the available walk filters?

  • Distance: Select whether you'd like your walk feed to display available walks based on distance from your home address, your current location, or another custom location. You can also use the distance slider to filter out walks that are too far away.
  • Time: Click on the pencil icon to filter services by start and end time.
  • Service Type: Choose whether you'd like to see Recurring Walks, Sittings, and Boardings on your feed. 

Why am I not seeing available walks in my feed? 

Your available walk filters may be too narrow. Try expanding your distance, time window and service type filters. You can also hit “Reset To Defaults” at the bottom of the screen.

My available walk filters are updated and I still do not see walks in my area or custom location 

You may be in an area with low or no walk availability. Try updating your availability and notification settings so that you are notified of any walks that become available in your area. 

Where are my text and push notification preferences located? How do I update my notification settings? 

Your notification preferences can be adjusted in the Wag! Walker App under the “Notification Settings” tab. Navigate to the main menu in the top-left corner of the Home Screen and select "Notification Settings." From here, you can toggle on & off your notifications, set your radius (from 1 to 10 miles), and send a test notification.

If you believe you are not receiving notifications, visit our Notifications FAQ for troubleshooting assistance. For best results, we recommend only being logged into the Wag! Walker App on one device.


 

Pet Parent Review Disputes

How do I dispute a review?

If you believe a Pet Parent's review to be irrelevant or inappropriate, you may submit a review dispute here. Please keep in mind the following when submitting your dispute:

  • Wag! is committed to providing a public forum for Pet Parents and reviews are a way everyone can share their genuine, first-hand experiences with their Pet Caregivers
  • In rare cases, we may remove certain reviews that are found to be false, inappropriate, or irrelevant
  • Reviews older than 30 days cannot be disputed. 
Promoting your Business on craigslist (Android)

With Promote with craigslist, it's easier than ever to spread the word about your Wag! pet care business. When you post your personalized listing, Pet Parents in your area can sign up through your profile and book you directly!

The Promote with craigslist feature generates custom HTML which is then used to format your post, crafted from information already on your Wag! profile. All you have to do is copy and paste that HTML into your craigslist listing, and you're ready to post!


Generating your Personalized craigslist Ad

  • Open the Main Menu from the top left of the Home Screen →
  • Tap "Promote" →
  • Tap "Generate craigslist Ad" →
  • Tap "Create my ad"

You'll receive an email with your custom HTML and next steps. If you did not receive an email, please check your junk / spam folders.

   


Posting Your Ad on craigslist

  • Navigate to https://post.craigslist.org and select your city →
  • Select "Service offered," then choose "pet services" →
  • Sign in or create a craigslist account →
  • Create your posting title. craigslist recommends keeping your title simple and concise, and to use keywords (Ex. "Local Dog Walker & Sitter in San Francisco") →
  • Copy and paste the HTML from Wag!'s email into the description box →
  • Add your city & postal code, contact info →
  • Tap "Post" or "Submit"