My Account

Payments/Finance

Cancellation Fees

In the event that you are on your way to a walk and the owner cancels the walk, you’ll receive a $10 cancellation payout for your time. If you haven’t clicked “On My Way” and an owner cancels the walk, you won’t receive this payment. 

Direct Bookings

Overview

It’s never been easier to build your business on Wag!.

With Direct Bookings, Pet Caregivers are able to refer Pet Parents to Wag! and automatically become their Preferred Walker.

This means that when you refer a Pet Parent to Wag! by sending an invite or promoting your profile online, Wag! will match you with the Pet Parent tied to your referral and you’ll be  designated as their pup’s Preferred Walker, giving you preference for all future services.

The best part? You can earn money by referring Pet Parents to Wag! (once you complete a service for each referral).

 

How it Works

  • Open the side navigation of the Wag! Walker Android or iOS App → 
  • Select “Direct Booking” from the menu options →
  • Within this tab, you can text invites directly to Pet Parents:
    • Wag! will send an invite link to the Pet Parent automatically, which will instruct the Pet Parent to book directly with you as the Preferred Walker.
    • New Pet Parents receive Wag! credits and the Pet Caregiver will get an award each time a referred Pet Parent completes a service using their credits.
  • Fun Fact: Pet Caregivers who refer 10 new Pet Parents* to Wag! will receive a $100 award!

 

*Each Pet Parent must complete one paid service after referral in order to qualify.

Direct Deposit Information

You’ll receive your payment weekly (usually on Fridays, depending on your banking institution) via direct deposit through Stripe. Keeping your Stripe account up to date with your most current information, including address, bank account, and other details, is important to receiving your payments on time. To update your account details, open the Walker app, go to the Earnings screen, tap on the three dots in the upper right corner of the screen, and sign into your Stripe Dashboard.

Payment Cycles

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 payout will appear in the following pay cycle.  

Payment Discrepancy

If there are any issues with your payments, please submit a Payment Discrepancy form here.

The pay cycle is Tuesday through Monday, so for all walks completed on or after Tuesday, your payout will appear in the following pay cycle.

1099 Independent Contractor (Tax Purposes)

Coming soon for 2020.

Referral Bonuses

To earn a referral bonus:

  • Click on the Wag! logo in the top left-hand corner →
  • Click on “Refer Pet Parents” →
  • Text an invite to pet parents you know who would love to use Wag! →
  • Once the pet parent has taken their first fully paid walk, you’ll receive your referral bonus!
  • This means they must use all of the free credits you gifted before your bonus will be paid. This can mean multiple walks depending on what services they book.
  • You can also share your profile referral card by clicking on the icon in the upper right-hand corner on your walker profile.
  • You can also share your profile badges. To learn more about sharing profile badges, click here. 

To check the status of your referral bonuses:

  • Click on the Wag! Logo in the top left-hand corner →
  • Click on "Refer Pet Parents" →
  • Click the icon in the top right-hand corner to see your Invite Tracker (wifi symbol) →
  • Here you’ll be able to see the status of all the owners you have referred to the platform
  • Remember, you won’t receive your referral bonus until the new owner has taken their first fully paid walk on the platform!

To view your referral tracker, click here.

New Walkers: Stripe Connect Questions

How do I set up Stripe Connect?

If you are a walker that was approved after May 16, 2019, congrats! Here are the steps to set up your Stripe Connect account.

  1. After your application is approved, you’ll receive an email from Wag! that will prompt you to download the Walker app. Tap on the link to download the app →
  2. You’ll first need to create a password →
  3. Download and Install the Wag! Walker app →
  4. Tap on the Wag! Walker 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 your email and phone number are correct →
  7. Verify your phone number →
  8. Fill out your banking information (where you want to receive your payouts) →
  9. Success! You're all set.

What is Stripe Connect?

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


Why is Wag! moving away from Payable to Stripe Connect?

Back in 2017, Stripe acquired Payable and is now sunsetting the service. Stripe’s service for sending payments to independent contractors is called Stripe Connect.


What do I need to do as a walker to ensure my account is set up correctly?

New Walkers who are approved starting May 16, 2019, can see how to set up their Stripe Connect account here.


How do your 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).


How do I change my banking information in Stripe Connect?

As part of the existing account migration flow, you will be prompted to verify your Payable banking information. At this point, you may choose to change it.

If you need to update this information later:

  • In the Walker 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 edit your personal and banking information.

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

In the Walker 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 a list of all the payouts to your bank account.


My Stripe Connect Dashboard says “Wag! Determines when your next payout arrives.” When does my next payout arrive?

Payouts occur on a weekly basis, every Friday. For payments accrued between Tuesday and the following Monday, the payout will be the following Friday.

Existing Walkers: Stripe Connect Questions

How do I migrate to Stripe Connect?

  1. Open the Wag! Walker app. (If you don’t already have it installed, download it here.)

  2. You’ll see a prompt to migrate to Stripe Connect.

  3. Log in again to verify your identity. If your password is not secure enough, you’ll need to create a more secure password before proceeding.

  4. You’ll be navigated to Stripe.com. Enter your phone number and email address.

  5. Enter the 6-digit code that Stripe sent you via SMS to verify your phone number.

  6. Confirm your personal and banking information is correct. This is information that you’ve already entered in Payable.

  7. Success! Tap “here” to return to the Walker App.

 

 

What is Stripe Connect?

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

 

Why is Wag! Moving away from Payable to Stripe Connect?

Back in 2017, Stripe acquired Payable and is now sunsetting the service. Stripe’s service for  sending payments to independent contractors is called Stripe Connect.

 

What do I need to do as a walker to ensure my account is set up correctly?

  1. New Walkers who are approved starting May 15, 2019: See How To Set Up Stripe Connect - New Walkers

  2. Existing Walkers who were approved before May 15, 2019: See How to Set Up Stripe Connect - Existing Walkers

 

Why are you asking me to log in again, and to reset my password?

Wag! takes your account security seriously. As part of the Stripe Connect rollout, all walkers are required to set up strong passwords. This will help guard your account and your Stripe payment data against security threats.

 

I already had a Payable account, and I’ve migrated my account to Stripe Connect. When will my payments start going through Stripe Connect instead of Payable?

If you followed the prompts and completed account migration between June 18 - June 24:

  • Payments start going through Stripe: June 25

  • Last ACH payout sent through Payable: June 28

  • First ACH payout sent through Stripe: July 5

If you followed the prompts and completed account migration between June 25 - July 1:

  • Payments start going through Stripe: July 2

  • Last ACH payout sent through Payable: July 5

  • First ACH payout sent through Stripe: July 12

If you followed the prompts and completed account migration between July 2 - July 8:

  • Payments start going through Stripe: July 9

  • Last ACH payout sent through Payable: July 12

  • First ACH payout sent through Stripe: July 19

If you followed the prompts and completed account migration between July 9 - July 15:

  • Payments start going through Stripe: July 16

  • Last ACH payout sent through Payable: July 19

  • First ACH payout sent through Stripe: July 26

If you followed the prompts and completed account migration between July 16 - July 22:

  • Payments start going through Stripe: July 23

  • Last ACH payout sent through Payable: July 26

  • First ACH payout sent through Stripe: August 2

If you followed the prompts and completed account migration between July 23 - July 29:

  • Payments start going through Stripe: July 30

  • Last ACH payout sent through Payable: August 2

  • First ACH payout sent through Stripe: August 9

If you migrated on or after July 29, all pending payments made starting that date will be held for you until you complete account migration. At that point, those payments will be processed, and they will be paid out to you the following Friday after migration. Starting July 30, if you have not yet migrated to Stripe Connect, you will not be able to take any further action in the Wag! Walker app. You must migrate your Payable account to Stripe Connect before using the features in the app.

 

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).

 

My earnings screen looks different - what did you change?

As part of the Stripe Connect rollout, we’ve redesigned the Earnings screen to be your one-stop shop regarding all the payments you’ve earned. This page will now be sorted by pay period, so you can see a list of all the transactions that sum up to the total amount you receive in your bank account. You’ll also now see any manual adjustments (deductions or credits) applied to your account, and will list the reason why this adjustment was made.

Previously, you were able to log into your Payable account to view payments that you couldn’t see in-app. Now, your Earnings screen displays all the payments for that pay period that will be paid out to you. The only reason you would need to access the Stripe Connect Dashboard are to change your personal and banking information, view a list of payouts, and access your 1099.

 

How do I change my banking information in Stripe Connect?

As part of the existing account migration flow, you will be prompted to verify your Payable banking information. At this point, you may choose to change it.

If you need to update this information later -- In the Walker 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 edit your personal and banking information.

 

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

In the Walker 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 dashboard, where you can view a list of all the payouts to your bank account. Note that you can only access your Stripe dashboard through the Walker app - you won't be able to access your Stripe dashboard by logging in via Stripe.com.

 

My Stripe Connect Dashboard says “Wag! Determines when your next payout arrives.” When does my next payout arrive?

Payouts occur on a weekly basis, every Friday. For payments accrued between Tuesday and the following Monday, the payout will be the following Friday.

 

My Stripe Connect Dashboard reads $0 balance even though the Walker App says I have a positive balance. Why?

The Earnings screen in the Walker App always reflects the most recent and updated information on what you’ll get paid. The Stripe Connect Dashboard will read $0 balance until Wednesday right after the pay period closes, at which point it will update to the balance you’ll be paid out. After that balance has reached your bank account, it will reset back to $0. At any point in the pay period, to check how much you’ll get paid, please visit the Earnings screen in the Walker App.

 

I was able to do something with Payable that I can’t do with Stripe Connect anymore.

We’d love to hear your feedback. Please go to the Walker App > Help > Tell Us How We Can Improve to leave feedback. We’ll also pass it along to Stripe.

More about the App

Available Walk Filters

Where are my available walk filters located? 

  • To access your available walk filters:
    • Navigate to the "Available" tab →
    • Tap the filter icon in the upper right corner →
    • You will be taken to the "filter result" page where you can update your available walk filters. 

What preferences can be updated from the available walk filters? 

  • “Select Distance From”:
    • Select whether you would 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 Window”: Start and end times can be adjusted so that the walk feed only displays walks that fit your schedule.
    • You can also choose which types of services you’d like to see in the 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? 

  • SMS and push notification preferences are located in the “Availability” tab.
  • To locate your availability settings:
    • Open the side navigation of the app →
    • Click "Availability" →
    • Adjust your settings! 

To update your availability on a mobile device, click here.


 

Trouble Seeing Pet Care Provider Platform Use Agreement in App

Pet Care Provider Platform Use Agreement pop up not appearing when opening the app

  • Update to the latest version of the app if you have been inactive, as the older version may no longer be compatible. 
  • If the agreement pop up was initially dismissed
    • The agreement pop will reappear in 12 hours, alternatively turning your device's time ahead by 12 hours will make the pop up reappear. 
    • IOS app users may sign out and sign in to make the pop up appear
    • Android app users may sign out and clear their app data in the device settings, and sign back in to make the pop up appear

Agreement email is directing me to a website 

  • The email is intended to direct to the IOS or Android app, if you do not have the app installed on your device you will need to download the app and sign in to see the agreement. 

My app is crashing / closing when opening the app 

  • If you have been inactive and have not updated your app recently, downloading the latest version of the app from here should alleviate any issues you may be seeing with app crashes. 
iOS Phone Requirements

Hardware Requirement:

  • iOS 11.0+
  • We no longer support the iPhone 5 and iPhone 5c devices. iPhone 5s / iPhone SE models and newer are still supported.
Android Phone Requirements

Hardware Requirement: Android 5.0 and above

Available walk push notifications and text messages

What type of push notifications will I receive? 

  • Available walks in your area
  • Tip notifications
  • Rebooking requests

What type of SMS notifications will I receive?

  • Available walks in your area
  • Confirmation that you’ve booked a walk 
  • Reminders to leave when you’re late for a walk 
  • Confirmation of cover request
  • Requests from pet parents you’ve previously walked for
  • Requests from pet parents who selected you as a Preferred Walker

I received a notification for an available walk and requested the walk right away! Why am I seeing that the walk is no longer available?

Unfortunately, the walk was taken by another pet caregiver.

Why am I no longer receiving push notifications? 

  • You are logged in to more than one device (Note: The most recently logged into device would be the one receiving the notifications.)
  • There is low or no walk availability in you area. This typically means you will also not see any walks in your Walk Feed, either. 
  • Your notification settings are set to “off” or your availability settings are too narrow.  
  • Your phone settings for push notifications are set to “off.” 
  • You have not completed or opted into a service for 60 days (to start receiving notifications again, turn them back on in your Availability tab)

Why am I no longer receiving text notifications? 

  • There is low or no walk availability in you area. This typically means you will also not see any walks in your Walk Feed, either. 
  • Your SMS notification settings are set to “off” or your availability settings are too narrow. 
  • You have not completed or opted into a service for 60 days (to start receiving notifications again, turn them back on in your Availability tab)
  • You at one point may have blocked available walk SMS notifications. Texting the word "Start" to 240-06 should re-enable notifications. 

What is the maximum radius I can receive notifications for? 

  • You can toggle your radius to any value between 1 and 10 miles away from your location. Set this in your availability tab.

  • Note that you may receive notifications for walks that are farther away than this radius when you are requested as a Preferred Walker.  

How do I turn off notifications? 

You may turn off your notifications in the Availability tab.

To update your availability & notification settings on a mobile device, click here.