Payments/Finance

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 on a web browser to complete the flow:

You will need to sign in with your Wag! Walker credentials to create and/or access your Stripe Connect account. 

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

 

How do I sign up for instant pay?

You do not need to sign up for instant pay; instant pay will begin to be made available to pet caregivers over the next few weeks. 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 for instant payments?

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 reach out to 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 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.

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.

 

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

Direct Deposit

When will I be paid?

You’ll receive a weekly payment (typically on Friday, depending on your bank) 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.

Can I be paid sooner?

You can now enroll in Instant Pay to receive your payout immediately, typically within 30 minutes.

Payment FAQ

How much do I get paid?

The payout 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 payout will appear in the following pay cycle. If you'd like to receive a payout sooner (and you're eligible), you can utilize the Instant Pay feature in the "Earnings" tab on 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.

Payment Discrepancy

When is the pay cycle?

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.

I'm missing a payment, how do I get this corrected?

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

I was paid for one dog and not two, how do I get this corrected?

If you completed a service for two dogs but believe you were only paid for one, please submit this form.

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.

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.

Stripe Connect Questions

What is Stripe Connect?

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

Why did Wag! move 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.

How do I set up Stripe Connect?

When you first log in to the Wag! App, you will be prompted to set up a new Stripe Connect account. 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 Pet Caregiver app. Tap on the link to download the app →
  2. You’ll first need to 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 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.

Troubleshooting

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: 


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

 

New Pet Caregivers 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 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 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.


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

Please contact the Stripe support team here.


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. Send an email to feedback@wagwalking.com. We’ll also pass it along to Stripe.

More about the App

Promoting your business on Craigslist

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 to book you directly.

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

Note: this feature is currently supported only for Android users. 


Generating your personalized ad: 

1. Tap "Promote" in the side nav, or on your profile

2. Tap "Generate Craigslist Ad"

3. Tap "Create my ad"

4. Check the email associated with your Wag! account for your custom HTML and next steps. If you did not receive an email, please check your junk / spam folders. 

   


Posting your ad on Craigslist:

1. First, navigate to https://post.craigslist.org and select your city / area from the dropdown. When prompted for the posting type, select "Service offered", then choose "pet services".

2. At this point, you may be prompted to sign in or create an account. Your posting details will be saved, and you'll only need to do this once.

3. Create your posting title! This is the title that users will see on listing pages when deciding whether to click your ad. Craigslist recommends keeping your title simple and concise, and to use keywords. Ex. "Local Dog Walker & Sitter in San Francisco."

4. Copy and paste the HTML below directly into the description box. Add your city & postal code, contact info, and post the listing.

Incident Resolution Guidelines

Recommendations

What are Recommendations?

Recommendations are written statements from pet parents (friends, family, pet parents, 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 app, select the “Recommendations” Tab, or from your profile, scroll down to the “Recommendations” tab. From here, you can send an in-app message to past Wag! clients or a text message to other pet parents 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 Walker Score?

Every Recommendation you receive positively affects your Walker Score. The more Recommendations you have, the higher your score 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.

Minimum Phone Requirements

The minimum hardware requirement for Android is 5.0+ and iOS is 11+.

Note: We no longer support the iPhone 5 and iPhone 5c devices. iPhone 5s / iPhone SE models and newer are still supported.

Promoting your Profile

Looking to expand your business? Everything you need to get started is now available in the Wag Walking app.

Navigate to your profile, then tap “Promote”. You’ll see some popular platforms listed that are available to be used to increase client-base and spread the word about businesses. Just tap “Copy link to your profile”, then paste your personal link anywhere you like. This link will lead to your public web profile where clients can book you directly as a preferred walker. You’ll also receive a $20 referral award. 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 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

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

 

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 FAQs

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

With the newest update to your profile, you now have the ability to copy the link to your profile, which you are then able to post online or send to family and friends. When anyone clicks the link, they will be taken to your public profile online. 

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! For more info, see https://help.wagwalking.com/t/q6hh31a/promoting-your-profile

How do I increase my profile strength?

Please see our FAQs here: https://help.wagwalking.com/t/83hqnq1/increasing-your-profile-strength

Available service filters

COMING SOON: 

"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. 

Why? 

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/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 →
    • 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 filters on a mobile device, click here.


 

Increasing your profile strength

I'm having trouble booking services, what should I do?

Your profile strength score represents how thorough your profile is, which may affect how likely you are to attract new Pet Parents. You can increase your profile strength by editing and sharing your profile.

What does it mean "increasing my profile strength"?
The highest strength threshold (Advanced) can be achieved by including a catchphrase, your specialties, and information about your home for boarding into your profile.

How else can I promote my profile?

Additionally, you can refer Pet Parents to your profile and receive a referral bonus once they book and complete a paid service.