COVID-19

Additional Opportunities

Wag! is committed to the Pet Caregiver community during this unprecedented time. We've partnered with other gig economy companies to help with income while Wag! services might become less available. Please check back frequently for an updated list of opportunities as we reach out to partner with additional companies.

 

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Info on COVID-19

We know the novel coronavirus ("COVID-19") is on many of our minds. As we all continue to monitor the situation very closely, we wanted to share that pet caregivers continue to be available for walking, sitting and boarding on the Wag! platform. The health and safety for Pet Caregivers, Pet Parents and their dogs are and always will be our highest priority. In situations such as this, we understand that we need to evolve the Wag! platform to help do our part to best serve you and the community as safely as possible. 

Below you’ll find information on recent platform changes, including Socially Distanced Services, dedicated COVID-19 Tip Function, and our COVID-19 Resource Center and FAQs. We will continue to monitor the situation and provide updates as they become available.

 

Socially Distanced Services

Pet Parents may update “How to get in” to request a service as a socially distanced service and to provide specific instructions to help limit physical interactions. Here is an example of simple measures you can take when performing socially distanced services:

  1. Requesting a “socially distanced service” - When requesting a walk through the Wag! platform, pet parents can update the "How to get in" section with the socially distanced service request and any relevant instructions to help limit interaction. For example: "Socially Distanced Service - I’ll have Fido ready with a harness and leash on. Please knock or message me in-app when you arrive and I’ll open the front door and hand the attached leash to you."
  2. Preparing your dog - Put on the dog’s harness and leash in advance of the pick-up and walk.
  3. Ensuring a smooth handoff - Pet Parents can message their Pet Caregiver in-app to remind them of the request for a socially distanced service. When the Pet Caregiver arrives, simply hand the leash off. Lastly, remember to wash your hands before handling the leash and after both pick-up and drop-off and follow advice from public health authorities like the CDC.

 

Dedicated COVID-19 Tip Function

To support the Pet Caregiver community in defraying the cost of additional COVID-19 related safety supplies, Pet Parents now have the option to give a “Dedicated COVID-19 Tip.” This provides a mechanism for a Pet Parent to help pay for gloves, hand sanitizer, as well as any other essential equipment.

 

COVID-19 Resource Center and FAQs

For your informational purposes, we have created a COVID-19 Resource Center and Frequently Asked Questions article so you can keep yourself updated on the impact and best practices for you and your pets with the Wag! platform. We’ll continue to update the community on additional solutions and recommendations to help Pet Parents stay safe and healthy during these unique times.

We ask that Pet Parents and pet caregivers follow the guidance of the CDC and the below tips to help prevent the further spread of the virus: 

  • Pet Caregivers, if you feel sick, please stay home; don’t request services on the platform. 
  • Pet Parents, if you or a household member feel sick, please help keep pet caregivers safe.
  • Frequently wash your hands with soap and water for at least 20 seconds if soap and water are not readily available, clean hands by using alcohol-based hand sanitizer that contains at least 60% alcohol, including immediately before and after a service is completed. 
  • When coughing or sneezing, cover your mouth and nose with the inside of your elbow or tissue – throw tissue away immediately and wash hands. 
  • Avoid close contact with anyone who is sick, and please seek medical care if you have a fever and symptoms, such as cough and/or difficulty breathing. 

 

We are prepared to navigate these challenging circumstances with the Wag! community’s health and safety in mind. Our services will continue, along with 24/7 customer support, and we thank you in advance for working with us to ensure the Wag! platform operates as safely as possible.

Staying Safe

Inclement Weather

Wag! services can be booked rain or shine! If you are not comfortable proceeding with a schedule due to poor weather, please contact the Pet Parent to discuss. You may mutually decide to cancel the service. Should you mutually decide to cancel, please recommend that the Pet Parent cancel in the app from the "Schedules" tab. If you are unable to get in contact with the Pet Parent, please contact Wag! using the "Help" tab in the app.

Unsafe Location

If you have a safety concern, please click on the red bell icon on your booked services feed and select "Emergency" to call 911 or dial 911 directly.

Signs of Dog Aggression

If you believe a dog is displaying signs of aggression and you are not comfortable proceeding with the service, please attempt to contact the Pet Parent to discuss the situation. You may mutually decide to cancel the service. If you are unable to get in contact with the Pet Parent, please contact Wag! using the "Help" tab in the app.

Contacting the Pet Parent

If you are unable to reach a Pet Parent

In the event of a schedule change, if you are running late, or you are having trouble accessing a home, you should always attempt to contact the Pet Parent first. If you are unable to reach the Pet Parent, please contact Wag! through the Help tab in the Walker App.

Additional chat information
  • To save a photo, tap and hold the photo which will reveal the option to save. Video is currently not supported via the chat. 
  • Chats are available for active messaging up to 12 hours after the service end. After 12 hours, the chat expires and you will be unable to access the chat history unless you have an upcoming service with the same pet parent. 
  • We alert you of new messages via push notification. For the best experience, we recommend enabling push notifications for the mobile app and checking your messages tab frequently. 
  • For your safety, we recommend never sharing personal phone numbers, logins, or financial info
     
Chatting with the pet parent

You can communicate with the pet parent directly in the app through our in-app chat feature. To message the pet parent:  

  • For an upcoming service:
    • Option 1:
      • Navigate to the “Booked” tab →
      • Click the service of the pet parent you’d like to contact→
      • Click “Contact Pet Parent ” →
      • Chat away! 
    • Option 2 (iOS Users Only):
      • Navigate to your “messages” tab in the side navigation of the app →
      • Click the “+” in the upper right hand corner  →
      • You will see a list of the pet parents you are booked with. Select the pet parent you’d like to chat with  →
      • Chat away! 
  • For a live service:
    • Navigate to the homepage of your app →
    • On the live service display, click the contact button or chat icon →
    • Chat away! 

To access the chat inbox on the mobile app, click here. 

Calling the pet parent

You are able to call the pet parent directly from the chat screen.

 

To call the pet parent:

  • Navigate to the messages tab →
  • Click the chat of the pet parent you’d like to contact →
  • In the chat, click the phone icon (iOS) or the three vertical dots (Android) →
  • Select “Call Pet Parent” →

You will be connected with a call-only line masked for your privacy where you can communicate directly with the pet parent. For your safety, we recommend never sharing personal phone numbers, logins, or financial info

Safety Videos

Equipment Check

 

 Helpful tips on equipment. Reaching out to the Pet Parent for specific instructions is always recommended!

Understanding Leash Aggression

 

 Helpful tips on understanding leash aggression. Reaching out to the Pet Parent for specific instructions is always recommended!

Getting a Dog In and Out of a Crate

 

 

Helpful tips on how to get a dog in and out of a crate. Reaching out to the Pet Parent for specific instructions is always recommended!

When a Dog Doesn't Want to Walk

 

Helpful suggestions when a dog doesn't want to take a walk. Reaching out to the Pet Parent is always recommended!

Doggie Daycare & Overnights

 

 This video includes helpful tips for a successful overnight service with a dog for the Pet Parent. Reaching out to the Pet Parent is always recommended!

Meeting and Leashing a Dog

Dog Walk Distractions

This video explains the types of distractions a dog may experience while on a walk and how to read a dog's body language and avoid confrontation.

All Kinds of Harnesses

All Kinds of Collars

Beware of Scams

Never Share Passwords

Wag! will never contact you directly to ask for your password or banking information. If you receive a suspicious call or message, do not reply. Instead, contact our Customer Success team.

Beware of Scams

  • Scammers may pose as Wag! customer service professionals to try to obtain your personal information or to access your account(s). If you’re unsure if a phone call, email, or text is legitimate, contact the Customer Care line directly. Do not reply or use the contact information in the suspicious message.

Tips for Creating a Strong Password

Wag! takes your account security seriously, and choosing a secure password helps protect your account against unauthorized use. Here are some of the best practices to follow when creating a password: 

  • Straight rows of keys are easy to guess. 
  • Short keyboard patterns are easy to guess. 
  • Use a longer keyboard pattern with more turns. 
  • Repeats like "aaa" are easy to guess. 
  • Sequences like "abc" or "6543" are easy to guess.
  • Repeats like "abcabcabc" are only slight harder to guess than "abc". 
  • Avoid dates and years that are associated with you. 
  • Avoid recent years. 
  • Capitalization does not help very much. 
  • Reversed words aren't much harder to guess. 
  • All uppercase is almost as easy to guess as all lower case. 
  • Avoid predictable substitutions like "@" instead of at. 

In addition to the above tips, we recommend your password includes:

  • More than eight characters
  • Both upper- and lower-case letters
  • A mix of numbers and special characters (i.e., # @ $ % &)

Community Guidelines

Community Guidelines

To view Wag!'s Community Guidelines, click here.