Home access information will only be available after you’ve marked “On My Way” with your ETA to the Pet Parent’s home. 

An accurate ETA submission is important for certain home access methods, such as when someone will be home or for temporary access codes. Prompt arrival to services can also set a precedent for reliability and trustworthiness. 

Home access notes

To view the home access notes, from the in-progress service, tap the key icon near the bottom of the service screen.

If the key icon is not immediately visible, click on the “...” to expand additional service menu options.

The most common home access method is 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 indicate that someone is home.

Be sure to coordinate with the Pet Parent if there are any home access questions. If you've arrived at a home and cannot gain entry, we recommend that you contact the Pet Parent via in-app chat.

Note: Wag! is not responsible for lost or damaged keys, key fobs, lockboxes, etc. Pet Caregivers are responsible for keeping home access keys safe and returning them as per Pet Parent instructions.

What if I am having trouble with the lockbox?

Lockboxes are the property of the Pet Parent and for any questions, we recommend that you contact the Pet Parent via in-app chat.

4-Digit Shurlok Brand Wag! Lockbox Troubleshooting

If you're having trouble opening a Wag! lockbox:

• Make sure numbers are correct and lined up properly.
• Try wiggling the side grooves, where you hold the lockbox to open the door.
• Try tapping the back and bottom of the lockbox.
• Use a key or other item to try and pry open the door — prying gently so as not to break the lockbox.
• Contact the Pet Parent for additional home access information.