# How do I contact a Pet Caregiver? > To chat with a Pet Caregiver during an active service , navigate to the home screen of the app and tap "Chat" next to your Pet Caregiver's photo at the bott... Source: https://support.wagwalking.com/en_us/how-do-i-contact-a-pet-caregiver-pp-H1gMIq7E5 Last updated: 2026-03-21T01:40:32.645Z #### The Wag! app makes communication easy. You can use the **in-app chat** to connect with the Pet Caregiver confirmed for your service—before it begins, during the service, or to follow up afterwards. You can find active chats in your Wag! app “**Inbox**,” and you can start or reopen a chat anytime by tapping the **chat bubble** **icon**. For privacy, you can also call your Pet Caregiver from the chat using a masked phone number. # **How to Contact Your Pet Caregiver** We’ll guide you below for how to contact your Pet Caregiver based on whether your service is a “Confirmed” upcoming service or a completed “Past Service.” #### ## Confirmed Service #### **To message your Pet Caregiver** for upcoming or in-progress services (e.g. before or during the service), you can chat as soon as your service is “Confirmed” with a Caregiver. From your Wag! app home screen, follow these steps: 1\. Tap "**Schedule**" on the bottom navigation bar. 2\. Select the “**Confirmed**” service you want to reach out about. 3\. Tap the **chat bubble icon** next to the Caregiver’s information on the service details screen. **To call the Pet Caregiver:** From the chat thread with that Caregiver, tap the “**...**” in the upper right-hand corner to access the call feature. 🔒 _**Please Note:**_ _For your privacy, all calls between Pet Parents and Caregivers are masked, meaning neither party sees the other's personal phone number._ #### ## Past Service #### **To contact a past Pet Caregiver**, you have two options from within the Wag! app to reopen or start a chat thread: #### ### **Past Caregivers** #### From the Wag! app home screen: 1\. Tap "**Account**" on the bottom navigation bar. 2\. Tap on "**Past Caregivers**."  3\. Locate the Caregiver and tap the **chat bubble icon** to message them. #### ### **Past Services** #### From the Wag! app home screen: 1\. Tap "**Account**" on the bottom navigation bar. 2\. Tap on "**Past Services**.” 3\. **Select the service**, then tap the **chat bubble icon** next to the Caregiver’s information. #### # **FAQs** ## Where’s my Pet Caregiver? The service is scheduled to begin soon. #### When your Pet Caregiver is on their way, they submit their ETA in the app, and you’ll receive a push notification. _**Important!**_ _Be sure your push notifications are turned on for the Wag! app from your phone’s settings and test push notifications in-app, from your “Account” menu. Tap “Test push notification” to verify they’re turned on._  If your Pet Caregiver is running late for a scheduled service, please also attempt to contact them directly by calling them through the in-app chat.  #### ## What happens if my Caregiver is unresponsive right before the service starts? #### If your confirmed Pet Caregiver is not responding, you have two options depending on the service type and start time: **wait or cancel**. ### ### **Wait for Caregiver** #### **Walks & Drop-Ins:** Your Pet Caregiver has up to **30 minutes after the scheduled start time** (or after the **ETA**, if one was provided) to arrive and begin the service. If the service has not been started in the app by then, it will be automatically canceled at no cost, and a new ASAP request will be created to find a replacement Caregiver. _**Please Note:**_ _Your originally scheduled Pet Caregiver will not be able to request the replacement ASAP service._ * If your Caregiver responds at the last minute and confirms they are on the way, you may be able to **edit the service start time** in the app to allow more time. This must be done _**before**_ the Caregiver submits an ETA—once an ETA is submitted, the start time is locked. **Sittings & Boardings:** Your Caregiver has a 3-hour arrival window. If the window passes and you cannot reach them, contact Wag! Support for help. #### ### **Cancel the Service** #### **Walks & Drop-Ins:** If your Caregiver is a no-show or excessively late, use the "Cancel Service" option and select "Caregiver is late, a no-show, or asked to cancel." If the Caregiver hasn't engaged with the service (e.g., submitted an ETA), you should not be charged a cancellation fee. **Sittings & Boardings:** If your Caregiver hasn't communicated or engaged with the service within the 3-hour window, contact Wag! Support for assistance. #### ## Can I message a Pet Caregiver who bids on my service? #### If you request a "Let Me Pick" service, Pet Caregivers can submit bids and include an optional introductory note explaining why they are a good fit for the job. * **Wag! Premium:** You can reply to these notes, which initiates a chat with the Pet Caregiver. * **No Wag! Premium:** You can view the optional notes from bidding Pet Caregivers. However, you will not be able to respond to them or chat with the Caregiver until you confirm them for the service. ## Why did my chat with the Pet Caregiver disappear? #### The Wag! app "**Inbox**" is for active chat threads, most commonly used for upcoming or live services. Once a service is completed, the chat thread with that Pet Caregiver will automatically expire after a period of inactivity. **To reopen a chat:** * Navigate to the “**Past Caregivers**” section of the Wag! app. * Locate the Caregiver and tap the **chat bubble icon** to message them. _**Please Note:**_ _Chat history is retained and will reappear when the chat is reopened, even if it expired. Chat history is only fully removed if an account is deleted._ #### ## Why am I not receiving notifications when my Caregiver messages me? #### You will need to enable Wag! app push notifications to receive notice when a Pet Caregiver messages you. Enable Wag! push notifications in your phone settings and you can test push notifications from within the Wag! app. From your “Account” menu, tap “Test push notification” to verify they’re turned on. #### ## My calls to the Caregiver aren’t connecting, how do I fix it? #### Due to the nature of calling, you do need to include your phone number in your Wag! app account "Profile." By doing so, Wag! sets up a proxy phone line to be able connect you with Pet Caregivers, while disguising phone numbers for the privacy of all customers. Without a phone number on file for your Wag! account, the call feature will not be able to connect the call. Please update your phone number on file and then refresh the app by closing and reopening it.  #### ## Can I message my phone number or address in the chat? #### We advise you to use the in-app chat for all communications to protect your privacy and security. The Wag! app is designed to protect your privacy by masking your phone number. Your address is only shared with your confirmed Caregiver as needed to complete the service. Once the service is complete, the Pet Caregiver can no longer access this information. These in-app security measures also simplify things for both you and the Pet Caregivers you work with. By keeping business communication within the app, there is no need to save or keep track of that personal contact information. #### ## How can I stop a Caregiver from messaging me in-app? I’m just not interested in working with them again. #### If a business relationship with a Pet Caregiver isn't working, you can block them to stop in-app communications and prevent future service requests. We’re committed to maintaining a respectful, kind, and non-discriminatory Wag! Community. All Pet Parents and Pet Caregivers are expected to follow our [**Community Guidelines**](https://safety.wagwalking.com/community-guidelines) and [**Terms**](https://safety.wagwalking.com/terms), and we may take action when those standards aren’t met. #### To block a Pet Caregiver, from within the Wag! app home screen, follow these steps: 1\. Tap on “**Account**” from the bottom navigation bar. 2\. Tap on “**Past Caregivers**” to access your ‘Preferred’ and ‘Past’ Caregivers. 3\. From the “**Past**” tab, look for the Pet Caregiver to block and tap “**Block**” next to the 🚫 icon. If the Pet Caregiver you wish to block has been previously marked as a “Preferred” Caregiver, you will need to ‘unprefer’ them first to see the ability to block.  #### ## Can I meet my Pet Caregiver before booking? #### For Sitting and Boarding services, you can request an optional, extra-cost Meet & Greet when booking. Pet Caregivers who bid on your service know they are expected to schedule this if chosen. To proceed with the initial meeting and subsequent service, you must first confirm a Caregiver. Once confirmed, communicate via the Wag! app to arrange the meeting, discuss needs, and for updates during the service. If a Meet & Greet wasn't requested or available for the service type, confirm a time with your confirmed Caregiver, then send a direct Drop-In service booking request to meet. # **Related Resources**  [**Booked Service Edits**](https://support.wagwalking.com/en_us/how-do-i-reschedule-or-cancel-a-service-pp-rkXNVo7Nc)   [**How to Cancel a Service**](https://support.wagwalking.com/en_us/how-to-cancel-a-service-Sk46caPER)  [**Service Cancellation Policies**](https://support.wagwalking.com/en_us/what-is-wags-cancellation-policy-pp-H1NWDICQq)    [**How do I manage my Wag! communication preferences?**](https://support.wagwalking.com/en_us/how-do-i-unsubscribe-from-marketing-pp-rJ7OmMKXc)  [**Privacy Policy | Wag!**](https://safety.wagwalking.com/privacy)