# Reporting Safety Concerns

> In case of emergency, please dial 911 to reach local authorities.  If you have a Wag! emergency, please call 628-400-4426 to be connected to Wag!'s dedicated...

Source: https://support.wagwalking.com/en_us/what-do-i-do-in-case-of-an-emergency-while-using-the-wag-platform-pp-SJ5CuPf4q

Last updated: 2025-11-03T22:04:18.419Z

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We prioritize the safety and well-being of pets, Pet Caregivers, and Pet Parents within the Wag! community. This guide gives clear instructions for Pet Parents on how to quickly and effectively report service-related emergencies, safety concerns, or incidents.

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# In Case of Emergency

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**An emergency is a sudden, urgent situation that poses an immediate risk to health, life, or property and requires quick action with local authorities.** Remember, the definition of an emergency can vary. Assess the situation to ensure your safety and that of your pet(s) and property.

*   Dial **911** for immediate help from local authorities.
*   Once safe, contact Wag! - any time of day, to report the issue.

# Urgent Safety Concerns

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The Wag! Support Team is available 7 days a week to connect with and during the Wag! Safety & Compliance Team hours, your call will be promptly escalated to the next available Safety & Compliance Specialist. As a safety measure in-app, a ‘red bell’ icon appears 3 hours before the service and remains available 3 hours after the service has completed, to provide you quick access to the Safety & Compliance Team or the Wag! Support Team should an urgent service issue arise.

The ‘red bell’ should be used for urgent incidents that pose a risk, such as threats to safety or well-being. This ensures we keep emergency lines open for critical cases.

**Safety & Compliance Team Hours:** Available daily from \*6 AM to 6 PM PT to connect directly with a Specialist.

_\*After-hours calls are handled by Wag! Support and escalated for follow-up with the next available Safety & Compliance Specialist._

**_Please Note:_** _All calls are assessed for urgency. This ensures that emergency lines remain open for urgent cases. We appreciate your understanding, and all reports will be promptly followed up on._

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# Contact Trust & Safety

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The ‘red bell’ icon will be available 3 hours before the service starts until 3 hours after your confirmed service has completed. To connect with the Safety & Compliance Team through the ‘Contact Trust & Safety’ option in the Wag! Pet Parent app, simply:

1\. Tap on "Account" from the bottom nav bar.

2\. Locate and tap the ‘red bell’ icon to "Contact Trust & Safety."

![](https://cdn.kustomerhostedcontent.com/media/61159410230cde9d5e6fbd8c/7dfc38177ba1aa1cc2bf16f202e1cb73.png)

3\. Tapping the ‘red bell’ icon will place an immediate phone call for urgent Wag! assistance.

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## How do I report a safety concern after-hours?

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When using the ‘red bell’ icon you can connect to Wag! anytime, 7 days a week. Depending on the time of day, you will reach either the Safety & Compliance Team or the Wag! Support Team. After-hours calls are escalated for follow-up with a Safety & Compliance Specialist.

We encourage you to take any necessary actions while waiting for a callback. Documentation and receipts will be requested to complete a full investigation.

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## What can I do while I wait for follow-up?

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Please use your best judgement for all pet(s), other people involved, and for your own safety and well-being. Rest assured, your report will be reviewed diligently and you will be contacted as soon as possible.

Consult the [**Incident Resolutions Guidelines**](https://safety.wagwalking.com/incident-resolutions-guidelines) for guidance on possible situations that could arise. Each incident is unique and will be reviewed on a case-by-case basis in accordance with the current terms, conditions, and other policies. 

_**Please Note:** A mobile-compatible version of the Incident Resolutions Guidelines is available in the ‘Related Resources’ below._

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# Related Resources

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For additional assistance, please also refer to the following resources:

 [**Resolving Service Issues: Incident Resolutions Guidelines for Pet Parents**](https://support.wagwalking.com/en_us/what-do-i-do-if-i-have-an-issue-with-my-service-incident-resolution-guidelines-pp-BkT_mHzVc) _(mobile-compatible version)_

 [**How do I contact a Pet Caregiver?**](https://support.wagwalking.com/en_us/how-do-i-contact-a-pet-caregiver-pp-H1gMIq7E5)

 [**How does Wag! vet the Pet Caregivers that use the platform?**](https://support.wagwalking.com/en_us/how-does-wag-vet-the-pet-caregivers-that-use-the-platform-pp-rkx8KPf45)

 [**Past Service Information**](https://support.wagwalking.com/en_us/past-service-information-Sy65uFRQA)

 [**Wag! Claims Policy**](https://support.wagwalking.com/en_us/the-wag-guarantee-BkghLgmTxx)

 [**Home Access Policy**](https://safety.wagwalking.com/home-access-policy)