# What if I need something and I cannot reach the Pet Parent?

> As an independent business owner, Pet Caregivers using the Wag! platform are empowered to make their own decisions on how to proceed when a Pet Parent become...

Source: https://support.wagwalking.com/en_us/what-if-i-need-something-and-i-cannot-reach-the-pet-parent-pcg-H1PIu2xSq

Last updated: 2026-09-23T01:26:57.909Z

####   

As an independent business owner, Pet Caregivers utilizing the Wag! Platform are empowered to make their own decisions on how to proceed when a Pet Parent becomes unresponsive.

It is highly recommended to attempt to contact the Pet Parent by phone. From the in-progress service details, use the 'chat bubble' icon to access the in-app contact options . Be sure to also check all pet profiles for any additional information provided for the service.

Helpful information can be gathered from pet profiles, within the additional notes section, in home access notes, and by chatting with or calling the Pet Parent. 

####   

## Where do I find service information?

####   

_Remember: It's important to not start a service until you have gained access to the home and are with the pet, ready to begin the service._

Look for the 'notepad' icon to view additional service notes from the Pet Parent, notes from other Pet Caregivers, and home access notes. You can also tap directly on the 'key' icon to view home access notes. 

####   

# In Case of an Emergency

####   

Not all emergency situations are alike and you will need to determine what is best for your own safety and the pet’s wellbeing. In an emergency seek immediate help from local authorities or other relevant emergency care services.

**_In the event of an emergency, local authorities can be reached by dialing 911 from a mobile phone or landline._** You can also tap on the in-app 'red bell' icon to access emergency options, including to call 911. 

Please contact the Wag! Trust and Safety team using the red bell menu as soon as you feel it is safe to do so. 

####   

![](https://cdn.kustomerhostedcontent.com/media/61159410230cde9d5e6fbd8c/1563a275b62ac889f7893563a0094bb6.jpg)

  

# Urgent Safety Concern

####   

Urgent safety concerns should be communicated with the Wag! Trust & Safety team through the Wag! app red bell menu options. 

**Urgent safety concerns may include:**

*   Pet off-leash / no longer in your control.
*   Pet injury or sickness requiring immediate professional medical attention.
    *   [**Know the signs of overheating**.](https://d56vh6ph4jjmq.cloudfront.net/wag-safety/infographics/Summer%20Heat%202019.pdf)
*   Personal or third-party injuries requiring immediate professional medical attention.
*   Locked out of home or residence **_with_** the pet.

> _**Note:** Wag! is not responsible for lost, misplaced, or damaged key fobs, lockboxes, etc. Pet Caregivers are responsible for keeping home access keys safe and returning them as per Pet Parent instructions. It will be the responsibility of the Pet Caregiver for any replacements._ 

####   

## If I think that continuing with the service might result in an urgent safety concern, what should I do?

####   

As a Pet Caregiver, you are an independent business owner and it is up to you to determine what you are comfortable proceeding with or if the service needs to be cancelled. 

To report a service issue or for further assistance, you can contact Wag! Support using the Help section in-app. Begin with the virtual assistant to initiate the conversation and submit the form for our team to review the service information before connecting with you. 

  

# Related Resources

  

 [**Safety Videos**](https://support.wagwalking.com/en_us/safety-videos-pp-ry5RhQN5)

####   

 [**How do I contact a Pet Parent?**](https://support.wagwalking.com/en_us/how-do-i-contact-a-pet-parent-pcg-ry7qGhgHc)