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How can I set up my Stripe account?

Rover partners with Stripe, a payment services provider, to secure financial services. Stripe is a certified PCI Service Provider Level 1, this is the most stringent level of certification available in the payments' industry.

We release funds to your Rover account 2 days after a booking ends. Stripe will automatically send your payment to your bank account within 3-5 working days of completing the booking. This means that you can expect your payment between 3-7 working days after the booking ends.

Here is how you can set up your Stripe account through Rover:

Rover app

  1. Tap More at the bottom of your screen.
  2. Tap Payments.
  3. Tap Manage Payout Methods.
  4. Select Connect to Stripe. It may take a few seconds for your new account to be created and for the page to reload.
  5. Select Update payment details.
  6. Review and edit your personal details (if you need to). Make sure that the name on the account is your full legal name to avoid verification issues. 
  7. When you’re done, click Submit. You’ll be redirected back to Rover.
  8. Return to the Payments section, then select Add a bank account.
  9. Add your information, then select Submit.

Computer

  1. Navigate to the Payments section of your account, then select Connect to Stripe.
  2. Select Update payment details.
  3. Review and edit your personal details (if you need to). Make sure the name on the account is your full legal name to avoid verification issues. 
  4. When you’re done, click Submit. You’ll be redirected back to Rover.
  5. From the Receive Payments page, select Add a bank account.
  6. Add your information, then select Submit.

FAQs

  • Do I need to download the Stripe app to receive my payments?
    No, you only need to update your payout method from your Rover account.

  • Can I receive payments through PayPal, check, or cash?
    No, payments are only sent by Stripe through bank transfer.

  • Does my bank account need to be issued in the country where I'm offering pet sitting?
    Yes, in order to save your bank account into your Rover account, it needs to be from the country where you are offering your pet sitting services.

  • What information do I need to provide?
    You will need to provide your bank account number, some of the information listed on your Rover account (name, email, phone number, address, and date of birth) will already be included when you sign up for Stripe. Please also review this information to make sure that the detail, such as your legal name, match what you would use on legal or government documents. In some cases, Stripe will also require an ID document and/or proof of address.

  • What happens if I have pending payments from completed bookings, but I need to update my bank details? 
    If the payments weren't sent yet or if they failed, Stripe will automatically try to resend them 2 days after you updated your bank details. You can expect your payments between 5-7 business days after your payout details are updated.

  • What if I'm not receiving my payments?
    If you haven’t already, please visit your Receive Payments page to review that the bank details you've added are correct, you can update your account by selecting the update bank account button. All future payments will go to the most recently added account. You can also select the update payment details button to review that the information in Stripe is correct. Feel free to contact us if you have any payout-related questions.

  • When can I expect payment for cancelled bookings where my cancellation penalty was applied?
    The payment for your cancellation penalty will be sent 2 days following the scheduled end date of the service, just as it would for a normal booking.

For more information on how to manage payments from your sitter account, check out this article.

Have questions? We're here for you! Contact Rover Support at +31 20 262 2332 from Monday to Saturday from 9 am to 6 pm. Or, submit a request by navigating to the bottom of any page in the Help Centre and selecting Contact Support or the blue chat icon.

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