My account is on Pause after an owner contacted Rover. Has this happened to you? Where does it go from here?

This has never happened to me, and I'm sorry it happened to you. That action by the owner was not appropriate, in my opinion. They should have said something to you first before going directly to Rover. You did the right thing by responding quickly. Walt gave great advice on just being patient and possibly calling Rover Support.

I’m so sorry this happened. I think they pause the accounts during investigation/review of something reported, but unless it’s something very bad with some evidence, it seems we get the unjust side of the stick here. As sitters, we are expected to run a tidy ship and tolerate all mischief and damage; owners have no responsibilities, save to pay for the service.

I have started doing more thorough meet and greets, wherein I screen owners as well as dogs. Some potentially problematic personality issues can be picked up this way. I pay attention to the ones who treat their dog’s better than humans- thus is always a red flag. Another thing I do is screen sitter profiles in my area for reviews; principally I’m doing this to see what owners like and how I can provide better services. But lately I’ve begun making note of all the owners who have left unreasonable reviews (the reasons for their dissatisfaction are sometimes unbelievable). I decline any client who has left such a (unreasonable) review for another sitter. Unfortunately, in this business, it’s not always the dogs who are the complicated ones.

Fortunately this has never happened to me but I feel your pain! If you have already responded to the email from Rover it can take several days for them to review your account and the complaint before deciding the path forward. I suggest you call the support team to see if they can give you some insight [Edit: Rover’s contact options have changed. Visit the Rover Help Center at https://support.rover.com/ to find the phone number, help articles, or chat with the team] Good luck

Yes this has happened to me. The owner was upset that I used the rest of her dog treats.

I recently had an owner report that her dog ate a sock in my care and she had to take the dog to the vet. She reported this two days after the visit. My profile has not been paused. Obviously I did not see the dog with a sock. I’m not sure why they would have paused your profile so quickly without even speaking with you.

Had mine suspended after had to cancel client who's dog refused to stop barking. It was on hold for about a week