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Why is my profile still not active?

I was wondering why my Rover profile isn't active yet. It says it is waiting for my background check to go through but i have looked at the page where you can check the progress of your background check, and it said it was all set to go.

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You need to call Rover Support only they can help you @ [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]