Safety is a priority—not just for pets, but for humans, too. We’re continually improving our website to protect pet owners and sitters, and we’ve outlined some of the different ways you can be proactive about web security, as well.
Recognizing suspicious behavior
What information to include when contacting us
How to proactively protect your account
Recognizing suspicious behavior
While it rarely happens, people will attempt to take advantage of others online to gain information or money without any intention of using our services. Keep an eye out for the types of suspicious activity described below:
If you experience any of these situations, don’t hesitate to flag the conversation in your Cat in a Flat account, and contact us as soon as possible. The sooner we know, the sooner we can take action. To contact us:
- Navigate to the bottom of any Help Center article, and click the button to get help. Note: To see this button, you may need to log in to the Help Center, by navigating to the upper-right corner of your screen, and clicking Log in to get help.
- Follow instructions for letting us know what you’re contacting us about.
Phishing
Cat in a Flat Support will never ask you for your username or password. Phishing messages, however, usually include requests for your personal information, such as:
- Your full name
- Your email address
- Your phone number
- Your password
- Your financial information
Phishing messages may also contain links that appear to lead to trusted websites, but that may download malicious software to your computer or prompt you for personal information.
If you believe you’ve received a message like this on Cat in a Flat, don’t respond or click on any links. Instead, alert us right away, using the instructions above to contact us.
Other unusual requests
Here are examples of other suspicious messages you’d want to flag:
- Messages or phone calls that use odd or complicated language, and/or include a sympathetic story that may seem over the top.
- Sudden changes in personal info that they've shared with you before, like their email address or a family member's name.
- Impatient behavior, like asking you to respond, or to do something that seems questionable, right away
What information to include when contacting us
Include as much information as possible when contacting Customer Support, so we can best investigate the situation. This could include, but is not limited to:
- The name(s) of the person contacting you used
- Any email addresses or phone numbers they used or mentioned
- What they asked you to do or what they offered you
- Screenshots of text or email conversations
Reporting a security issue
Cat in a Flat is a part of the Rover Group. If you notice any security or privacy issues on your account, please email us at security@rover.com.
How to proactively protect your account
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Recognize our emails.
Because Cat in a Flat is part of the Rover Group, official emails from us will end in @catinaflat.com, @e.rover.com, or @rover.com.
If you see any other address in the “From” line of an email you’ve received, it’s likely not from us. Be careful when responding, and never disclose personal information via email.
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Create a strong password.
Your password should be at least 8–10 characters and include a unique combination of letters, numbers, and symbols. Be sure to change your password regularly, and don’t use the same password for multiple online accounts.
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Make sure the web page is secure before logging in to your Cat in a Flat account.
A web page is secure if the URL (web address) begins with “https://”. Depending on what web browser you’re using, you might see a padlock icon too.
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Use our secure payment platform.
Always pay and communicate on our platform. That way, you’ll have the benefit of our dedicated support team, and your profile will remain in line with our Terms of Service. We’ll never ask you to enter payment information anywhere but on our platform while booking a service.
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Look out for suspicious emails or messages on Cat in a Flat.
Don’t follow links or download attachments from unverified sources or people you don’t know. This is a good rule of thumb for your personal email account and your Cat in a Flat inbox.
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Make sure your web browser is secure.
Always keep your web browser updated to the latest version.
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Report suspicious conversations.
If you come across a suspicious-looking profile or have a strange conversation in your inbox, let us know right away, using the instructions above to contact us.