If your profile has been set to unavailable, the reason is usually that you haven't responded to a new enquiry within 24 hours.
What does that mean?
If your profile has been set to unavailable, it won't appear on the search results. Pet owners won't be able to book enquiries that they made before your profile was set to unavailable. The contact buttons are removed from the profile, so pet owners can't send you a new enquiry or booking.
Why is this happening?
Not getting a response from a pet sitter who stated in their calendar that they are available, is a huge disappointment for a pet owner. When a pet sitter doesn't respond within 24 hours, our system assumes that they have become inactive. In order to prevent other pet owners from contacting an unavailable sitter and be disappointed as well, the system makes this impossible.
How do I become available again?
When a pet owner contacts you via the "Book now" or the "Contact" button on your profile, you need to respond to this new request. If you still need to respond, the status of the message thread will say "Reply required" or "Awaiting confirmation".
If you respond to the enquiry in question within 48 hours, your profile will once again become available. If you reply later than that, you'll have to contact our support to manually make you available again.
Okay, but ...
- ... the pet owner sent me two requests/bookings and I've responded to the other one already
In that case, please respond to the second request as well. It's best to decline the second one - if it was a paid booking, the amount will be refunded to the owner automatically.
- ... I've already sent a message to the owner, but the status still says "Awaiting confirmation"
The pet owner has finalised this booking and made a payment. You will see the "Accept" and "Decline" buttons on the booking chat. Please either accept or decline this booking within 24 hours. Otherwise, the payment will expire and you won't be able to confirm after that. Please note that if you decline, the chat will be closed and you won't be able to communicate with the pet owner any more. If you're doubting whether you can accept, this article may help.
- ... I can't respond to the booking because of a technical issue
If you receive an error message when trying to accept or decline, if there aren't any buttons to do so, or if the booking has expired, please contact our Support Team to help you resolve the matter.
- ... I've responded to everything, but my profile is still unavailable
If you responded months or weeks after the enquiry was made, your average response time may now be so high as to result in an unavailable profile anyway. You can contact our Support Team to help you out in this case. Please don't forget to state the reason why you weren't able to respond when the enquiry was first made.