The rule
Rescheduling a job is always allowed, but automatic checks run every time you do it, based on the actual reason you select. Rescheduling the same customer’s first visit a second time within 7 days automatically triggers a consequence for the next 7 days. Citing a reason connected to your own availability or condition more than once within 7 days can automatically pause your account and reassign new or pending customers. Rescheduling the same job again right after that kind of reschedule reassigns that customer, regardless of the reason you give the second time.
What you need to know
- Reschedule reason picker — the reason you select is what the system checks against the rules above.
- Your job schedule — shows the jobs currently assigned to you; a reassigned job simply drops off rather than showing there.
Why it matters
Always pick the reason that’s actually true for your situation — the system checks the specific reason you select, not just the fact that you rescheduled. All three checks are fully automatic; there’s no human review step, and contacting Support doesn’t prevent or undo any of them.
What counts as a violation
Which reason you select matters — some reasons count toward these checks and some don’t. A second first-visit reschedule within 7 days, a repeated own-availability reason within 7 days, or rescheduling the same job right after that kind of reschedule (which reassigns the customer regardless of the reason you give the second time) can each trigger a check.
Consequences
Two first-visit reschedules within 7 days change your account status for the following 7 days. Citing a reason connected to your own availability or condition more than once within 7 days pauses your account for 3 days and reassigns new customers (whose first visit hasn’t happened yet) to other Pros; rescheduling the same job again right after reassigns that customer too. Only new customers are affected — customers you’re already actively servicing stay with you.
What to do instead
Before submitting a reschedule, open the reschedule flow and select the specific reason that actually matches your situation — don’t default to a generic option.
If something goes wrong
My account got paused or my customers got reassigned and I don’t know why. Check your notifications first. If you still don’t understand it, contact Support — they can confirm which check applied, but they can’t reverse a pause or reassignment after the fact.
I want a reassigned customer back. Contact Support — they can check whether the customer is still available to reassign back to you.
Your outcome
Reschedule only when you truly need to, and pick the reason that actually matches your situation every time. Do that, and none of the automatic account pauses or customer reassignments apply to you — you keep your full schedule and your existing customers.
Was this article helpful?
Thanks — glad it helped.