The rule
A pause and a deactivation are different account states with very different recovery paths — and "suspension" isn't a real one; it's always one of these two. This covers what triggers each, what they mean for you, and what you can do about it.
Why it matters
When a trigger condition is met — an incomplete job, low ratings, inactivity, and others — the system pauses or deactivates your account automatically, depending on the reason. A pause either lifts on its own or needs Support's help, and is never permanent. A deactivation is different — a small number of deactivation reasons are Support-assisted, but most are not eligible for reactivation.
What you need to know
- Pause — temporary. New job offers stop, but your account and history stay intact.
- Deactivation — your account is ended and your current customers are removed; depending on the reason, it may not be reversible.
- Account status emails/texts — the notice you get when either one happens. A new Pro paused for recent low ratings gets no notice, and a Pro closed for two 1-star ratings in a row doesn't get an email right now.
- Signing in — a deactivated account can't sign in to the app. If you're signed in and not getting job offers, your account may be paused instead.
What counts as a violation
Pauses and closings come from different triggers — not all of them are things you did wrong.
What can pause your account (new job offers stop, and your account stays):
- Incomplete or late jobs — the most common: an incomplete job within your first 5 jobs, or leaving first visits incomplete back to back. Leaving a job incomplete can pause your account, but it doesn't close it on its own.
- Inactivity — around a year with no completed jobs while in a lower-activity standing.
- Claim behavior — many jobs claimed with none completed, or far more than usual in a short window.
- Skills review — an onboarding assessment that's unfinished, failed, or flagged for review.
- Recent low ratings, if you're new — this pause has no notice, you can't lift it in the app, and it won't lift on its own. Contact Pro Support in the app, with the date you stopped getting job offers ready.
- Turning off new job offers yourself — the one entirely in your control.
What can close your account (a deactivation):
- Low ratings — within your first five ratings, a 1-star rating brings a warning, and two 1-star ratings in a row close the account. After that, ratings that stay low over time can close it too. The warning on its own doesn't pause your account.
- No work done on your first job — a customer reporting no work done on your first job.
- Fraud or compliance — a failed background check, or sharing an account (or its bank account) with another Pro.
- Taking customers off the app.
Most pause reasons clear on their own — after a fixed window or once you meet the condition. Some need Support's help, and the pause for a new Pro's recent low ratings is one of them. Deactivations for low ratings, fraud, or a failed background check generally can't be reversed.
Consequences
A pause stops new job offers until it resolves. A deactivation ends your account and removes your current customers — for most deactivation reasons (low ratings, fraud, background check failure, administrative action) it can't be reversed. Only a small number of deactivation reasons are eligible for Support-assisted recovery.
What to do instead
- Check the notice — it doesn't always say the next step. A pause either lifts on its own once a fixed window passes or a condition is met, or needs Support's help — contact Pro Support in the app if you're not sure which applies.
- Think it was applied in error, or you've stopped getting job offers and don't know why? Contact Pro Support in the app to ask for a review — they'll check the action against your account activity:
- Open the menu (three lines, top left) and tap "Support."
- Tap "Send Message."
- Under "What is the issue you're experiencing?," pick the closest issue.
- Under "Please provide more information," add the date you stopped getting job offers, then tap "Submit."
- Fixed-duration pause (like after a recent incomplete job or reschedule pattern)? Wait it out — Support can't lift it early.
- Condition-based (like your skills assessment)? Complete the condition to clear it.
What recovery looks like
Trigger met → your account is paused or deactivated and a notice usually goes out. From there, one of three paths: it recovers on its own (wait out the window or meet the condition), Support helps (contact them for a review), or — for some deactivation reasons — it's final and can't be reactivated.
If something goes wrong
Got a pause notice and aren't sure what to do? The notice doesn't include recovery steps. A known fixed-duration pause (like after a recent incomplete job) lifts on its own; otherwise it likely needs Support's help — contact Pro Support in the app (see "What to do instead" for the steps).
Deactivated and want it back? It depends entirely on the reason: some are Support-assisted; most (low ratings, fraud indicators, failed background check, administrative action) aren't eligible for reactivation. Contact Pro Support in the app to find out which applies to you.
Your outcome
A resolved pause means job offers start reaching you again. A reversed deactivation (where the reason is eligible) restores your account — but your prior customers aren't automatically restored. A final deactivation ends your ability to work on the platform under that account.
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