When this applies
Sending "On My Way" sends the customer an automatic notification that you're heading their way — a system alert, not GPS or live tracking, and not your exact arrival time.
Recommended for every job, every Pro — not tier-limited, not required.
What to do
- On the job, tap "View Job Details." The app asks if you're heading out — confirm "Yes, Notify Customer" and you're done.
- If it doesn't ask (already sent, or the job is late or early), tap "Get in touch," then "Notify your customer you're on the way."
- Plans changed? You can't undo it — message the customer through the Inbox instead.
What happens in the app
- The 2026-10-06 release removed the separate "Notify Customer" button and its location prompt — "View Job Details" is the standard path now. Pros on an older app version keep the old button until they update.
- The ask is gated between 7:00 AM and 8:00 PM property-local for today's job, or a still-scheduled late job, and stops once it's been sent for that visit.
- The Inbox is the only way to update the customer after sending it — there's no undo.
How you'll know it's done
Sending it when you're heading out cuts down on "where are you?" messages. If a customer cancels the whole service that same day after you've sent it, you're eligible for a trip fee (not a "cancellation fee"). It pays $15 on every tier, with no limit. If you don't see it, open the menu, tap Settings, then Billing, and look for Trip Fee for and the street. If it isn't there, contact Pro Support in the app with the job's date and address. It doesn't affect your tier.
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