What triggered it
Your phone dies, breaks, or becomes unusable mid-workday — or it's lost or stolen.
What to do right away
Keep working if you can, on a borrowed phone, a tablet, or your own once it works again. This matters most for jobs that need photos. If you use someone else's device, sign out of the app when you're done.
No device with the app? Use any computer to reschedule and message customers at the Pros website (pros.lawnstarter.com, or your brand's version). Only marking a job complete is app-only, and Pro Support can do that for you on jobs that don't need photos.
To reschedule on the website:
- Open Calendar and go to today.
- Click "Select jobs to reschedule" and pick the jobs you can't get to.
- Pick the new date and Equipment as the reason.
- Add a note for your customer and click Reschedule.
Do all of this by 9:00 PM property-local time or the job flips to incomplete. A dead phone isn't a lost day. Only jobs that need photos you can't take are blocked.
What to document
A job that needs photos (first-time visit, long-grass report, additional service) can't be completed without them. Agents can't upload photos for you, and Support can't complete the job for you either. Don't complete it. Reschedule it with Equipment and take the photos on the new visit.
Calling Support? Have the property address and service date ready.
Who to contact
Fully blocked, with no device that can run the app? Borrow a phone or find a landline and call Pro Support. Calling always works.
Phone lost or stolen? Tell Pro Support right away, even before you sort out a replacement. This is a security matter, not just a device one. Support can force all devices to log out and require a new password.
Got an automatic account pause after rescheduling? An Equipment pause stops new job offers for 3 days, then lifts on its own. Still no offers after that? Pro Support can take it. Have the dates you rescheduled ready.
Why it matters
Jobs not completed or rescheduled by 9:00 PM property-local time flip to incomplete. That can pause your account from new job offers and counts against your completion rate. Repeated Equipment reschedules get no special treatment. They can trigger the same pause as any other reason.
Work you finish and prove, with photos where needed, is paid the same as any other job. Acting the same day keeps a phone failure from becoming an incomplete job, a pause, or a lost customer.
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