When this applies
A job becomes "late" if it isn't marked complete by 9 PM local to the property on the last day of its service window — every day, no weekend exception. Checking and triaging your Late Jobs list daily is what keeps a late job from turning into a bigger problem. Most common failure point: believing any reschedule automatically protects your metric — a next-day reschedule usually doesn't count against your completion rate, but that protection is softer on a first-time visit, which can still be given to another Pro if it isn't completed on its scheduled day.
What to do
Open the Task Dashboard and check the Late Jobs line item. Open each late job and review the details. Decide: complete it, reschedule it, or report an issue. If you can still complete it, do the service and mark it complete. If you need to reschedule, open the job from Late Jobs and tap View Job Details, then the three dots next to the service, then Reschedule your service (it shows only if the job is eligible). Pick the soonest realistic date and the reason that's actually true, write the note the app asks for, tap Reschedule, then message the customer through Inbox. If you can't service the property, use Drop Property (Report a Problem → matching issue → Drop Property) before you leave, include any required details, and contact Pro Support if unsure.
What happens in the app
Task Dashboard → Late Jobs is the first line item, listing jobs past their deadline. The job details screen is where you mark complete, upload photos, or reschedule. The reschedule reason picker can't be changed once submitted. Drop Property (Report a Problem → matching issue → Drop Property) removes a job from your schedule — use it before you leave. Inbox is where you message the customer. The menu (three lines, top left) > Performance shows your standing and metrics.
Key facts
A job is late if it isn't marked complete by 9 PM local to the property on the last day of its service window — this is the one deadline that matters, every day. A reschedule inside the service window usually doesn't count against your completion rate; further out usually does. Completing on the scheduled day is still the best experience for the customer — protect the schedule first, the metric second. First-time visits are at more risk — treat their deadline as firmer. Always pick the true reason — no reason is "safer," and it can't be changed once submitted. An unaddressed overdue job may be given to another Pro; if you also complete it, that's a "double service."
Consequences
Late jobs affect your completion rate. Left untriaged, a late job can be taken away entirely and counts against your cancellation rate too. Late jobs don't affect your rating — customers can't rate an incomplete job. Repeated late jobs can affect your account standing over time.
How you'll know it's done
Completing a late job stops it from continuing to affect your completion rate; a genuine reschedule or Drop Property report gets it documented the right way. Check the Task Dashboard — no pending Late Jobs line item means you're clear.
Rescheduled but it still shows as late? Rescheduling by itself doesn't protect your score — a next-day reschedule usually doesn't count against your completion rate, further out usually does, and first-time visits are at more risk. Completing on the scheduled day is still best for the customer.
Another Pro showed up and the job was already done? Email Pro Support photo proof of your completion.
Can't complete due to an obstruction? Use Drop Property before you leave.
Not sure how to resolve a late job? Contact Pro Support with the details.
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