What triggered it
A customer at the door says they never signed up, doesn't recognize the service, or turns hostile about you being there.
What to do right away
Stay calm and don't argue — the job in your app is your proof you're authorized to be there, so show it to them calmly. If the customer asks you to leave or says the service wasn't ordered, treat that as your stop signal — and if you've already started, stop. Don't continue toward the house or open anything (gates, storm doors) to try to finish the job — from their side, that looks like someone trying to get into their home. If the customer turns hostile or you feel unsafe, leave the property right away and contact Pro Support from a safe spot.
What to document
Set your location first. Your arrival at the address is your proof you were there — no photo needed — and the app records it on its own, but only with the right setting. Keep location on while you're there. On Android, go to Settings > Apps > your Pro app (on LawnStarter, "LawnStarter for Providers") > Permissions > Location, choose "Allow all the time", and turn on "Use precise location" on the same screen. "Allow only while using the app" won't work, and the app won't warn you — your arrival just won't be recorded. On iPhone, set Location to "Always."
Then report it in the app: on the job, tap View Job Details, then the three dots next to the service. Under Service scheduling issue, tap Customer told me to leave, then To skip this mow — that logs the skip and lets you be considered for a trip fee if your tier qualifies. "Customer said not to mow" is already picked. Don't pick "To cancel or pause future services" to submit the customer's stop request — it can only submit a pause; Pro Support handles the actual cancellation.
Add a quick note on what happened in the flow's note field — it's optional, but without it Pro Support only sees that the job was skipped, with no explanation.
Who to contact
Contact Pro Support before you leave the property. Tell them whether the customer refused or was hostile, and whether they said they want no future service — Pro Support verifies the account and cancels it if the customer wants to stop; that's their job, not yours.
Why it matters
Never mark a refused or hostile job complete — that triggers a customer dispute and pulls your pay, and if you're an Intro-tier Pro on your first job, a no-work-done dispute deactivates your account automatically the moment it's filed, with no review step first. Reporting it through the "Customer told me to leave" skip flow is what protects you instead. Skipping today's visit in the app doesn't pause you, so log the skip today. When you log the skip with your location set up, whether you get a trip fee depends on your tier and this property's limit for the quarter.
If something goes wrong
Name, phone, and address match, but they still deny it? Show them the job calmly, then leave and report it — don't push.
Already started? Stop. Since you already did some of the work, report the rest of the yard as an obstruction: on the job, tap View Job Details, then the three dots next to the service, then Property obstruction or access issue. Check the areas you couldn't do and submit, then take after photos of what you finished. If you hadn't started, skip today's visit instead. Then contact Pro Support.
Wrong house or bad address? Don't service it — contact Pro Support. If you already worked at the wrong address, you'll still need to complete the correct one; there's no payout for the wrong property.
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