The question
What actually happens when you reschedule using the "Equipment" reason — both the immediate effect and what repeated use triggers. This corrects an outdated assumption that an equipment reschedule "may auto-remove scheduled jobs" — the real behavior is more specific.
How it works
You reschedule and select Equipment, Running Behind, or Medical Issue (the three reasons tied to your own availability or condition) — the system checks how many times you've used one recently and the job's reschedule history. Using one 2+ times within 7 days pauses your account for 3 days and redistributes your new (not-yet-serviced) customers — customers you're already servicing stay with you. Separately, if a job's prior reschedule used one of those reasons (or Personal Reason or Problem), rescheduling it again — any reason, Equipment included — redistributes that property, even an established customer. A first mowing visit rescheduled for one of those reasons can also send that property out right away. Two first-visit reschedules in 7 days puts your account in a 7-day status instead — not a pause. While a keep-with-pro experiment runs, about half of eligible Pros skip the redistributions above — the pause still applies either way.
What you control
If you can still finish by sundown, complete the job rather than reschedule. If you do need to, pick the true reason — picking something else to dodge a consequence isn't advised. Selecting Equipment opens "What type of equipment issue?" (Lawn Care Equipment Breakdown, Special Equipment Required, Vehicle Breakdown); the first and last also ask when you expect it fixed. There's no system-enforced cutoff tied to which reason you pick — sundown is a practical target, not a restriction.
What to tell the customer
You don't need to explain this to the customer directly — if a new customer's property gets reassigned, Support handles communicating the new Pro assignment to them.
Consequences
Redistribution happens automatically (unless you're in the keep-with-pro test group) and isn't reversible by you directly. If you're reassigned, complete the job as scheduled — not doing so can affect your account and the customer's experience.
If something goes wrong
Lost customers you didn't expect? Check whether you used one of those reasons twice in 7 days, or whether this job's prior reschedule already used one.
Equipment's fixed, want customers back? No self-serve way — contact Support with the property address.
Account paused and don't know why? If you used one of those reasons twice in 7 days, that's the automatic 3-day pause — it lifts on its own.
Your outcome
Understanding this rule lets you make an informed choice when you reschedule — you'll know what's at stake before you pick a reason.
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