When this applies
You learn something new about a property: a gate code, a pet, a hazard, or an access change. You can't edit a property's shared details yourself. Tell the customer and ask them to update their property details, or contact Pro Support if the customer can't or won't. Once the record is updated, any Pro assigned to that property afterward sees the current information automatically.
What to do
- Tell the customer and ask them to update it themselves in the app (Profile > Property Information > Update Details > Next > Save & Finish).
- If the customer can't or won't, contact Pro Support in the app, not by phone or email. Have the property address and the new code ready. Open the menu (three lines, top left) and tap Support, then Send Message. Under What is the issue you're experiencing?, pick the closest issue. Under Please provide more information, add the property address and what changed, then tap Submit. They can update the property details once the customer confirms the change through the in-app message inbox.
- A note you type on a job stays with that job, so the next Pro won't see it. Only property details carry forward to every Pro on the property. To change them, ask your customer to update their property details in their app, or contact Pro Support in the app.
- If you can't finish a job because of a property obstruction or access issue, file the report: on the job, tap View Job Details, then the three dots next to the service. Under Property issue, tap Property obstruction or access issue, then Next. Fill in the report and add your detail under Anything else we should know?
What happens in the app
- Property details (the customer's app). The customer updates them under Profile > Property Information > Update Details > Next > Save & Finish.
- Pro Support. Contact them if the customer can't or won't make the update. They can update property details directly once the customer confirms the changes in the app.
- Property obstruction or access issue report. On the job, tap View Job Details, then the three dots next to the service, then Property issue and Property obstruction or access issue. Add your detail under Anything else we should know? That note is tied to that report and stays with that job. It doesn't update the customer's property details.
- Notes you type on a job. A note stays with that job, so the next Pro won't see it. Only property details carry forward.
Key facts
- You can't directly edit a property's shared details (gate code, pets, hazards, access instructions). Only the customer or a Pro Support agent can.
- Once the customer or Pro Support updates the property record, any Pro assigned to that property afterward sees the current information automatically. You don't need to do anything further.
- A note you type on a job stays with that job, so the next Pro won't see it. Only property details carry forward to every Pro on the property.
- The Anything else we should know? field on a property obstruction or access issue report is tied to that specific report. Your customer gets the note word for word in the email we send them about the visit, and Pro Support can see it on the job. It stays with that job, so the next Pro won't see it. It doesn't update the customer's property details.
How you'll know it's done
Getting property details updated through the customer or Pro Support means the next Pro assigned to that property, including you if you're reassigned, has accurate, current information without you needing to track or relay it each time.
Running into an issue?
- Not sure a hazard, pet, or gate code was recorded? Confirm with the customer that they updated their property details, or contact Pro Support to confirm or make the update on your behalf.
- The customer won't update and you think it's a safety issue? Report it to Pro Support. They can update the property information directly or assist the customer. If the condition keeps you from safely completing the work, follow the property obstruction workflow instead.
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