Read Property & Access on the booking. Most lock-outs are solved by the key safe code or the neighbour's name in the notes.
Call and text the customer from the booking.
Report it in the app. Tap Need help? → Can't get inside. The app checks you've tried the customer, starts a 15-minute wait timer, and lets you add a photo of the door or gate. Our team is alerted while you wait.
Wait the full 15 minutes at the property. Customers are often just running late.
If you're still locked out, call 1300 009 363. We'll try the customer ourselves and decide whether to cancel.
Do not leave before you've submitted the report — it's your proof you attended.
What you're paid
If the customer doesn't turn up or can't give you access, we cancel the visit as a customer late cancellation. The customer is charged a cancellation fee and you receive a call-out payment (currently $40) in your next pay run.
If you find a way in later and complete the clean, you're paid for the job as normal.
