Common scheduling questions
A technician accidentally clocked into the wrong visit. What should they do?
If the technician can still use the mobile app, they can clock out of that visit. When they are ready to perform the correct visit, they can clock in again.
If they are stuck clocked into more than one visit, cannot clock out, or the office needs a field record corrected, contact Essential through the Talk to a human tab. Include the technician, visit, date, and which clock-in or clock-out should be corrected.
Why can't I edit a visit after work started?
Once a technician has clocked into a visit, Essential locks many scheduling edits. This protects the field record, time tracking, inspection reports, work acknowledgments, and summaries tied to the visit.
If the work still needs to change, create a follow-up visit, move the related task to the right folder, or contact Essential for a one-off correction.
Can I change the length of a visit after a technician clocked in?
Not from the schedule today. If the visit is already active, duration edits may be blocked. Contact Essential if the duration must be corrected for the schedule or task workflow.
For future visits, change the estimated duration before technicians clock in.
How do I block off time for a technician?
Use a no-property visit type such as Tech Unavailable. Choosing it hides the Property field, so the block sits on the technician's calendar with no property, customer, or job attached — you don't need a placeholder property.
Can I schedule a one-time internal appointment?
Yes. Choose a no-property visit type, such as Miscellaneous - Site Visit or Tech Unavailable, and the form hides the Property field — the visit schedules with no property, customer, or job.
If your business needs a new visit type, an admin can add one in Settings > Visit Types.
How do I handle a visit that spans more than one day?
If the exact staffing or start times differ by day, create separate visits for each day or technician block. This keeps conflicts, clock-ins, summaries, and technician calendars clear.
Why do I still see an arrival-window missed flag?
An arrival-window missed flag clears when the arrival window is updated or removed, or after the window has passed by enough time. If the flag persists after the visit was corrected, send the visit details through the Talk to a human tab.
Does On My Way notify the customer?
Tech en route notifications depend on the Features tab under Settings > Scheduling and on your automated outreach settings. If the On My Way option is unavailable or the customer did not receive a notification, confirm the feature is enabled and that the customer has the right contact role and email or phone.
See See technician status from the office: clocked in, en route, and ETA and Turn scheduling and GPS features on or off.
Can I recover a deleted scheduled visit?
Right after you delete a visit, an Undo button appears at the bottom of the screen for a few seconds - click it to bring the visit back. Once that window passes or you navigate away, the deletion is permanent. If you deleted a visit by mistake and missed the Undo, contact Essential through the Talk to a human tab with the approximate date, technician, property, and visit details.
Where to find it: Scheduling page, mobile visit detail, or Essential Assistant > Talk to a human
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