21. Common situations

A cleaner cannot see a job in My Jobs. Check in the Calendar that they are assigned to it, and that it is not cancelled. Today shows only today's cleans; later cleans are under Upcoming (next 90 days).

A job has no cleaner. It shows as Unassigned in the Calendar and on the Dashboard. Open it and use Assign cleaner. Use Assignment, Unassigned only in the Calendar to find them all.

I need to move a clean. Open it in the Calendar and use Reschedule. The clean keeps its length unless you change the end. The assigned cleaner is emailed about the new time (if that email is switched on).

A customer asked to move a clean through the portal. Open Customer Requests, Approve it, use View clean to Reschedule the clean to the agreed time, then select Mark applied and email customer. The customer is emailed the confirmed booking.

I changed a plan's cleaner, but existing cleans still show the old cleaner. That is expected: cleans already generated keep their cleaner. Open each one and use Assign cleaner (and Remove the old cleaner). Cleans generated from now on get the new cleaner.

Regular cleans are missing from the Calendar. A plan creates cleans only when you use Generate jobs. Generate the plan through a later date.

A customer's portal shows a past clean as Awaiting update. That clean was never completed or closed. Open it in the Calendar and complete, skip or cancel it, whichever is true.

An hourly invoice has the wrong length. The invoice uses the clean's booked length, not the cleaner's clock time. Before invoicing, correct the clean with Edit. If the draft already exists, edit its line; if it is issued and has no payments, void it and create it again.

A cleaner cannot complete because checklist items remain. They can finish the items, or tap Complete anyway. The clean is then recorded as completed with required items incomplete, which you can see on the clean.

A customer has not paid. The invoice stays in Outstanding. Check it under Invoices. When they pay, open the invoice and Record payment.

An invoice is overdue. It is shown as Overdue and listed in Needs attention. If overdue reminders are switched on, the customer is reminded 1, 7 and 14 days after the due date. Contact them as you normally would.

A customer request needs action. Open Customer Requests (or Review on the Dashboard), decide, make any approved change yourself, then Mark applied.

A cleaner reported no access. You are alerted, and the Dashboard lists it until you make a charge decision. Open the clean and, under Billing, use Charge decision to Charge or Waive. If the visit needs redoing, book or reschedule a clean.

A cleaner reported an issue. Open the clean, read the report under Reported issues, add notes if useful, and select Resolve.

A page says it couldn't load. Check your connection and select Try again (or refresh the page). MooTidy shows an error rather than an empty list or £0.00, so do not treat a failed page as "nothing there".

I saved a change but it doesn't show. Refresh the page. If the change is still missing, the save did not go through: make the change again.

I recorded a payment on the wrong date or for the wrong amount. Recorded payments cannot currently be edited or removed. Check the amount and payment date before saving. If you record a payment incorrectly, do not enter another payment to compensate for it. Contact your MooTidy support contact for help before making further changes.