Canonical: https://app.steadystatecrew.com/help/crew-problems-and-add-on-requests

# Handle crew problems and add-on requests

Crew problems and add-on requests show under From the crews on Today. Open the job to approve or decline an add-on, deal with the no-show fee, or adjust the crew's time.

Crew problems and add-on requests show under **From the crews** on **Today**. Open the job to approve or decline an add-on, deal with a no-show fee, or adjust the crew's time.

## Before you start

You are signed in as the owner or a dispatcher. The crew sends these from the crew app (see [Use the crew app](https://app.steadystatecrew.com/help/using-the-crew-app)).

## Steps

1. On **Today**, find **From the crews**. A red row reads "Problem:" followed by **Customer not home**, **Can't get in** or **Unsafe**, with the job, crew and any crew note. An amber row reads "Add-on requested:" with the add-on. Select the row to open the job.
2. Call the customer if you need to. For a problem, the stop's chip on **Crews today** reads **Problem** until the crew taps **Arrived**; there is no button on the office side to clear it.
3. For **Customer not home** or **Can't get in**, a timer runs. When the arrival window ends plus the shop's **No-show grace minutes** (owner setting, under **Crew app** in **Settings**), the job becomes **No show** by itself. **Unsafe** never starts the timer. To decide sooner, select **No-show** on the job, then **Mark no-show**.
4. A no-show queues a fee; nothing is charged. Find it under **Fees** on the job, or under **Fees to review** on **Today**. Select **Confirm and charge**, or **Waive** and write a **Reason**. A failed charge shows **Retry charge**.
5. For an add-on request, open **Add-on requests** on the job. The card says **Waiting for approval** and shows the crew note. Get the customer's agreement first, then select **Approve**.
6. In the box, fill in **What the customer agreed to** and **How they agreed** (in person, by phone, by email or another way). Change **Price ($)** if needed. Select **Approve add-on**. Select **Decline** instead to refuse it.
7. To fix hours, open **Time** on the job. Select **Adjust** next to the cleaner, edit **Clocked in** and **Clocked out (leave blank if still working)**, write **Why the change**, and select **Save time**.

## What happens next

An add-on row leaves **From the crews** once you approve or decline it, and a problem row once the crew taps **Arrived**. An approved add-on raises the job's price by the amount shown. An adjusted entry is marked **Adjusted** with your note.

## If something goes wrong

- **"Write what the customer agreed to before approving."** Fill in both consent fields.
- **"This job is already paid or charging, so its price can no longer change."** The add-on cannot be approved after payment.
- **"Clock-out must be after clock-in and within 16 hours."** Correct the times.
- **"This fee has already been decided."** Someone else handled it; refresh.

## Related

[Read the Today page](https://app.steadystatecrew.com/help/today-board) · [Use the crew app](https://app.steadystatecrew.com/help/using-the-crew-app) · [Pay your cleaners from the Payouts report](https://app.steadystatecrew.com/help/payouts-report)