Canonical: https://app.steadystatecrew.com/help/report-a-problem-or-add-on

# Report a problem or request an add-on

On a stop, tap Problem when you cannot get in, the customer is not home or it is not safe. Tap Request add-on when the customer asks for something extra, and say how they agreed.

On a stop, tap **Problem** when you cannot get in, the customer is not home or it is not safe. Tap **Request add-on** when the customer asks for something extra, and say how they agreed.

## Before you start

Open the stop from **Today**. Both buttons are on the stop and stay available until the stop is **Done**.

## Steps

**Report a problem**

1. Tap **Problem**. The sheet is titled "Report a problem".
2. Choose **Can't get in**, **Customer not home** or **Unsafe**.
3. Add a note if it helps (**Note (optional)**), then tap **Send**.

**Request an add-on**

1. Tap **Request add-on**.
2. Under "Which add-on?", choose one. Its price shows beside it.
3. Under "How did the customer agree?", write it, for example "asked at the door, they said yes". This is required.
4. Add a photo if you want (**Add a photo (optional)**), then tap **Send request**.

## What happens next

- The office sees both on its board. After a problem, the stop shows "Problem reported" with the kind you chose.
- For **Can't get in** and **Customer not home**, the stop shows "No-show fee request at" a time, unless the customer arrives. **Unsafe** does not start that timer.
- Your add-on request shows under **Requests** as "Waiting for the office", then **Approved** or **Declined**.

## If something goes wrong

- **"No add-ons to offer."** The company has none set up. Ask the office.
- **You reported a problem by mistake.** Tap **Arrived** when you are at the door; the problem clears.
- **No signal.** The tap is saved on this phone and sends when you are back online.

## Related

[Use the crew app on your phone](https://app.steadystatecrew.com/help/using-the-crew-app)