Tracking Your Service Visit and Technician Arrival

Availability: all plans

The Track Your Service Visit page shows the details of a scheduled visit and, once your technician is travelling to you, a live estimate of how far away they are. This guide explains what the page shows and how it updates.

Before you start

Sign in to your customer account. The page is for a visit your provider has scheduled for you. No set-up is needed on your side.

Steps

Open the tracking page for your visit. At the top, a badge shows the visit status and the work order number. The statuses are Scheduled, Dispatched, On the way, Technician arrived, Work in progress, Completed and Cancelled.
Read the visit title and description, then the Technician and Service Location if they are known.
Check Scheduled Window for the date and the start and end times.
Before your technician sets off, the arrival panel shows Scheduled with a note that they have not started travelling yet and that you will be notified.
When they are on the way, the panel changes to Your Technician is On the Way! with the number of minutes away, a short message, the Estimated arrival time and the Distance remaining in kilometers.
Leave the page open. It shows "Updating automatically every minute" and refreshes the estimate itself.
Under Need Help?, call the number shown if you need to reschedule or have a question.

Tips

The page says you will get an SMS notification when your technician is on the way, and a notification when the work is complete.
The phone number appears only when your provider has a valid US number on file. If it is missing, contact your provider through Messages.
When your technician is two minutes away or less, the arrival panel is highlighted.
Times show in your saved time zone.

If something goes wrong

If you see "Service visit not found", the visit may have been removed or the link is wrong. Check with your provider.
If you see "Unable to load service visit details" or "An error occurred while loading your service visit", try again shortly.
If the panel says "We're updating your arrival time. Please check back in a few moments.", the estimate is being recalculated. It will return on its own.
If no arrival panel appears at all, the estimate could not be loaded. The rest of the page still works, so call your provider if you need to know when they will arrive.

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