A customer isn't showing up on any route

Work down this list. It’s ordered by how often each one turns out to be the answer.

1. Are they switched on?

Open Customers and check the Ready tab. A customer who has everything PoolHelm needs sits in Ready until somebody switches them on — completing their details doesn’t put them on a route. Use Activate Ready to turn on everyone who’s waiting.

If they’re in Inactive instead, open them and choose “Why is this customer inactive?” — you’ll get three checks and a cross against whichever one is failing. Usually it’s an address that didn’t verify.

2. Does their property have a service level?

No service level means no task list, which means a visit with nothing in it. Open the property and set one.

3. Have they already been serviced this week?

A service week runs Monday to Sunday. If they were done on Monday, PoolHelm won’t add them again on Thursday.

4. Is there a carried-over stop waiting for them?

An open carryover counts as this week’s visit. Look for a stop labelled “Carried over” on the tech’s route before assuming the customer was dropped.

5. Is the day they’re pinned to one of your service days?

Check Settings → Organization → Days You Service. PoolHelm only builds routes on the days you’ve switched on.

6. Have they ever been assigned?

Open the Planner. Customers who’ve never been placed sit in the Unassigned bucket at the top with a count on it. If your whole book is in there, you haven’t run Build Best Routes yet.

See also: “Why is a customer ‘inactive’?” and “My routes didn’t generate this morning.”