A cleaner expects a visit on their phone, but the schedule is empty. The useful first step is to identify the exact visit with the office. Adding another job immediately can leave two records for the same work. Start by checking whether both people are looking at the same date, site and assignment.
Identify the visit together
Ask the employee for the expected site, date and start time. Have them check the name of the signed-in account as well. Record the job number if it is known. This gives the planner something specific to find, rather than treating every empty screen as the same problem.
In Office, open the relevant date and read the dates displayed above the schedule. The organisation can use Monday or Sunday as the start of its week. On the phone, check the selected week and day too. A different-looking week boundary does not mean the actual visit should be moved.
Check what the office view is hiding
Review the employee and location filters in Office. A selection left over from an earlier search may exclude the visit you need. Also check whether the view is limited to services needing attention. Show all services for this investigation, then narrow the selection deliberately.
Switch between the employee and location views. They arrange the same services differently. Find the visit under the site and open its details. An empty cell for one employee is not evidence that nobody has been assigned to the site.
Switch to the weekly schedule by site to compare visits and assigned employees.
JobLog24 with example data.Find the saved job behind the plan
Compare the date, person, times and work description with the agreement. Establish whether you are looking at a saved job or a preview from a recurring template. A preview is not always an issued job sheet. Similarly, a subscription on a project does not create a complete cleaning schedule by itself.
Use the job number to identify the visit where available. Zero can be a valid job number, so it is not automatically evidence of an unsaved record. If the expected visit cannot be found, review the project and recurring template, including any one-off move or skipped occurrence.
If the visit belongs to the wrong employee, the planner should check and amend that specific occurrence. Do not change the whole recurring template simply to solve today’s assignment. Wait for the save confirmation and inspect the result before asking the employee to check again.
Recheck the phone with a connection
Ask the employee to open the app online and return to the schedule. It normally refreshes regularly and when the user returns, but connection problems or an error can delay new information. A previously loaded offline schedule does not automatically include a later office change.
Confirm that the right job is visible and can be opened. Starting a job from the schedule is only available on its planned date. A visit scheduled for tomorrow that cannot be started today is a different issue from a missing visit. Keep those observations separate when explaining the problem.
If the mismatch remains, record the site, date, employee, known job number and visible error. Describe what Office shows and what the phone shows. Do not sign out or clear app or browser data while local time records or other changes may still be awaiting confirmation.
Example: the assignment was never transferred
Fictional example: Noor expects to clean an office on Tuesday. The planner finds the correct site and time under Milan instead. The visit exists, but the intended handover has not been recorded on that job. The planner checks the agreement and the affected schedules before changing the assignment.
After saving, the office checks both employees’ schedules. Noor reconnects, opens the visit and reads the site details and instructions. The check is complete when both sides can identify the same job. Creating a second visit would not have resolved the incorrect original assignment.
Give unresolved cases an owner
If the discrepancy cannot be resolved, agree who will investigate and when the employee will hear back. Keep the findings with the relevant work context. Only when the office has established that the required visit does not exist should the planner create it and repeat the shared check.
The scheduling solution explains the employee and site views. The employee app and product tour linked below show the handover from office planning to the person doing the work. Use them to review the complete process with your team.
Common questions
Should we create a new job whenever a schedule looks empty?
No. Check the date, filters and assignment first, then look for the visit under its site or project. Create a new job only after the office confirms the intended visit is missing.
Why can the office see a visit that the cleaner cannot?
Check the assigned employee, the selected date and whether the phone has retrieved current information online. Those checks help establish the cause; visibility alone does not identify it.
Does job number zero mean the job is invalid?
No. Zero can be a valid number. Check the saved visit itself and distinguish it from a preview generated from a recurring template.
Handboek 1.4 / roadmap 1.1 / review 2026-11-03