A missing key, an incorrect entry code, or an unexpected delay can quickly disrupt a cleaning appointment. If your service provider can’t get into your home, the best first step is to contact them directly through the Helpling Chat and try to arrange access.
If access cannot be arranged and the appointment has to be cancelled, a cancellation fee may apply.
💬 Contact your service provider immediately
The fastest option is to contact your service provider directly through the Helpling Chat. Explain what has happened and let them know how access can be arranged.
For urgent access problems, we recommend contacting the service provider directly rather than waiting for Support to reach them on your behalf.
🔑 Try to resolve the access problem
Depending on the situation, you may be able to:
Provide updated entry instructions
Arrange for someone else to open the door
Explain where the key has been left
Let the service provider know when you will arrive
If access cannot be arranged, the service provider may be unable to complete the appointment.
💳 Will I be charged?
If your service provider cannot access your home and the appointment cannot go ahead, they may need to cancel the appointment.
Depending on the circumstances, a customer no-show fee or short-term cancellation fee may then apply.
This may happen, for example, if no one is available to provide access, the key does not work, or the entry instructions are incorrect.
💡 Good to know
Check your address, entry instructions, and key arrangements before each appointment.
If you realise that you will be late or cannot provide access, contact your service provider through the Helpling Chat as early as possible. Early communication may help avoid the appointment being cancelled.
💬 Need help?
If you cannot reach your service provider or need further assistance after the appointment, please contact our Support team.