# Resident No-Shows & Access Issues

What do I do if the tenant isn't home during my scheduled appointment?

Written by Josh  
December 12, 2025

**Lula pays a $50 trip fee when a resident no-shows an appointment** — **as long as the required steps below are followed.**

Failure to follow these steps will result in **no trip fee payment** and may trigger a **$50 no-show fee.**

## **Step 1: Before Leaving the Property**

Confirm that you have:

- Verified the address
- Attempted entry using **all provided access details** (lockbox, key, gate code, etc.)
- Called the resident listed on the work order

## **Step 2: Call Lula Immediately**

If access still cannot be obtained, **call Lula while you are on site** so we can attempt to assist.

## Step 3: **Update the Job in the App**

You must update your job in the app with clear photos showing attempted access (exterior, locked doors, gates, etc.) and add job notes confirming the resident no-show and your contact attempts.

- **Hourly / Standard Jobs (Not Approved Quotes)**
  - Close the job with photos & notes
  - If all steps are followed, you will be paid a $50.00 trip fee.

- **Approved Quote (AQJ) Jobs**
  - Pause the job using **_Resident Not Home_** and upload a photo of the exterior of the residence
  - List the date you are available to return
  - Lula will coordinate rescheduling

**Failure to update the job in the app will result in no trip fee and an automatic $50 no-show fee.**