Why isn't my pool on the route?
The eight reasons a pool goes missing from a day, ordered by how often each one is the answer.
Updated September 11, 2026
The single most asked question, with the checklist that answers it in under a minute. Work top to bottom; the culprit is usually in the first three.
1. It has no map coordinates
A pool the map cannot place cannot be routed. The Pools page shows a banner when any pools are unlocated, with a Locate All button that looks them up in bulk. Common after CSV imports and typo'd addresses; fix the address on the customer record and run it again.
2. It is paused
Paused pools are invisible to routing by design. Look for the amber Paused chip on the pool; one tap resumes.
3. It has no schedule, or today does not match it
No schedule means never routed (prospects, for example, cannot have one). And "not due" is not "missing": a biweekly pool skips alternate weeks, and a monthly pool targets only the first occurrence of its day each month. Check the pool's schedule against the calendar before assuming a bug.
4. The day was already planned before your change
Routes are built ahead by the nightly planner. Add a pool or change a schedule after a day was built, and that day does not rebuild itself; instead the pool appears in the amber due pools callout above the route list. Drag it onto a tech from there, or re-optimize the day if you have not hand-tuned it.
5. That day is closed or a holiday
Closed days in business hours and dates on the holiday list are not planned; the visit shifts to an adjacent open day.
6. It already has a stop that day
One pool, one stop per day. If the visit already exists (maybe completed this morning, maybe skipped), it will not appear again.
7. The customer is not active
Cancelled and inactive customers' pools do not route. Inactive can also come from the optional overdue-invoice service hold; payment resumes it.
8. The visit was rescheduled
Someone skipped it to another day. The pool's activity feed and the day's history show who and when.
Still unexplained after all eight? Send it through the in-app Feedback tab with the pool's address; that reaches us directly.