HelloTech is committed to ensuring that every technician and customer is protected from harassment and harm while using our platform. As such, we have updated our security standards to more closely reflect that of other major marketplaces, including Uber, Thumbtack, and Doordash. This includes obscuring the personal contact information of both the technician and customer, which amongst other things protects technicians from fielding complaints from customers after the order has been completed and provides customers privacy from solicitation or harassment.
Though this change should not affect your day-to-day operations, in order to ensure that you don’t encounter any unexpected challenges, please heed the following:
- Only make outbound calls to the customer via the tech app. Do not write down the customer’s phone number and contact them outside of this system (this is against the terms of service).
- Ensure that your phone number in our records matches the number associated with the mobile phone you use in the field. (An error will occur if attempting to call from a number not in our system.)
- If you need to make a change to your phone number, note that any upcoming orders will be updated accordingly but this will not affect your ability to contact the customer or modify the order.
If you have confirmed these three steps and are still experiencing issues, please contact community@hellotech.com and include the order number and a brief description of the issue. Thank you for being a valued HelloTech technician!