--- title: How do I report a problem and track it until it is fixed? description: Report a problem in Clean Smarts on the web or mobile app, then track the service request until your cleaning company closes it. --- [Skip to content](https://support.cleansmarts.com/how-do-i-report-a-problem-and-track-it-until-it-is-fixed#main-content) [![](https://support.cleansmarts.com/hs-fs/hubfs/cleansmarts_logo_white_med.png?width=320&height=110&name=cleansmarts_logo_white_med.png)](https://www.cleansmarts.com/) Open main navigation Close main navigation - [Contact us](mailto:support@cleansmarts.com) [Contact us](mailto:support@cleansmarts.com) How can we help you? - There are no suggestions because the search field is empty. 1. [Clean Smarts Knowledge Base](https://support.cleansmarts.com/?hsLang=en-us) 2. [Customer Portal](https://support.cleansmarts.com/customer-portal?hsLang=en-us) 3. [Service Requests](https://support.cleansmarts.com/customer-portal?hsLang=en-us#service-requests) # How do I report a problem and track it until it is fixed? ## Report a problem at your building in Clean Smarts, then watch the service request until your cleaning company closes it. Use Quality \> Issues on the web, or Service request on the mobile app. Use Clean Smarts when something at your building needs attention — a missed area, a broken dispenser, a spill, or another problem you want your cleaning company to fix. You file a request, they work it, and you can check whether it is still **Open** or already **Closed**. **Applies to:** Building-client customer users whose role includes **Issue (Customer)** and who have access to the location. On the web, open **Quality \> Issues**. On the phone, the same feature is labeled **Service request** or **My service requests**. You see only customer-visible requests for locations you can access. Staff-internal issues stay hidden unless your cleaning company shares them. ### Before You Start - You need a Clean Smarts login and access to the building. If **Issues** or **Service request** is missing, ask your cleaning company to check your access. - A new request needs a **Description**. Location is required. Notes, photos, and a more specific area are optional unless your cleaning company asks for them. - Closing a request moves it to the closed list. It does not delete it. - Your cleaning company usually closes the request when the work is done. You can also close or reopen it yourself if you have the request on screen. ### Report a Problem on the Web 1. Sign in at [app.cleansmarts.com](https://app.cleansmarts.com). 2. In the left-hand menu, open **Quality**. 3. Select **Issues**. 4. Click **Report Issue**. 5. Choose the **Location**. Pick a more specific area in that list when the problem is in one part of the building. 6. Enter what happened, where it is, and what needs attention in **Description**. 7. Add extra detail in **Notes** if needed. 8. Turn on **Requires an IMMEDIATE response** only when the request needs attention right away. 9. Complete any extra fields your cleaning company added. 10. Click **Save Issue**. The new request appears under **Open Issues**. You do not need to assign a person to file it. To add photos or videos now or later, see the photos-and-notes article listed under **Links to verify**. ### Report a Problem on the Mobile App Start a request from any path you have: - From **HOME**, tap the blue **+** button, select **New Issue**, and choose the location. - From **HOME**, tap the **Open issues** card, choose the location, then tap **+**. - From **MORE**, tap **Service request**. The next screen is titled **My service requests**. Choose the location, then tap **+**. Then: 1. Enter what needs attention in **Description**. 2. Select a sublocation when the problem is in a specific area and **Select sublocation** appears. 3. Turn on **Urgent** only when the request needs immediate attention. 4. Add extra detail under **Your notes** if needed. 5. Complete any extra fields your cleaning company added. 6. Tap **Submit request**. The app shows **Created issue successfully**. The request starts in that location's **Open** list. If the connection drops, the app can save the request on your phone. After you reconnect, tap the unsynced-items banner on **HOME** and sync, then confirm the request appears under **Service request**. ### Track an Open or Closed Request Your cleaning company can add notes or attachments while they work the request. Check back on the same list to see whether it is still open. **On the web** 1. Open **Quality \> Issues**. 2. Use the location dropdown to choose a building, or select **All Locations**. 3. Leave the switch on **Open Issues** for work that still needs attention. 4. Select a row to review the description, notes, attachments, who reported it, and when it was created. 5. To see finished work, turn on **Closed Issues** and choose the date range. Use the search field when you need to find a request by description, location, notes, or request ID. **On the mobile app** 1. Open **MORE \> Service request**, or tap **Open issues** on **HOME**. 2. Choose the location. 3. Tap **Open** for requests that still need attention, or **Closed** for finished ones. 4. Tap a request to read the description, notes, attachments, and other details shown for it. 5. Tap the information icon at the top when you need the created and last-updated times. You may also get an email, text, or push notification when a request is created or updated, if your cleaning company turned those on for your user. ### Close or Reopen a Request Close a request after the problem is resolved. Reopen it if it was closed by mistake or the problem came back. **On the web** 1. Open **Quality \> Issues**. 2. To close: stay on **Open Issues**, select the request, click **Close Issue**, then click **Mark as Closed**. 3. To reopen: turn on **Closed Issues**, select the request, click **Reopen Issue**, then click **Re-open**. You can also use **Close Issue** or **Reopen Issue** from the row's action menu. **On the mobile app** 1. Open the request from the location's **Open** or **Closed** tab. 2. Move the **Open** / **Closed** switch. 3. Tap **Submit changes**. Closing keeps the history. It does not delete the request. ### What You Will and Will Not See - You see customer-visible requests at locations you can access, including requests you filed and requests your cleaning company shared with you. - You will not see staff-internal issues unless your cleaning company shares them. - The web list is labeled **Issues**. The phone uses **Service request** and **My service requests**. The **HOME** card still says **Open issues**, and the blue **+** menu still says **New Issue**. - You cannot delete a request. ### Troubleshooting - **I do not see Issues or Service request.** Ask your cleaning company to confirm that your role includes **Issue (Customer)** and that you have access to the location. After they change access, sign in again on the web, or reopen the app and use **MORE \> Sync**. - **The location is missing.** Your user may not include that building. Ask your cleaning company to add location access. - **The request is missing.** Check both **Open Issues** / **Open** and **Closed Issues** / **Closed**. On the web, widen the date range for closed requests. You only see customer-visible requests. - **Save Issue or Submit request is unavailable.** Enter text in **Description** and choose a location. - **I do not know if anyone is working on it.** Open the request and read **Notes** (web) or **Your notes** (phone). If you still need a conversation, message your cleaning company from **Message Center** or **MESSAGES**. - **I closed the wrong request.** Open **Closed Issues** or the location's **Closed** tab, then reopen it. - **The label is different from a coworker's.** Customer logins see **Service request** on the phone. Cleaning-company staff usually see **Issues**. ### Related Articles - [How do I report an issue in the mobile app?](https://support.cleansmarts.com/how-do-i-report-an-issue-in-the-mobile-app?hsLang=en-us) ### Links to verify These customer-portal drafts are not published yet. Add them as related links after HubSpot publish: - How do I add photos or notes to a service request? - How do I find my way around Clean Smarts? - How do I message my cleaning company? - How do I turn on notifications from my cleaning company? - What can I do in Clean Smarts as a customer? - [Getting started](https://support.cleansmarts.com/getting-started?hsLang=en-us) - [Mobile App](https://support.cleansmarts.com/mobile-app?hsLang=en-us#main-content) - [Getting Started](https://support.cleansmarts.com/mobile-app?hsLang=en-us#getting-started) - [Timekeeping](https://support.cleansmarts.com/mobile-app?hsLang=en-us#timekeeping) - [Geofences](https://support.cleansmarts.com/mobile-app?hsLang=en-us#geofences) - [Shifts, Jobs & Work Orders](https://support.cleansmarts.com/mobile-app?hsLang=en-us#shifts-jobs-work-orders) - [Checklists, Tasks, and Scan Points](https://support.cleansmarts.com/mobile-app?hsLang=en-us#checklists-tasks-and-scan-points) - [Issues and Service Requests](https://support.cleansmarts.com/mobile-app?hsLang=en-us#issues-and-service-requests) - [Inspections](https://support.cleansmarts.com/mobile-app?hsLang=en-us#inspections) - [Supplies](https://support.cleansmarts.com/mobile-app?hsLang=en-us#supplies) - [Messaging and Notifications](https://support.cleansmarts.com/mobile-app?hsLang=en-us#messaging-and-notifications) - [Manager Features](https://support.cleansmarts.com/mobile-app?hsLang=en-us#manager-features) - [Offline, Sync & Troubleshooting](https://support.cleansmarts.com/mobile-app?hsLang=en-us#offline-sync-troubleshooting) - [Profile and Help](https://support.cleansmarts.com/mobile-app?hsLang=en-us#profile-and-help) - [Training](https://support.cleansmarts.com/mobile-app?hsLang=en-us#training) - [Web Portal](https://support.cleansmarts.com/web-portal?hsLang=en-us#main-content) - [Checklists, Tasks, and Scan Points](https://support.cleansmarts.com/web-portal?hsLang=en-us#checklists-tasks-and-scan-points) - [Users](https://support.cleansmarts.com/web-portal?hsLang=en-us#users) - [Custom Fields](https://support.cleansmarts.com/web-portal?hsLang=en-us#custom-fields) - [Geofences](https://support.cleansmarts.com/web-portal?hsLang=en-us#geofences) - [Inspections](https://support.cleansmarts.com/web-portal?hsLang=en-us#inspections) - [Issues and Service Requests](https://support.cleansmarts.com/web-portal?hsLang=en-us#issues-and-service-requests) - [Locations and Sub-locations](https://support.cleansmarts.com/web-portal?hsLang=en-us#locations-and-sub-locations) - [Messaging](https://support.cleansmarts.com/web-portal?hsLang=en-us#messaging) - [Pay Rates and Job Costing](https://support.cleansmarts.com/web-portal?hsLang=en-us#pay-rates-and-job-costing) - [Shifts and Scheduling](https://support.cleansmarts.com/web-portal?hsLang=en-us#shifts-and-scheduling) - [Supplies](https://support.cleansmarts.com/web-portal?hsLang=en-us#supplies) - [Time and Attendance](https://support.cleansmarts.com/web-portal?hsLang=en-us#time-and-attendance) - [Translation](https://support.cleansmarts.com/web-portal?hsLang=en-us#translation) - [Work Orders](https://support.cleansmarts.com/web-portal?hsLang=en-us#work-orders) - [Assets and Equipment](https://support.cleansmarts.com/web-portal?hsLang=en-us#assets-and-equipment) - [Billing and Subscriptions](https://support.cleansmarts.com/web-portal?hsLang=en-us#billing-and-subscriptions) - [Integrations](https://support.cleansmarts.com/web-portal?hsLang=en-us#integrations) - [Payroll](https://support.cleansmarts.com/web-portal?hsLang=en-us#payroll) - [Customer Portal](https://support.cleansmarts.com/customer-portal?hsLang=en-us#main-content) - [Getting Started](https://support.cleansmarts.com/customer-portal?hsLang=en-us#getting-started) - [Completed Work](https://support.cleansmarts.com/customer-portal?hsLang=en-us#completed-work) - [Quality](https://support.cleansmarts.com/customer-portal?hsLang=en-us#quality) - [Service Requests](https://support.cleansmarts.com/customer-portal?hsLang=en-us#service-requests) - [Messages](https://support.cleansmarts.com/customer-portal?hsLang=en-us#messages) - [Supplies](https://support.cleansmarts.com/customer-portal?hsLang=en-us#supplies) - [Notifications](https://support.cleansmarts.com/customer-portal?hsLang=en-us#notifications) [![](https://support.cleansmarts.com/hs-fs/hubfs/cleansmarts_logo_white_med.png?width=320&height=110&name=cleansmarts_logo_white_med.png)](https://www.cleansmarts.com/) Copyright © 2026, Clean Smarts