---
key: on-my-way-message
title: Know when the technician is on the way
audience: customer
section: portal/messages
routes: ["/portal"]
since: 0.0.1
updated: 0.0.1
status: published
summary: What the "on our way" text or email means, when a technician sends it, and what to do before they arrive.
keywords: [on my way, on the way, technician coming, arriving soon, heads up text, en route]
related: [appointment-reminder-messages, appointment-booked-message, stop-emails-and-texts-from-a-company]
---

On the day of your visit, the technician or the office can send you a quick heads-up when they leave for your place. It comes by text or email. The text starts with the company's name and says "we're on our way" for your work, sometimes with how long they expect to take, for example "in about 15 minutes". An email version has the subject “We’re on our way” followed by the work’s name.

## Steps

1. Get ready to let the technician in: unlock the gate, put pets away, and clear access to the work area.
2. If something has changed and the visit should not go ahead, reply or call the company right away.

## What you see

- The message is sent by a person, not on a schedule, so it only comes when the technician chooses to send it.
- Depending on the wording the company chose, it names the technician who is coming or is signed with the company's name.
- The first time a company texts your number, a short text comes first saying you can reply STOP to opt out.

## If something looks different

- If you ignore it, nothing changes: the technician arrives as planned.
- You got two in a row: the technician resent it, for example with a new arrival time. Go by the latest one.
- No heads-up came: not every company sends one. Use the arrival window from your confirmation or reminder. See [[appointment-reminder-messages]].
- To stop these texts, see [[stop-emails-and-texts-from-a-company]].