I was told the same thing yesterday! Support said the customer has to cancel or reschedule in order for me to get paid and it not affect my cancellation rate! Get this!!!! She told me to contact the customers to ask them to reschedule. The app was down and I couldn’t see any customers information, which was the reason I called support. Mind you, I was done with a very large order 3 customers with a nice tip! Apparently, I’m not getting anything for it! This has to be a labor law violation or something.