Applies to

  • Support

Magic link did not work

  • Use the newest email link. Older links may be expired or already used.
  • Open the link on the same device and browser where you requested it when possible.
  • Check spam or promotions folders.
  • Ask an owner to resend an invite if this was a team invite.

Route is empty

  • Check the selected date.
  • Confirm the customer has an active property.
  • Confirm the service is active.
  • Confirm the recurring schedule starts in the generated route window.
  • For crew users, confirm the job is assigned to that crew member.
  • For owners on Crew-tier accounts, check whether a crew filter is hiding jobs.

A job is missing from the map

Jobs without property coordinates can appear in the list but not on the map. Review the property address and geocoding state from the customer record.

Customer cannot pay online

  • Confirm the account is on Solo, Crew, or Crew+.
  • Confirm payment setup is complete and charges are enabled.
  • Confirm the invoice is not already paid or voided.
  • Confirm the remaining balance is high enough for online payment.
  • If the page says payment is unavailable, collect another payment method or fix payment setup before resending.

Estimate or invoice email will not send

  • Confirm the customer has an email address.
  • Check for bounced email or unsubscribe warnings.
  • Update the customer email or use another contact method before trying again.

SMS will not send

  • Confirm the account is Crew or Crew+.
  • Confirm the subscription is active enough for paid features.
  • Confirm the customer has a phone number.
  • Check whether the customer opted out by texting STOP or another opt-out keyword.
  • Check billing SMS usage if the account is near or over the included segment cap.

Offline changes are not syncing

  • Reconnect the device to a stable network.
  • Leave the app open until the offline banner clears.
  • Do not clear browser data while work is queued.
  • If an item needs attention, retry it before recreating the job update or photo.

Crew cannot open a job

Crew access is assignment-based. Ask an owner to confirm the job is assigned to the correct active crew user and that the user belongs to the same account.

When to contact support

Email support with the account email, customer name, job or invoice number if known, device/browser, and the exact action that failed. Do not send customer payment card numbers or magic links.