Common questions

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Getting started

How do I add my first customer? Go to Customers in the sidebar. With no customers yet, you’ll see an Add customer button in the middle of the page — tap it, fill in their information, optionally add their property, then create a service for them. After your first customer is added, use the Quick Actions + button in the bottom-right to add more. What’s the difference between per-service and subscription billing? Per-service billing creates charges when work is completed. Subscription billing creates charges on a schedule (weekly, monthly, quarterly, semi-annual, or annual) regardless of when work is done. How do I set up my crews? Go to Team Roster → Crews, click the crew name, then click Edit to update the name, color, start address, and start time. A default crew is created automatically when you sign up. Can I try ProBase with sample data before adding my own? Yes — when it’s switched on for your account, tap Tour a demo in the Help group at the bottom of the navigation menu. A brand-new account also sees an Explore a demo account row on HomeBase until the first customer or visit is added. A Tour demo card also appears on your Customers, Schedule, and Money screens while they’re still empty. Any of them opens a fully-loaded sample business seeded for your trade. Nothing you do there touches your real account, and the demo is wiped and rebuilt every night. See Exploring a demo account.

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Scheduling

How do I schedule recurring services? When you create a service for a customer, set the service frequency (weekly, bi-weekly, monthly, every 2 months, quarterly, every 6 months, or Custom for any number of days between visits). When you complete an appointment, you can automatically schedule the next one based on this interval. My schedule isn’t weekly or monthly — can I set my own cadence? Yes. Pick Custom in any Service Frequency picker and type the number of days between visits, from 1 to 365. ProBase then pre-schedules visits on that cadence and shows it back as Every 10 days wherever the frequency appears. Custom works in the New Job wizard, the Change Schedule modal, quotes, and your service catalog templates. See Custom frequencies. How do I reschedule an appointment? Open the visit from the calendar, your schedule, or the job page. Tap the outlined ⋯ More button beside the main action, choose Reschedule, set the new date, time, and crew, add a reason if you want one, then tap Reschedule. A new scheduled visit is created and the original is marked Rescheduled. See Rescheduling appointments. If you only need to move the visit within the same day, tap the date-and-time row on the visit’s header card and choose Change time instead — it changes the start time and duration without creating a new visit. How do I optimize routes? Open the Schedule page and switch to the Day view (use the Today button to jump to today’s date). Click Reorder stops to open the reorder panel, then tap Optimize drive to let ProBase calculate the most efficient stop order automatically. You can also enable background auto-optimization in Settings > Scheduling so routes are optimized automatically whenever appointments are created. See Route optimization for details.

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Billing

When are billing line items created? For per-service billing: automatically when appointments are completed. For subscription billing: automatically on each upcoming billing date — ProBase uses the day you created the service as the recurring billing day, and you can see the next charge dates by opening the job and tapping the → beside Service details, which lists the last and next three charge dates above the price fields. How do I send an invoice to a customer? Open the invoice — from Money → All invoices, from the customer’s billing history, or from the Charged row on a completed visit — and tap Send invoice. The Send invoice screen opens: pick how to send it under Send as (Text, Email when it’s available, or Print / PDF), check who it’s going to, and tap the send button at the bottom. Every invoice carries the customer’s own link to view and pay it. See Sending invoices and reminders. How do I record a payment? Tap Record payment on the Money page, on an invoice, or in the ⋯ More menu of a completed visit. ProBase walks you through three short steps — Who paid you?, What is it for?, and How much, and how? — skipping any step it already knows (open it from an invoice and it goes straight to the amount). Pick the method (Cash, Check, Credit Card, Venmo, Zelle, Cash App, PayPal, Bank Transfer, or Other) and tap Record payment. Recording a payment never sends an invoice for you. See Recording payments. Can I print an invoice or save it as a PDF? Yes. On an invoice you’ve already sent, tap ⋯ More → Print. On a draft, tap Send invoice, choose Print / PDF under Send as, and tap Generate PDF — that numbers the invoice and opens the print dialog. Either way your device’s print dialog opens, where you can print it or choose Save as PDF. The printout carries your business letterhead, a Bill to block, the line items and totals, and a QR code the customer can scan to pay online. Customers get a Print or save a copy button on their own invoice page. See Printing invoices. Can I adjust a charge manually? Yes — on the invoice itself. Open the customer’s draft invoice (or a sent invoice that hasn’t been paid yet) and use the Add charge row to bill something extra or the Add credit row to give a discount or adjustment. You can also tap a charge and choose Edit this charge. See Invoices.

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Marketplace work

Can I see my LawnStarter, Lawn Love, or Home Gnome work in ProBase? Yes. Open Integrations in the sidebar under Business and connect the account. Your marketplace customers, properties, services, jobs, and earnings then flow into ProBase on their own — see Connecting a marketplace account. How do I claim new marketplace jobs? Claiming always happens in the marketplace app. When work is waiting near you, an Available to claim card appears on HomeBase — tap View jobs in LawnStarter to open the list in the app. Anything you claim lands on your ProBase schedule at the next sync. See Available to claim. Why can’t I complete or reschedule a marketplace job in ProBase? The marketplace owns that work, so those actions happen in its app. A marketplace job has one button for it — Open in App, which becomes Complete in App once the marketplace shows the job as started — and it takes you straight to that job’s screen, where completing, rescheduling, cancelling, and messaging all live. The result syncs back to ProBase. On your side you can still assign a crew, adjust the start time to fit the visit into your day, and time the visit with Start visit, Pause and Resume. See Marketplace jobs. Why did a marketplace job disappear from my schedule? Because the marketplace no longer has it assigned to you — it was taken back, handed to a different pro, or returned to the pool for someone else to claim. ProBase removes those visits on the next sync rather than leaving work on your schedule that isn’t yours. A visit that was cancelled stays on your schedule marked Cancelled instead. See If a job goes back to the marketplace. How often does marketplace work update? ProBase checks every few minutes whether your marketplace book has gained or lost a customer — so a job you just claimed, and the customer who comes with it, land within minutes — re-reads each connected account’s customers and jobs about every 15 minutes, and runs a full refresh overnight. Earnings and payout deposits come across with the nightly run, with a Full re-sync, or when you tap Refresh on the marketplace record’s Billing History. See How marketplace syncing works. Where do I see what the marketplace has paid me? On the customer record named after the marketplace — for example a customer called LawnStarter. Its Billing History lists what each completed visit earned you and every deposit the marketplace has sent. To see only the deposits, tap the Payments tab. See Marketplace earnings & payouts. What is the amount shown on a marketplace service? It’s your payout — what the marketplace pays you for one visit of that service, so you can see what a stop on your route is worth. It isn’t the customer’s bill; what the marketplace charges the homeowner never comes into ProBase, and finishing a marketplace visit doesn’t create a charge or invoice on your side. See the service page. What does the balance on the marketplace record mean? It’s what you’ve earned since your last deposit — not a lifetime total. Each deposit settles everything before it, so the balance falls back toward $0.00 when one lands and builds up again from the jobs you finish after it. It’s the same figure the marketplace’s own pro app shows. See Reading the balance.

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Customers

Can a customer have multiple properties? Yes. On the customer’s page, click Add Property for each location. Each property can have its own services. How do I add notes to customers or properties? Notes live in the Notes card on the customer’s page and on each property page. Tap the Add note row at the bottom of the card to open the Add Note window, or tap an existing note to edit or delete it. Appointment notes are captured during job completion. See Adding notes for details.

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Crews

How do I view crew schedules? Go to Schedule to see all appointments across all crews. On the calendar, appointments are organized by crew and you can filter by crew to see their schedule. Can I move an appointment from one crew to another? Yes. Open the visit and tap the crew row — or use ⋯ More → Move to another crew — to open the Assign a crew sheet, then tap the crew you want. You can also change the crew while rescheduling the appointment. What are service records? Service records are structured records that capture specific details about completed work — like chemical readings, materials used, observations, and chemical applications. They aren’t a form you fill in by hand: ProBase pulls them out of your notes when you tap AI Assist on the completion form, and a checklist question marked Include in service record files its answer as one automatically. You review and correct the rows before completing. See Service records.

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Routes

What if I need to change the optimized route? In the Reorder stops panel, tap Optimize drive to see the suggested order before committing. The preview shows exactly what would move and what it saves; Apply optimized route writes it and Keep current route leaves your day alone. If you’d rather pick the order yourself, drag the stops into any order and tap Save. See Route optimization. How do I see routes on a map? The Schedule page shows all scheduled appointments for the day plotted on an interactive map. In the Day view on a phone, switch to map view using the card/map toggle above the schedule. On a wider desktop screen, the stop list and route map appear side by side automatically — no toggle needed.

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Payments

How do I set up online payments? Connect your Stripe account to accept credit card payments. Go to Payments in the sidebar (under Business) and click Connect with Stripe. Follow Stripe’s onboarding to provide your business information and bank account details. See Setting up payment processing for step-by-step instructions. What if a customer overpays? When you record a payment that exceeds the customer’s balance, ProBase shows an overpayment prompt letting you choose what to do with the extra amount. Apply as credit is chosen for you — the extra sits on the customer’s account and comes off their next invoice. If the extra really was a tip and you named a single invoice, choose Record as tip instead. See Recording payments for details. How do I issue a refund? If you gave back money the customer paid by hand (cash, check, and so on), open the invoice, tap ⋯ More → Refund, enter the amount and how you refunded it, and tap Record refund. The invoice goes back to Unpaid or Partially paid and keeps a line showing the refund. Card payments are refunded in your Stripe dashboard, and ProBase picks the refund up on its own. See Recording payments.

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Technical

Can I access ProBase on my phone? Yes. ProBase works on any device with a web browser, and all pages are built mobile-first. You can also add it to your home screen so it opens like an app — see Push notifications and the install step in onboarding. How do I get alerts on my phone? Add ProBase to your home screen, open it from that icon, then tap Enable notifications — either on the Turn on notifications screen at the end of onboarding, or under Make it yours → Boost my productivity on HomeBase — and tap Allow when your phone asks. Permission is granted per device, so each phone or tablet needs its own tap. These phone alerts are separate from text messages. See Push notifications. What is the bell at the top of the screen? It’s your Updates — a running list of things that may need you, such as a new contact arriving through your form. The badge counts what you haven’t read yet, and an update clears itself once you’ve been to the screen it points to. On a computer the same thing is an Updates item at the bottom of the navigation drawer. Is my data backed up? Yes. All data is automatically backed up and stored securely in the cloud.

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Account management

How do I change my password? Open the navigation drawer, tap My Profile in the footer at the bottom, then use the Update Password section. How do I update my business information? Go to Settings in the sidebar under Business. From there you can update your business name, address, email, and website in the Business Profile section. You can also change your timezone and route optimization preferences in the Scheduling section. See Business Profile for details. I logged in and ProBase asked me to create a business. Did my password break? No — your password is fine, and you’re already signed in. That Create your business screen appears when your user account isn’t attached to any business, usually because the business was deleted or you were removed from it. The blue panel on the screen shows the email address you’re signed in as. If you weren’t expecting it, contact support before creating a new business — creating one here gives you a fresh, empty business rather than your old data back. See “Your account isn’t linked to a business” after logging in.

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Troubleshooting

An appointment isn’t showing on the calendar. Check that the appointment has a date set. Refresh the page to reload the calendar data. A billing line item wasn’t created. For per-service billing, ensure the appointment was marked complete. For subscription billing, check that the service is active and the billing interval is set correctly. The route optimizer isn’t working. Ensure all properties have valid geocoded addresses. Check that the crew has a start location configured. At least 2 appointments are needed to optimize. I pressed Save and nothing seemed to happen. Something on the form still needs your attention. ProBase scrolls the first field that needs fixing into view, puts your cursor in it, and shows the reason in red underneath — look for it above where the Save button was. See Saving and form issues. I tapped Save twice on a slow connection. Did I create it twice? No. Once a save goes through, ProBase ignores taps, form submissions, and the Enter key until the next page appears — so the extra taps you make while the old form is still on screen do nothing. You get one record. See Saving and form issues.

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Still need help?

If you can’t find the answer here, see Contact support for ways to reach us.