> ## Documentation Index
> Fetch the complete documentation index at: https://docs.probaseapp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Common questions

> Answers to frequently asked questions

## 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.

## Scheduling

**How do I schedule recurring services?**
When you create a service for a customer, set the service interval (weekly, bi-weekly, monthly, every 2 months, quarterly, or every 6 months). When you complete an appointment, you can automatically schedule the next one based on this interval.

**How do I reschedule an appointment?**
Click on the appointment from the calendar or service details page to open the appointment detail page. Click **Manage Job** (or the **...** button for appointments due today), select **Reschedule**, enter the new date/time and reason, then save. A new scheduled appointment will be created and the original will be marked as rescheduled.

**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](/routes/optimizing-routes) for details.

## 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 on the service details page.

**How do I share a payment link with a customer?**
Open an invoice from the **Money** page and tap **Send Invoice**. A pre-filled SMS message will be ready with the customer's unique payment link. You can tap **Send SMS** to open your messaging app with the message ready to send, or **Copy Message** to paste it wherever you like.

**How do I record a payment?**
From the **Money** page or from a customer's billing history, click the **Record Payment** button. Choose the payment method (Cash, Check, Bank Transfer, Venmo/Zelle, etc.), select the invoice, enter the amount, and save.

**Can I adjust a charge manually?**
Yes. From the customer's billing history page, use the **Add Charge** button to bill the customer or the **Add Credit** button to give them a discount or adjustment. These buttons are at the top of the billing history page.

## 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?**
For customers: open the customer page and click **Edit**, then use the **Add Customer Note** button inside the edit modal. For properties: click **Edit** on the property page and use **Add Property Note** in the modal. Once a property has notes, a **+** button also appears in the Notes section on the property page. Appointment notes are captured during job completion. See [Adding notes](/customers/adding-notes) for details.

## 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 appointment's detail page and tap the crew row to open the **Assign Crew** window, then pick a different crew. 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're created during appointment completion and can be parsed automatically from your completion notes using AI, or added manually.

## Routes

**What if I need to change the optimized route?**
In the **Reorder stops** panel, you can tap **Optimize drive** to see the suggested order before committing. If you don't like it, tap **Cancel** to discard. You can also drag stops manually to any order you prefer.

**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.

## 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](/billing/stripe-setup) 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. You can record it as a **tip** (the excess appears as a separate tip entry in billing history) or **apply it as a credit** (the customer's balance goes positive for use against future charges). See [Recording payments](/billing/tracking-payments) for details.

**How do I issue a refund?**
From the customer's billing history page, click the **Add Credit** button at the top of the page and enter the refund amount with notes explaining the reason.

## Technical

**Can I access Probase on my phone?**
Yes. Probase works on any device with a web browser. All pages are optimized for mobile viewing.

**Is my data backed up?**
Yes. All data is automatically backed up and stored securely in the cloud.

## Account management

**How do I change my password?**
Open the account menu at the **top of the sidebar** (the card showing your initials), click **My Profile**, 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](/getting-started/settings) for details.

## 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.

## Still need help?

If you can't find the answer here, see [Contact support](/support/contact-support) for ways to reach us.