Troubleshooting

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Scheduling issues

Appointments not appearing on calendar Possible causes:

• Appointment doesn’t have a date set
• Page needs to be refreshed

Solutions:

1. Click on the appointment and verify date is set
2. Refresh the page
3. Check that the service is active (not cancelled)

Can’t create an appointment Possible causes:

• Customer doesn’t have a service set up
• Service is cancelled

Solutions:

1. Go to the customer’s page and navigate to their property
2. Verify they have an active service
3. If service is cancelled, you can still complete existing appointments but cannot add new ones
4. Create a new service if needed

Route optimization not working Possible causes:

• Properties don’t have valid geocoded addresses
• Crew doesn’t have a start location configured
• Too few appointments to optimize (need at least 2)
• For fleet optimization: no crews with start locations or no appointments selected

Solutions:

1. Verify all property addresses are complete and correct (system automatically geocodes addresses)
2. Go to Crews, edit the crew, and set their start address
3. For single crew optimization: ensure there are at least 2 appointments assigned to the crew for that date
4. For fleet optimization: ensure at least one crew has a start location and multiple appointments are selected
5. Check that all selected appointments have valid property addresses

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Billing issues

Billing line item not created For per-service billing:

• Ensure the appointment was marked Complete
• Check that the service has a price set

For subscription billing:

• Verify the service status is Active (not cancelled)
• Check that the billing interval and billing day are set
• Confirm today matches the billing day

Solutions:

1. Go to the service and verify settings
2. If per-service, mark the appointment complete
3. If subscription, check the billing schedule in the service details

Customer says they didn’t receive payment link Solutions:

1. Verify you shared the correct link with them
2. Regenerate the payment link if needed and share again
3. The link shows real-time balance information when opened

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Customer payment portal issues

Customer says payment link doesn’t work Solutions:

1. Verify the link was copied correctly (check for any cut-off characters)
2. Try regenerating the payment link from the customer’s billing section
3. Note: Regenerating a link will invalidate the previous link

Customer says they can’t pay online Possible causes:

• Stripe account not connected
• Stripe account status is restricted or pending

Solutions:

1. Go to Payments in the sidebar (under “My Business”) and check your Stripe connection status
2. If not connected, click Connect with Stripe to set up payment processing
3. If status is “Pending” or “Restricted”, click Continue Setup or Update Information to complete Stripe requirements
4. Once Stripe status is “Active”, customers will be able to complete payments
5. If Stripe is not connected, arrange payment via cash, check, or other method and record as a credit

See Setting up payment processing for details.

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Crew and team issues

Crew not showing scheduled appointments Solutions:

1. Check that appointments are assigned to that crew
2. Verify the date range you’re viewing
3. Refresh the page

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Data issues

Balance doesn’t look right Solutions:

1. Review all billing line items on the customer’s page
2. Remember: charges are negative (customer owes), credits are positive (payment/refund)
3. Balance = sum of all line items (negative balance means customer owes money)

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Mobile issues

How to refresh the page on mobile On mobile devices and tablets, you can refresh the page by pulling down from the top:

1. Make sure you’re scrolled to the top of the page
2. Pull down with your finger
3. You’ll see a circular indicator appear
4. Keep pulling until the indicator shows a downward arrow
5. Release to refresh

The page will reload with updated information. Mobile display issues Solutions:

1. Check internet connection
2. Try rotating your device (some views work better in landscape)
3. Clear browser cache
4. Try a different browser
5. Restart the device

Photos not uploading to notes Solutions:

1. Check internet connection
2. Verify you have storage space on your device
3. Try uploading one photo at a time
4. If on cellular, ensure you have data available
5. Files may take time to upload on slower connections

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Performance issues

Probase is slow Solutions:

1. Check your internet connection speed
2. Close other browser tabs
3. Clear browser cache and cookies
4. Try a different browser
5. Restart your device

Page won’t load Solutions:

1. Refresh the page
2. Clear browser cache
3. Try a different browser
4. Wait a few minutes and try again

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General troubleshooting steps

When something isn’t working:

1. Refresh the page - Many issues are resolved by refreshing (on mobile, pull down from the top to refresh)
2. Check your internet - Slow or unstable connection causes issues
3. Try a different browser - Browser-specific issues are common
4. Log out and back in - Resets your session
5. Clear cache and cookies - Removes corrupted data
6. Check for updates - Ensure your browser is up to date

Still having issues? If these solutions don’t help, see Contact support for assistance. When contacting support, include:

• What you were trying to do
• What happened instead
• Any error messages you saw
• Your browser and device type
• Screenshots if possible