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

A schedule change didn’t save When you save the Change Schedule window on a service, ProBase shows a green confirmation naming how many visits changed. If it shows a red message instead, the change was not applied and your visit chain is untouched. Possible causes and what the message says:

• “This service is inactive, so its schedule can’t be changed.” — the service was cancelled, most likely in another tab or by a teammate while you had the window open.
• “The end date can’t be before the start date.” — the End Date you entered lands earlier than the Start Date.
• “A start date is required.” — the Start Date field was left empty.
• “Schedule could not be updated.” — something else went wrong on the way through.

Solutions:

1. Reload the service page so you’re looking at its current state, then reopen Change Schedule.
2. If the service is cancelled, its schedule can’t be edited. You can still work its remaining visits — set up a new service if the customer wants the work to continue.
3. For date problems, correct the dates and save again.
4. If a plain “Schedule could not be updated.” keeps coming back, contact support.

See Change Schedule for what each field does. A job link takes me somewhere else instead of the job If you open a job from a bookmark, the browser back button, or an older link — and that job has since been removed (for example its service was cancelled, or the job was rescheduled or deleted) — ProBase no longer shows a “Not Found” error. Instead it returns you to the surrounding page you came from and shows a brief notice: “That job is no longer available.” ProBase picks the most useful place to land based on where the link pointed: a job opened from your schedule sends you back to that schedule, one opened from the dashboard or overdue-jobs list returns you there, and a job opened from a customer’s service sends you to the parent service page. Wherever you land, you can review the appointment history, schedule a new appointment, or open whichever visit you actually need. This is expected behavior, not an error — there’s nothing to fix. Route optimization not working If Optimize drive doesn’t appear in the Reorder stops panel at all, the crew has no start address or the day has fewer than 2 stops. If the button is there but you get “Could not optimize route. Please try again.”, one of the addresses involved is the problem. 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)

Solutions:

1. Verify all property addresses are complete and correct (system automatically geocodes addresses)
2. Go to Team Roster → Crews, click the crew name, then click Edit to set their start address
3. Ensure there are at least 2 appointments assigned to the crew for that date
4. Check that all appointments have valid property addresses

Drive path line missing from the map view The Day view’s map draws a line along the crew’s driving route. If ProBase can’t work out a path between two of the day’s stops, the line is left off and a notice appears along the bottom of the map: “Route could not be computed between some of these stops, so the drive path isn’t shown.” In the Reorder stops panel, the same stops show a grey dash (—) instead of a drive time. Possible causes:

• A property address is mis-typed and was matched to a spot that isn’t reachable by road
• A stop is on an island or somewhere only a ferry can reach
• An address was matched to the wrong country or continent — usually a typo in the street or city, or a missing state — putting an impossibly long drive between two of the day’s stops
• A crew start or end address is wrong

Solutions:

1. Look at the pin positions on the map — a pin that landed far from where the job actually is, or in the middle of open water, is the usual culprit. If the map zooms out to fit a whole country or continent, the stop that’s off on its own is the address to correct
2. Open that customer’s property and correct the address
3. Check the crew’s start and end addresses on the crew detail page (Team Roster → Crews, click the crew name, then Edit)
4. Reload the Day view — the line redraws once the stops can be connected by road

Your appointments, times, and crew assignments are not affected by this — only the drive line and the drive-time estimates for the affected legs.

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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 is set
• The recurring billing day is set automatically from when the service was created — review the upcoming charge dates listed on the service details page to confirm when the next charge will appear

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. Re-share the payment link by opening the invoice from the Money page and tapping Send Invoice — this generates a fresh pre-filled message with the current payment link
3. Make sure the invoice has been sent (draft invoices are not visible to customers — tap Send Invoice to publish it)

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 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”, read the reason and the Stripe still needs: list on the card, then click Continue Setup or Update Information to supply those items
4. If the card says Stripe rejected the account, use Contact Stripe Support — setup can’t be reopened from ProBase
5. Once Stripe status is “Active”, customers will be able to complete payments
6. Until then, arrange payment via cash, check, or another method and record it against the invoice

See Setting up payment processing for details. Customer says the Pay button is greyed out The Pay button stays disabled until the card fields have finished loading from Stripe, so a customer who taps the instant the page opens — or who is on a slow connection — can find it unresponsive for a second or two. Solution: Ask them to wait until the card number, expiration, and security code boxes have appeared, then tap Pay. If the card fields never appear, ask them to reload the page. See The Pay button waits for the card fields. Customer says the payment didn’t go through and the button just spun Solutions:

1. Ask them to read the short red message that appears just under the card fields — a declined card, an expired card, or an incorrect ZIP is reported there in Stripe’s own words
2. If it reads We could not process your payment. Please try again., the payment was never attempted — tapping Pay again is safe and won’t double-charge
3. If they had navigated away and come back, the card fields reload themselves; they can enter the card again and pay without reopening the link
4. Check the invoice in ProBase before asking them to retry — a payment that succeeded shows the invoice as Paid

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Marketplace connection issues

These apply if you’ve connected a marketplace account like LawnStarter, Lawn Love, or Home Gnome. Marketplace jobs or customers aren’t showing up Possible causes:

• The connection has expired, so nothing new is coming across
• The change is newer than the last sync (ProBase checks about every 15 minutes)

Solutions:

1. Open Integrations in the sidebar under Business and check the badge on the card. An Expired badge stops syncing entirely — tap Reconnect and sign in to the marketplace again. You’ll also see an amber banner at the top of HomeBase when this happens
2. On the customer, property, service, or job that looks stale, tap Refresh next to Last synced
3. Still off? Tap Full re-sync on the account’s card to pull the whole book again. It works in the background and takes a few minutes — the card shows a progress bar counting your customers through, and updates itself when it’s done, so there’s no need to reload
4. If the card reads The last full re-sync didn’t finish, the run stopped early — tap Try again to start a fresh one
5. If the card is still reading Syncing… long after you tapped it, the run never got going. ProBase releases the card on its own after about half an hour and puts Full re-sync back, so you can start a clean run — nothing is stuck permanently. See If the card seems stuck on Syncing
6. Use Test on the card to confirm ProBase can still reach the marketplace and is looking at the right account

See How marketplace syncing works. A marketplace deposit or earning is missing from the ledger The money side refreshes on a slower rhythm than your schedule — the 15-minute background check doesn’t pull it. Solutions:

1. Open the customer record named after the marketplace, then Billing History, and tap Refresh next to Last synced
2. Or run Full re-sync on the account’s card, which forces the money feeds along with everything else
3. If the entry is there but has no property, service, or visit attached, that’s normal — bonuses, general adjustments, and earnings from work that was never on your ProBase schedule are full ledger entries, they just have no job to link to
4. If an older entry is in the ledger but doesn’t seem to be reflected in the balance, that’s expected: the balance only counts what came after your most recent deposit. See Reading the balance

See Marketplace earnings & payouts. The marketplace balance looks wrong First, check what the number is meant to be: the balance on the marketplace’s own customer record is what you’ve earned since your last deposit, not a lifetime total of everything the marketplace has ever paid you. A deposit settles everything above it, so the balance drops back toward $0.00 each time one lands and then builds up again from the next jobs you finish. That’s how the marketplace’s own pro app works it out too, so the two should agree. If it still doesn’t match, check whether a sync is running — your marketplace history comes across in chunks, and the total is added up properly once the last chunk lands. Solutions:

1. Wait for the run to finish. On Integrations, a Syncing… spinner or a progress bar means it’s still working
2. Reload the Billing History page once the run is done — the total corrects itself
3. Still off? Tap Refresh next to Last synced on that page, which re-pulls the money feeds and re-adds the balance
4. A refresh also re-checks how each entry already in your ledger is filed. If a deposit had been sorted as something else it wouldn’t have settled the earnings above it, which throws the total off — the refresh puts it right and works the balance out again. Amounts and dates are never changed, so it’s safe to run

See If the balance doesn’t look right and Reading the balance. The amount on a marketplace service isn’t what the customer was charged That’s the right amount — it’s just not the customer’s bill. On a marketplace service the row reads Payout: what the marketplace pays you for one visit. What the marketplace charges the homeowner stays on the marketplace and never comes into ProBase, and completing the visit doesn’t create a charge or invoice on your side. See the service page and Marketplace earnings & payouts. A marketplace service page has no schedule or invoice details Also expected. A marketplace service has no Service plan section — the marketplace owns the recurrence and bills the customer, so there’s no frequency, invoice row, or schedule to edit. The page shows the service, its Payout, and the appointment history. The day each visit falls on comes from the marketplace; the start time and length are yours to set from the Schedule section on the job. See Marketplace customers. “Just refreshed — give it a moment before trying again.” Refreshing the same marketplace job repeatedly is throttled on purpose. Wait about a minute and tap Refresh again. This isn’t an error. The marketplace app doesn’t open when I tap a button — I get the website instead That’s expected, and you’re still in the right place. Buttons like Open in LawnStarter and Open Customer Profile on LawnStarter are links to the marketplace’s pro site, opened in a new tab. A phone with the marketplace app installed hands the link to the app; without the app — or on a computer — the same link opens the marketplace’s pro website in your browser and takes you to the same screen once you sign in. If you’d rather work in the app, install it from your phone’s app store and tap the button again. See If you don’t have the app installed. I can’t complete, reschedule, or cancel a marketplace job in ProBase This is expected. The marketplace owns that work: ProBase’s own Complete Visit, Reschedule, Skip, Cancel, Create Invoice, and Send Confirmation actions don’t appear on a marketplace job. Tap Open in LawnStarter to work the visit in the marketplace app instead, and the result syncs back to ProBase. You can still assign a crew and tap the time row in the Schedule section to arrange your own day. See Marketplace jobs. There are no per-action shortcuts like Reschedule in LawnStarter or Skip in LawnStarter — the marketplace app has one screen for the job and everything happens there, so ProBase offers the single Open in LawnStarter button. If even that button is missing from the top of the page, check your role: it stands in for Complete Visit, so a role that can’t complete appointments doesn’t get it. The same link inside More Actions is available to everyone. See Roles and permissions. A finished marketplace job has no Open in LawnStarter button Expected. Once a marketplace visit is completed, rescheduled, skipped, or cancelled, the marketplace app no longer has a job screen for it — so instead of a button that would land nowhere, ProBase shows Open Customer Profile on LawnStarter and a line naming the status, such as Viewing a completed job is not currently possible in the LawnStarter app. Anything still to sort out on that visit is handled from the customer’s profile in the marketplace app. See Once the visit is finished. A marketplace job has no Checklists section, and I can’t add a service record Expected too. Both belong to ProBase’s own completion step, which never runs on a marketplace visit — you finish those in the marketplace app. Checklists still work normally on your own jobs, and you can keep notes for a marketplace customer on their customer or property page. See What isn’t on a marketplace job. A marketplace job vanished from my schedule If a visit you’d seen before is gone from your calendar and daily route, the most likely reason is that the marketplace no longer has it assigned to you — it was taken back, or returned to the pool to be picked up by another pro. ProBase removes those on the next sync instead of leaving work on your schedule that isn’t yours any more. A visit the customer or marketplace cancelled behaves differently: it stays put, marked Cancelled. Check the job in the marketplace app to confirm. If it’s assigned back to you later, it syncs in again as a new job. See If a job goes back to the marketplace. The “Available to claim” count doesn’t match the marketplace app The count on HomeBase is the offers the marketplace currently has open for you — the same list View jobs in LawnStarter opens. ProBase checks it every few minutes and reuses that answer in between, so it can trail the app by a little, and an offer can be claimed by another pro right after ProBase counted it. Solutions:

1. Tap View jobs in LawnStarter and work from the list in the app — that list is always the truth
2. If the card has disappeared entirely, there’s nothing open to claim right now (or ProBase couldn’t reach the marketplace when it last checked — it hides the card rather than showing a wrong number)
3. Work already on your schedule never appears here; check your calendar for jobs you’ve already claimed

See Available to claim. A marketplace customer is dimmed and can’t be picked in New Job or New Quote Also expected — the marketplace sets the price and schedule for its own customers, so the row reads Managed by LawnStarter — not schedulable here. New marketplace work reaches your schedule by claiming it in the marketplace app. See Available to claim.

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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), payments and credits are positive (they reduce what’s owed)
3. Balance = charges + tax, offset by payments and credits — a negative balance means the customer owes money
4. A tip kept from an overpayment is deliberately left out of the balance, so recording an overpayment as a tip settles the account at $0.00 rather than leaving a credit. Choose Apply as credit instead if you want the extra to sit on the account — see Recording payments
5. Archived customers keep recalculating too, so a charge, credit, or payment you add to an archived customer updates their balance the same way it would for an active one

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Saving and form issues

I pressed Save and nothing happened On a long form — the role builder, a new customer, a quote, a job — the Save button sits at the bottom of the screen while the field that needs your attention can be far above it, out of sight. When a save can’t go through, ProBase takes you straight to the problem: the page scrolls the first field that needs fixing into the middle of the screen, puts your cursor in it, and shows the reason in red underneath. Correct that field and press Save again. If several fields need attention they all show their own message at once, and ProBase takes you to the topmost one.

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Address issues

Address suggestions aren’t appearing Address fields suggest real addresses once you’ve typed two characters (see Address suggestions as you type). If no list drops down:

• Type a little more. One character is too short to search on, and a very generic street name in a big city may need the house number before anything useful comes back.
• Check your connection. The lookup happens as you type, so a dropped signal in the field means no suggestions. A brief hiccup is retried automatically; a longer outage isn’t.
• Expect gaps in coverage. Brand-new builds, rural routes, and private roads often aren’t in the address database yet. Only US addresses are suggested.

Solution: Type the address in by hand. The field never blocks you — whatever you type is saved exactly as entered, and you can fill in the city, state, postcode, and country yourself. Save the form as normal, and the address is geocoded for mapping and routing the same way.

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Copying links and messages

“Copy failed. Try again.” ProBase has Copy buttons in a few places — Copy and Copy Message in the pre-filled text-message window (for invoices, quotes, and balance reminders), and Copy Receipt Link on a paid invoice. Occasionally your device refuses the copy — most often on a phone, when the tap lands while another app, a browser prompt, or a notification still has hold of the screen. When that happens ProBase tells you with a red “Copy failed. Try again.” message rather than pretending it worked. Solution: Tap the button again. Bring ProBase back to the front first if something else is on top of it, and the second attempt almost always goes through.

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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 with an arrow appear
4. Keep pulling — the arrow flips direction once you’ve pulled far enough
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

Not getting notifications on my phone Possible causes:

• The alerts themselves are still being switched on — if you’ve never received one, this is the most likely reason, and nothing is wrong with your phone
• ProBase isn’t installed on your home screen — on an iPhone, notifications aren’t available in a plain browser tab
• You haven’t tapped Enable notifications yet on this particular phone
• The Push notifications toggle in Notification Preferences on your profile is switched off for this device
• Notifications are blocked for ProBase in your phone’s settings
• Focus or Do Not Disturb is holding notifications back

Solutions:

1. Open ProBase from the icon on your home screen, not a browser tab
2. Look for Enable notifications in the Action needed section of HomeBase and tap it, then tap Allow
3. If you see “Notifications are blocked”, open your phone’s Settings app, find ProBase, switch notifications back on, then reopen ProBase
4. Check Focus / Do Not Disturb is off
5. Remember permission is per device — a second phone or tablet needs its own Enable notifications tap
6. Open My Profile → Notification Preferences and check the Push notifications toggle is on for this device

See Push notifications for the full walkthrough.

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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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Account access issues

“Your session expired” prompt with a Reload button If you leave ProBase open in the background for a while — especially on a phone where the browser or app has been backgrounded — your login session can time out for security. The next time something on the page tries to save or refresh, ProBase shows a clear in-app message:

Your session expired — For your security you were signed out after a period of inactivity. Reload the page to pick up where you left off.

Solution: Tap Reload page. Reloading signs you back in fresh and picks up where you left off. This is expected behavior, not an error — you don’t need to log out manually or clear anything. If the prompt keeps reappearing, close the tab completely and open ProBase again. “Your session expired — please try again.” on the login or sign-up page This one appears while you’re signed out, on the sign-in screens themselves. If a login, sign-up, or password-reset page sits open for a long stretch — a tab left open overnight, or an iPhone that put the tab to sleep and then woke it back up — the page goes stale. When you fill it in and tap the button, ProBase brings you straight back to the same page with an amber notice across the top:

Your session expired — please try again.

Nothing is wrong with your account, and nothing was submitted. What you typed is still in the fields — your email address is right where you left it — so you only have to fill the password boxes in again. Solution: Re-enter your password and tap Log in (or Create my free account) again. The second attempt goes through. “You no longer have access” prompt on a job page If you belong to more than one business and switch which one you’re working in, a job you still have open from the previous business is no longer yours to view. The next time that page tries to load or save, ProBase shows a clear in-app message instead of a confusing error:

You no longer have access — Your access to this job changed — you may have switched teams. Head back to your dashboard to continue.

Solution: Tap Go to dashboard. Unlike the session-expired prompt, reloading won’t help here — the job belongs to a different business, so ProBase sends you back to your current business’s dashboard where everything works normally. This is expected behavior, not an error. Stuck on a redirect loop, blank page, or “session expired” after an update This is almost always a stale browser session — your device is holding on to an old login token that the server no longer recognises. Solution: Visit /logout directly in your address bar (for example https://manage.probaseapp.com/logout). This signs you out cleanly and drops you on the login page so you can sign back in. If support sends you a “recovery link” by email or text, this is the same thing — clicking it is safe and just clears your session. “The email has already been taken.” when creating an account An account already exists for that email address. It’s also what you’ll see if the Create my free account button gets tapped twice — some in-app browsers (opening ProBase from a link inside Facebook, for example) submit the form twice on a slow connection, and the second attempt lands after the account was already created on the first. Solution: Go to the login page and sign in with that email instead of registering again — your account is there. If you can’t remember the password, use Forgot your password?. See Creating your account. “Your sign-in session expired. Please try again.” after Sign in with Google This appears on the login page when the Google sign-in handshake couldn’t be completed — usually because you took too long on the Google account screen, opened the Google sign-in link in a different browser than where you started, or your browser cleared cookies in the middle of the flow. Solution: Tap Sign up with Google or Log in with Google again from the same browser you’re currently signed in to Google on, and complete the Google screen promptly. If you still get the message, try logging in with your email and password instead. “Your account isn’t linked to a business” after logging in If your user account still exists but no longer belongs to any business — your only business was deleted, or somebody removed you from it — you land on a short Create your business screen instead of the dashboard. This happens automatically no matter how you sign back in, with your email and password or with Log in with Google, and it will keep happening on every login until the account belongs to a business again. The blue panel on that screen spells out what’s going on:

Your account isn’t linked to a business — You’re signed in as your@email.com and your login is working. This account just isn’t connected to a business anymore — usually because the business was deleted or you were removed from it. If that’s unexpected, contact ProBase support before creating a new business here.

Solution — pick whichever fits:

• You expected this (you deleted your old business on purpose, or you’re starting over). Enter a Business name, tap Create my team now, and you land on the dashboard of a fresh, empty business.
• You didn’t expect this. Contact support before creating a new business — your old data may be recoverable, and creating a new business here does not bring it back. A new business starts empty; it isn’t a copy of the old one.
• That’s not your email in the panel. Tap Log out under the button (next to Not you?) to return to the login page and sign in with the right account.

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Demo account issues

Something doesn’t work while I’m in the demo Check the top of the screen first: if an orange bar reads “You are currently viewing a demo — experiment here without making changes to your own account” (or just Viewing a demo on a phone), you’re in the sample account, not your own. Parts of ProBase are deliberately switched off there:

• Tapping Connect on an Integrations card leads to a “page not found”
• Customer payment screens show the Venmo option instead of card entry, and no card payment can be taken
• No email or automated text message is sent to anyone
• The business and user-account delete options are hidden
• The Email field on My Profile is read-only — that address is what links the sample account back to your real ProBase
• Schedule a call, the Activate your Beta Partnership section, and every demo invitation (the Explore a demo account banner, the Tour a demo menu item, the Explore a demo account checklist step, the empty-screen Tour demo cards) are hidden — those all belong to your real account

Solution: Tap Return to my account in the orange bar to go back to your real ProBase, where all of these work normally. See Exploring a demo account. The demo won’t open — “The demo is temporarily unavailable” You tapped one of the demo invitations and instead of the sample business you got a short page reading “The demo is temporarily unavailable — We couldn’t open the demo right now. Please try again in a few minutes.” The usual cause is timing: the demo rebuilds itself from scratch every night, and for the few minutes that takes it can’t let anyone in. The other cause is opening a saved demo address directly — each trip into the demo uses a fresh, short-lived handoff, so a bookmarked demo link stops working soon after it was created. Solution: Tap Back to ProBase to return to your own account, wait a couple of minutes, then open the demo again from HomeBase, the Get started checklist, the navigation menu, or the Activate your Beta Partnership row. Enter it that way each time rather than from a bookmark. Nothing is wrong with your own account when this happens. If it still won’t open after a few tries, contact support. See If the demo doesn’t open. Something I created in the demo is gone The demo is wiped and rebuilt from scratch every night, so customers, jobs, and notes you add there only last until the next refresh. This is expected — nothing you make in the demo is meant to be kept, and it never appears in your real account.

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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