FAQ and troubleshooting¶

Some changes need a recent sign-in, even in the middle of a session. Examples are changing your account email, setting up multi-factor authentication, connecting or changing how you get paid, changing your payment method, creating or removing API keys, changing AI access, approving an AI app, inviting or editing team members and exporting data.

If you haven't signed in recently, a Confirm it's you box opens. Enter your password, or the code from your authenticator app if you use multi-factor authentication, and select Confirm. What you were doing then carries on. If you signed up with Google, Microsoft or Apple and don't have a password, choose Email me a code instead.

After too many wrong attempts, FSM Navigator ends the session and shows "You were signed out after too many attempts. Please log in again." It does this so a stranger at an unlocked computer can't keep guessing. Sign in again normally. If you've forgotten your password, reset it.

The sign-in page tells you why:

• "You were signed in on another device. Please log in again." Each person has one sign-in at a time. Signing in on another computer, browser or phone ends the earlier one. If two people share one login, give each person their own account instead. See Invite your team.
• "You were signed out for your security because your account was used from a new location or browser." Your sign-in was used from a different browser or a new network in another country, so FSM Navigator ended it. The next sign-in needs a second check. See Signed out after a change of browser or location.
• "Your session has expired. Please log in again." Your sign-in timed out. Tick Remember me when you sign in to stay signed in longer on that browser, if your Owner allows it. See Stay signed in.

Check the email address first, then use Forgot your password? on the sign-in page. The steps are in Password reset and account recovery. If your company requires multi-factor authentication and you've lost your phone, see Multi-factor authentication.

Your phone may still be holding them. When you have no signal, the app saves what you do and sends it later. A banner such as "Offline — 3 changes queued" means changes are waiting, and "3 changes syncing" means they're on their way. Once you're back online they go automatically, in the order you made them. See Offline mode.

Your sign-in ended while changes were still waiting to go. Sign in again on the phone, and the app retries them. Don't uninstall the app before they've synced, because anything not yet sent is lost with it.

Receiving new work needs a connection. The app shows "You're offline. Connect to the internet to receive new assignments." Your phone only knows about the jobs it downloaded before you lost signal, so it can't tell whether someone else already has one. Work on jobs already assigned to you keeps going offline.

A technician can be on the way to, at, or working on only one job at a time. Finish or pause the current one first. The app warns "You can only have one job in In-Transit status." See Job management on mobile.

Completing a job checks three things, in this order:

1. a final comment describing the work, which is required for billing
2. any required forms on the job, filled in
3. any required custom fields, filled in

The message tells you which one is missing. See Job forms and Job statuses and workflow.

Assigned needs a technician on the job. Pick one first, then the status can change. See Create a job.

Owners, Managers and Dispatchers can use Reopen to and choose Pending or Assigned. See Job statuses and workflow.

Putting a job On Hold pauses its SLA timer, and you're asked for a reason. The timer starts again when the job moves back to an open status. See SLA timers.

When a work order is marked as needing estimate approval, it stays in Draft until the customer approves the estimate. Send the estimate and wait for Approved. See Estimates and customer approval.

If the work order needs the customer's sign-off, you'll see "Customer approval is required before closing this work order." Get the approval first. A work order also has to reach Completed, by its completion rule, before it can be Closed. See Work orders.

Another job in the same work order is set to finish first, and this one cannot be started until it is done. Complete the earlier job, or remove the dependency from the work order if the order no longer matters. See Sub-jobs and dependencies.

The customer opened the quote link but hasn't accepted or declined yet. You're told the first time they open it. See How you hear back.

A sent quote is locked so the customer sees exactly what you sent. Select Revise to start a new draft. When you send it, the customer gets the new version. See Send it.

The quote may have expired, been withdrawn or been revised. An expired quote can no longer be accepted and moves to the Closed tab. Revise it with a new valid-until date and send it again.

Work order sub-jobs are billed together. FSM Navigator answers "Invoices must be generated from the work order", so create the invoice from the work order itself. See Create an invoice.

No. Overdue is a status someone on your team sets by hand. Reminders to the customer and the past-due figures in your reports go by the due date, so an unpaid invoice counts as past due once its due date has passed, whatever its status says. See Payments and refunds.

Online payment needs the customer portal with online payments turned on, and your payout account connected. See Portal payments and Stripe Connect. A platform fee applies to online payments; see pricing.

The customer's card issuer opened a dispute. You can resend a corrected invoice, or the invoice returns to Paid if the dispute is decided in your favor. See Payments and refunds.

Portal sign-in links can be used once and expire after a short time. Open the customer, select Resend Portal Link, and ask them to use the newest email. Older links stop working. See Customer portal.

The customer already uses the portal with another company. They have to agree before your company is added to their portal. Until they do, the badge stays. See Customers who work with more than one company.

Requests from the portal, your booking page or an AI receptionist land as Pending on the Service Requests tab of the Jobs page. Approving one creates a job. See Service requests.

Money data is off until your Owner turns it on in Company Settings → AI Connections, and then you have to tick See financial information when you connect. Only Owners and Managers can approve it. Disconnect and connect again to add it. See AI Connector.

FSM Navigator refuses draft text that threatens or insults the customer, or uses offensive language, and nothing is saved. Ask your AI to rewrite it politely. Other wording problems, such as a price that isn't on the quote, are saved with a list of what to change. See How drafts are checked.

Your company's daily AI allowance for that kind of request is used up for now. It refills gradually, so wait a little and try again. Owners can see each allowance on the Usage tab. See See how much your AI has used.