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Symptoms: Payment Link, Tap to Pay, or QR buttons are missing on orders. Stripe shows as disconnected.Resolution:
  1. Go to Settings → Stripe Integrations
  2. Confirm both the Publishable Key and Secret Key are entered correctly
  3. Make sure you’re using the right mode — live keys for real payments, test keys for testing
  4. If the keys look correct, remove them and re-enter them to force a reconnect
  5. Save and open an order to check if payment options are now available
If the issue persists after re-entering keys, verify in your Stripe Dashboard that the keys are active and not restricted.
Requirements checklist:
  • Stripe is connected with a valid Secret Key ✓
  • Terminal Location ID is configured in Stripe settings ✓
  • iPhone XS or later (NFC required) ✓
  • Location permission is granted in iOS Settings ✓
  • The order is unpaid ✓
Resolution:
  1. Check each requirement above
  2. For Terminal Location ID: open your Stripe Dashboard → Terminal → Locations → copy the Location ID and paste it into CRM settings
  3. For location permission: go to iOS Settings → find your browser or the CRM home screen app → Location → set to “While Using”
  4. Hard-reload the CRM page (pull to refresh) and try again
Inventory only deducts under two conditions: (1) materials are attached to the order, and (2) the order status is changed to Done.Resolution:
  1. Open the order and scroll to the materials section
  2. Confirm materials are attached — if the section is empty, materials were never added
  3. If materials exist, confirm the order status is Done (not In Progress or Cancelled)
  4. If both conditions are met and inventory still hasn’t updated, refresh the Inventory page — deduction is immediate but the page may need a reload to reflect the change
Common causes:
  • The vehicle’s body type isn’t set
  • The body type surcharge percentage is 0%
  • Body Type Adjustment is off for the service
  • The service’s price is 0
Resolution:
  1. Open the vehicle record and confirm a body type is selected (not “None” or blank)
  2. Go to Settings → Vehicle Body Types and confirm the surcharge % for that body type is greater than 0
  3. Open Settings → Services & Pricing and confirm Body Type Adjustment is enabled for the service
  4. Confirm the service has a base price greater than 0
  5. Create a new quote/order line item after fixing the above — existing line items don’t update retroactively
Job status (Done/In Progress/Open) and payment status (Paid/Unpaid) are tracked separately by design. A job can be Done but unpaid.Resolution:
  • Open the order and record the payment using any available method (Tap to Pay, payment link, or manual)
  • Once payment is recorded, the order updates to Paid
  • The order will appear in revenue reports once it’s both Done and Paid
Resolution:
  1. Go to Settings → Staff & Shifts → Permissions tab
  2. Find the role assigned to that staff member
  3. Check the permission matrix for the feature they can’t access — look for the View permission specifically
  4. Enable the permission for their role and save
  5. Ask the staff member to refresh their browser or re-open the app
Note: some features are plan-gated. If the permission exists but the feature still isn’t visible, check Settings → Account to confirm the module is included in your plan.
Common causes and fixes:
Resolution:
  1. Open your website in a browser, open Developer Tools (F12), and check the Console tab for errors when submitting the form
  2. Confirm the form field IDs match exactly what the CRM snippet expects (crm-name, crm-phone, crm-email, crm-lead-btn)
  3. Confirm the snippet is loaded before the form submit event fires (ideally placed before </body>)
  4. Check that the lead token hasn’t been rotated since the snippet was installed — if it was, update the snippet on your website
Resolution:
  1. Open Settings → Scheduling & Availability and review the Online Booking readiness message
  2. Confirm at least one Business Hours day is open and no date exception closes the requested date
  3. Confirm the time is inside the Minimum lead time and Advance booking window
  4. Check the selected scheduling model: Simple capacity must be greater than 0; Team needs an active eligible staff member; Advanced resources needs capacity in every required resource type
  5. In Team mode, confirm the employee can inherit Business Hours or has working hours for that date. A separate shift is not required when inheritance is enabled
  6. Check existing orders, temporary selection holds, and blocking Google Calendar events
  7. Review service duration. A service with no duration uses 60 minutes, and the entire duration plus buffers must fit
See Scheduling & Availability for the complete calculation.
Resolution:
  1. Confirm the AI Assistant is toggled on in Settings → AI Voice Assistant
  2. Confirm a phone number is provisioned and active
  3. Check the AI call logs page for errors on recent attempts
  4. Confirm your call routing still points to the provisioned AI number
Business Hours under Scheduling & Availability control when appointments can be offered. They do not control when the AI answers calls.
Resolution:
  1. Confirm AI booking shows Ready under Settings → Scheduling & Availability
  2. Confirm the service is enabled under AI Voice Assistant → Available Services
  3. Check the same Business Hours, lead time, advance window, buffers, capacity, qualifications, orders, holds, and calendar conflicts used by Online Booking
  4. Do not add the time to the AI prompt as a workaround — the prompt cannot override unavailable slots
Resolution:
  1. Go to Settings → User & Security
  2. Check the Google Calendar connection status
  3. If it shows Needs Reconnect, click to re-authorize — your Google token may have expired
  4. After reconnecting, create a test order assigned to yourself and check if it appears in Google Calendar within a few minutes