Troubleshooting

Three things to check, in order:

• Phone number format. Open the tech's profile in Settings > Team. Their number must be E.164 (leading + and country code, e.g. +14155551234). Reformat if it's missing the +.
• SMS template is on. Go to Settings > SMS Templates and confirm the job_scheduled template is toggled Active. Disabled templates don't fire.
• Carrier filtering. Some US carriers aggressively filter messages with shortened links. If only some techs aren't getting messages, ask them to text START to your business number — that whitelists you on their device.

• Verify the trigger event. Each template binds to one event (quote_sent, invoice_sent, etc.). Make sure the event you expect is the one selected on the template.
• Check it's saved AND active. A template can be saved but inactive — both are required for it to fire.
• Check your SMS balance. If your monthly SMS allotment is exhausted, sends fail silently. Settings > Phones shows current usage at the top.

• Open Settings > Phones and check the Routing Mode on the affected number.
• For Forward mode, confirm the destination number is in E.164 format (with leading + and country code).
• For IVR mode, click Edit IVR and verify each option has a destination assigned. Empty branches fall through to your voicemail.
• For Voice Client mode, the recipient's browser must be open and signed in to receive the call. If no one's online, calls bounce to voicemail.

• Verify the job is assigned, not just created. PINs are generated only when a tech is explicitly assigned to a job.
• Check the tech's phone number is saved in Settings > Team. The masking system needs it to validate the inbound call to the masked number.
• Make sure the job isn't Completed or Cancelled. PINs expire automatically when the job closes — that's by design, so old PINs can't leak.

• Check the status filter at the top of the page. Cancelled jobs are hidden by default.
• Check the date range. The default is the current week — switch to Month view if the job is further out.
• Search by customer name on the Jobs list view. If it shows up there but not on the calendar, it's a filter issue, not a missing job.
• Last resort: check Settings > Account > Deleted Items. Deleted jobs are restorable for 30 days.

• Push notification permission. Ask them to open the mobile app, go to Settings > Notifications, and confirm push is enabled. iOS/Android may have prompted them to deny on first install.
• Active account. Verify the tech is Active in your Settings > Team list. Deactivated members don't receive any notifications.
• Reinstall trick. If push is enabled but messages still aren't arriving, have them sign out and back in — this re-registers their push token with our server.

Only jobs in Scheduled status can be drag-and-dropped on the calendar. Jobs that are In Progress or Completed are locked.

• If you need to reschedule an In Progress job, ask the tech to tap Pause in the mobile app first — that flips it back to Scheduled.
• If you need to reschedule a Completed job, the cleanest path is to mark it Cancelled and create a new job with the same customer and service.

• Stripe Connect must be active. Go to Settings > Payments and confirm the Stripe connection is in the green Connected state. If it's in Setup Incomplete, finish the Stripe onboarding flow — payment links don't work until you do.
• Invoice must be Sent, not Draft. Draft invoices don't generate active pay links. From the invoice page, click Send (or Mark as Sent if you sent it through another channel).
• Test the link yourself. Open the invoice, click Copy Pay Link, paste into a private browser window. If the link page loads but card entry fails, that's on Stripe's side — usually a card issue, not a Fieldz issue.

Stripe payouts run on a schedule — typically 2 business days from the charge for established US accounts, longer if your account is new or your country has a different default.

• Open your Stripe dashboard and check the Payouts page. The next scheduled payout is shown there with the expected arrival date.
• If a charge succeeded but the payout is delayed beyond 5 business days, contact Stripe support — Fieldz doesn't hold funds, they go straight to your Stripe account.

• Check the customer's email in their profile. A typo here means the email bounces silently. Look for the Email bounced badge on the customer row.
• Check the SMS automation. If quote_sent is enabled, customers also get a follow-up SMS with the link. Confirm the customer's phone number is correct and the template is Active.
• Resend. From the estimate, click Resend. The same email + SMS bundle goes out again.

• Open Settings > Team. Members in Pending status haven't accepted the invite yet — click Resend Invite to send a fresh setup link.
• If they're Active but still can't sign in, have them use /forgot-password to reset. Most issues at this stage are forgotten passwords.
• If reset emails aren't arriving, check the email is correct in their profile, then check spam. Reset links are valid 1 hour.

Deleted jobs can be restored within 30 days.

• Go to Settings > Account > Deleted Items.
• Find the job in the list. Filter by date if there are many.
• Click Restore. The job comes back exactly as it was, with the same status, assignments, and history.

After 30 days deleted items are permanently purged and can't be recovered.

• Hard refresh. The most common cause is a stale page. Cmd/Ctrl + Shift + R to force-reload.
• Open Settings > My Plan. The current plan should match what you just paid for. If it does, the upgrade went through and the issue was just caching.
• If it still shows the old plan after refresh, the Stripe webhook may have failed. Wait 2 minutes (Stripe retries automatically), then refresh again.
• Still wrong after that? Contact support with your account email and the Stripe charge ID — we'll fix it manually.