❓ FAQs

Below is a list of FAQs compiled from our members. You can click on the question at the top and it will take you to the question and answer below.

Tip: Use control + F on your keyboard (or command + F for Mac users) to search for keywords within the FAQ!

General FAQs

  1. Is it possible to share custom views or filters with my coworkers?
  2. How do I switch to V2 from V3 or visa versa?
  3. When is V2 going away?

Client FAQs

  1. Why is my Client balance incorrect?
  2. How do I add an Employee to the Sales Rep dropdown?

Scheduling FAQs

  1. How do I schedule a non-billable job, such as an Estimate, with or without a Client/Lead?
  2. Why is my resource not showing up in the job assignment dropdown?
  3. Why are my Jobs and Events not showing on the Calendar?
  4. Why are my recurring Jobs not showing on the Dispatch Board?
  5. Why are my package Jobs not showing on the Waiting List?
  6. Why is the Visit overlay not opening when I click the Service name on the Dispatch Board?
  7. Why are my route sheets blank?

Accounting FAQs

  1. How do I create an Invoice for a Job in the future?
  2. Why did the Client's Contract Invoice generate before the start date of the Contract?
  3. How do I delete a Contract?
  4. How do I apply a credit to an Invoice?

Marketing FAQs

  1. How do I check if an email was delivered?
  2. How do I send an automatic email to the Account once a V3 Form is filled out?

Estimate FAQs

  1. Why is the subtotal at the bottom of the View My Proposal page not updating to reflect the selections on the Estimate?
  2. Why have my Estimate line items disappeared from the Estimate overlay?
  3. Why is the change I made to the Estimate Document not showing on the Estimate I'm currently working on?

Mobile Apps FAQs

  1. How do I fix an incorrect location for a Client?
  2. Why does the app say I am out of storage when I try to take a photo?
  3. The Legacy App says that I'm still working on a job from a different date or time. How do I correct this so I can start today's job?

Client Portal FAQs

  1. How do I tell if my Client has signed up for Autopay?
  2. My Client is locked out of the Client Portal. How do we unlock it?
  3. My Client forgot their username and password. How do we reset it so they can log in?

Automations FAQs

  1. Why is my Client not entering the Automation even though they match all of the triggers?
  2. Why are emails not being sent in an Automation?

Reports FAQs

  1. Where do I find the prebuilt Reports from Service Autopilot?
  2. What Report will show me a list of completed Services for a specified timeframe?
  3. How do I run a Report on revenue?

General

Is it possible to share custom views or filters with my coworkers?

Currently, it is not possible to share views. Saved views are unique per login.

How do I switch to V2 from V3 or vice versa?
The easiest way is to go to CRM > Clients (or Accounts) and at the top of the screen click "Try it out" to switch to V3, or "Switch back" to switch to V2. This can be done from any screen that has both versions, such as Invoices or Payments.
When is V2 going away?
Currently, there is no end date for V2. We will update our members as soon as we have more information.

 

Client

Why is my Client balance incorrect?

There can be several reasons for this but the primary reason is that the Client is missing a transaction. The Client balance is the total of all transactions on file for the client. It is recommended to review the transaction history to see where something might be missing.

How do I add an Employee to the Sales Rep dropdown?

This dropdown is controlled by two locations: within the Employee profile and on the Settings > Sales Rep screen. First, navigate to Team > Employees > Select the employee > Click Edit > Select the User Settings tab > Select the checkbox next to "Is a Sales Person."
Second, go to Settings > Sales Rep > Inactive tab. If the employee is located under the inactive tab, select their name, put a checkmark next to "Active," and then click Save.

 

Scheduling

How do I schedule a non-billable Job, such as an Estimate, with or without a Client/Lead?

You will want to use the Calendar Event feature for this.

Why is my resource not showing up in the Job assignment dropdown?
There are three items we recommend you enable for all employees to ensure they show up in the necessary dropdowns. Navigate to Team > Employees > Click on the Employee in question > Click Edit > Select the User Settings tab > Make sure "Show in Selection List", "Show in Calendar List", and "Field Time Clock" are all enabled.
Why are my Jobs and Events not showing on the Calendar?
This is usually due to the start time on the Job or event being before the start time for your company. Navigate to Settings > Company information > Settings tab > Adjust the "Start time of work day" and "End time of work day" as needed. We recommend a start time around 6:00 or 7:00 a.m. to ensure all schedules are included.
Why are my recurring Jobs not showing on the Dispatch Board?

This is most likely due to the Master Schedule the jobs are assigned to not being updated. Navigate to Settings > Master Schedules > Select each schedule to update them. See the Master Schedules - Add a Master Schedule article and start at step 4.

Why are my package Jobs not showing on the Waiting List?
This happens usually for one of two reasons:
  1. One or more Master Packages need to be renewed and generated.
  2. The jobs on the Waiting List are still within the Minimum Days set on the Master Package. You can either uncheck "Use Minimum Days Since" or move the date to have the jobs show up. 
Why is the Visit overlay not opening when I click the Service name on the Dispatch Board?
Most likely this is a work order job. A work order is a way to combine multiple jobs into one line item on the Dispatch Board. To open the Visit, you will first need to click the collapse icon on the right of the line item to open the work order, then you will be able to click on the Service to open the Visit overlay.
Why are my route sheets blank?
A job must be in dispatch status for it to show on the route sheet. 

 

Accounting

How do I create an Invoice for a Job in the future?

If there is an Estimate for this Job, you can create the Invoice directly from the Estimate. To do this, open the Estimate Overlay. You will see an Invoice option In the middle above the line items.

If there is no Estimate, you will need to create the Invoice manually.

Important: Keep in mind that regardless of which method you use to create the Invoice, the Job will still automatically create an invoice.

Why did the Client's Contract Invoice generate before the start date of the Contract?
The start and end dates of a Contract (or Installment Plan) do not determine when Invoices start and stop generating. As long as the Contract is active and there is an amount for the month, it will continue to generate.
How do I delete a Contract?
Currently, it is not possible to delete a Contract or Installment Plan. You will want to make it inactive instead. 
How do I apply a credit to an Invoice?
First add, save, and close the Credit. Once closed, re-open the credit to see the option to apply it to Invoices.

 

Marketing

How do I check if an email was delivered?

This information is available in two different locations:

  1. Navigate to Marketing > Email Activity > Click on the box labeled Requests > Use the filter at the top to search the Client or email address.
  2. Navigate to the Client Account > Scroll down to the Activity Stream > Locate the email in the activity feed and check just below the "To" field to see an indication of the email's status.
How do I send an automatic email to the Account once a V3 form is filled out?
You will use the Email Notifications portion of the Form Configure step to add this.

 

Estimates

Why is the subtotal at the bottom of the View My Proposal page not updating to reflect the selections on the Estimate?

The "Amount" column on the Estimate Grid is required to properly update the Subtotal on the View My Proposal page.

Why have my Estimate line items disappeared from the Estimate overlay?
This is most likely due to the status filters that show as tabs above the line item section of the Estimate. See the "Estimate Overlay" article for more information on the overlay and scroll to the bottom for information on the status tabs.
Why is the change I made to the Estimate Document not showing on the Estimate I'm currently working on?
You will need to click on Reload button next to the Estimate document dropdown on the Estimate overlay to bring in the changes made to the document.

 

Mobile Apps

How do I fix an incorrect location for a Client?

The map location is determined by the coordinates on file for the Client. You can find these coordinates on the Client page by clicking Edit and going to the Details tab. There is a latitude and longitude field that you can use to enter the correct coordinates and update the map location.

Why does the app say I am out of storage when I try to take a photo?
There is a back-end storage amount set for your company. Increasing this will remove this error message. Please contact our support team to increase your storage. There is no cost for this upgrade.
The Legacy App says that I'm still working on a job from a different date or time. How do I correct this so I can start today's job?
This can be corrected by opening Service Autopilot on the main website and navigating to Accounting > Timesheets. The error will state the Employee(s) and time that you will need to navigate to. Once on the Employee and date of the error, click on the Work Time tab below the Actions dropdown. Locate the time entry that is open-ended and shows as "Working." Click on this entry to add an end time or remove this entry completely. This should remove the error. If the error persists, however, then complete a "Clean" on the app by tapping the header that says "My Schedule" three times. This will open a debug window. Click Clean.

 

Client Portal

How do I tell if my Client has signed up for Autopay?

Currently, there is not a filter or report specifically for this data. You can see if your Client has signed up for Autopay by checking if they have a credit card on file, and if their payment method is set to a credit card type. You can find a more detailed explanation of the Autopay feature in the article "Client Portal - Autopay Explained".

My Client is locked out of the Client Portal. How do we unlock it?
The lockout is temporary and will expire on its own. The Client will need to wait approximately 10 minutes then try again, or use the Forgot Password option to recover their Account.
My Client forgot their username and password. How do we reset it so they can log in?
For the security of their Account, only the Client is able to reset their password. You can provide the username to the client by going to the Client Account in Service Autopilot > click Edit > Select the Details tab. With that username, the Client can then reset their password by going to the login screen of the Client Portal and clicking Forgot my password.

 

Automations

Why is my Client not entering the Automation even though they match all of the triggers?

The primary reason this occurs is because the requirement for the "Automation_Test" tag has not been removed from the triggers. This tag trigger is used for testing. Once the Automation is ready, this trigger can be removed.

Why are emails not sending in an Automation?
Most likely the "Approve Email" option is selected on the email event. This requires the emails to be approved before being sent to the Account.

 

Reports

Where do I find the prebuilt Reports from Service Autopilot?

The prebuilt ("canned") reports can be found under Reports > Report Center > Select the third icon on the left for SA Reports.

What Report will show me a list of completed Services for a specified timeframe?
The Visits report has this information. You can find this report under Reports > Report Center > SA reports (3rd icon on the left) > Scroll down to the last report on the list.
How do I run a Report on revenue?
We have a "Revenue" report section you can access by navigating to Reports > Report Center > SA reports (3rd icon on the left).
You may also want to use the Profit/Loss reports under the "Financial" section.
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