Client FAQ
Why is the delete button greyed out on a client?
Section titled “Why is the delete button greyed out on a client?”Because they have work against them. Jobs, tasks and quotes all block deletion, and every one of them has to go before the client can. That is almost always the wrong trade — see deleting a client, and set them Inactive instead.
A client has disappeared from the list. Where did they go?
Section titled “A client has disappeared from the list. Where did they go?”They were almost certainly made inactive. Tick Show Inactive Clients above the list to bring them back into view. Nothing is lost when a client goes inactive — the record, the history and the money are all still there. See active and inactive.
Should this be a site or a contact?
Section titled “Should this be a site or a contact?”A different place is a Project/Site. A different person at the same place is a Contact. A client with one office and three staff needs one site and three contacts; a property fund with forty buildings and one facilities manager needs forty sites and one contact. See sites and contacts.
Why can’t I un-tick Default Project/Site?
Section titled “Why can’t I un-tick Default Project/Site?”Because you switch defaults by promoting, not demoting. The tickbox is greyed out on the site that is already the default and editable on the ones that are not — so set a different site as default and the old one steps down. A default site also cannot be deleted until something else takes over.
Why can’t I delete the Self contact?
Section titled “Why can’t I delete the Self contact?”Every client keeps one. Self is the client’s own record standing in as a contact, so there is always somebody to address work to. Add the real people alongside it rather than replacing it.
The outstanding balance is negative. Is that a mistake?
Section titled “The outstanding balance is negative. Is that a mistake?”No — a negative balance means the client is in credit. They have paid you more than you have billed them. Usually that is an advance sitting unapplied, or a credit note. The payment ledger shows which, because every movement is on it with the running balance beside it.
Total invoiced and amount paid don’t match what my accounts show. Why?
Section titled “Total invoiced and amount paid don’t match what my accounts show. Why?”Check the Status column on the payment ledger first. Rows that have not reached your accounting package are marked as not synced, and a ledger that is right here and wrong there is usually a sync that has not run rather than a missing payment.
A tab on the client record is empty. Is something broken?
Section titled “A tab on the client record is empty. Is something broken?”No. Every tab is filtered to this client, so an empty one means this client has nothing of that kind. Data Not Found on Request History is common and normal — work booked straight in by your office is a job from the start and never passes through a request.
How do I give a client access to their own jobs?
Section titled “How do I give a client access to their own jobs?”Tick Customer Portal Login on the contact who should have it — it is set per person, so you can give the facilities manager a login and leave the accounts clerk without one. See sites and contacts. What they see once they are in is set centrally, in customer portal settings.
Why is a fieldworker turning up at the wrong place?
Section titled “Why is a fieldworker turning up at the wrong place?”Check the Latitude and Longitude on the client’s Overview tab. They are resolved from the address when it is entered, and an address the app could not place properly gives a pin that is somewhere near but not right. View On Map shows you where it thinks the client is; fix the address in Edit Client to move it.
An invoice is unpaid — has the client even seen it?
Section titled “An invoice is unpaid — has the client even seen it?”Those are two different problems. The Invoice Sent column on the client’s Invoice tab tells you whether it ever left the building. An invoice that exists in the app and was never sent is a much easier fix than one that was sent and ignored. See sending an invoice.
We keep doing work for a client whose contract expired. Does that matter?
Section titled “We keep doing work for a client whose contract expired. Does that matter?”It matters commercially, not technically — the work still runs. An expired agreement shows as Expired on the client’s Contract History, and reading down the End Date column is the quickest way to find renewal conversations nobody has had.