Troubleshooting

Check these in order:

1. Are you using the right Google account? Service Invoice Pro uses Google sign-in only. If you have multiple Google accounts, make sure you’re signing in with the same one you used to create your account.

2. Is your account disabled? If you see “Your account has been disabled,” contact support at support@serviceinvoicepro.com.

3. Are you stuck in a redirect loop? Try these steps:

   • Clear your browser cookies for the Service Invoice Pro domain
   • Try signing in using an incognito/private browser window
   • Try a different browser

4. Are you being redirected back to the login page? Your session may have expired. Close all browser tabs, clear cookies, and sign in again.

Still stuck? Contact support.

Check these in order:

1. Does the customer have an email address? Go to the customer’s detail page and verify their email is filled in. Customers without an email won’t appear in the email dropdown.

2. Is the customer unsubscribed? If the customer previously clicked the unsubscribe link in an email, they won’t receive further emails. You can still share invoices via link.

3. Does your account meet sending requirements? Your account must be at least 7 days old OR have 3 or more invoices created. This is a spam prevention measure for new accounts.

4. Have you hit rate limits? Email sending is limited to:

   • 20 emails per day (resets at midnight UTC)
   • 5 emails per hour

   The email dialog shows how many emails you have remaining.

5. Do you have a Pro subscription? Email sending requires a Pro plan. See Free vs Pro for plan details.

If none of these apply, contact support.

See Sending Invoices for full details.

The same email requirements apply to estimates as invoices. Check these in order:

1. Does the customer have an email address? Go to the customer’s detail page and verify their email is filled in.

2. Is the customer unsubscribed? Unsubscribed customers won’t receive emails. You can still share estimates via link.

3. Does your account meet sending requirements? Your account must be at least 7 days old OR have 3 or more invoices/estimates created.

4. Have you hit rate limits? Email sending is limited to 20 emails per day and 5 per hour.

5. Do you have a Pro subscription? Sending estimates requires a Pro plan.

If none of these apply, contact support.

See Sending Estimates for full details.

Check these in order:

1. Is the estimate status “Sent”? Customers can only accept or decline estimates with Sent status. If the estimate is still in Draft, share it first to change the status.

2. Has the estimate expired? If you set an expiry date and it has passed, the customer can no longer accept or decline. You can create a new estimate or update the expiry date.

3. Was the link revoked? If you revoked portal access from the Share dialog, the customer’s link no longer works. Generate a new link and share it again.

Still stuck? Contact support.

See Customer Approval Portal for details.

Check these in order:

1. Is the estimate status correct? You can only convert estimates with Accepted or Sent status. Draft, rejected, expired, and already-converted estimates can’t be converted.

2. Do you have a Pro subscription? Converting estimates to invoices is a Pro-only feature.

3. Has the estimate already been converted? Each estimate can only be converted once. Check if the estimate status is already Converted — if so, look for the linked invoice on the estimate detail page.

Still stuck? Contact support.

See Converting to Invoices for details.

Check these in order:

1. Is your setup marked as “Setup Incomplete”? Go to Settings > Payments. If you see a yellow “Complete Your Stripe Setup” banner, click Complete Setup to finish providing information to Stripe.

2. Is identity verification still pending? Stripe may need 1-2 business days to verify your identity. Check back later or log in to your Stripe Dashboard  to see the status.

3. Is bank account information missing? Stripe requires a bank account for payouts. Log in to your Stripe Dashboard and check for any pending requirements.

4. Are you on the Pro plan? Online payments require a Pro subscription. If you’re on the Free plan, the Payments settings page will show an upgrade prompt.

5. Are you the account owner? Only the account owner can connect Stripe. Team members don’t have access to payment settings.

Still stuck? Contact support.

See Stripe Connect Setup for the full setup guide.

Check these in order:

1. Was this an ACH (bank transfer) payment? ACH payments take 3-5 business days to clear. The invoice won’t be marked as paid until Stripe confirms the funds have cleared.

2. Check your Stripe Dashboard. Log in to Stripe  and look for the payment. It may be processing or require action.

3. Did the customer complete checkout? If the customer started the payment but didn’t finish, the payment won’t be recorded. Ask them to try again via the portal link.

4. Mark it manually as a fallback. If you’ve confirmed payment through other means, you can mark the invoice as paid manually. Choose the appropriate payment method and add a note for your records.

Still stuck? Contact support.

Check these in order:

1. Are reminders enabled? Go to Settings > Payment Reminders and make sure the toggle is turned on.

2. Is the invoice status “Sent”? Reminders only go out for invoices with Sent status. Draft and Paid invoices don’t receive reminders.

3. Is the invoice past its due date? Reminders only trigger after the due date has passed. The first reminder is sent based on the “Days after due date” setting (default: 3 days).

4. Has the maximum reminder count been reached? Each invoice has a limit on how many reminders it receives (default: 3). Once reached, no more reminders are sent.

5. Has the customer unsubscribed? Reminders respect customer email preferences. If the customer has unsubscribed, they won’t receive reminders.

6. Do you have a Pro subscription? Payment reminders are a Pro-only feature.

Still stuck? Contact support.

Check these in order:

1. Is the template enabled? Open the recurring invoice template and check that the enable toggle is turned on.

2. Has the start date arrived? Invoices won’t generate until the start date you configured.

3. Has the end date passed? If you set an end date and it’s in the past, no more invoices will be generated.

4. Is the next scheduled date in the future? Check the “Next invoice” date on the template detail page. If it’s in the future, the next invoice will be generated on that date.

5. Is auto-send configured correctly? If auto-send is on, the generated invoice will be emailed automatically. If it’s off, invoices are created as drafts for you to review.

6. Do you have a Pro subscription? Recurring invoices are a Pro-only feature.

Still stuck? Contact support.

Check these in order:

1. Is the customer using the correct link? Portal links are unique per invoice. Make sure they’re using the link for the right invoice.

2. Has the link been revoked? If you clicked Revoke Access or generated a New Link, the old link no longer works. Share the current link with the customer.

3. No login is needed for invoice share links. If they’re being asked to log in, they are likely on the full Client Portal login page instead of the invoice link.

4. Check the link format. The link should go directly to the invoice portal page. Make sure it wasn’t truncated in a text message or email.

Still stuck? Contact support.

See Customer Portal for invoice-link details and Client Portal for the full login portal.

Check these in order:

1. Is sync enabled? Go to Settings > Integrations > QuickBooks > Sync Settings and make sure the master Enable Sync toggle is on.

2. Is the specific entity toggle on? Each data type (customers, invoices, payments, service items, timesheets) has its own toggle. Make sure the one you need is enabled.

3. Is the connection healthy? Check the Connection tab — the indicator next to your company name should be green. If it’s red, try disconnecting and reconnecting.

4. Check the sync log for errors. Go to the Manual Sync tab and scroll down to the sync log. Look for red error entries that explain what went wrong.

5. For timesheets specifically: Verify that QuickBooks Payroll is enabled in your QB account, the team member is mapped to a QB employee, and the timesheet is approved.

6. Try a manual push. Go to Manual Sync and click the push button for the data type that isn’t syncing.

Still stuck? Contact support.

See Sync Settings for the full guide.

Common errors and what they mean:

• “Customer not found” — The customer was deleted in SIP after a sync was attempted. Safe to ignore.
• “Stale object” — The record in QB was modified by someone else while syncing. This is auto-retried and usually resolves on its own.
• “Rate limited” — Too many API calls to QuickBooks at once. Auto-retried after a short delay.
• “Invoice sync permanently failed — payment cannot be synced” — The invoice for this payment failed to sync. Fix the invoice sync error first, and the payment will follow.
• “Waiting for invoice sync” — The payment is queued until its invoice syncs to QB. This resolves automatically once the invoice syncs.
• “Employee not mapped” — The team member isn’t linked to a QB employee. Set up the mapping in Employee Mapping.

Failed syncs are automatically retried up to 2 times. If an error still appears after retries, check the Manual Sync tab for “Unresolved Errors.”

See Manual Sync & Sync Log for details.

Check these in order:

1. Tokens may have expired. QuickBooks access tokens expire periodically. Try disconnecting and reconnecting to refresh them.

2. Was the connecting user deactivated? If the account owner who connected QuickBooks was deactivated, syncing pauses. An active owner needs to reconnect.

3. Check the health indicator. Go to Settings > Integrations > QuickBooks — the indicator next to your company name should be green. Red means the connection needs to be refreshed.

Still stuck? Contact support.

See Connecting to QuickBooks for the full guide.

This is expected behavior. When you connect a different QuickBooks company, Service Invoice Pro automatically:

• Clears all QuickBooks link IDs from your records
• Deletes employee mappings and payment method mappings
• Resets sync error states

You’ll see a notification: “You connected a different QuickBooks company.”

What to do next:

1. Re-configure Account Mapping for the new company
2. Re-configure Employee Mapping if you use timesheet sync
3. Review Payment Method Mapping — defaults are re-created automatically
4. Optionally import data from the new company

See Connecting to QuickBooks for details on company switching.

Check these in order:

1. Is the entry approved? Only approved timesheet entries sync to QuickBooks. Draft and submitted entries are not pushed.

2. Is the team member mapped to a QB employee? Go to Settings > Integrations > QuickBooks > Employee Mapping and verify the team member has a QuickBooks employee selected. Unmapped members show an “Employee Not Mapped” badge on their entries.

3. Is QuickBooks Payroll enabled? Timesheet sync requires QuickBooks Payroll to be active on your QB account. Without it, time activities can’t be created.

4. Is timesheet sync enabled? Go to Settings > Integrations > QuickBooks > Sync Settings and make sure the Timesheets toggle is on.

5. Check the sync log. Go to the Manual Sync tab and look for error entries related to timesheets.

Still stuck? Contact support.

See Syncing Timesheets to QuickBooks for the full guide.

Check these in order:

1. Understand the rules. Overtime is calculated as hours exceeding 8 hours in a single day (daily overtime) or 40 hours in a week (weekly overtime). Hours must exceed the threshold — exactly 8 hours is not overtime.

2. Check the entry types. All entry types (Job Time, Travel, Admin/Office, Training, Shop/Yard, Other) count toward overtime totals.

3. Check the date range. Weekly overtime is calculated Sunday through Saturday. Make sure you’re viewing the correct week.

4. Are hourly rates set? Overtime cost calculations use 1.5x the team member’s hourly rate. If no rate is set, costs won’t calculate.

See Overtime Tracking for details.

The GPS fleet map shows the last known location of equipment based on team member location sharing. It is not passive GPS tracking on the equipment itself.

Check these in order:

1. Is location sharing enabled? Team members carrying the equipment must have location sharing turned on in their mobile device settings.

2. Is the team member actively sharing? Locations only update when team members with the equipment have location sharing active. If they’ve turned it off, the location goes stale.

3. Has the equipment been checked out? The map shows locations for equipment that is currently checked out to a team member. Equipment sitting in the shop won’t have a location.

See Equipment Reports for more on the fleet map.

Check these in order:

1. Is the purchase date correct? Depreciation is prorated for the first year based on the purchase date. An incorrect date will throw off calculations.

2. Is the purchase price correct? The original purchase price is the basis for all depreciation calculations.

3. Which method is being used? Service Invoice Pro supports straight-line depreciation and custom rate depreciation. Make sure the correct method is selected on the equipment profile.

4. First-year prorating. If equipment was purchased mid-year, the first year’s depreciation is prorated based on how many months you owned it that year.

See Equipment Reports for depreciation details.

Check these in order:

1. Is the recurring toggle on? Open the task and verify the Recurring toggle is enabled.

2. Is the frequency set correctly? Check that the correct frequency is selected (daily, weekly, biweekly, monthly, quarterly).

3. Was the original task deleted? If the recurring task template was deleted, no new occurrences will be generated.

See Recurring Tasks for setup details.

Check these in order:

1. Check your connection. Photo uploads require an internet connection. If you’re on-site with poor connectivity, the upload may fail silently.

2. Check file size. Very large photos may fail to upload. Try taking the photo at a lower resolution.

3. Check browser permissions. The checklist needs camera/photo access. Make sure your browser has permission to access the camera or photo library on your device.

4. Try a different browser. If uploads consistently fail, try using a different mobile browser.

Still stuck? Contact support.

Check these in order:

1. Branding shows old logo or colors? When an invoice is sent, a branding snapshot is captured. If you updated your branding after sending, the PDF will still show the old branding. This is by design — it ensures consistency for the customer. New invoices will use your updated branding.

2. “Powered by Zentive” appears on the PDF? This badge appears on all invoices for Free plan accounts. Upgrade to Pro to remove it.

3. Business info is wrong or missing? Like branding, business info is snapshotted when the invoice is sent. Update your Business Info and the changes will appear on future invoices.

4. PDF won’t download? Try a different browser or clear your browser cache. If the issue persists, try downloading from the invoice detail page rather than the portal.

Still stuck? Contact support.