Questions and fixes
The things that trip people up, and what to do.
Signing in
"There's already a login for this email"
You've started signing up before. If you never confirmed it, use Forgot your password? on the sign-in page and we'll email you a new link.
"That link has expired"
Confirmation links last 24 hours, and password links 30 minutes. Go to the sign-in page and use Forgot your password?.
The 6-digit code won't work
Use the code showing now, as they change every 30 seconds. If they keep failing, check your phone's date and time are set automatically: the codes depend on it.
I've lost my phone
See A new phone, or a lost one.
I've been signed out
The web app signs you out after an hour without using it. See Staying signed in.
"You're not on that team any more"
The owner has taken you off that business's team. If that's a mistake, ask them to invite you again, with the same email. Your old work is still there.
"This is for the people who run the business"
The web app's for the owner and the office. If you're on the tools, your jobs are in the phone app.
Quotes and invoices
Send won't let me
The draft says why, at the top. Most often it's a line with no price, or your ABN missing: add it in Settings → Tax.
A price is wrong on a quote
Foreman prices from your Settings → Rates and price list. Change it for this quote on the line, then fix the rate or price list so the next one's right.
My customer can't find the email
Ask them to check their junk folder, or text the link instead. On the send page, check the address is right.
The text didn't go
Texts go to Australian mobiles only (04…), so check the number. A job's page shows each text and how it went: "Sent", "Trying again", or "Didn't go".
A variation isn't on the invoice
Only signed variations go on. Have the customer sign on the job card. Signed after the invoice went? The job's page says so: add it to another invoice.
An invoice says "Changed in Xero"
Someone changed it in Xero after TradeMate sent it. Open it, and choose which to keep.
Foreman
The briefing's empty, or the numbers look wrong
Foreman works from what he can see. Connect Xero for your bank and bills, and keep your jobs and invoices in TradeMate. If you've just connected, give the first sync a few minutes.
A decision keeps coming back
Press Noted if you've got it. It comes back if things change, such as the amount owed. Dealing with the cause clears it for good.
Foreman isn't answering
He sometimes takes a few seconds. If he's unavailable, try again shortly. Everything else in TradeMate keeps working without him.
Jobs and the phone
A job's in the wrong place, or I can't see it
People on the tools only see jobs they're on. Give them the job in Operations.
Changes on the job card haven't shown up
They're saved on the phone till there's signal. Check the cloud icon at the top of the card. Open the app somewhere with signal and they'll go.
Voice isn't working
Allow the microphone and speech recognition for TradeMate in your phone's settings. You can always type instead.
Running late isn't offering to text
It needs a job with a start time, Running late on in the app's Settings, and location set to "Always" for TradeMate.
Automations
An automation didn't do anything
Open it and look at What it's done, which says why each run stopped. It only starts for things that happen after it's switched on, and a text doesn't go if the customer has no mobile.
A text says it isn't needed any more
That's right: the invoice was paid, the job was cancelled, or something's changed since it was written.
Still stuck?
Email support@dev.camlester.com, and tell us your business's name and what you were trying to do.