Common Issues

Encountering a problem with FieldPromax? This page covers the most commonly reported issues and their solutions. Work through the troubleshooting steps below before contacting support. If your issue is not listed here, reach out to the FieldPromax support team for personalized assistance.

Login Issues

Forgot Password

1. On the login page, click Forgot Password.
2. Enter the email address associated with your FieldPromax account.
3. Check your inbox (and spam/junk folder) for the password reset email.
4. Click the reset link in the email and create a new password.
5. Log in with your new password.

Account Locked

After multiple failed login attempts, your account may be temporarily locked for security purposes. Wait 15 to 30 minutes and try again, or contact your administrator to unlock your account. If you are the account owner, contact FieldPromax support.

QuickBooks Sync Errors

If your QuickBooks integration stops syncing or shows errors:

1. Navigate to Settings → Integrations → QuickBooks.
2. Click Disconnect to remove the current connection.
3. Wait a few seconds, then click Connect to QuickBooks to re-establish the connection.
4. Sign in to your QuickBooks account when prompted and grant the required permissions.
5. After reconnecting, run a manual sync to verify data is flowing correctly.

Common causes of sync errors include expired authentication tokens, changed QuickBooks permissions, or duplicate records. See QuickBooks Online or QuickBooks Desktop for detailed integration guidance.

Payment Processing Failures

Stripe Connection Issues

If Stripe payments are not processing:

1. Navigate to Settings → Integrations → Stripe.
2. Verify your Stripe account is connected and in good standing.
3. If the connection appears broken, disconnect and reconnect your Stripe account.
4. Check your Stripe dashboard at stripe.com for any account-level issues or verification requirements.

Card Declined

When a customer's payment is declined:

• Ask the customer to verify their card details (number, expiration, CVV).
• Suggest the customer contact their bank to authorize the transaction.
• Try processing the payment with a different card.
• Check that the payment amount does not exceed the card's daily limit.

Mobile App Issues

GPS Not Tracking

• Ensure Location Services are enabled for the FieldPromax app in the device's settings.
• Set the location permission to Always Allow (not "Only While Using").
• Verify the device has an active internet connection (Wi-Fi or cellular data).
• Restart the app and check again.

App Not Syncing

• Check the device's internet connection (switch between Wi-Fi and cellular data to test).
• Force-close the app and reopen it.
• Make sure the app is updated to the latest version from the App Store or Google Play.
• Log out of the app and log back in.

Mobile Login Problems

• Verify you are using the correct email address and password.
• Try resetting your password from the web application first, then log in on the mobile app with the new password.
• Clear the app cache or reinstall the app if login continues to fail.

SMS Not Sending

If SMS notifications are not being delivered to customers or service providers:

1. Navigate to Settings → Text Message Settings and verify that SMS is enabled.
2. Check that the recipient's phone number is in the correct format, including the country code (for example, +1 for the United States).
3. Verify that your account has SMS credits remaining (if applicable).
4. Confirm the recipient has not opted out of SMS messages.
5. Test by sending a notification to your own phone number to isolate the issue.

Estimates Not Showing Approval Button

If customers report that they cannot see the approval button on estimates you send:

1. Navigate to Settings → Estimate Settings.
2. Verify that the Allow Customer Approval option is enabled.
3. Check that the estimate was sent (not just saved as a draft).
4. Ask the customer to check the email link — the approval button appears when viewing the estimate through the link, not in the email body itself.
5. Ensure the estimate status is Sent or Pending Approval, not already approved or declined.

Next Steps

• Tips & Best Practices — optimize your workflow to prevent common issues
• Text Message Settings — configure SMS delivery
• Estimate Settings — configure estimate approval options
• Stripe Payments — troubleshoot payment integration