Field Promax

Common Issues

Encountering a problem with FieldPromax? This page covers the most commonly reported issues and their solutions. Work through the steps below before contacting support.

Login Issues

Forgot Password

  1. On the login page, click Forgot password?.
  2. Enter the Email Address you sign in with.
  3. Click Send Password.
  4. Check your inbox (and spam/junk folder) for the email from FieldPromax.
  5. Log in with the password in that email.

Result: FieldPromax emails you your current password. It does not send a reset link.

Account Locked

After five wrong passwords in a row, FieldPromax locks the account and shows "Your account has been locked due to invalid login attempts. Please check your mailbox to unlock." It also emails you an unlock link.

  1. Open the unlock email from FieldPromax (check spam/junk too).
  2. Click the unlock link.
  3. Log in again. If you are unsure of the password, use Forgot password? first.

QuickBooks Sync Errors

If sending to QuickBooks Online stops working or shows errors, reconnect it:

  1. Navigate to Settings → Integrations → QuickBooks Online.
  2. Click Disconnect, then confirm.
  3. Click Connect.
  4. Sign in to QuickBooks when prompted and grant the permissions it asks for.
  5. Send one invoice to QuickBooks again to confirm the connection works.

Common causes are an expired QuickBooks sign-in, changed QuickBooks permissions, or duplicate records. Only one accounting integration (QuickBooks Online, QuickBooks Desktop or Xero) can be connected at a time. See the Integrations tour for more.

QuickBooks Invoice Numbers Not Generating

You may see this during a Send to QuickBooks operation when QuickBooks Online does not generate an invoice number for the invoice you pushed across.

The cause is the Custom Transaction Numbers setting in QuickBooks. When it is on, QuickBooks expects you to supply each invoice number by hand, so it will not create one automatically. Turning it off lets QuickBooks number the invoice itself, which is what FieldPromax expects.

  1. Log in to QuickBooks Online as a QuickBooks administrator.
  2. Open Company Settings (called Account Settings in some versions).
  3. Go to the Sales section.
  4. Find Custom Transaction Numbers and switch it Off.
  5. Save the setting, then return to FieldPromax and run Send to QuickBooks again.

Result: The invoice arrives in QuickBooks with an auto-generated invoice number.

Only QuickBooks administrators can change this setting. Your FieldPromax work order number appears in the Memo field of the invoice QuickBooks creates, so you can always trace an invoice back to its work order.

Payment Processing Failures

Stripe Connection Issues

If Stripe payments are not processing:

  1. Navigate to Settings → Integrations → Stripe.
  2. Check that the page says Connected to Stripe.
  3. If it does not, click Connect Your Stripe Account and finish the sign-in. If it is connected but payments still fail, click Disconnect Stripe Account and connect again.
  4. Check your 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 Field Promax Plus app in the device's settings.
  • Grant the location permission the app requests at login — on Android, allow background location when prompted so tracking continues between jobs.
  • Verify the device has an active internet connection (Wi-Fi or cellular data).
  • Restart the app and check again.

App Not Syncing

The app keeps working without signal. Changes made offline are saved on the phone ("Saved locally. Will sync when online.") and a badge in the top bar counts the edits waiting to sync.

  • Check the device's internet connection (switch between Wi-Fi and cellular data to test). Waiting edits send themselves once the phone is back online.
  • If the app says some edits failed, open the sync badge and choose Retry failed edit(s).
  • If it says "Session expired. Please log in to sync your changes.", log in again and the waiting edits sync.
  • Make sure the app is updated to the latest version from the App Store or Google Play.
  • Let waiting edits finish syncing before you log out or reinstall the app.

See Working Offline on Mobile for the whole flow.

Mobile Login Problems

  • Enter your email address in Username, exactly as it appears in your welcome email, then tap Authenticate Me.
  • Tap Forgot password? on the login screen to have your password emailed to you.
  • If login keeps failing, check whether your account is locked (see Account Locked above).

SMS Not Sending

If text messages are not reaching customers or service providers:

  1. Navigate to Settings → Company → Text Messages.
  2. Check that Text Message Notification Service is on.
  3. Check that the right switch is on for who should get the text: Notify Service Provider By Text Message or Notify Customer By Text Message.
  4. Check that the recipient's mobile number is complete and correct.
  5. Ask whether the recipient replied STOP to an earlier text. That opts them out, and FieldPromax emails your company when it happens. They can text START to receive texts again.
  6. 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 approve an estimate you sent:

  1. Confirm the estimate was sent with Send For Approval — by email, by text, or by sharing the Online approval link.
  2. If it went by email, check that your Work Email is set up under Settings → Integrations → Email Setup; without it the email cannot be sent.
  3. Ask the customer to open the link — approval happens on the estimate page the link opens, under Review & Approve, not in the message itself.
  4. Tell the customer to type their name: Approve Estimate stays greyed out until they do.
  5. Check whether the estimate is already approved — an approved estimate shows Estimate Approved and who approved it instead of the button.
  6. If the estimate changed since sending, send it again so the customer sees the current version.

Service Agreement Visits Not Becoming Work Orders

Field Promax turns agreement visits into work orders each night. If a visit is still waiting:

  1. Confirm the agreement is signed — visits only exist once the customer signs.
  2. Navigate to More Tools → Service Agreements → Settings and check that Create work orders automatically is on, and how many days ahead How far ahead is set to.
  3. Open Visits Due and look at the Skipped tab. A visit is skipped when the customer has no earlier work order to copy from.
  4. For a skipped visit, create the work order yourself, then use Link work order on the visit.
  5. To run it now instead of waiting for the night, use Actions → Update visits & work orders on Visits Due.

See the Visits Due tour for the whole flow.

Still stuck? Contact FieldPromax support for help:

  • Email: info@fieldpromax.com
  • Phone: +1 (888) 249-9201

Next Steps