Question 1

How do I add my first customer?

Accepted Answer

Head to Customers > + Add customer. Type the address first and we auto-fill their name, phone, and parcel details when we can find them. Or upload a CSV / QuickBooks export from Settings > Smart Migration to move a whole existing customer list at once.

Question 2

What is Smart Migration?

Accepted Answer

Our AI-powered import wizard. Point it at a folder of files (invoices, work orders, photos, PDFs) or connect QuickBooks, and it extracts customers, properties, service history, and even scanned handwriting into structured records, with no data entry required. Runs from Settings > Smart Migration.

Question 3

How do I invite my office staff and techs?

Accepted Answer

Admin Panel > Members > Invite. Enter their email and pick a role: office roles get the full dashboard, field techs get the mobile Field app. They receive an email invite and are working in about a minute. Seat limits depend on your plan (Starter 2, Growth 5, Pro unlimited).

Question 4

Can customers book service from my own website?

Accepted Answer

Yes, the booking widget. Go to Operations > Booking Widget, customize the services it offers, then copy the embed snippet from the Embed tab onto your website. Requests land in Operations > Booking where you can turn them into scheduled jobs.

Question 5

How do I schedule a job for a specific tech on a specific day?

Accepted Answer

From Dispatch you can drag a pending job onto a tech card, or open Jobs and set Assigned To + Scheduled Date on the job form. The tech sees it in their Field app schedule immediately.

Question 6

What are projects vs jobs?

Accepted Answer

Jobs are single visits. Projects group multiple jobs into a multi-phase install: dig, install tank, backfill, then final inspection, so you can track budget vs actuals, mark the whole project complete, and see progress at a glance. Create one from Operations > Projects.

Question 7

How do estimates work?

Accepted Answer

Build an estimate from Operations > Estimates using your price book, send it to the customer for approval, and once they accept, hit Convert to job (or Convert to invoice) and everything carries over, nothing is retyped.

Question 8

Can I set up recurring service, like a pump-out every 3 years?

Accepted Answer

Yes. Operations > Recurring lets you create a recurrence template per customer: pattern and interval (every N months or years). SepticSync generates the next job automatically and it shows up in your pipeline when it comes due.

Question 9

Does SepticSync plan driving routes for my crew?

Accepted Answer

Yes. Operations > Route takes a day's jobs and returns an ordered stop list with estimated arrival times and drive times between stops. Available on Growth and higher plans.

Question 10

Can I manage service agreements / maintenance contracts?

Accepted Answer

Yes. Operations > Agreements tracks each customer's contract: term, billing schedule, and covered services, so renewals and included visits don't live in a filing cabinet.

Question 11

Can I collect a deposit before starting work?

Accepted Answer

Yes. Invoice the deposit amount and send it. If your QuickBooks company takes online payment, the invoice carries a Pay button that settles into your QuickBooks; otherwise record the check or card yourself. Either way the balance stays open on your side until the rest is paid.

Question 12

How do I offer financing to a customer?

Accepted Answer

Go to Settings > Profile > Customer financing link and paste your Wisetack (or Sunbit, Synchrony, whoever) pre-qualification URL with placeholders for amount/name. Invoices over $250 show an 'Apply for financing' button on the invoice page you share with the customer.

Question 13

How does the county-form finder work?

Accepted Answer

During signup you pick your state + counties. Anything we already hold for them is fillable right away, and in many states that is the whole set, because the state files on statewide forms. For a county we have not built yet, we find which forms it requires and show you the list, then build each one from the health department's own PDF. A person checks every form before it goes live, and we email you the moment yours are ready to fill.

Question 14

My county form isn’t in the library. Can I add it?

Accepted Answer

Yes. County Forms > Upload accepts any PDF. We detect the fields and turn it into an autofill template, same as the ones the finder discovers, so a form we've never seen becomes fill-in-one-click for every future job.

Question 15

How does form autofill actually fill a form?

Accepted Answer

Open a template from your County Forms library (or straight from a job) and SepticSync pre-fills it from the records you already have: customer, property, parcel, tank details, and the job itself. Review, tweak anything, then download the finished PDF or file it to the town electronically.

Question 16

How do I keep track of what’s due for inspection or pumping?

Accepted Answer

The Compliance dashboard watches your whole customer base and surfaces what's coming due and what's overdue, so nothing slips. Pair it with recurring service templates and the next job gets created automatically when it's time.

Question 17

How do signatures work on county forms?

Accepted Answer

Three steps, no printer. The tech signs on screen (finger or mouse), then hits Send to Customer, and the customer gets a link where they review the filled form and sign from their own phone. Once both signatures are on, Submit to Municipality files it with the health department. A signature can be cleared and re-signed any time before submission.

Question 18

Which states and counties do you cover?

Accepted Answer

The forms directory lists every state, county and form we hold, with an honest status on each: ready to fill, being added, or known but no PDF yet. Coverage grows constantly, and adding your counties at signup is what queues anything missing.

Question 19

How does a form actually get to the health department?

Accepted Answer

From the form's page, Submit to Municipality emails the finished PDF to the department's filing address and records the submission as a permit on your side. You can set or correct the destination address under Settings > Submission Contacts, and a per-send test option lets you email it to yourself first to see exactly what the county receives.

Question 20

What plans do you offer?

Accepted Answer

Four plans: Starter ($125/mo, 2 users, core ops), Growth ($349/mo, 5 users, QuickBooks + route planner), Pro ($599/mo, unlimited users, everything), Municipality ($999/mo for health departments). See /pricing for the full comparison.

Question 21

How does the free trial work, and what happens on day 15?

Accepted Answer

You sign up with no card and get the whole product for 14 days. On day 15 nothing is charged and nothing is deleted: your account moves to the free plan, where you can still fill county forms, download them and file them yourself, three a month. Pick a plan whenever you want scheduling, invoicing, QuickBooks and filing straight to the county.

Question 22

How do I upgrade or downgrade my plan?

Accepted Answer

Admin Panel > Billing, then click the plan you want. That takes you straight to Stripe's confirmation screen showing the exact proration for the switch. Upgrades take effect immediately; downgrades take effect at the end of your current billing period.

Question 23

How do I cancel?

Accepted Answer

Admin Panel > Billing > Manage billing + payment method > Cancel plan. You keep access through the end of the billing period. Your data stays intact for 90 days after cancellation in case you come back.

Question 24

What syncs between SepticSync and QuickBooks?

Accepted Answer

Two-way: customers, invoices, payments, and price-book items. When you record a payment in SepticSync it lands in QuickBooks within a minute; when you push an invoice from QuickBooks it lands here. QuickBooks integration requires the Growth plan or higher.

Question 25

Do I need QuickBooks Online or Desktop?

Accepted Answer

QuickBooks Online. Desktop is not supported.

Question 26

What happens if I disconnect QuickBooks?

Accepted Answer

Nothing gets deleted on either side. Sync just stops until you reconnect. QuickBooks-sourced service records stay tagged as such so you can see the provenance in customer histories.

Question 27

How do towns receive filings from providers?

Accepted Answer

Any provider who submits a form or compliance report through SepticSync automatically routes it to the matching town's Filings Inbox based on county + municipality match. If you're a health department that just signed up, set your county + municipality in Settings so incoming filings find you.

Question 28

Can we approve or reject filings inside SepticSync?

Accepted Answer

Yes. Each incoming filing has Approve / Reject buttons. Reject with a required reason and the provider sees it on their side and can resubmit.

Question 29

How do I use the mobile app?

Accepted Answer

On Android, install SepticSync from Google Play. On iPhone, open /field in Safari and Add to Home Screen for the same experience while our App Store app is in review. Techs get their schedule, site visits, photos and GPS. The app needs a signal to load the day and save work; GPS positions recorded while out of service upload on their own once you are back in range.

Question 30

Why isn’t my location showing on Dispatch?

Accepted Answer

Location tracking runs from the /field app's service worker. If you haven't opened /field on this phone recently, your last known location is stale. Open /field once with location permission enabled, and dispatchers will see live pings within 15 seconds. Or from Dispatch, hit 'Use my location' to push a fresh point manually.

Question 31

Where can homeowners see their septic history?

Accepted Answer

If your septic provider uses SepticSync, they can send you a personalized portal link. From that portal you see every service visit, upcoming pumping due date, and can request another service in one click. No account signup needed. The link IS the login.

Question 32

Can I use SepticSync as a homeowner directly?

Accepted Answer

Not yet. The homeowner portal is a feature of your provider's subscription, so ask them if they use SepticSync. A direct homeowner plan is on our roadmap; drop us a note at hello@septicsync.net and we'll let you know.

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