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Troubleshooting

Fixes for the most common problems, from missing emails and empty field apps to layouts that won't send and missing Pay buttons.

Find your problem below. Most of them come down to a missing email address, a crew assignment, a plan feature or a setting.

Signing in

I never got the email to set my password

  1. Check your spam or junk folder for an email from SlabBoard.
  2. Still nothing? Go to the office app sign-in page and click Forgot password?. Enter your email to get a new link. This works for field crews too.

Good to know: The field app sign-in page has no Forgot password? link. Crews reset their password from the office app sign-in page, then sign in to the field app as usual.

"Your login isn't linked to a shop"

Your login works, but no shop has you as an active member. Ask your shop owner to open Settings → Team and either Reactivate you or invite you with Invite member. See Team members and roles.

My templater signs in and sees the office app

The office app and the field app have different addresses. Crews should sign in at your field app address: the same address with /field in place of /app. Then tap Install app so it opens from the home screen.

Field app

The field app is empty, or a job is missing

The field app only shows a templater or installer:

  • visits for crews they're a member of, and
  • jobs with a visit for their crew from today onward.

To fix it:

  1. In Schedule → Crews, edit the crew and add the person under Members.
  2. Make sure the appointment has that Crew assigned (not "Unassigned").

Good to know: After the last visit for their crew, a job drops off that person's Jobs list. Owner, Admin and Office see all open jobs.

Start, Visit done or Customer sign-off is missing

These buttons only show on the day of the visit, for the crew on that appointment.

  • Start needs a visit that is Scheduled or Confirmed.
  • Customer sign-off only shows when today's visit is an Install.
  • If the visit is on the wrong day, check the Timezone in Company settings. "Today" follows the shop's timezone.

My installer can't see prices, or the check amount isn't filled in

That's on purpose. Templaters, installers and fabricators don't see prices unless the Owner turns on Company settings → Team access → Show job prices to the field crew. With it off, the installer types the amount written on the check.

Crew notes aren't translated to English

Translation needs the Pro or Premium plan and the AI assistant turned on. Check Settings → Integrations: the AI assistant (Claude) card should say Connected. To try again on one note, use Translate again on the job's field notes.

The layout approval didn't send

If the customer has no email address, SlabBoard shows The customer has no email address and doesn't send anything. The layout isn't saved either.

  1. Open the customer and add their email.
  2. Go back to the slab layout and click Send for approval again.

The same applies to change orders and the Send reminder button on appointments: they need an email on the customer.

Important: If a customer asked for changes on a layout, make the changes in the slab layout and send it again. Re-sending the old one from the Layout approval tab gives the customer a link they can't answer.

My customer didn't get an email

  1. Check the email address on the customer, or in the Email box when you sent a quote or invoice.
  2. Ask the customer to check spam or junk.
  3. Send it again (Resend on a quote, Send on an invoice).

Tip: Set your Email in Company settings. Customer emails use it as the reply-to address, so replies reach you.

The customer can only sign while the quote is Sent or Viewed and before its valid-until date.

  • If it's past the date: edit the quote and change the valid-until date. The same link works again; no need to resend.
  • If it's still a Draft: send it first.

Layout approval links expire after 60 days. Send the layout for approval again to get a new link.

The customer's signature disappeared

Turning the phone sideways clears the signature box. Ask the customer to hold the phone one way and sign again.

The customer didn't get a text reminder

Text reminders need all of these:

  • The Pro or Premium plan.
  • Twilio SMS showing Connected in Settings → Integrations.
  • A phone number on the customer.

Texts go out once a day, in the evening, for the next day's visits, and only once per appointment. The Send reminder button sends an email only.

The customer didn't get the Google review request

It's only sent when the office marks the job completed, and only if the customer has an email. A job finished with Customer sign-off in the field app doesn't send it. Use Ask for Google review on the job.

Money

The invoice has no Pay button

Online payment shows only when your plan has online payments (Pro or Premium), your Stripe account in Settings → Online payments is Active, and the invoice has at least $0.50 left to pay. Customers always pay the full balance online. See Online payments.

A menu item is missing

Either your plan doesn't include it, or your role can't see it. For example, Sales users don't see Payments or Checks, and Reports need Premium and the Owner or Admin role. See Team members and roles and Plans and billing.

There's no Slab layout button

Slab layout needs the Pro or Premium plan and a saved drawing with pieces. Draw the job first. See Draw the job.

Still stuck?

Email [email protected] with your shop name, what you clicked and what you saw.

Still stuck?

Write to us and a real person will answer. [email protected]