Troubleshooting
Troubleshooting
Find fixes for common Pool Runs issues — customers, routes, work orders, billing, and the field tech mobile app.
Troubleshooting
When something is not behaving the way you expect — a customer is missing from a route, an invoice will not send, the mobile app is showing yesterday's stops — start here. This section is organized by where you are working when the problem shows up.
Find Your Issue
| If the problem is with… | Start here |
|---|---|
| A customer record, properties, or bodies of water | Customer Management |
| A route assignment, generated stops, or the route builder | Scheduling & Routes |
| A work order — assignment, completion, or invoicing | Work Orders |
| Quotes, invoices, payments, or QuickBooks sync | Billing |
| The mobile app, login, or what techs see in the field | See "Mobile App" below |
Areas Covered
- Common Issues — A categorized index of the most-reported problems with quick fixes.
- Customer & Property issues — Missing customers, duplicate records, address sync errors.
- Route & Schedule issues — Stops not generating, optimizer errors, time-window conflicts.
- Work Order issues — Status transitions, assignment problems, lead-tech designation.
- Billing & QuickBooks issues — Invoice sync errors, unmapped items, payment reconciliation.
- Mobile App issues — Sync, offline mode, photo uploads, login problems.
Cannot Find What You Need?
- Browse the Common Issues index for the full list.
- Check the relevant section's overview page (linked above) — most have an inline troubleshooting section.
- Contact support: email
support@poolruns.comfrom the email tied to your Pool Runs admin account, or use the in-app Help button. Include your organization name, the affected customer or invoice number, and a screenshot if possible.