Common Issues

Find your issue by area below. Each subsection lists common symptoms and links to the operational guide with the relevant configuration and troubleshooting steps. If your issue is not listed, contact support from the in-app Help destination.

Customers

Common problems with customer records, properties, and bodies of water.

• A customer is missing from search or the directory
• Duplicate customer records after a CSV import
• A property's address appears in the wrong place on the map
• A body of water's volume looks wrong on a tech's mobile app
• Customer email is bouncing for invoice or quote delivery
• A customer status change (Active → Paused) did not remove them from the route

Detailed troubleshooting steps coming soon. In the meantime, see Customer Management, Properties, and Bodies of Water.

Scheduling & Routes

Issues with recurring routes, route assignments, and the daily generated stops.

• A new property is not appearing on the assigned tech's route
• Route generation did not run last night
• The optimizer reordered a time-locked commercial stop
• A bi-weekly customer is showing up every week
• Skip reasons are not applying on holidays
• Route Builder map shows pins in the wrong location

Detailed troubleshooting steps coming soon. See Route Generation, Route Builder (incl. Optimization), and Skip Reasons & Holidays.

Work Orders

Issues with creating, assigning, completing, and invoicing work orders.

• A work order will not move from Pending Review to Scheduled
• Multi-tech assignment is missing the lead designation
• A completed work order is not appearing in the "Ready to review" billing queue
• Quote-to-WO conversion is failing on save
• Parts used on a WO are not debiting from inventory

Detailed troubleshooting steps coming soon. See Work Orders Overview, Running a Work Order (Mobile), and Work Order to Invoice.

Billing & Invoices

Issues with quotes, invoices, payments, tax, and QuickBooks Online sync.

• An invoice is stuck in pending sync status with QBO
• Tax is not calculating correctly for a ZIP code
• A Stripe payment posted but the invoice still shows unpaid
• The Invoice Generator is missing a completed route stop
• Recurring monthly invoicing did not run on the 1st
• A line item synced to QBO as UNMAPPED

Detailed troubleshooting steps coming soon. See Invoices Overview, QuickBooks Overview: Sync Errors, and Tax Zones & Tax Management.

Mobile App

Issues techs see in the field on the Pool Runs mobile app.

• Today's route is not loading or shows yesterday's stops
• A reading or dosage entry will not save
• Photos are not uploading from the stop screen
• The app crashes on a specific customer's stop
• Offline mode did not sync after returning to coverage
• Login fails after a password reset

Detailed troubleshooting steps coming soon. Until then, the fastest fix is usually: pull-to-refresh, then close and re-open the app. If it persists, contact support with the device model and the time of the issue.

Contact Support

If you cannot find a fix above:

• Email support@poolruns.com from the address tied to your Pool Runs admin account.
• Use the in-app Help button — it includes your org and user context automatically.
• For QuickBooks sync errors, include whether the problem affects a customer, invoice, or payment, plus a screenshot of Settings → QuickBooks Online.
• For route or schedule issues, include the date and the assigned tech.