FAQ & Troubleshooting Guide

Visit www.iCrewO.com and click 'Start Free Trial'. Fill in your name, company name, email, phone, business type, and address. No credit card is required for the 14-day free trial. You'll receive a welcome email once your account is created.

The free trial is 14 days and includes full access to all features on your selected plan, with no credit card required. At the end of the trial, you can select a paid plan to continue, or your account will be locked.

ICrewO uses both password & password-less sign-in via a one-time passcode (OTP). Enter your registered email address or phone number, click 'Send OTP', and enter the 6-digit code you receive. Codes expire after 10 minutes. If you don't receive your code, check your spam folder or click 'Resend OTP' after 60 seconds.

• Check your spam/junk folder for the OTP email • Ensure you are entering the exact email address or phone number registered to your account • Wait 60 seconds and click 'Resend OTP' to request a new code • Ensure your phone number includes the correct country code • If the issue persists, contact support@iCrewO.com with your registered email address

After logging in, go to Settings (Screen 16) to add your company name, logo, address, and contact details. Your logo will appear on all estimates and invoices sent to customers. We recommend completing your business profile before creating your first estimate.

Go to Management Master > Crew & Employee Management (Screen 15f). There are two types: (1) Crew Members — field staff who receive job notifications via the mobile app; (2) Admin Employees — office staff who can log into ICrewO with custom permission levels you define.

ICrewO supports HVAC, Plumbing, Electrical, Landscaping, Roofing, Painting, General Contracting, Cleaning, Pest Control, and more. Selecting 'Others' allows you to define a custom business type. Your selected business type pre-populates relevant material and service names throughout the platform.

ICrewO offers Starter (Free), Basic ($60/mo), Super ($100/mo), Gold ($130/mo), Platinum ($200/mo), and Platinum Pro ($400/mo). Plans differ by number of users, storage allocation, and feature access. All paid plans include a 14-day free trial for new subscribers.

ICrewO bills monthly in advance on a recurring basis via PayPal. Your billing date is the date you activated your paid subscription. You will receive a receipt email after each successful charge.

Yes. You can upgrade or downgrade your plan at any time from Settings > Billing or from the Plan Selection screen. Upgrades take effect immediately. Downgrades take effect at the start of your next billing cycle.

Yes. Add-ons including AI Lead Analysis ($30/mo), Floor Plan Creator ($40/mo), Virtual Assistant ($60/mo), Additional Storage ($10/10GB/mo), and Additional Users ($10/user/mo) are available on any paid plan. Add-ons are billed monthly alongside your base plan.

• You will receive an email notification immediately when a payment fails • ICrewO will attempt to retry the payment automatically • A 7-day grace period is provided — your account remains active during this period • If payment is not resolved within 7 days, your account will be suspended • Update your PayPal payment method and contact billing@iCrewO.com if you need assistance

ICrewO does not currently offer a subscription pause option. You may cancel your subscription and resubscribe when you are ready to use the platform again. Your data will remain available for 30 days after cancellation.

From the Dashboard or Lead Manager (Screen 6), click 'Create Lead'. Fill in the customer's name, phone, email, address, and job description. Click 'Save Lead' to add the lead to your pipeline, or 'Save & Schedule Appointment' to immediately book a site visit.

• New — Lead just created, not yet contacted • Contacted — You have reached out to the customer • Estimate Submitted — An estimate has been sent to the customer • Next Follow-up Date — A follow-up date has been set • Won / Closed — Job confirmed; customer moves to Jobs module • Lost — Lead did not convert; a Reason for Loss is required

Yes. Click the Notes icon on any lead row to open a slide-over panel with timestamped notes. You can add new notes at any time. Notes are visible only to your team and are never shared with the customer.

The AI Lead Analysis add-on ($30/month) uses artificial intelligence to analyse your lead notes and conversation history, generating a plain-English summary of the lead's intent, urgency, and likelihood of closing. An AI icon (✨) will appear on each lead row once the add-on is active.

From the Estimate List (Screen 10) or directly from a Lead, click 'Create New Estimate'. The estimate builder has four steps: (1) Cover Page — auto-filled with your logo and customer details; (2) Estimate Builder — add materials and services from your master list; (3) Terms & Conditions; (4) Review and Send.

No. Cost Price (your internal cost) is never visible to customers. Customers only see the Quote Price column when they view their estimate. Your expected margin is calculated privately within the platform.

When you click 'Send to Customer', an email is sent with a secure link. The customer can Accept (which auto-creates a job), Reject (which notifies you to revise), or Ask a Question (status changes to Awaiting Clarification). You can also use 'Mark as Verbally Approved' to create a job without sending the estimate.

A Change Request (CR) is an additional estimate created for extra work on an already-approved job. From the Estimate List, click 'Create CR' on an approved estimate. The CR follows the same approval workflow as the original estimate and is labelled EST-XXXXXX-CR1, CR2, etc.

Yes. Upload your own PDF or DOCX template in Management Master > Estimate Template (Screen 15d). Once uploaded, your template will be used for all new estimates instead of the default ICrewO template.

Jobs are created automatically when a customer accepts an estimate. You can also create a job manually from the Jobs module (Screen 13) if verbal approval was given. Each job is linked to its originating Lead, Estimate, and Customer record.

From the Jobs list, click 'Assign Job' on any job row. Screen 14 (Crew Assignment) opens pre-filled with the job details. Select crew members from the multi-select dropdown, designate one as Lead Crew Member, set the job start date, and save. Crew notifications are sent automatically.

• Crew: SMS and app push — 1 day before start, 12 hours before start, 3 hours before start • Customer: SMS and email — 1 day before start, 12 hours before start • Admin: In-app and email — 1 day before start

Yes. Jobs progress through the following statuses: Scheduled → In Progress → Completed. Each status change updates the Dashboard KPI cards in real time. A job timeline icon on each row shows the full history from Lead creation to completion.

From the Invoicing screen (Screen 14a), link an invoice to a Job ID. The customer name, estimate value, and previous payments auto-fill. Enter the invoice amount and click 'Generate Invoice' to create a unique invoice number (INV-YYYYMMDD-NNNN). Then click 'Send Invoice by Email' to email the PDF to the customer.

Yes. ICrewO supports milestone or partial invoicing. You can raise multiple invoices for the same job (e.g., 50% deposit, 50% on completion). The running balance is tracked automatically, and the system will alert you if an invoice amount would exceed the remaining balance.

Each invoice shows an ageing indicator that automatically updates: Green (0–30 days), Amber (31–60 days), Red (60+ days). You can customise ageing thresholds in Management Master (Screen 15). Overdue invoices are highlighted in your Dashboard billing cards.

On the invoice in Screen 14a, enter the Payment Receipt Date and Reference ID (cheque number, bank transfer reference, etc.) in the payment fields. The Balance Due will automatically recalculate.

Yes. Upload a PDF or DOCX template in Management Master > Invoice Template (Screen 15e). Once uploaded, it will be used for all new invoices.

• Clear your browser cache and cookies (Ctrl+Shift+Delete on Windows, Cmd+Shift+Delete on Mac) • Try a different browser (Chrome or Edge recommended for best performance) • Check your internet connection — ICrewO requires a stable connection • Disable browser extensions that may be interfering with the app • If on mobile, close background apps and restart the ICrewO app • Contact support@iCrewO.com if the issue persists beyond 15 minutes

• Check that your file is JPG, PNG, PDF, or DOCX format • Check your account storage — if storage is full (100%), uploads are blocked until additional storage is purchased • Ensure the file size does not exceed the individual file limit of 25MB • Check your internet connection stability • Try from a different browser or device

• Verify the customer's email address is correct on the Lead/Customer record • Check that the customer's email is not bouncing (contact your customer to confirm their email) • Check your spam/junk folder for any delivery failure bouncebacks to your registered email • Wait 10 minutes and try resending — occasional email delivery delays can occur • Contact support@iCrewO.com with the estimate/invoice number for investigation

• Verify the crew member's phone number is correctly entered in Management Master > Crew Management • Ensure the crew member has not blocked ICrewO's SMS number • Confirm the crew member has installed and granted notification permissions to the ICrewO mobile app • Check that the crew member is marked as Active (not Inactive) in the crew management screen

Try refreshing the page (F5 or Ctrl+R). If the data is still incorrect, log out and log back in. Dashboard figures are real-time; if there is a known sync issue, our team will post a status update. Contact support if the discrepancy persists.

• Use the in-app 'Report a Problem' option (available in the account menu) • Email support@iCrewO.com with: (1) your account email, (2) a description of the issue, (3) the screen or feature affected, (4) steps to reproduce the issue, and (5) screenshots or screen recordings if possible • For critical issues (unable to use the platform at all), mark your email subject as 'URGENT — P1'