FAQ & troubleshooting

I cannot log in

• Confirm you are on app.coolroute.app, not the marketing site.
• Use the email on the invite or owner signup. Phone login is not the primary path yet.
• Forgot password if the password fails.
• “Account is inactive” means an owner deactivated you on Team.

I landed on Billing / Account suspended

The company’s Stripe subscription is not payable (past due or canceled). Only an owner/admin can update the card. Everyone should sign out and back in after it is fixed.

My invite link does not work

Invites expire after 7 days and can be revoked. Ask the owner to send a new one. You cannot join a shop without an invite.

I do not see a job

Technicians only see assigned jobs. Unscheduled work sits with the office. Senior techs and owners see the company list.

Offline changes never show up at the shop

1. Confirm the phone is actually online.
2. Open Cool Route and wait for the queue to drain.
3. If the item is a conflict, stop and call the office — especially for van stock.
4. Photos need enough bandwidth to finish uploading.

See Offline & PWA.

Maps or address search is blank

Those features require a network (and Google). They will not work in a basement. Type the address you already have, or navigate when you have signal.

We were charged for too many seats

Each active login is $49 / month, including the owner. Deactivate techs who left. Seat changes follow Stripe’s invoice; read Billing & seats.

Is Demo HVAC Co a real shop?

No. It is sample data for demos. This guide does not publish demo passwords. Your production company is whatever name you entered at signup.

Can I use Cool Route in the App Store?

Not as a native iOS/Android listing. Install the PWA from the browser.

Something looks different from these screenshots

The app moves faster than the docs. If a label moved, trust the app and treat the matching section here as close. TODO notes in these pages mark spots we still need a production pass on.