Troubleshooting for Common Issues
Note: The information below is intended for MarineMax and SkipperBuds users. If you are with a different provider, please refer to this article.
Below are some common issues team members and technicians might experience with Boatyard. Please follow the steps outlined below to resolve the issue. If you are still experiencing problems, please contact our support via the live chat button in the bottom right corner.
Technician can’t log in
The technician is getting an error when they try to log into the Pro app.
Check the app
Make sure the tech is trying to log into the Boatyard Pro app.
There is an app called ‘Boatyard’, but they don’t want this one!
They can go to pro.boatyard.com/proapp to download the Pro app.
Check the email and password
The tech should be entering their SkipperBud email address.
The password will be their regular SkipperBud password like they would use to log into Outlook or UKG.
Check for typos!
Check they have been added to Boatyard
The tech might not have been added to Boatyard. Go to app.boatyard.com/team and click on the ‘Technicians’ tab to check.
If the tech is not listed, click the ‘Add Technician’ button in the top right corner to add them.
Also, check that their email address is spelled correctly in Boatyard. If it is not, delete that account and add them again with the right email address.
Team Member can’t log in
The team member gets an error when they try to log in.
Check the URL
Make sure the team member is trying to log into app.boatyard.com/login.
Check the email and password
The team member should be entering their SkipperBud email address.
The password will be their regular SkipperBud password like they would use to log into Outlook or UKG.
Check for typos!
Check they have been added to Boatyard
The team member might not have been added to Boatyard. Go to app.boatyard.com/team to check.
If the team member is not listed, click the ‘Add Team Member’ button in the top right corner to add them.
Also, check that their email address is spelled correctly in Boatyard. If it is not, delete that account and add them again with the right email address.
Tech/Team Member has the wrong location
The technician or team member sees the wrong location in the dashboard or Pro app.
Add Tech/Team Member to the correct location
Go to app.boatyard.com/team and click the ‘Add Team Member’ button in the top right corner to add a team member. Or go to the ‘Technicians’ tab and click ‘Add Technician’.
If they do not need to be in the other location, please ask our support chat to remove them from the other location.
Can’t import G2 work order
You get an error when you try to import a G2 work order.
Is it an Estimate?
Boatyard can only import work orders from G2 and not estimates.
If you would like to bring an estimate into Boatyard, you can do so with the PDF from G2. Click here to learn how.
The order amounts in Boatyard are different from G2
You’ve imported a work order from G2 into Boatyard and the amounts in Boatyard are not the same as G2.
Check the ‘Actuals’
Boatyard is only able to import ‘actual’ amounts from G2 and not the required amounts.
If you need the required amounts in Boatyard, you can import the work order using a PDF. Click here to learn how.
Technician can’t see their jobs
A technician can’t see the jobs assigned to him in the Pro App.
Check the app
Make sure the tech is trying to log into the Boatyard Pro app.
There is an app called ‘Boatyard’, but they don’t want this one!
They can go to pro.boatyard.com/proapp to download the Pro app.
Also, check that they are logged into the right account by tapping on the person icon in the top right corner.
Close and reopen the app
Have them completely close and reopen the app.
They can also try logging out and back into the app.
Error when processing a payment
You get a “Something went wrong” error when trying to run a payment.
Check the billing zip code
Make sure that the billing zip code for the credit card is correct. Customers with multiple addresses often give the wrong zip code.
To update the zip code, scroll down to the payment section on the customer profile page and click the edit icon next to the credit card.
A Boatyard payment isn’t showing in G2
A payment has been made in Boatyard, but it is not showing in the work order in G2.
Was a work order imported?
Did the team member import a work order from G2 into Boatyard?
If not, we don't have a work order ID to apply the payment to. The payment will need to be manually applied to the work order in G2.
Was the work order locked?
We are not able to apply payments to a work order in G2 if it is locked. The team member needs to make sure they save their changes to the WO before running the payment in Boatyard.
They will need to manually apply the payment in G2.
Did they pick “Other” as the payment method in Boatyard?
"Other" payment type will fail because we don't know what payment type to pass to IDS (bank wire etc.)
They will need to manually apply the payment in G2.
Customer didn’t get their estimate or invoice
The customer hasn’t received the email with the link to their estimate or invoice.
Confirm the email address
Confirm you have the correct email address for the customer.
Double-check for typos!
Check Spam/Junk
Ask the customer to check their spam or junk folder.
The email would have come from skipperbuds@boatyard.com