Account and Subscription
How do I add more staff members to my subscription?
Navigate to Contacts > Staff > + Staff. Additional users will incur extra charges depending on the type of access. Additional full access users are $18 and Mobile Only/Timesheet Users are $8.
How do I reset my password?
Navigate to the JACK App login screen and select Forgot Password? below the login fields. Enter your registered email address and follow the reset link sent to your inbox. Check your spam or junk folder if the email does not arrive within a few minutes.
How do I adjust what a user can see or do in JACK?
Navigate to Contacts > Staff > Access Permissions to review the staff access. If they have been assigned a role, navigate to Settings > User Permissions and Access to make adjustments to their access. Each role controls access to different features and sections. Click Save Changes to apply.
Leads and Jobs
Why can't I convert my project to a Job?
A complete Project Address, including street, city, state, and zip code, is required before a Lead can be converted to a Job. Navigate to Sales > select the Lead > Details and scroll down to enter or update the address.
The address isn't saving correctly. What do I do?
If Google Maps cannot find the address, enter random characters in the address field to trigger the Enter Address Manually option. Complete all fields manually, click Save, then refresh your browser.
How do I save a quote to a project?
Navigate to the relevant Lead or Job and open the Estimates tab. From here, you can create a new estimate or link an existing one to the project.
Why are some of my jobs not showing in my account?
Check that your user permissions include access to the relevant jobs. Navigate to Settings > Users and confirm your role has the appropriate job visibility. If the issue persists, contact your JACK administrator.
Estimates and Quoting
Can I import items into an estimate using a CSV file?
Yes. Navigate to Settings > Import Tool and follow the column mapping instructions. Ensure your CSV file matches the required JACK format before uploading.
How do I reorder items in an estimate?
Navigate to the estimate and use the drag handle on the left side of each line item to reorder them. Changes save automatically.
Change Orders
Can I revert a Change Order once it has been approved?
Yes, you can pending it hasn’t already been added to an invoice. Click the Approved status field to see all available statuses. Click the draft status to revert your change order.
How do Change Order costs show in the budget?
Approved Change Orders automatically update the job budget. Navigate to Job > Financials > Budget to review how Change Order costs are reflected against your cost groups.
Invoicing
Why can't I send a Client Invoice?
The most common cause is a missing QuickBooks Contact on the client's record. Navigate to Job Details > Contact Details, select the client, and ensure the QuickBooks Contact field is populated.
How do I mark an invoice as paid?
You will need to ensure the invoice has been recorded as paid in QuickBooks. Once you have recorded it as paid, it will appear in your pending syncs. Once you have synced this, the status will update to paid.
Bills and Purchase Orders
Why aren't bills arriving via my JACK Invoice Email Address?
Navigate to Settings > OCR and confirm the sending email address is listed under Safe Senders. JACK only processes bills from approved addresses. Check your OCR Log in the same screen to see which bills have been received or failed.
How do I approve a bill in JACK?
Navigate to Finance > Bills, locate the bill, and select Approve. Only approved bills can then be pushed to QuickBooks. Ensure the bill has been correctly assigned to a job and budget item, or purchase before approving.
QuickBooks Integration
How do I connect JACK to QuickBooks?
Navigate to Settings > Account Integration and click Connect to QuickBooks. Follow the on-screen prompts to authorise the connection. This requires Admin-level access. For detailed setup guidance, see the How To Connect To QuickBooks article.
Why isn't my invoice syncing to QuickBooks?
Navigate to the contact via the invoice and confirm the client has a linked QuickBooks Contact.
Why can't I sync timesheets to QuickBooks?
Timesheets cannot push to QuickBooks if that pay period already has entries in QuickBooks Payroll. Check with your payroll administrator and review existing QuickBooks Payroll entries for that period before syncing again.
How do I disconnect and reconnect QuickBooks?
Navigate to Settings > Account Integration and click 'Disconnect' from QuickBooks. Log in to QuickBooks, go to Settings > Connected Apps, and disconnect JACK App if listed. Return to JACK and reconnect via Settings > Account Integration > Connect to QuickBooks. Ensure your Chart of Accounts is configured for Sales, Bills, and Manual Payments before reconnecting.
Timesheets
Can I edit a submitted/synced timesheet?
Yes, you can! Navigate to Timesheets, locate the submitted entry, and select Edit (pencil icon). If the timesheet has already been approved or synced to QuickBooks, you may need to revert the sync first and then resync to QuickBooks. If an existing draft has already been synced, it will exist in QuickBooks, so you will need to delete this to avoid duplication.
Contacts
Why isn't my client showing in the document recipient drop-down?
Navigate to the Lead or Job Details and confirm a contact has been assigned. If no contact is linked, select Add Contact, complete the details, and click Save Changes.
Can I add multiple client contacts to a job or lead?
Yes, you can; however, you have to select one as the default contact. Navigate to Job Details or Lead Details and scroll to the Contacts section. You can add multiple contacts and assign each one a role.
How do I import or export contacts?
Navigate to Settings > Import Tool. You can import your clients, subs and suppliers. Ensure your import file matches the required JACK format. Currently, you cannot export your contacts. Submit this as a feature suggestion, but I believe this is in the pipeline.
Scheduling and Tasks,
How do I assign a task to a subcontractor?
The subcontractor must first be set up as a contact under Contacts > Contractors. Once added, they will appear in the Assigned To drop-down within the task.
Why can't a staff member see their assigned tasks?
Check the staff member's user permissions to ensure they have visibility of the relevant jobs and tasks. Navigate to Settings > Users and review their role settings.
App Performance
JACK isn't loading. What should I do?
Perform a hard refresh in your browser (Ctrl + F5 on Windows or Cmd + Shift + R on Mac). If the issue persists, clear your browser cache or try a different browser or incognito window. If JACK is still not loading, contact the support team.
Drawings or documents aren't displaying. How do I fix this?
Check that the file format is supported and that the file is within JACK's upload size limits. If the file meets both requirements and still isn't displaying, try re-uploading the file. The file size limit is 20mg.