Post-Migration FAQ – Kandua Pro App

Frequently Asked Questions (After Migration)

1. I did not receive an access link. What should I do?

Access links were sent to all service providers who were fully vetted and migrated at the time of migration.

Please check:

Your email inbox and spam/junk folder

If you did not receive a link, it means your profile was incomplete at the time of migration. Vetting and migrations are now closed, and we are unable to issue new access links.

2. Can I still be vetted or migrated now?

No. The migration process has been completed and vetting is currently closed. Only providers who were fully vetted before migration were moved to the new Kandua Pro App.

3. I received a link but it is not working. What should I do?

Please make sure you are:

Opening the most recent link sent to you
Using your phone’s default browser
Logging in with the same phone number or email registered on your profile

If the issue continues, contact Kandua Support and include your full name, registered phone number, and email address.

4. I can log in, but my access is limited. Why?

Limited access means there are mandatory documents or checks outstanding on your profile.

5. Were my jobs or data lost during migration?

No. All existing jobs, job history, and profile information were securely migrated. No data was lost during the process.

6. I had jobs running during migration. What happens to them?

All active jobs continue as normal. You can manage them in the new Kandua Pro App without interruption.

7. How do I get help now?

Support is available via:

The “Need Help” icon under your User Profile in the app
Kandua Support (please include your full name, registered phone number, and email address)

8. Will there be another migration or onboarding phase?

We will communicate separately if and when onboarding or additional migrations reopen. Please monitor official Kandua communications for updates.

9. Why isn’t my OTP being delivered to my phone?

Common Reasons for Undelivered OTPs: 

At this stage, OTP delivery failures are often due to a number mismatch or related issues.

Here’s what typically causes “undelivered” errors:

• Incompatible or wrong number: The phone number on your profile doesn’t match the one we’re sending the OTP to.

• Full inbox: Your SMS inbox is at capacity and can’t receive new messages.

• Carrier blocks: Spam filters, Do Not Disturb (DND) settings, or carrier restrictions are preventing delivery.

• Service provider gateway problems: Issues with your mobile network’s SMS gateway.

What to Check and Do Next:

• Verify the phone number in your profile matches the one you’re using.

• Confirm you’re enabled to receive OTPs (contact your carrier if needed).

• Check your SMS inbox, spam folder, or blocked messages for the OTP.

• Ensure DND or spam filters aren’t active—disable them temporarily to test.

• Try resending the OTP or using a different number if possible.

If these steps don’t resolve it, reach out to your mobile carrier for gateway or block checks.

10. Quoting and Invoicing under Private Jobs for Vetted Pros

If you are a vetted Pro, you need to scroll down past "Join a Team" where you will see Private Jobs.

This is what you will use to create and manage new clients, create and manage new jobs as well as quoting and invoicing.

If you do not see Private Jobs, you are not a vetted Pro.

11. Why does the app look different after migration?

We’ve migrated to a new and improved Kandua App for Pros to simplify job management, quoting, invoicing, and payment tracking.

All pros now use this single, updated platform.

12. Do I need a new account after migration?

No.

Simply log in using your registered mobile number and verify your access using the OTP sent to your phone.

All your previously created customers and jobs will reflect in app

13. I logged in successfully but see a Team section at the top. What should I do?

Nothing is required.

👉 If you do not have a Team, ignore the Team section and continue using the app as an individual service provider.

14. What is a Team Code and do I need one?

A Team Code is only used to join an existing team.

You can fully use the app (quoting & invoicing) without one

How Is the Team Code Used?

A team owner (Tier 4 Service Provider) uses the Team Code for their staff or subcontractors
The invited member will give the Service Provider their code who will enter the code for their team
The member is automatically linked to that team and operates under the team’s profile and permissions

Important Notes

Team Codes are optional and only required when joining an existing team
If you do not have a Team, you can continue as an individual service provider and scroll down to use the Private Job Section in the app.
Team Access levels and permissions are managed by the team owner.

15. Where do I manage my jobs after migration?

All self-managed work is now handled in the purple “Private Jobs” section on the home screen.

This replaces previous job tracking methods.

16. How do I create a customer in the new app?

Go to Private Jobs
Select Private Customers
Click add customer
Add customer details
Click Save Customer

Jobs are flexible and can be as detailed or as simple as you prefer.

17. How do I create a job in the new app?

Go to Private Jobs
Select Create Job
Add client and job details (optional)
Click Create Job

Jobs are flexible and can be as detailed or as simple as you prefer.

18. Do I need to recreate old jobs after migration?

No.

You only need to create new jobs going forward in the Private Jobs section.

19. How do I create quotes in the new app?

Go to Billing & Invoicing
Select Create Quote
Build your quote using job details
Download or send directly to your client

20. How do invoices work post-migration?

Invoices are now created under Billing & Invoicing:

Select Create Invoice
Build the invoice from your job
Download or send to your client

This replaces previous invoice workflows.

21. Can I still send quotes and invoices directly to clients?

Yes.

Quotes and invoices can be downloaded or sent directly from the app.

22. How do I record payments after migration?

Once payment is received, update the payment status inside the app to keep tracking accurate. This can be done against the job created or against quote/invoice created.