RV Help has partnered with OEMs to make warranty jobs a better experience for both mobile technicians and RV Owners. RV Help’s warranty portal experience was built around feedback we’ve heard from mobile technicians — what slows jobs down, what causes confusion, and what makes warranty work harder than it needs to be.
A few important things to know before you click in:
Your pre-authorized diagnostic time and mobile dispatch fee are guaranteed.
The RV owner pays nothing out-of-pocket. A better experience for RV owners seeking warranty support.
Everything happens in one place — diagnosis, repair estimate, photos, parts requests, and your invoice are all submitted through the RV Help warranty portal.
Parts drop-shipped directly to you at no cost or sourced locally and reimbursed.
You get paid fast! RV Help pays you directly within 2–3 business days of submitting an approved invoice. Payments are processed securely through Stripe.
No chasing vendors. OEMs handle all authorizations and communication with suppliers.
If you have worked warranty jobs before, you will notice this process is different.
And if you have ever wished warranty work was simpler, this is it.
Your Pre-Authorized Diagnostic Time
OEMs pre-authorized diagnostic time. During this allotted time, you are the eyes and ears for the OEM. Your assessment helps determine whether an issue is a defect, damage, or normal operation.
Your job during the diagnostic:
Diagnose the issues on the unit.
Document the cause and correction for each issue.
Take comprehensive photos to support your findings.
Upload videos if needed to show symptoms, noises, leaks, or intermittent failures.
Take measurements or readings if the component requires it.
Bring and use manufacturer diagnostic sheets when applicable.
Submit your diagnosis and repair or replacement estimate through the portal.
After you submit, the job moves to Pending Authorization. This means the OEM is reviewing your findings and determining next steps.
Photo Requirements: What to Capture
Photos are one of the most important parts of your diagnostic. Good photos lead to faster authorization decisions.
Please capture (any and all relevant items):
Serial # or model plate
Vendor or component tag
Close-up photos of the failed part
Wider photos showing the overall problem area
Wiring connections or plumbing connections
Any vendor markings such as imprints, embossments, labels, serial numbers, stamps, or engravings
Photos of all replaced parts and their vendor tags
Access points or areas showing difficulty or obstruction
Photos of water damage or secondary damage (if inspecting a leak)
Any supporting documents, test results, or error codes
A rule of thumb: always get a photo of the part and vendor tag while you are there.
And there is no such thing as too many photos during warranty work.
Writing a Clear Cause and Correction
Your cause and correction fields should be specific and informative for the OEM.
The OEM approves based on your clarity and supporting photos.
Examples of helpful write-ups:
Cause: “LP regulator leaking at seam.”
Correction: “Remove and replace LP regulator. Pressure test system.”
Cause: “Water intrusion due to loose window seal.”
Correction: “Reseal window perimeter with OEM approved sealant.”
Cause: “Awning arm bent from mechanical failure.”
Correction: “Remove and replace awning arm. Inspect operation.”
Specificity speeds up approvals. Specificity helps convey reason for additional labor hours when you submit your repair/replacement estimate.
Remember: you are the eyes and ears for the OEM.
Requesting Additional Labor Time
If a repair requires additional time beyond the pre-authorized diagnostic hour, you can request more labor hours directly within each individual issue line item. Use the notes field to provide brief justification for why additional time is required. Notes should connect back to the cause/correction you identified and explain what extra steps are involved.
Once submitted, you must wait for the OEM decision before making any changes.
When requesting more time:
Break out each labor item so the OEM can see how you calculated your estimate.
Clearly state what each task requires.
Use the notes field to add additional justification if warranted.
Examples of clear notes:
“Based on the cause identified, additional time is needed because the component requires full disassembly to access and view affected areas.”
“Requires an extra 0.5 hours for extended testing to rule out related electrical faults, plus 1 hour for installation and functionality testing.”
“Due to the furnace being enclosed into surrounding paneling, extra disassembly is required to avoid damaging the coach. Requesting additional time for careful removal and reinstallation.”
Notes do not need to be long. They need to explain what work goes beyond diagnostic time so the OEM can clearly understand why the extra hours are required.
Pending Authorization
This means your diagnostic and repair estimate(s) are under review by the OEM. Typical turnaround time: 2 to 3 business days.
OEM authorization decisions are based entirely on:
Your cause
Your correction
Your photos
Your supporting documentation (diagnostic sheets, purchase receipts, etc.)
During this time, OEM reps may be:
Reviewing your diagnosis, repair estimate, and supporting documentation
Submitting documentation to vendors
Awaiting confirmation of warranty coverage
Determining parts sourcing and next steps
Do not complete repairs until authorization is issued unless the request was classified as specific authorization. A general authorization must be reviewed before work starts.
You will be notified of authorization decisions by email and text message.
Parts Protocols
If parts are requested:
The OEM will decide whether to drop ship the part to you or suggest local sourcing.
Some parts may require vendor diagnostic sheets or testing before approval.
You will be asked to provide a shipping location.
If you do not have a part stocked, do not proceed to source the part locally until the part is authorized and confirmed.
If the OEM needs a part returned, they will notify you. The OEM will need the parts dimensions and provide a return label.
Save parts until the OEM confirms whether they need to be returned or locally disposed.
If parts arrive damaged or incomplete, update your estimate to notify the OEM. They will arrange replacements.
If no parts are needed for the repair, it is still important to document everything thoroughly:
Clearly outline what repair or replacement occurred in the cause and correction fields.
Confirm that the work performed is supported by your photos, notes, and any required diagnostic sheets or test results.
If the repair was completed with parts you already had on hand and it required time beyond the pre-authorized diagnostic time, you must request additional labor when submitting your estimate.
Additional labor must be justified with clear notes explaining why the repair exceeded the diagnostic hour.
The OEM will review and determine final authorization for any requested labor hours.
RV Owner Job Completion Request
After you complete the authorized repair, the RV owner will verify that the warranty repair was completed to their satisfaction before you can invoice.
Here’s how it works:
When you mark work as complete, you will see a banner indicating that customer verification is required before you can invoice.
Click Request Customer Verification to send the work summary to the RV owner.
The RV owner receives a notification with a clear description of the completed work and buttons to either Confirm Work or Dispute Work.
The RV owner has 48 hours to respond.
If the RV owner does not respond within 48 hours, RV Help will automatically verify the completion so your payment is not delayed.
Once the owner confirms the work, the job moves forward to invoicing.
This verification step creates transparency for the RV owner while ensuring your payment workflow continues without interruption.
Review Request Feature
After the RV owner confirms their work, they are automatically prompted to leave a verified review for your service.
This gives them an easy way to share positive feedback and helps you build a strong customer reputation directly on RV Help.
Invoicing
Once your repair is completed and authorized:
Submit your invoice through the RV Help warranty portal.
Ability to add line items for reimbursement like any approved locally sourced parts, state taxes, disposal fees, etc to Page 2 (receipts can be uploaded at any time using the “Quick Action.”)
Ensure labor hours match the authorized amount.
Make sure the diagnostic hour is included.
Mistakes slow down payment. Keep everything aligned with the authorization.
Payments
Once your invoice is approved:
RV Help processes payouts within 2 to 3 business days.
Funds arrive in your bank account within 1 to 2 business days after the payout is issued.
Payments require Stripe to be activated in your portal account.
Credit Card Processing Fee: RV Help only uses Stripe for payment processing. Stripe deducts a standard processing fee of 2.9% + $0.30 per transaction.
Full Workflow Timeline
Warranty Job Requested
Term & Conditions Reviewed and Accepted
Job Accept
Contact RV Owner & Start Job in Portal
Diagnostic Visit
Submit diagnostic finding, estimate, photos, and supporting documentation
Pending Authorization (2 to 3 business days)
Parts ordered or approved
Final repair completed
RV Owner Confirmation (up to 48 hours)
Invoice submitted
RV Help payout initiated (2 to 3 business days)
Funds received (1 to 2 business days)
Support & Who to Contact
The RV Help warranty portal involves both RV Help and the OEM. To get the fastest support, contact the team responsible for the type of help you need.
OEM Support Requests
For anything related to warranty authorization, coverage decisions part, or labor hours, your OEM representative is the correct contact.
Your assigned Keystone representative’s contact information is provided directly inside the warranty portal.
Contact Keystone for help with:
Work approval or declined repairs
Additional labor hour requests
Authorization questions
Parts ordering or tracking
Parts availability
Warranty coverage questions or coverage limits
Remember to always include the VIN # in support requests.
RV Help Requests
RV Help supports anything related to the platform itself, invoicing through the portal, or general troubleshooting.
Contact RV Help for help with:
Payment issues or payout delays
Invoice processing or updating invoice amounts
Technical issues with the RV Help platform
Portal functionality problems
General support questions not covered by OEM support
You can reach RV Help customer success team by:
Using the green in-app chat button when logged in
Emailing support@rvhelp.com