Frequently asked questions
Access and permissions
Section titled “Access and permissions”I do not see a menu or button that a colleague sees. Your roles do not give you this permission. Ask your company administrator. After a role change, sign out and sign back in: the menus follow your permissions at sign-in. See Roles and permissions.
I have forgotten my password. The Wachtwoord vergeten? link on the sign-in page takes you to your organisation’s support. Your administrator can send you a link to choose a new password. See Sign in.
A technician lands on the Techniekers-app instead of the office application. This is intended: an account that only has field permissions is directed to the technician app. See Install the app and sign in.
How do I protect my account? Turn on two-step verification in Instellingen › Profiel. See Sign in and protect your account.
E-mails
Section titled “E-mails”Reports, quotes or invoices are not sent by e-mail. Your company e-mail is not connected yet. As long as it is not, the application says so before sending and the menus concerned show Niet ingericht (not set up) to the administrator. See Connect your e-mail.
“Markeer als verzonden” did not send anything to the customer. That is normal: this button only changes the status of the quote. Send the PDF yourself. See Quotes.
Interventions and field work
Section titled “Interventions and field work”Can I delete an intervention? No. Cancel it from its record, with a reason, or archive it once it is completed. See The intervention record.
The technician cannot tap “Start werk”. A safety check is blocking the start: LMRA, protective equipment or documents to read. The app opens it when they tap the button. See Safety: LMRA, PPE and documents.
The technician has no network on site. They keep working: their steps, report, photos and signatures stay on the phone and are sent as soon as the network is back. Only a few actions require a connection (starting an LMRA, invoicing on site). See Working offline.
The office and the technician app do not use the same words for a status. It is the same status, named differently: for example Aan het werk in the office and Bezig in the app. See the glossary.
Customers and invoices
Section titled “Customers and invoices”How does my customer see their reports and invoices? Give them access to the customer portal from their file. They receive an e-mail to choose their password. See Customers and the 360° customer file and The customer portal.
A posted invoice contains an error. A posted invoice can no longer be changed: create a Creditnota (credit note), then a new invoice. See Invoices.
Language
Section titled “Language”Can the application be in English? The screens are in Dutch. The language of your account, set in your profile, applies to the messages and documents Service Suite sends you. The Mijn dag and Mijn uren texts of the technician app also follow the account language. This guide translates each label: see the glossary.