> ## Documentation Index
> Fetch the complete documentation index at: https://help.homespace.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot common Homespace issues

> Step-by-step fixes for the most common Homespace issues — login problems, failed payments, stuck jobs, website DNS, and phone forwarding.

Most issues in Homespace have a quick fix. This page walks through the most common problems by category — start with the section that matches what you're experiencing. If a step doesn't resolve your issue, the support team can dig into the specifics of your account.

<Note>
  For live support, visit [help.homespace.co](https://help.homespace.co) or use the chat in the app.
</Note>

## Login & account issues

<AccordionGroup>
  <Accordion title="I can't log in or I forgot my password">
    If you can't sign in, the most common cause is a forgotten password.

    <Steps>
      <Step title="Go to the password reset page">
        Navigate to [homespace.co/forgot-password](https://homespace.co/forgot-password).
      </Step>

      <Step title="Enter your account email">
        Type the email address you used when you signed up and submit the form.
      </Step>

      <Step title="Check your inbox — and your spam folder">
        The reset email arrives within a few minutes. If you don't see it in your inbox, check your spam or junk folder. Some email providers (especially corporate or Google Workspace accounts) may filter automated emails.
      </Step>

      <Step title="Click the link and set a new password">
        The reset link is valid for 1 hour. If it has expired, return to the forgot-password page and request a new one.
      </Step>
    </Steps>

    <Warning>
      If you sign in with Google ("Continue with Google"), you won't have a Homespace password to reset. Use the Google sign-in button on the login page instead.
    </Warning>
  </Accordion>

  <Accordion title="My team invite link expired">
    Invite links expire after 48 hours for security reasons.

    Ask the account owner to resend the invitation:

    <Steps>
      <Step title="Account owner opens team settings">
        Go to **Settings > Team**.
      </Step>

      <Step title="Resend the invite">
        Find the pending invite and click **Resend**. A new link will be emailed to the invited address.
      </Step>
    </Steps>

    If the account owner can't find the invite, they can delete it and send a fresh one to the same email address.
  </Accordion>

  <Accordion title="I get 'email already in use' when signing up">
    This message means an account already exists for that email address. You don't need to create a new account.

    <Steps>
      <Step title="Go to the login page">
        Visit [homespace.co/login](https://homespace.co/login).
      </Step>

      <Step title="Use the forgot password flow">
        Click **Forgot password**, enter your email, and follow the reset steps. Once you've reset your password, you'll be signed in to your existing account.
      </Step>
    </Steps>

    <Info>
      If you believe you signed up with Google, try the **Continue with Google** button on the login page — no password needed.
    </Info>
  </Accordion>
</AccordionGroup>

## Payments & payouts

<AccordionGroup>
  <Accordion title="A customer's payment didn't go through">
    A failed payment usually has one of three causes:

    **Card declined**
    The customer's card issuer rejected the transaction. Ask the customer to try a different card, or suggest ACH bank transfer as an alternative — ACH is less likely to be declined and costs less in processing fees.

    **ACH verification pending**
    If this is the customer's first ACH payment, their bank account needs to be verified. This takes 1–3 business days on the first attempt. Once verified, future ACH payments process without delay.

    **Stripe account not connected**
    Payments won't process if your Stripe account isn't fully connected. Go to **Dashboard > Payments > Settings** and confirm your Stripe account shows as active. If it shows as disconnected or incomplete, follow the prompts to finish setup.
  </Accordion>

  <Accordion title="I haven't received my payout">
    <Steps>
      <Step title="Check your payout status">
        Go to **Dashboard > Payouts** and look at the status of the expected payout. A "Pending" status means it's in transit; "Failed" means there's a problem with your bank account details.
      </Step>

      <Step title="Confirm your bank account is verified">
        Payouts can only be sent to a verified bank account. If your account shows as unverified, follow the verification steps in **Dashboard > Payouts > Bank account**.
      </Step>

      <Step title="Check the cutoff time">
        Payments processed before **5 PM Pacific Time** arrive the same business day. Payments after 5 PM PT arrive the next business day. If you processed a payment in the evening, your payout may not have arrived yet.
      </Step>
    </Steps>

    <Info>
      Weekends and bank holidays push payouts to the next available business day.
    </Info>
  </Accordion>

  <Accordion title="A customer disputed a charge (chargeback)">
    Don't panic — Homespace handles the rebuttal process for you.

    <Steps>
      <Step title="Find the dispute">
        Go to **Dashboard > Payouts > Disputes**. You'll see the disputed transaction listed with its current status.
      </Step>

      <Step title="Review the auto-submitted rebuttal">
        Homespace automatically compiles and submits a rebuttal package that includes the signed estimate, job photos captured in the field, and the signed invoice. This package is submitted to the card network on your behalf.
      </Step>

      <Step title="Add any additional evidence if needed">
        If you have additional supporting material (messages with the customer, before/after photos not already attached), you can upload it to the dispute record before the response deadline.
      </Step>
    </Steps>

    <Tip>
      The strongest dispute defense comes from complete job documentation — required photos, a signed estimate, and a signed invoice. The Field app enforces required photos before a job can be closed, which is one of the best protections against chargebacks.
    </Tip>
  </Accordion>
</AccordionGroup>

## Estimates & jobs

<AccordionGroup>
  <Accordion title="My estimate won't send">
    If the send button is inactive or the estimate fails to deliver, check the following:

    <Steps>
      <Step title="Verify the customer has a valid contact method">
        The estimate needs a destination to send to — either a valid email address or a mobile phone number capable of receiving SMS. Open the customer record and confirm at least one is filled in and formatted correctly.
      </Step>

      <Step title="Check for missing required fields">
        Estimates with empty required fields (such as a line item with no price, or a job address that wasn't set) can't be sent. Look for any fields highlighted in red on the estimate form.
      </Step>

      <Step title="Try sending again">
        Once the required fields are filled, click **Send estimate** again. If it still fails, contact support with the estimate ID.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="A job is stuck in 'Scheduled' and won't update">
    Job status updates in Homespace flow from the technician's Field app. If a job isn't progressing past "Scheduled," here's what to check:

    <Steps>
      <Step title="Confirm a technician is assigned">
        Open the job in the dispatch board and verify that a specific tech is assigned. Unassigned jobs can't be updated from the Field app.
      </Step>

      <Step title="Ask the tech to update their status">
        The tech needs to open the job in the Field app and tap the status — for example, **On the way**, **Arrived**, or **In progress**. Status changes sync to the dispatch board in real time.
      </Step>

      <Step title="Manually advance the status if needed">
        If the tech is unavailable or doesn't have the app, a dispatcher can manually change the job status from the web app by opening the job and selecting a new status from the status dropdown.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Photos aren't uploading on mobile">
    Photo upload failures on the Field app are almost always caused by a connectivity issue.

    <Steps>
      <Step title="Check the connection indicator">
        The Field app shows a connection status indicator at the top of the screen. If it shows "Offline," the app is in offline mode.
      </Step>

      <Step title="Continue working — photos will sync automatically">
        The Field app is built for offline use. Photos you capture while offline are stored locally on the device and sync to Homespace automatically as soon as the connection is restored. You don't need to re-take them.
      </Step>

      <Step title="Restore connectivity and wait for sync">
        Move to an area with a signal (or connect to Wi-Fi) and give the app 30–60 seconds to sync. The photo grid on the job will fill in as each photo uploads.
      </Step>
    </Steps>

    <Warning>
      Don't force-quit the app while photos are syncing. This can interrupt the upload queue. Leave the app open in the foreground until the sync completes.
    </Warning>
  </Accordion>
</AccordionGroup>

## Website & domain

<AccordionGroup>
  <Accordion title="My website isn't showing after I published it">
    The behavior depends on which domain type you're using:

    **`.homespace.site` subdomains** go live instantly after you click Publish. If you're not seeing your site, try a hard refresh (`Cmd+Shift+R` on Mac, `Ctrl+Shift+R` on Windows).

    **Custom domains** require DNS propagation, which can take anywhere from a few minutes to 48 hours depending on your domain registrar and DNS provider. During this window, the site will still be accessible at your `.homespace.site` subdomain.

    <Steps>
      <Step title="Verify DNS is configured correctly">
        Go to **Dashboard > Domains** and confirm the DNS records shown match what you've entered at your domain registrar.
      </Step>

      <Step title="Wait for propagation">
        DNS changes propagate globally over time. Most propagate within 1–4 hours, but 24–48 hours is the safe window.
      </Step>

      <Step title="Test with a DNS checker">
        Use a tool like [dnschecker.org](https://dnschecker.org) to see the current DNS resolution for your domain from different locations around the world.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="My custom domain shows 'Not Secure' in the browser">
    A "Not Secure" warning means the SSL/TLS certificate hasn't been provisioned yet for your domain.

    Homespace provisions SSL certificates automatically after your domain is verified — no manual configuration needed. The certificate typically activates within **10–15 minutes** of successful DNS verification.

    <Steps>
      <Step title="Confirm DNS verification is complete">
        Go to **Dashboard > Domains**. The domain status should show as "Verified." If it still shows "Pending," your DNS records may not have propagated yet — wait and check again.
      </Step>

      <Step title="Wait 10–15 minutes after verification">
        Give the certificate a few minutes to provision after the domain verifies.
      </Step>

      <Step title="Hard refresh your browser">
        Press `Cmd+Shift+R` (Mac) or `Ctrl+Shift+R` (Windows) to force a full reload without the browser cache. The padlock should appear in the address bar.
      </Step>
    </Steps>

    <Info>
      If your domain has been verified for more than 30 minutes and you still see "Not Secure," contact support with your domain name.
    </Info>
  </Accordion>
</AccordionGroup>

## Phone & inbox

<AccordionGroup>
  <Accordion title="I'm not receiving forwarded calls">
    If calls to your Homespace business number aren't forwarding to your phone, work through these steps:

    <Steps>
      <Step title="Check your forwarding number">
        Go to **Dashboard > Phone > Settings** and confirm the forwarding number is correct. A single wrong digit will cause all calls to fail silently.
      </Step>

      <Step title="Verify call forwarding is enabled">
        On the same settings screen, confirm the forwarding toggle is turned on. It can occasionally get disabled after a settings change.
      </Step>

      <Step title="Test with a call">
        Call your Homespace business number from a different phone. If the call still doesn't forward, contact support — they can check the provisioning status of your business number.
      </Step>
    </Steps>

    <Tip>
      If you want missed calls to trigger an automatic SMS with a booking link instead of (or in addition to) forwarding, you can enable missed-call SMS from the same Phone settings screen.
    </Tip>
  </Accordion>

  <Accordion title="SMS messages aren't appearing in my inbox">
    If incoming text messages aren't showing up in the Homespace inbox, check the following:

    <Steps>
      <Step title="Check if the number is blocked">
        Go to **Dashboard > Phone > Blocked numbers** and confirm the sender's number isn't on the block list. Numbers added to the block list are silently ignored.
      </Step>

      <Step title="Wait a moment for new contacts">
        Messages from phone numbers that have never contacted you before can take a few seconds to appear as a new conversation is created in the inbox.
      </Step>

      <Step title="Refresh the inbox">
        If the message still doesn't appear, refresh the inbox page. In rare cases, a browser tab that has been open for a long time may not receive live updates until refreshed.
      </Step>
    </Steps>

    <Info>
      Messages sent to your personal phone number — rather than your Homespace business number — won't appear in the inbox. Share your Homespace business number with customers to keep all conversations in one place.
    </Info>
  </Accordion>
</AccordionGroup>