19. Frequently Asked Questions
Q: Can I switch between Per-Service and Monthly Statement billing? A: Yes, but this is a company-wide setting that affects all customers. We recommend choosing one method at setup and sticking with it. Contact support if you need to change.
Q: What happens to a customer's data when I cancel their subscription? A: All historical data (services, payments, invoices, readings) is preserved permanently. The subscription is marked as canceled, but nothing is deleted. You can view the full history at any time.
Q: Can a customer have multiple subscriptions? A: Yes. A customer can have separate subscriptions for different locations or different service types. Each subscription has its own billing schedule.
Q: How do technicians get their schedule updates? A: Once you click Apply Draft to LIVE, the change reaches their phones straight away. Technicians see updates immediately without needing to refresh or re-login.
Q: Can I import my existing customers from another system? A: Yes. EZ Pool Biller can bring your data across from other pool care software. Contact support and they'll handle the import for you — typically completed within 1-2 business days at no charge.
Q: What if my technician's phone dies mid-route? A: Any data captured before the phone died is saved locally. When the phone powers back on and reconnects, it syncs automatically. No data is lost.
Q: Can customers pay with cash or check? A: Yes. You can record manual payments for cash, check, Venmo, wire transfer, or any other offline method. The payment is posted to their ledger and reduces their balance.
Q: How do I handle a customer who overpaid? A: The overpayment creates a negative balance (credit) on their account. This credit is automatically applied toward their next invoice. You can also issue a refund if the customer prefers.
Q: Can I use the system in Test Mode before going live? A: Absolutely. Keep your payment gateways in Test Mode while learning the system. Test everything — create customers, subscriptions, generate invoices, process test payments. Switch to Live Mode when you're confident.
Q: How do I handle seasonal customers who only want service part of the year? A: Use the Pause feature with a scheduled resume date. For example, pause the subscription on November 1 and set it to resume on March 1. The customer won't be charged during the paused period, and service automatically resumes in the spring.
Q: A customer has disappeared from my list. Did I delete them? A: Almost certainly not. The list shows Active and On-demand customers by default. If you canceled or paused them, change the status filter to see them again — see Section 4.
Q: Can two people get the same customer's emails? A: Yes, two ways. Give the customer a second email address if both addresses belong to them, or add a CC email if it's someone else like a property manager. Both are in Section 4.
Q: A charge says "Scheduled". Is the customer late paying it? A: No. Scheduled means the charge is agreed but not due yet. It isn't in their balance and isn't on their statement, so there's nothing to chase — see Section 10.
Q: I sold a one-off job to someone who now wants regular service. Start again? A: No — open them and click Convert to subscriber. See Section 8.
Q: Why can't a customer log in with their second email address? A: Because that address may be shared between several customers, so we can't tell which account they mean. They should sign in with their Account # and password — it's on their statement.