Common questions from the office

Common questions from the office

What this is for — quick answers to the questions the office actually asks: switching a permission on or off, and the odd one-off situations that come up on the phones. Every answer here points to the full page for the complete steps.

A. Turning features on and off

All of this happens on one screen: Left menu → Admin → Users & roles → Permissions tab. Only Executive accounts can get to this screen — everyone else sees "Only the owner/admin can manage users." Full steps and the whole grid: 17 — Users, roles and permissions.

Two things never change, no matter what: Executive is always ticked on every row, and Manage users & permissions is fixed to Executive — nobody can hand out more access than they have.

How do I let dispatchers change the price of a ride? (or stop them?)

1. Admin → Users & roles → Permissions tab.
2. Find the Edit trip prices row.
3. Tick or untick the Dispatcher column.

Default: on. Executive, Billing and Dispatcher can already change a booked trip's price; Intake cannot. Untick Dispatcher here if only the office should set prices. A dispatcher who loses this sees the trip's price row without an edit link, and if they try anyway the panel says "Couldn't save the price. Only Executive and Billing accounts can change it."

How do I stop dispatchers from changing who pays / Bill to on a trip? (or turn it on?)

1. Admin → Users & roles → Permissions tab.
2. Find the Change who pays / Bill to on a trip row.
3. Untick (or tick) the Dispatcher column.

Default: on (added 2026-09-28 at the office's request — see Questions the office has asked below). Executive, Billing and Dispatcher can change Who pays and Bill to on a trip that's already been entered; Intake never sees either row. Turn off Dispatcher here if only the office should fix a trip's payment method after booking. Without it, the Who pays dropdown and the Change Bill to link are greyed out, with "Ask an Executive to turn on 'Change who pays / Bill to' in Settings → Users & roles." underneath.

Can Intake record payments or mark an invoice sent?

No, not by default. Record payments & mark invoiced defaults to Executive, Billing and Dispatcher — not Intake. To add or remove any of those three, tick or untick that account type's column on that row. Without it, the ✓ (mark paid) button and the invoiced switch on Receivables aren't available to that account.

Can Billing void an invoice, undo a payment, or combine duplicate facilities?

Yes, by default. Billing administration covers voiding invoices, undoing payments, managing follow-up notes, and combining or deleting facilities — Executive and Billing only, on by default, and it's the row to untick if Billing itself should lose that access. Dispatcher and Intake never have it through this row. Without it, there's no Combine… or Delete option on a facility, the undo-payment and void actions aren't offered on Receivables, and Change fee (including waiving a fee to $0) isn't offered on a cancelled trip.

Can Intake see Receivables or the reports?

No. View receivables & payments and View reports default to Executive, Billing and Dispatcher — Intake has neither, matching Intake's account type ("front desk & customers"). Tick the Intake column on either row if Intake should start seeing that screen.

Can Billing see and edit the client list?

Both, by default. View clients is on for every office account type (Executive, Billing, Dispatcher, Intake). Add & edit clients is on for Executive, Dispatcher and Intake, but not Billing — Billing can look clients up but not change their details unless you tick the Billing column on that row.

How do I let Intake (or Billing) push a booking through a safety warning?

Tick the Intake or Billing column on Override protection warnings. It defaults to Executive and Dispatcher only — the two account types that book and move trips day to day. Without it, the safety engine's warning has no way past it for that account; a dispatcher or executive has to do the override instead. Every override is recorded either way.

Can Intake or Billing see the dispatch board?

Yes — View the dispatch board & trips is on for all four office account types by default. It's the row to untick if one of them should lose the board entirely (page 17 describes Billing as able to view the board — this is that permission). Losing it also breaks anything else that screen needs, so it isn't something to turn off casually.

Can Billing book or move a trip?

No, not by default. Book & edit trips covers intake, scheduling, moving and cancelling — on for Executive, Dispatcher and Intake, off for Billing. Tick the Billing column on that row to change it.

Can Billing download the company's data?

Download company data defaults to Executive only — one click on the Backup & data tab produces a file with every client's name, address and phone. You can tick another account type's column on this row, but it currently has no effect: the whole Users & roles screen, including the Backup & data tab, only opens for Executive accounts (see the top of this section). So today, only an Executive can actually reach the download button regardless of this tick box. If Caleb wants Billing to download data themselves, that needs a small change to the screen, not just the grid — ask Josue.

How do I change how far ahead drivers can see their schedule?

This isn't a Permissions-grid row — it's a company-wide setting on the same screen.

1. Admin → Users & roles, Users tab (not Permissions).
2. In the Company settings card at the top, use Driver schedule visibility.
3. Pick Today only, Today + tomorrow (default), 3 days ahead, 1 week ahead, 2 weeks ahead, or 1 month ahead.

It applies to every driver at once — there's no per-driver or per-role version of this setting. See 17 — Users, roles and permissions.

B. Questions the office has asked

"How can I see the patients' individual names in a combined ride?"

Look for a black +N badge in the bottom-right corner of the ride's box on the dispatch board — that's the mark of a shared ride. Tap it to slide the box down and list everyone in it. Full details: 05 — The dispatch board.

"Can I change the time on a standing order for one rider only, and leave everything else the same?"

A standing order already belongs to one client, so this never touches another rider either way — "leave everything else the same" here means the rest of the day and the other clients, not "just this one day." Read this phrasing as asking to change the standing order itself:

1. Open one of that client's trips and click Move time. Set the new time.
2. When the trip repeats, choose This and all N future trips — the standing time changed. This trip and every later one for this client move to the new time and stay there.
3. Click Save.

Only pick Just this trip — the other N in the schedule keep their time instead if they actually named a single date — "she has a late appointment this Thursday" or "just for tomorrow." When it's unclear which one is meant, ask: is this for one specific day, or should every future trip move to the new time? Full details and the phrasing table this is based on: 03 — Repeating schedules, Changing the time — one trip, or the standing order itself.

"Can I cancel just the return trip of a standing order, without touching the rides out?"

Yes. Open the ride home for that day (not the ride out), click Cancel trip…, and under This trip repeats choose Cancel the ride home on this and all N future days — the rides out stay. This drops the ride home from the rest of the schedule and leaves every ride out on the board. It only works starting from the ride home — opening the ride out doesn't offer this choice. Full steps: 06 — Trip details, Steps — cancelling a trip.

"We forgot to update the address on a trip from yesterday — can we still fix it?"

Yes. Once a trip is marked completed there's no edit link on the address rows, but the trip isn't locked:

1. Open the trip and click Reopen — back to scheduled.
2. Use the edit link on Pickup or Destination to fix the address.
3. Click Mark complete again.

Choose Just this trip unless the client actually moved. Nothing is charged twice, either way. Full steps: 06 — Trip details, The trip already ran.

"How do I mark a trip paid?"

From Receivables: find the trip's row in Open invoices and click the ✓ button (Mark paid), or open the trip itself on the dispatch board and use Mark paid there. Either way you fill in Payment date, How it was paid, and an optional reference and note. Full steps: 13 — Recording a payment. This needs Record payments & mark invoiced — see Section A above if it isn't available to your account.

"A driver is off for the whole day — what happens to their trips?"

Take them off the schedule from Fleet → Drivers (or mark the day off). When you do, a box asks where their trips should go:

• Move trips to Unassigned — the recommended choice. They land in the Unassigned list at the top of the dispatch board's right-hand panel, tagged DRIVER OFF — REASSIGN, so they can't get missed or buried at the bottom of the board.
• Keep them on [driver] — leaves them exactly where they are, still tagged, until someone reassigns them by hand.

Move trips to Unassigned is the one to click — it's what keeps those trips visible instead of sinking to the bottom of the list. Full steps: 10 — Drivers, Steps — time off (add a single day as All day time off; the Where should these trips go? box appears if the driver already has trips that day).

"Where do I see or change a cancellation fee?"

It's on the cancelled trip itself, on the Price & payment row: Cancellation fee $… · invoice #…-C, with where that invoice stands (Open, Invoiced, Paid, In collections). To change the amount (Executive and Billing accounts only): click Change fee next to it, type the new amount, and Save — it updates the trip and the Receivables invoice together, in one step. Type 0 if there should be no fee at all — that voids the #…-C invoice instead of leaving it open at $0, and the trip then shows No fee (waived). Full steps: 06 — Trip details, Steps — changing a cancellation fee.

"The driver cancelled at the door — how do I charge the no-show fee?"

Open the trip — it has an amber band at the top, "Cancelled by the driver — decide the cancellation fee." Choose a Cancellation fee from the dropdown (it always starts on Choose…, nothing is picked for you): No fee, Custom amount…, or Full fare. Click Done — it stays greyed out until you actually pick one, on purpose, so a cancellation at the door can never quietly settle as "no fee" just because someone clicked through without choosing. Picking No fee yourself is fine if that is the right call for this rider; the point is that it has to be a real choice, not a default. A fee creates the receivable the same way an office-cancelled trip's fee does. Full steps: 06 — Trip details, Steps — after a driver cancels from their phone.

"How do I mark a cancellation fee paid?"

On the trip itself, under Price & payment, the Cancellation fee $… · invoice #…-C line carries its own Mark fee invoiced and Mark fee paid buttons while it is Open — separate from the fare's buttons further down the same panel, which only ever touch the fare. Click Mark fee invoiced once the payer has been billed (optional), then Mark fee paid once the money is in. The line updates to Paid immediately and the payment shows on 13 — Recording payments, the same as recording it from Receivables. This needs the same permission as the fare's Mark invoiced / Mark paid — Executive, Billing and Dispatcher by default. Full steps: 06 — Trip details, Marking a cancellation fee invoiced or paid.

"Who pays on each leg of a round trip?"

A round trip is billed once, on one leg. The leg carrying the invoice shows the real Who pays (Private Pay, Facility Invoice, or Unassigned). The other leg shows the same Who pays, with a note that it's a "Round-trip invoice — it sits on trip #…, the other leg, and covers both." Changing it from either leg changes that one invoice for both. The $0.00 you sometimes see on the other leg is correct — look for "Billed on trip #…" underneath. Full details: 06 — Trip details, Who pays and "Billed on trip #…".

"Can dispatchers change who pays or the payment method after a trip is already entered?"

Yes, as of 2026-09-28 — this used to be Executive and Billing only. Now, by default, Executive, Billing and Dispatcher accounts can open the trip and use the Who pays dropdown or Change Bill to to fix a wrong payment method, whether it was entered wrong at booking or needs to change later. Intake accounts still don't see either row. An Executive can turn this off again for Dispatcher in Admin → Users & roles → Permissions — see Section A above. Full steps: 06 — Trip details, Who pays and Bill to.

"How do I change a driver's van on one trip from my phone — I can't drag it?"

Open the trip and click Assign or Reassign on its panel, pick the new Driver and/or Vehicle, choose Just this trip, and click Save assignment. This works the same on a phone or tablet as it does on a desktop — you never have to drag the trip block. Don't use the driver's Usual vehicle field on their roster record for a one-trip change — that changes their van for every future booking instead. Full steps: 06 — Trip details, Steps — assigning or changing the driver and van on one trip.

"How do I see how many trips a referral source sent us in the last 6 months?"

Left menu → Business → Reports → the Referral sources tab. Use the period dropdown at the top right and pick Last 6 months, then read that source's row in the table's total column. Full steps: 14 — Reports, Referral sources.

"How do I download all our records as a spreadsheet?"

Admin → Users & roles → Backup & data tab (Executive accounts only by default). Set a date range, then click Download spreadsheet under Spreadsheet of your records — that's the Excel file to open in Excel or Google Sheets. Download backup file under Complete backup file is the other option; it's a technical file you can't read, for rebuilding the system if it ever had to be restored. Full steps: 18 — Backup and downloading your data.

"How do I merge two customer records that are the same person?"

Only Executive accounts can do this — the Merge duplicates button doesn't show up for anyone else. An Executive clicks Merge duplicates at the top of the Customers list, picks the record to keep and the duplicate to remove, then Merge accounts. This cannot be undone. Full steps: 08 — Customers, Steps — merging duplicates.

"How do I schedule a ride to go with the same driver every time?"

Set the Preferred driver field on the client's own record: open Customers, click the client, pick the driver in Preferred driver, and Save changes. Every new booking for that client then starts with that driver already picked. If the client already has trips on the books, a checkbox lets you also move those existing trips to the new driver. Full steps: 08 — Customers, Steps — the same driver every time (Preferred driver).

"The ride home (B leg) doesn't show the suite number. How do I fix it?"

It now shows on its own. A ride home shows the same suite and department as the ride out, next to its pickup, on the trip panel, the dispatch board, the driver's My Schedule and the run sheet — and rides home that were already booked show it too. If you still see only the street, refresh the page first. If it is still missing, the ride out has no suite on it: open the ride out, click edit on the Destination row, add the suite (and Department if there is one), and click Save — the ride home follows. Full steps: 06 — Trip details, Steps — changing the pickup or destination address.

"How do I add a suite or a department to a trip that is already booked?"

1. Open the trip and click the small edit link on the Destination row (for the place the client is going to) or the Pickup row.
2. Type the suite after the street address, for example Suite 200, and/or fill in the Department (optional) box.
3. Leave Also update the return trip ticked on a round trip, and click Save.

The edit link is there while the trip is scheduled or on its way; once a trip is completed, click Reopen — back to scheduled first. Full steps: 06 — Trip details, Steps — changing the pickup or destination address.

"If I change the address on the ride out, does the ride home change too?"

Yes, in most cases. On a round trip, Also update the return trip is ticked by default. The ride home is changed along with the ride out when it picks up at that same place, so its pickup, suite and department stay in step. Untick the box if you want only this trip to change. Full steps: 06 — Trip details, Steps — changing the pickup or destination address.

"How do I change the address on only one trip and leave the ride home alone?"

Open that trip, click edit on the Pickup or Destination row, type the new address, and untick Also update the return trip before you click Save. Only this trip changes; the ride home keeps its own address, suite and department. To keep the change to this one date on a repeating trip, also leave Just this trip — a one-time change selected. Full steps: 06 — Trip details, Steps — changing the pickup or destination address.

"The ride home picks up somewhere different from where we dropped off. Will changing the ride out mess it up?"

No. Also update the return trip only changes the ride home when it picks up at the same place the ride out goes to. If the ride home starts somewhere else, it is left alone, whether the box is ticked or not. The other way round, if you change the ride home's pickup to a different place and don't type a new Department (optional), the old department is cleared so the driver isn't sent to the wrong one. Full steps: 06 — Trip details, Steps — changing the pickup or destination address.

"We booked the ride home as a separate trip. Why doesn't it show the suite?"

A ride home only takes the suite and department from the ride out when the two are linked — that happens when you book one trip with Round trip ticked. A ride home booked on its own as a separate trip isn't linked to anything, so it shows only what was typed on it. To fix that one, open it, click edit on the Pickup row, type the suite after the address (and the Department (optional)), and click Save. From now on, tick Round trip when you book so the two legs are linked. Full steps: 02 — Booking a ride, 5. Mobility and trip type, and 06 — Trip details.

"Where do I see Heart of Gold's progress report and results (the Scoreboard)?"

Executive accounts have Progress & results in the left menu, under Business, just below Reports. Click it and the progress report opens in a new browser tab. On the report's Performance tab you can see how people find and book Heart of Gold, including the website numbers. Close the tab to come back to the CRM.

If you do not see Progress & results, your account is not an Executive account; ask an Executive to open the report for you. Where it sits in the menu: 01 — Getting around, The left menu.

"A facility is listed under Sacramento but it's in Fresno — how do I move it?"

Open the facility and change its Location.

1. Left menu → Partners → Facilities.
2. Click the facility's row.
3. Under Name, change Location from Sacramento to Fresno. A line confirms "Saving moves … from Sacramento to Fresno."
4. Click Save changes.

It leaves the Sacramento list right away and shows in Fresno's list (and in Fresno's booking pickers). Trips, clients and invoices that already use the facility are not changed, and the move is written to the activity log. When you add a new facility you choose the same Location at the start, so one in the Fresno area can be added straight to Fresno even while you are working in Sacramento. If you get "Your account only works in …", your account is limited to one location; ask an Executive to move it. Full steps: 09 — Facilities and brokers, Steps — moving a facility to the other location.

"A driver is working in Fresno today. Where did their Sacramento trips go?"

They wait in the Unassigned list on the right of the dispatch board, with an amber DRIVER AWAY IN FRESNO — REASSIGN tag (or SACRAMENTO) and a line saying the driver is working the other location that day. Nothing was moved or cancelled: the trip is still on that driver until you give it to someone else.

1. Left menu → Dispatch Board, with Sacramento selected at the top, on that day.
2. Find the trip in Unassigned — drag to a driver.
3. Drag it onto another driver's column (it lights up green), or click it to open it.

Trips in the location the driver is visiting show on their column there as usual. Only the main driver is checked; a second (assist) driver who is away does not put the trip in this list. Full steps: 05 — Dispatch board and 10 — Drivers, scheduled at another location.

"Where do I write down a visit to a facility (who we met, what we brought)?"

Use the facility's Visit log. Each visit is its own dated entry, so nothing written earlier is lost.

1. Left menu → Partners → Facilities, then click the facility.
2. Scroll to Visit log.
3. Fill in Visit date, Contact, What was brought and How it went (or leave it on Not noted), and type what happened.
4. Click Add a visit.

The newest visit shows at the top, with who logged it. To fix one, click the pencil on that entry, change it, and click Save visit. The single Notes line above the log still works as before. Full steps: 09 — Facilities and brokers, Visit log.