Common questions and quick fixes

Most "it's not working" moments are Openhood behaving exactly as designed to protect a record. This page explains the common ones and the step to get moving again.

I cannot edit a quote I already sent

A sent quote is locked on purpose. When you send, Openhood freezes a snapshot of exactly what the customer saw: the line items, their inclusive prices, any discount, and the total. You cannot edit a sent quote in place.

  1. Open the quote and undo it back to draft.
  2. Make your changes.
  3. Send it again, which records a fresh snapshot.

Undoing to draft retires the old sent snapshot so the approved record always matches what the customer actually saw. See Send a quote and get it approved.

The customer's SMS reply did not change the quote

That is expected. An SMS reply is staged for you, never applied on its own. The repair order keeps waiting until an advisor confirms.

  1. Open the quote. The customer's raw reply shows above the proposed decisions.
  2. Check each line, marked Approved or Declined, and change any you disagree with.
  3. Confirm. Only then do the line statuses change and the approved work is actioned.

The advisor confirmation step is permanent, not a temporary safety rail. See Additional work and SMS replies.

The customer has not received their SMS

Customer messaging runs on a number that each site provisions for itself. If a site has not finished customer messaging setup, links and texts have nothing to send from.

Check the site's customer messaging number

Each site gets its own customer-facing number through Openhood. Confirm the site has completed customer messaging setup in Communications settings. Quote links, status updates, pickup messages, and replies all depend on that site number being in place.

A web approval link does not need a reply to work: the customer opens the link, proves the phone number on file with a one-time code, and approves line by line. See Send a quote and get it approved.

My changes are not saving out on the bay floor

If your device dropped connection, Openhood does not lose the change. A failed mutation is queued on the device and replayed when the connection comes back.

Watch for the queued state

A queued change shows you it is waiting rather than confirmed. Stay on the page, get back into signal, and let the queue replay. Avoid re-entering the same change, since the queued one will still land.

On the mobile app the offline banner shows the pending count and replays automatically when connectivity returns, so you can see that interrupted work will sync. See Work a job card.

My labour timer seems to have stopped on its own

You can only have one labour timer running at a time. Starting a timer on a new job automatically stops any other timer you had running, so time on a job you stepped away from does not keep climbing. If a timer stopped, a newer one was started. See Work a job card.

I cannot submit a job card for review

A card with a stuck task is not ready to hand off. Stuck is open work, not a finished or approved state. Resolve or re-status the stuck task, then submit the card. Marking a task Stuck also requires a short reason and keeps the task open rather than closing it. See Work a job card.

I cannot change a finished invoice

Finalising an invoice is the record-of-sale moment. It assigns the invoice number, derives the issue date, locks editing, and freezes the layout into a snapshot. A finalised invoice is read-only.

When you can still undo a finalise

You can undo a finalise back to draft only while the invoice is still unsent, unviewed, unpaid, and not yet synced to your accounting connection. Once a customer has seen it or a payment has landed, it stays put.

See Finalise an invoice.

My invoice says Finalised but the customer never got it

A successful first delivery moves an invoice from Finalised to Sent. If a send fails, the invoice stays Finalised and the failure is recorded, rather than falsely claiming the customer received it. Retry the send. Every send and resend is logged with its method and outcome. See Finalise an invoice.

A declined quote line is missing from the invoice

That is by design. The invoice reflects approved line items only. Declined lines stay on the repair order report for future follow-up but are never billed. The full repair order report, with declined items and inspection findings, is a separate artifact from the invoice. See Additional work and SMS replies.

A returning car shows up under a different customer

Vehicle history follows the car; billing history follows the person. A registration is unique within your workshop, so when the same car returns under a new owner, Openhood relinks ownership instead of creating a duplicate vehicle. Past repair orders are never rewritten: each visit stays attributed to the customer who authorised and paid for it. See Manage customers and vehicles.

I cannot delete a customer

Archiving is the normal way to remove a customer. It hides them from search and new repair order matching while keeping their history intact for disputes, recovery, and audit. A true delete is only possible for empty test or duplicate records with no real history attached. Archiving, deleting, and imports are admin and owner work. See Manage customers and vehicles.

Still stuck?

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