FAQ and troubleshooting

Common questions

Can BookandManage take card payments from customers?

Not at the moment. BookandManage records payments, deposits and bonds, works out what's owed and sends reminders, but you take the money the way you do now (EFTPOS, your card terminal, bank transfer or cash) and record it. Website widgets send enquiries and booking requests, not payments.

Do customers need an account?

No. Customers never sign in. They get links to their quote, their application form and their emails, and they sign agreements at the counter or when you check the car out.

Can we use it on a phone or tablet?

Yes. It runs in the browser and works on phones and tablets, which is handy for inspections in the car park. There's nothing to install.

Does it work outside Australia?

Yes. Businesses in any country can sign up online. Inside the app, currency, time zone, tax, number and date formats, address formats and bank details all follow the country you set, and around 60 countries have their currency, time zone and tax name built in. Everywhere else starts in US dollars and UTC, which you change in Settings, Region and tax.

Can we run more than one branch?

Yes. Add each one in Settings, Locations. Cars are kept at a location, bookings can start and end at different ones, and each location can have its own surcharge and opening hours. There's no extra cost.

Is rent-to-own separate?

No. Rent-to-own contracts sit in the Contracts area next to your hires, using the same customers, cars and invoices. See Rent-to-own contracts.

Can we bring in our existing customers and cars?

There's no import tool yet. Add cars and models in the Fleet area; customers are added as they book or apply. If you have a lot to move, contact us first.

What happens to our data if we leave?

It's yours. Download it from Settings, Billing before you go. After the subscription ends, the account is read-only for 7 days, then locked, and the data is deleted 90 days after locking. See Billing and your account.

Troubleshooting

The setup wizard keeps coming back

It opens while required steps are unfinished. Skip for now hides it for 12 hours. To stop it for good, finish the remaining steps: the Finish setup chip in the top bar shows which. Only people who can change settings see it.

I can't take a booking: it says "Finish setup" or "Add a car first"

A booking needs at least one location and one car. Add a location in Settings, Locations and a car in Fleet, Cars.

A car doesn't show up in availability

Check that:

• its status is Available, not in maintenance, out of service or sold;
• it isn't on hire, held for a lead, or in the workshop during those dates, including the turnaround time either side;
• its model year is offered for new hires and its category is offered to customers;
• it's kept at the location you searched.

Turn on Show unavailable cars to see why each one is excluded.

Customers aren't getting emails

See If emails aren't arriving. Usually your email isn't connected yet, or that template is switched off.

The Hand over vehicle button says "Start pickup inspection"

Inspections are set to Required in Settings, Rental. Do the pickup inspection first, or change the setting to Reminder.

A booking is stuck in Inspection

It was checked in with damage, or with the bond held. Open the damage report and charge the customer or mark it resolved, or press Complete booking on the booking to settle the bond.

Someone can't see a page or button

Their role doesn't include the permission for it. Check their role in Team, Roles and permissions. Only someone with Manage the team can change it.

The widget doesn't appear on our website

• Make sure it's published (Live, not Draft or Paused).
• Check your website's address is in Allowed websites, including the right domain. Subdomains are included.
• Paste the embed code exactly as it's given, in a place that allows HTML.
• Try the hosted link. If that works, the problem is on the website side.

An invoice can't be voided

Invoices with payments recorded against them can't be voided, and voiding needs the Approve money decisions permission. Refund the payment first if that's what you need.

Address search isn't suggesting anything

Type the address in by hand. Address search falls back to another provider and then to manual entry if lookups aren't available, so you can always save it.

Still stuck?

Email support@bookandmanage.com from the address you sign in with, or use the contact form. We reply within one business day.