Stuck on something? Let’s sort it.
Real people, based in the UK, who know the product. Most questions have a quick answer below, and if yours does not, email us and we will pick it up.
Email us
The fastest route for anything account-specific. Tell us your company name and what you were doing when it went wrong.
hello@gafferly.comHelp centre
Step-by-step guides for every part of the product, written for the trade. No login needed, read the lot before you sign up if you want to.
Open the help centreWhen we reply
We aim to answer within one working day, Monday to Friday, 9am to 5pm UK time. Anything that stops you working goes to the front of the queue.
The things that come up most
Worth a look before you email, these solve it nine times out of ten.
I cannot sign in
Check you are using the email you signed up with, not a shared office address. If you have forgotten the password, use the reset link on the sign-in page. If you were invited by a colleague and never set a password, ask them to resend the invite from Settings, Team. Invites expire after 14 days.
My engineer cannot see their jobs
Jobs only show for the engineer they are assigned to. Open the job in the diary and check the assignment. If they still see nothing, have them pull down to refresh, then sign out and back in on the app.
The app is not updating on site
Work you do offline syncs when the phone gets signal back, so give it a minute once you are out of the loft or the plant room. If it still looks stale, pull down to refresh. Nothing is lost while you are offline.
I am not getting notifications
Notifications need permission from the phone, not just from Gafferly. On iPhone check Settings, Notifications, Gafferly. On Android check App info, Notifications. Then sign out and back in so the device registers again.
An invoice has not reached Xero
Only sent invoices sync, drafts stay in Gafferly on purpose so nothing lands in your accounts before you mean it. Check the invoice is sent, and that Xero still shows as connected in Settings, Payments. Reconnecting is one click and safe to do any time.
A customer says they never got the email
Open the job or invoice and look at the message history, it records whether each message was sent, delivered or bounced. A bounce usually means a typo in the address. Ask them to check spam before you resend.
I need to change my plan or billing details
The account owner can open Settings, Team and choose Manage billing. That opens the secure Stripe portal where you can change plan, update the card, add seats, download invoices or cancel.
How do I export my data?
Your data is yours. The account owner can export the whole workspace from Settings. If you would rather we produced it for you, email us and we will.
Before you buy
Is there really a free trial?
Yes, a full 30-day trial with every feature unlocked. We take a card to start it, but you are not charged until the 30 days are up, and you can cancel any time before then and pay nothing.
Am I tied into a contract?
No long contracts. Pay monthly and cancel whenever you like. Your data stays yours and you can export it.
We use Xero already, will it work?
Yes. Connect Xero in one click and Gafferly mirrors every invoice and payment into it automatically.
Can my engineers use it on a phone?
Yes. There are free apps for iPhone and Android, and it works in any phone browser too: see today's jobs, navigate, add photos and mark work done on site.
Which trades is it for?
Any UK field-service trade: heating, plumbing, electrical, gas, HVAC, refrigeration, and plenty that do a bit of everything. Job types, forms and checklists are yours to name, so it fits how you work rather than the other way round. Gas and electrical firms also get built-in CP12 and EICR certificates.
Is it built for the UK?
From the ground up. UK VAT, pounds and pence done properly, UK postcodes, and language that sounds like the trade rather than Silicon Valley.
How long does it take to set up?
An afternoon. Add your team and customers, connect Stripe and Xero if you use them, and you are booking jobs the same day.
What does it cost after the trial?
£29, £49 or £79 per user per month depending on the plan, with two months free if you pay annually. No setup fees and no VAT to add, because we are not VAT registered.
Account, billing and your data
Billing and plans
Change plan, update your card, add seats or cancel from Settings, Team, Manage billing.
Sign in to manageAdding your team
Invite engineers and office staff from Settings, Team. Each seat is billed per month.
Read the guidePrivacy and security
How we handle your data, who processes it, and your rights under UK GDPR. Questions to privacy@gafferly.com.
Privacy policyDeleting your account
How to delete your Gafferly account and what happens to your data afterwards.
Delete accountStill not sorted?
Email us with your company name and what happened. We would rather you asked than sat there fighting it.