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15. FAQ & Troubleshooting

Common questions and solutions to help you get the most out of Stone Project.

15.1 Account Issues

I forgot my password

  1. On the login screen, tap Forgot Password?
  2. Enter your email address.
  3. Check your inbox for a password reset link.
  4. Tap the link and create a new password.

I'm not receiving the verification email

  • Check your spam/junk folder.
  • Make sure you entered the correct email address.
  • Tap Resend Verification Email on the verification screen.
  • If using Gmail, check the Promotions or Updates tabs.
  • Add [email protected] to your contacts.

I want to change my email address

  1. Go to Settings > Profile.
  2. Update the email field.
  3. You will receive a verification email at the new address.
  4. Verify the new email to complete the change.

How do I delete my account?

  1. Go to Settings > Advanced > Delete Account.
  2. Confirm by entering your password.
  3. Your account and all associated data will be permanently deleted.

15.2 Piece Listing Issues

My photos are not uploading

  • Check your internet connection.
  • Ensure the photo file size is under 10 MB.
  • Try reducing the photo resolution in your camera settings.
  • Close and reopen the app, then try again.

My piece is not appearing in search results

  • Make sure the piece status is Available (not Draft or Sold).
  • Ensure you have filled in all required fields (title, dimensions).
  • Adding a stone type, price, and at least one photo improves discoverability.
  • New listings may take a few minutes to appear in search.
  • Free plan users: check that you have not exceeded the 20-piece limit.

How do I mark a piece as sold?

  1. Open the piece's detail page.
  2. Tap Edit.
  3. Change the status to Sold.
  4. Tap Save. The piece will be removed from active marketplace listings but retained in your records.

15.3 Payment & Subscription

How do I upgrade to Pro?

  1. Go to Settings > Subscription.
  2. Pick a tier and tap Subscribe.
  3. Complete the purchase (App Store, Google Play, or card checkout on the web). See Section 11.4 for full details.

Can I get a refund?

It depends on where you bought the plan:

  • Web or desktop: open a support ticket in the app (Support > New Ticket).
  • iOS: Apple Support at reportaproblem.apple.com
  • Android: Google Play Support

My Pro features disappeared

  • Check that your subscription is active in Settings > Subscription.
  • Verify in your app store that the subscription has not expired.
  • If you recently changed devices, make sure you are logged in with the same account.
  • Tap Restore Purchases on the subscription screen.

I was charged but my plan didn't activate

  1. Close and reopen the app.
  2. Go to Settings > Subscription and tap Restore Purchases.
  3. If the issue persists, check your app store purchase history.
  4. Contact support with your receipt/transaction ID.

15.4 Drawing Tool

The canvas is not responding to touch

  • Make sure you are on the correct wizard step (toolbar is only active in steps 1, 2, and 4).
  • Try zooming out — you may be zoomed into an area without shapes.
  • Tap an empty area to deselect any active shapes.
  • If on a tablet, ensure the stylus compatibility setting is correct.

I lost my drawing — can I recover it?

  • Drawings auto-save as you work. Reopen the project or quote to find it.
  • Check More > Projects for quotes linked to projects.
  • Standalone drawings are accessible from the Drawing Tool screen.

Dimensions are showing in the wrong unit

  • Go to Settings > Preferences > Units and change to your preferred system (Imperial or Metric).
  • Existing drawings will update to reflect the new unit.

How do I add a custom shape?

The Drawing Tool supports Quick Draw templates (Rectangle, L-Shape, U-Shape, Polygon, Ellipse, and Freeform). Use the Freeform or Polygon tools for irregular shapes, or combine multiple shapes on the canvas for complex layouts. You can also save custom shapes to your Shape Library for reuse across projects.

Can I draw an island with a half-moon (half-circle) end?

Yes. Draw the island as a rectangle, go to Corners & Bumps, click the side that will be round and choose Full Radius.... Type a Depth of half that side's length (a 38" side takes 19"), keep Convex and Extend, and click Save. For a curve on only part of a side, use Add Bump-Out Arc.... Step by step with pictures: Half-Moon Island or Bar.

Can I import drawings from CAD software?

Yes. The Drawing Tool imports DXF (AutoCAD R12). In the Drawing Tool top toolbar, tap Import CAD, then AutoCAD DXF (.dxf). On a phone, swipe that bar to the right if you do not see the button. There is no three-dot menu for this. .dwg files are not imported — from AutoCAD, export as DXF R12 first. See Section 4.9 for details.

I use Moraware (or another quoting software). Can I bring my open quotes over?

Yes, without retyping. Go to More > Projects > + New Project and tap Import quote/drawing from another software. Drop screenshots of the quote-detail screen and Stone Project reads the client, the drawing and the priced line items. You review it all, choose to keep the source prices or use your own price list, and tap Create in system. Step by step in Section 6.4.

The rest of the move is spreadsheets: your price list (types, brands, colors and prices) goes in from Settings > CSV Import > Pricing (template in Section 16), your customers from the client CSV Import (Section 6.3), and drawings from DXF. Rather have us move it? Settings > Migrate from your current system sends us what you use today and an export, and we bring your clients, jobs and inventory over (see Integrations > Moving from another system). Plans are tiers by team size, not a per-user fee, and crew who only clock in are free on every plan.

Can I export drawings for CNC machines?

Yes. Draw the countertop with its seams, mitered edges and cutouts, then tap Export in the top toolbar and choose DXF - Separate pieces (CNC). Every part comes out as its own closed outline, ready for the machine to nest and cut. It needs the slab layout of the drawing open first; if you do not use slabs, go to Export > Export Drawing, pick DXF and switch on Separate pieces, as drawn (CNC). A metric shop can switch on Export in millimeters there. For a file to open in AutoCAD or Fusion 360 instead, use Export CAD. Step by step in Section 4.9.

How do I use the Shape Library?

Save frequently used countertop shapes to your Shape Library for quick reuse:

  1. Select shapes on the canvas, then choose Save to Library.
  2. To insert a saved shape, tap the Shape Library button in the toolbar.
  3. Browse, search, and organize your shapes into folders.

See Section 4.10 for details.

How do I restore a previous version of my drawing?

Open the Revisions dialog (history icon in the Drawing Tool). You can view all saved revisions with timestamps, author, and change summaries. Tap Restore on any revision to revert to that version. See Section 4.16.

How do I change the font size for dimensions or annotations when exporting?

In the export dialog, enable Include Dimensions or Include Annotations, and a font size slider appears below each option. Adjust dimension font size (6–20) and annotation font size (4–14) before exporting. See Section 4.14 for all export options.

How do I get the measurements on the drawing of the quote PDF?

In the Drawing Tool tap Export > Export PDF. In the options window, under Include Drawing, tick Show Dimensions and export. That changes only this PDF. To have the measurements on every quote, turn on Show Dimensions in Settings > Drawing & Documents > PDF Settings, which is the default the window starts from.

Can I move several pieces to another area at once?

Yes. Select them (drag a box around them, or Ctrl/Cmd + click each one), then drag the selection onto the tab of the other area, or right-click one of the selected pieces and choose Move to Area. All of them go together, and one Undo brings them all back. See Moving Pieces to Another Area.

How do I assign an inventory slab to a specific job?

From the drawing: in the Material & Color step, with the area selected, tap Browse all inventory under the material and tap the slab. The drawing gets its piece and the inventory record is reserved for this job at the same time. You can also do it without drawing: Mark as reserved on the piece's Stock card, on its status badge in the inventory list, or from the job's Inventory Tracking card. See Picking the Actual Slab from Your Stock and Reservations & Holds.

My slab scanner's slabs do not show under the color I picked

The Available in Inventory block only lists slabs of that exact catalog color, and only the ones still free. A slab synced from a slab scanner is often not linked to a color, so it never appears there. Tap Browse all inventory instead and search by the stone name — scanner slabs are found by name in that picker. See Picking the Actual Slab from Your Stock.

15.5 Measurement

AR Measurement is not available on my device

AR Measurement requires:

  • iOS: iPhone 12 Pro or newer with a LiDAR sensor (ARKit).
  • Android: An ARCore-compatible device running Android 7.0+. Most modern Samsung, Google Pixel, OnePlus, and Xiaomi devices are supported.

If your device does not meet these requirements, use Photo-Based or Manual measurement instead. The app checks AR compatibility automatically and hides the AR option if your device is not supported.

Photo-Based Measurement gives inaccurate results

  • Ensure the reference object is flat on the same surface as the piece.
  • Take the photo from directly above (perpendicular to the surface).
  • Use good, even lighting without strong shadows.
  • The reference object must be fully visible in the frame.
  • Try using a different reference object (ruler instead of credit card, for example).

Can I re-measure an existing piece?

Yes. Open the piece and tap Edit > Update Dimensions. You can re-measure using any method and the piece listing will update.

15.6 Notifications

I'm not receiving push notifications

  1. Check that notifications are enabled on your device:
  2. iOS: Settings > Stone Project > Notifications > Allow Notifications
  3. Android: Settings > Apps > Stone Project > Notifications > Enable
  4. Check in-app notification settings: Settings > Notifications (the Push notifications master switch and the Push switch of the group).
  5. Ensure the app has not been force-stopped or battery-optimized away.

Too many notifications

  1. Go to Settings > Notifications.
  2. Turn off the Push (or Email) switch of the groups you don't need. There is no quiet-hours setting; the bell still keeps everything.

15.7 QuickBooks Integration

QuickBooks sync failed

  • Check that your QuickBooks connection is still active in Settings > Integrations > QuickBooks.
  • If the connection expired, tap Reconnect and re-authorize.
  • View the Sync History to see specific error details.
  • Failed exports are retried automatically every hour. You can also retry manually.

Data is different between Stone Project and QuickBooks

  • Sync is not instant — data updates every 15 minutes.
  • If you made changes directly in QuickBooks, allow time for the next auto-sync cycle.
  • For immediate sync, go to QuickBooks settings and tap Sync Now.

15.8 Client Portal

How do my clients access the portal?

Clients receive portal access automatically when you send them a quote or invoice. They can also be invited manually from the client profile. Clients log in via magic link (email), Google, Apple, or password.

Can I customize the portal appearance?

Yes. Go to Settings > Company > Portal Settings to configure your portal subdomain, upload your logo, and set brand colors. The portal uses your company branding for a professional experience.

What can clients do in the portal?

Clients can view their projects, approve/reject quotes, view and pay invoices, send messages, and download shared files. See Integrations > Client Portal for full details.

15.9 Offline Mode & Data Sync

Some data is missing when I'm offline

Stone Project caches essential data for offline use, including your pieces, clients, and projects. However, some features require an internet connection:

  • Searching the marketplace
  • Sending quotes and invoices
  • Processing payments
  • Syncing with QuickBooks

When you go back online, any pending changes sync automatically.

My changes didn't save

  • Check your internet connection. If you were offline when making changes, they should sync when you reconnect.
  • If the issue persists, try pulling down to refresh the screen.
  • As a last resort, go to Settings > Advanced > Clear Cache and log in again.

15.10 Pro Features & Paywall

I see a "Pro Required" popup

Some features are exclusive to the Pro plan. When you try to access a Pro-only feature on the Free plan, the app shows a paywall screen explaining the feature and offering an upgrade option.

Pro-only features include: CRM, Drawing Tool, Quotes, Invoicing, Calendar, Analytics, Integrations, Floor Plan Editor, Group Conversations, Time Clock Review and Financial Visibility. See Subscription Plans for the full comparison.

I upgraded but still see the paywall

  1. Close and reopen the app completely.
  2. Go to Settings > Subscription > Restore Purchases.
  3. If the issue persists, wait a few minutes for the app stores to process the purchase.
  4. Contact support if the problem continues.

15.11 Time Clock

Team members' time clock entries are wrong

Managers fix entries on the Team screen:

  1. Open Team and tap the Time Records icon (clipboard) in the top bar.
  2. Pick the period and the employee, and find the entry.
  3. Edit it to set the right check-in and check-out, or use Add time entry for a punch that was never made.

If the member sent the entry for review, a Pending reviews badge shows on the Time Clock screen: open it and choose Approve, Approve & correct (set the right times) or Reject.

I clocked in at the wrong time

If you clock in or out outside your schedule, the app asks for a reason. If you were on time and only forgot to punch, tick I was on time, I just forgot to clock in/out: your manager gets a review request and can correct the time.

15.12 Floor Plan & Facilities

Can I have more than one company under the same login?

Yes. Someone can invite you to their team, or you can create another company yourself from Settings → Create new company. Create a second company only for a separate legal entity; two locations of the same business are facilities. When you belong to more than one, tap the company name at the top of the Dashboard to switch. Each company has its own inventory, clients, quotes, team and subscription — nothing crosses over. The 7-day Pro trial is only on the first company you own. See Company Management > Account, Companies and Facilities.

What is the difference between a company and a facility?

A company is the business: its own clients, pricing, team, invoices and plan. A facility is a location inside that same company — a warehouse, showroom or shop. Facilities share everything with the company; they only record where material and crews are, and let you filter lists by location. Two yards of the same business are facilities; a separate legal entity with its own billing is a separate company.

Why do I only see pieces from one location?

The sidebar has an Active Facility selector (it appears once you have two or more facilities). If a facility is selected, lists show that location only — pick All facilities to see everything. If it is already on All facilities, your team member account may be limited to specific facilities; ask an admin to check your facility access.

I can't see the satellite background in the Floor Plan

  • Ensure your facility has a valid address with GPS coordinates. Go to Settings > Facilities, edit the facility, and verify the address is geocoded correctly.
  • Satellite imagery requires an internet connection.

How do I assign a piece to a rack?

Open the Floor Plan Editor for your facility, then drag the piece from the Pieces Panel (right side) onto the desired rack on the canvas. See Managing Pieces > Floor Plan Editor for details.

15.13 Team Map

How do I see where my team members are?

Go to the Team screen and tap the Map icon in the app bar (or select Team Map from the menu). The map shows all team members who have shared their location. See Company Management > Team Map for details.

Is my location tracked all the time?

No. Your position is shared only while Stone Project is open and in front on your device, and only if you allowed location access. When the app goes to the background or is closed, sharing stops. There is no background tracking. The map shows the last known location of members who are not sharing right now.

A salesperson left the shop. What do I do with their leads and jobs?

Nothing they worked on is lost. On Team, use Block Access on their row first (not Remove), then open Projects, tap the person icon and pick their name: that is every job and lead that is still theirs. Open each one, tap Edit and change Salesperson to whoever takes over; move their upcoming calendar activities with Edit Activity > Responsible. When nothing is left under their name, Remove them to free the seat. Step by step with screenshots: When Someone Leaves the Shop.

15.14 Group Conversations

How do I create a group conversation?

Go to Messages, open the Team tab and tap New Conversation. Select two or more team members, optionally set a Group name, type the first message and tap Create group. See Communication > Group Conversations for full details.

Can I archive a conversation?

Yes. Swipe a conversation to the left in the Messages list; it is archived at once (tap Undo if it was a mistake). To bring one back, tap the Archive icon in the top bar and then Unarchive. See Communication > Archived Conversations.

15.15 Referral Program

How does the referral program work?

Share your referral link with other fabricators. A shop that signs up with it gets US$ 10 in credit when it subscribes, and you earn 10% in credit on their payments for their first 12 months. The credit is applied automatically to your next Stone Project invoice; it is not a cash payout. See Company Management > Referral Program.

Go to Settings > Referral Program. Your code is at the top; tap Copy link or Share.

15.16 Contact Support

How do I get help inside the app?

Use the Concierge. Move your pointer to the right edge of the window and click the Concierge handle — it is on every screen, so you never have to go looking for it.

It opens on the Chat tab, where you can ask an AI assistant in plain language. It can answer, walk you through a workflow, take you straight to the right screen, and open a support ticket for you if it cannot solve the problem. The Open and Closed tabs next to it hold your tickets.

To raise a ticket yourself, tap New Ticket, pick a type, and describe the problem in the What happened? field. That is the whole form — the subject, priority, and which part of the app is involved are worked out for you.

You do not need to describe your screen

Opening the Concierge automatically captures a screenshot of the screen you were on, plus your app version and the part of the app you were using. Use Capture screen on the ticket to attach it. The screenshot icon in the header minimizes your draft so you can go grab another screen and come back — everything you typed is still there.

See Communication > Getting Help Inside the App for the full walkthrough.

Can I still reach support by email?

Yes — write to [email protected]. A ticket raised through the Concierge is faster, because it arrives with your screenshot, app version, and account details already attached.

  • Response Time:
  • Free plan: within 48 hours
  • Pro plan: within 24 hours (priority support)

If you do email, please include:

  • Your account email
  • Device type and OS version
  • App version (found in Settings > About)
  • Screenshots or screen recordings of the issue
  • Steps to reproduce the problem

15.17 Quotes, Orders & Invoices

What's the difference between a Quote, an Order and an Invoice?

They are three stages of the same job:

Document What it is
Quote A price you are proposing. Nothing is committed — you can revise it as much as you like
Order The accepted job. Created from a quote once the client says yes; this is what you fabricate and schedule against, and where deposits and payments are tracked
Invoice The bill. Generated from the order when it is time to collect

The normal path is quote → order → invoice, and you rarely create an order or invoice from scratch. See Orders & Deposits for how an order is created from a quote, and Generating the Invoice.

Quotes list showing eight quotes with distinct numbers and statuses

I changed a price but my old quote still shows the old number

That is deliberate. Every quote remembers the price list revision it was built from, so a quote you already sent cannot change under the client's feet.

To bring it up to date, reopen the price details for that project. A Prices Out of Date dialog appears listing every price that moved, shown as old → new. Tick the ones you want to adopt and tap Apply Selected Updates — anything you untick is locked onto the quote at the old price.

See Price Lists > When a Quote's Prices Go Stale, and Revisions and Revision History to see exactly what changed and when.

We don't take jobs under $650 — how do I set a minimum?

Do not inflate the material price and do not type a fake line every time. Set the shop floor once:

  1. Go to More > Financial > Price Lists, open any list, then the Settings tab.
  2. Under Minimum Charges, tap Minimum Job Charge and enter 650 (or your number).

The next quote that lands below that floor gets the difference added as its own line named Minimum Job Charge. See Price Lists > Minimum Job Charge.

My quote billed 30.3 sq ft but the drawing measures 30.34. How do I always round up?

Go to More > Financial > Price Lists, open any list, then the Settings tab, and set Measurement Rounding to Always up: next tenth (0.1) (30.34 becomes 30.4) or Always up: next whole (it becomes 31). The "Nearest" options can round down, which is how 30.34 became 30.3. A quantity that is already exact is not pushed up. It is one setting for the whole shop and applies to the sq ft and linear feet that come from the drawing.

How do I pay my templaters, fabricators and installers per job?

Go to More > Reports > Crew pay and pick the week. Every completed Template, Fabrication and Install activity is listed under the person it was assigned to, priced at that person's rate (per sq ft or per job) or, without one, at the labor cost in your price list. Tap Pay rates on a person to set their rates, pay extra items from the quote (backsplash, edges, cutouts, removal) and their sales commission %, then Download PDF for their statement. See Reports > Crew Pay.

Can I pay the installer extra for full backsplash, cutouts or mitered edges?

Yes. Go to More > Reports > Crew pay, tap Pay rates on the installer and, under Paid per item, tap Add item. Choose the item from your price list (full backsplash, cutouts, mitered edge, waterfall, removal, trip charge), type the rate (per sq ft, per lin ft, each or per job) and set Paid on to Installation. The quantity comes from the job's accepted quote, so a job with 2 sink cutouts and 18 sq ft of full backsplash pays both on top of the base rate, once per job, to whoever completes the install. See Reports > Crew Pay.

15.18 Clients & Accounts

What's the difference between a Client and an Account?

A client is who you bill for one job. An account is the company behind many of them — a builder, a kitchen dealer, a designer who keeps sending you work.

Use a client on its own for a homeowner. Create an account when the same business keeps coming back and you want its jobs, revenue, and contacts rolled up in one place. Clients are then linked to the account, and you can still bill each job to its own client.

See Accounts: Builders & Dealers for the full comparison and when to create one.

I found the tax rate tab but I can't click it

People ask this as: "encontrei a aba de colocar o tax rate mas não estou conseguindo clicar."

If you found the tax rate tab on the account (Default Tax Rate) and you cannot click it — the dropdown will not open — look one row up: Tax Exempt is on. An exempt account never charges sales tax, so picking a rate would do nothing. Turn Tax Exempt off (the switch just above the field) and the Default Tax Rate dropdown unlocks. Disabled because this account is marked Tax Exempt.

How do I set a different tax rate per state on the same price list?

Do not duplicate the price list per state. On each account, set Default Tax Rate to that state's rate (Massachusetts 6.25, Connecticut 6.35, Rhode Island 7). It takes priority over the price list rate. Leave the field blank on accounts that should keep using the list's rate.

See Accounts > Pricing & Terms.

Can I change the order of the price groups?

Yes. Open the price list, go to the Materials tab, pick the brand, and drag the handle on the left of each group. New subgroups no longer have to sit at the bottom. See Price Lists > Reordering Price Groups.

15.19 Purchasing & Receiving

I marked a purchase order as received but the slabs aren't in inventory

The status alone does not create stock. Inventory is created by the Receive Items step, line by line.

  1. Open the purchase order and tap Receive Items. (The action is only available once the PO is Sent, Confirmed, or Partially Received — never on a Draft.)
  2. Enter the quantity that actually arrived on each line.
  3. Tap Record Receiving.

One inventory piece is created per unit received — ten slabs means ten pieces, each with its own barcode — and the PO's status then updates itself to Partially Received or Received. See Purchasing > Receiving Items into Inventory.

15.20 Deleting & Recovering

How do I delete a project created by mistake?

  1. Open the project.
  2. Tap the ⋮ menu at the top and choose Delete (the red Delete Project button at the bottom of the project page does the same).
  3. Confirm. The project goes to the Trash, and the app returns to the project list.

Other places with the same action:

  • From the client: on the client's page, the Projects section has a Delete Project option in the ⋮ menu of each project, with a second confirmation showing the project name.
  • Several at once: on the Kanban board, select the cards and choose Bulk Actions > Delete Selected.
  • From the project list: a long press (right-click on a computer) offers Move to Trash only for projects already in a cancelled stage.

What goes with it: the project's quotes, orders, invoices, contracts, drawings, activities, chat and files are moved to the Trash together, and pieces reserved for the job are released back to inventory (the confirmation tells you how many). Nothing is erased for good, and restoring the project brings back everything that was deleted with it.

No Delete option? Only the company Owner and Admins can delete projects, and an Admin also needs Delete projects switched on in their permissions (Team → member → Edit → Permissions, see 10.6 Permissions). Anyone else can ask the owner to delete it, or move the project to a cancelled stage so it leaves the active pipeline.

I deleted something by mistake

Almost nothing is erased outright — deleting moves the record to the Trash, where you can put it back.

Go to Settings > Trash. There is a tab for each kind of record the Trash covers: pieces, clients, projects, quotes, orders, invoices, payments, purchase orders, purchase requisitions, vendor bills, tasks, contracts, and label templates.

  1. Open the tab for what you lost.
  2. Narrow it down with the search box, the period chips (Today, Last 7 days, Last 30 days, All time), or by sorting Newest, Oldest, or by Name. Each row shows when it was deleted and who deleted it.
  3. Tap Restore and confirm.

Several list screens — clients, projects, quotes — also have a Trash entry in their ⋮ menu that opens the Trash straight on the matching tab.

15.21 Website, Portal & Reviews

My website isn't showing — I published it

Your public website and your client portal are two different things that share the same web address, so it is easy to confuse them. The website is the marketing site anyone can browse; the portal is the private area your clients log into to approve quotes and pay invoices.

If the site is not live, check in this order:

  1. Go to Settings > My Website. The status card at the top reads Live or Offline. Make sure the Publish switch is on.
  2. Publishing is not the only condition — your company account also has to be active and approved. Until approval comes through, the switch can be on while the status card still says offline.
  3. Check the address itself on the same screen. Tap the open icon next to it to load your site in a new tab, or the copy icon to grab the link.
  4. Check which pages are switched on. Home is always on; the rest — inventory, materials, gallery, reviews, about, services, contact, locations — each have their own switch.

See Your Public Website for the full setup, and Integrations > Client Portal for the portal.

A review isn't showing publicly

New reviews are held for moderation before anyone sees them.

  1. Go to Settings > Client Reviews.
  2. Open the Pending tab. Reviews waiting on you carry a Pending moderation banner.
  3. Tap Approve — or Reject if you do not want it published. Approved reviews can also be marked as featured.

If an approved review still is not appearing on your site, open Review Settings and check that the public widget is enabled. See Customer Reviews.

15.22 QuickBooks Integration — Payments & Exports

My payments are not syncing to QuickBooks automatically

Payments you record in Stone Project (check, cash, ACH) only sync to QuickBooks automatically when Auto Export Payments is turned on:

  1. Go to Settings > Integrations > QuickBooks > Sync Settings.
  2. Enable Auto Export Payments.
  3. Save.

Only users with the "Manage QuickBooks" permission can change this setting. If you don't see the switch or it's locked, ask your account owner to enable it for you. With the switch off, use the Export to QuickBooks button on the order's Billing card to send payments manually.

Where is the "Export to QuickBooks" button?

On an order, open the Billing card (or the ⋮ menu on the order list) and tap Export to QuickBooks. This sends the order as an invoice and any recorded payments to QuickBooks immediately.

If the button is missing or shows "Missing permission: Manage QuickBooks", your login only has the "Export QuickBooks" permission, not "Manage QuickBooks". Ask your account owner to grant you the higher permission in Settings > Team > your name.

I got a 403 error when opening QuickBooks Sync Settings

Your login has the Export QuickBooks permission (lets you send data) but not Manage QuickBooks (lets you change settings, link customers/products). The Sync Settings screen is now read-only for you with a "Missing permission: Manage QuickBooks" banner. Ask your account owner to add the Manage permission in Settings > Team.

An accepted quote didn't create a QuickBooks estimate

When you accept a quote, it becomes an order and is exported as a QuickBooks estimate with status Accepted. Estimates don't post to the ledger, so there's no duplication when the invoice is created later. If the estimate didn't appear, open the order and tap Export to QuickBooks — it will send the estimate now.

15.23 Deposits

The text "50% Deposit required" (or your percentage) in Payment Terms is just a label. The actual deposit is controlled by the Deposit switch right next to it. If the switch is off, no deposit is collected and the "Send deposit link" button won't appear.

To enable deposits: 1. Open the quote (or go to Settings > Payment Terms for the default). 2. Turn on the Deposit switch. 3. Set the percentage or fixed amount. 4. Save.

Now the Deposit Pending card appears on the order with Send email, Record Manual Deposit, and Payment link via WhatsApp.

After the deposit is paid, does it create an order or an invoice?

It creates an order first, then the invoice is generated from that order with the deposit applied.

Flow: Quote accepted → Order created → Deposit paid → Invoice generated (deposit shows as a payment on the invoice, balance due is the remainder).

If your company has "Deposit before order" enabled, the Create Order button stays hidden on the quote until the deposit is received. You can still proceed without it by confirming "proceed without deposit".

On an order with an unpaid deposit, the Deposit Pending card has three actions: - Send email — emails the customer a secure payment link (portal magic link). - Record Manual Deposit — for cash, check, or card-in-shop payments. - Payment link via WhatsApp — sends the same portal link through WhatsApp (requires the customer's email on file).

The link takes the customer to the Client Portal where they can pay by card, ACH, Pix, or other connected methods.

I swapped a quote for a higher amount — how do I collect the deposit difference?

When you accept a replacement quote that's more expensive, a checkbox Request the deposit difference (US$ X) appears in the acceptance dialog. It's unchecked by default (preserving current behavior for all shops). Check it to: - Create a receivable for only the difference (not the full new deposit). - Send a payment link for just that difference via the portal/WhatsApp/email.

The original deposit transfers to the new quote; the difference is what the customer still owes to reach the new deposit amount.

15.24 Drawing Tool — Edge Options

Clicking an edge option (Waterfall, Splash, Mitered) deletes it instead of editing

This was a bug that's now fixed. Previously, clicking an already-selected edge option that carries a measurement (Waterfall, Splash Other, Splash "Used in Drawing", Mitered, Mitered leg) would remove it silently. Now:

  • Clicking a selected edge option with a measurement opens the edit dialog with the current value and a Remove button. It no longer deletes on the second click.
  • Clicking a different edge option switches to that one.
  • Presets without measurements (Splash 3", 4", 5", Finished/Appliance/Unfinished Edge, profile presets) still work as toggles — click once to apply, click again to remove.

If you're on an older app version, update to 1.4.290+ (build 3283 or later) to get this fix.

15.25 Job Stages — "Can't Skip Stage"

I sent the quote PDF from my own email. Why is it still Draft?

Export PDF only creates the file; it never marks the quote as sent. To have the app track it, send it with Send to Client, Send via WhatsApp or Share Link. If the client already agreed, use Quote Accepted - Internal Approval from the quote's ⋮ menu. See Sending the Quote Yourself.

I can't move a job from Quoted to Invoice (or skip a stage)

Every company starts with a restricted workflow: each stage only allows moving to the next one (e.g., Quoted → Approved, not Quoted → Invoice).

You will see this both ways you move a job:

  • Tapping a stage on the job page.
  • Dragging the card on the Projects board. While you drag, a column the workflow does not allow turns amber with a lock. Drop the card there anyway: the same explanation opens. A red column is a real stop (the column is full, or the card is a phase card, which moves by phase).

The dialog says which move your workflow blocks, for example Your workflow does not let a job go from "Quoted" straight to "Invoice".

  • If you have Manage Stages permission: tap Allow this move. The move is added to your workflow and the job continues to the new stage.
  • If you don't have permission: it says Ask the account owner to allow it in Settings > Workflow Designer.

The change applies to all jobs in your shop (it's a workflow setting, not a one-time exception). To customize your workflow permanently, go to Settings > Workflow Designer and edit the allowed transitions for each stage.

15.26 Slab Layout — Auto-Fit Zoom Lock

The slab cards keep zooming out when I drag pieces outside the slab

This is the Auto-Fit behavior (default on): the card zooms to show the slab plus any pieces you've dragged outside it, so nothing gets lost.

To lock the zoom to the slab only: 1. In the Slabs panel, find the lock icon (next to the zoom controls) in the column header (desktop) or grid header (tablet/phone). 2. Tap it to toggle Auto-fit → Zoom locked. 3. With Zoom locked, the slab stays at fixed scale; pieces dragged outside are drawn outside the card bounds (the card has Clip.none so they remain visible and draggable).

The setting is saved per device. The PDF export always uses Auto-Fit regardless of this toggle.

Tooltip: Hover/tap the lock icon to see "Auto-fit" or "Zoom locked" in your language (4 languages supported).

15.27 Hide on Quote — Waterfall & Labor Lines at $0

My waterfall/installation lines show $0 in the quote but disappear from the price card

Lines with a calculated total of $0.00 (waterfall linear footage with no charge, installation labor at $0) are still editable lines in the quote — they just don't appear in the customer-facing price summary unless you unhide them.

To make them visible in the quote editor: 1. Open the quote's price details. 2. The $0 lines are there — look for the Hide on Quote toggle on each line. 3. Turn off Hide on Quote to show the line in the editor (it still won't print on the client PDF unless you also adjust the PDF settings).

To hide them from the client PDF but keep them in your quote: - Leave Hide on Quote on (the default for auto-added lines). The line stays in your quote and counts toward the total, but is removed from the client's PDF output.

This behavior was fixed in build 3281 (1.4.290) — waterfall and labor lines now appear in the editor regardless of price, and the Hide on Quote control works on them.

15.28 Custom Items & Drawing Save Errors

"The drawing would not save" — custom line name too long

If you add a custom line item (Other Price Items) with a name longer than 255 characters, the save fails with a generic "could not save" message.

Fixed in build 3283 (1.4.290): the limit is now 2,000 characters (same as quote lines). Update the app to resolve this.

If you're on an older version and hit this error, shorten the custom line name to under 255 characters as a workaround. The API now logs Drawing create with content refused with the validation reason — support can check the day's production log to confirm this specific cause.

15.29 Promo Codes

How do I redeem a promo code?

A promo code arrives as a link. Open it while you are signed in and the app shows you the offer before you commit — the campaign name, what it includes, and how long it runs. Tap Redeem Now and you are taken back to the Dashboard with the plan applied.

If it does not go through, the screen tells you why: the code is not valid, it has expired, it has been fully used, you have already redeemed it, it has been switched off, or it does not apply to your plan.

15.30 Slab Layout by Hand

How do I use the countertop's slab for the backsplash, following the vein?

In Step 5: Material & Color, tap the backsplash on its slab and choose Move to Another Slab, then pick the countertop's slab. The backsplash stays in its own area; only the slab it is cut from changes. Then drag it next to the countertop, over the vein you want. Details in 4.13.

I multiplied the drawing by 3 and the slab shows only one. Is the quote wrong?

No. The slab column shows one unit by default, and the quote and the slab purchase already count all three. Open Magic Auto-Layout to see the line All 3 units together with the slabs the whole job needs, or duplicate the shape instead of multiplying it if you want to place each unit by hand. See Identical Units.

The slabs are far apart. Can I put one right under the other?

The space under a slab holds the pieces that do not fit on it. Tap Hide N pieces off the slab in the slab's bottom-left corner and the next slab moves up; tap Show to get them back. To clear that space for good, drag those pieces onto another slab, or run Magic Auto-Layout, which adds the slabs the job needs.

15.31 Quote Total Is $0

My quote total is $0.00. Why?

The stone you picked has no price in your catalog yet, so it bills $0. In Quote Summary, tap Set price on the yellow notice above the stone line and type your price per sq ft; the total updates right away and no price list is needed. To price that color for all future quotes, use More > Financial > Price Lists. Details in 4.6.

15.32 Phone Bottom Bar

The Marketplace tab on my phone became Jobs (or the other way around). How do I change it?

On a phone, the second tab of the bottom bar is either Jobs or Marketplace. Go to Settings > Preferences and turn Jobs in the bottom bar on or off. The Marketplace is always still in the menu. Details in 12.5.

I search the Calendar for a job I know exists and it says "No activities found". Why?

Almost always a chip next to the Calendar title is hiding it: Only mine, a person's name with an x, Salesperson or an activity type. Tap Clear Filters under "No activities found" to turn them all off and search again. If the message says "You only see activities assigned to you", your login only sees the activities you are on: ask to be added as a Participant on the job, or ask an admin to turn on See the whole schedule for you in Team > ⋮ > Edit > Visibility. Step by step with screenshots in 8.1.

15.34 Client Email Delivery

My client says the quote never arrived. Where do I look first?

Three screens, in this order, and they answer three different questions:

  1. The quote. Open it (More > Quotes). If there is no Sent on box, it is still Draft — the PDF you forwarded yourself is not a send, and no follow-ups are running.
  2. The Email Log (on the project). The icon on that quote's row says where it stopped: a clock is still queued, a green check left the server, a red error never left and the row prints why. Tap the row to read the exact message your client got.
  3. The view counter on the quote. Viewed by client with a First viewed on date means your client opened it — the delivery argument is over. Not yet viewed means nobody opened the link.

Then have the client search their whole mailbox for Quote #<number> and check Junk, Promotions and Trash. Every check, with the resend rules, is step by step in CRM > When Your Client Says the Quote Never Arrived.

The Email Log says Sent. Does that mean it reached my client?

It means it left. The row records that the sending server accepted the mail and handed it off; no mail provider sends a receipt back, so Sent cannot promise the inbox. That is why the view counter matters more: it is the only fact about your client's side, and it comes from the link in the email, not from the mail.

Why do my quotes land in my client's junk?

Because of where they leave, not what they say. With no mail setup of your own, your quote goes out on Stone Project's server from [email protected], with your shop's name in the sender line ("Your Shop via Stone Project"). The name promises one company and the server belongs to another, which is the pattern strict filters quarantine — Gmail and corporate domains do it most.

The fix is to send from a server that is yours: Settings > Email templates > Outgoing server (your SMTP), or Sender > Each person's own email with a mailbox connected in Settings > Email accounts. Until that is in place, Send via WhatsApp or Share Link on the quote reaches the client without passing their mail filter at all. Steps in 12.7 > Who the Email Actually Comes From.

My client opened the quote and the Accept button is not there

The button reads View & Accept Quote only while the quote can still be accepted. It shows View Quote instead when the quote is past its Valid until date, when it was already accepted, or when it is an alternative estimate beside one that is accepted. To sell an expired version again, tap the Valid until date on the quote (it carries a pencil), pick a new day — the picker opens at today — and send it again; the resent quote also takes back the live seat from the newer version that superseded it.

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