Support areas
- Getting Started
- Login and Account Access
- Shops and Roles
- Jobs and Customers
- Photos and Damage Map
- Inventory, Vendors, and Purchase Orders
- Reports and Advanced Reporting
- Beta Testing
- Billing and Plans
- Troubleshooting
- Reporting Bugs
- Contact Support
Frequently Asked Questions
Quick answers to the questions shops and beta testers ask most often.
Why did the FretTrack uptime reset?
The clock restarts when Supabase or Cloudflare reports that an incident involving a monitored service has been resolved. A reset does not necessarily mean FretTrack restarted, was redeployed, or was unavailable to your shop. Provider incidents may be global, regional, or limited to some customers, so the clock is a conservative shared-infrastructure recovery indicator rather than a formal measurement of FretTrack availability. Use the Supabase and Cloudflare links in the app banner to review their status history.
Why does the banner say Operational when I am having a problem?
Operational means the monitored shared services are currently reporting healthy and no FretTrack-wide incident has been declared. A browser, device, connection, account, permission, or individual workflow problem can still occur. Refresh the app and use Report Issue if the problem continues.
Do Shop Settings control measurements, currency, and tax?
Yes. Shop Settings provide the shop defaults used throughout FretTrack, including measurement units, currency, locale, and tax terminology or rate. Some job-level values can be explicitly overridden. If a document disagrees with what the app displays, report the job number, document type, and expected setting.
Why can I view a record but not edit it?
Your shop role may be read-only, your trial or subscription may have expired, or the feature may require a different plan or permission. Owners and admins can review the shop member's role and current plan status.
Are uploaded photos saved immediately?
A local preview is not proof that an upload finished. Wait for the saved photo to appear before leaving the job. If a saved photo is missing after refresh or on another device, report the job number and image details.
What should I include when reporting a problem?
Include what happened, what you expected, the page or workflow, job number when applicable, your shop role, browser and device, steps to reproduce, and a screenshot or short recording. Do not include passwords, payment card details, or unnecessary sensitive customer information.
Getting Started
How do I request beta access?
Use the beta access form on the public FretTrack site. After applying, watch your email for confirmation and approval messages. If you do not see the email, check spam or junk mail.
How do I log in?
Go to app.frettrack-app.com and sign in with the email address approved for beta access.
What should I do if I cannot log in?
Confirm your beta access is approved, check whether your email is verified, try a hard refresh, and make sure browser privacy settings are not blocking the sign-in flow. If it still fails, email support with your browser, device, and account email.
Shops and Roles
How do roles work?
FretTrack uses shop roles to limit access. Owners and admins manage shop operations and settings, techs perform repair workflow tasks, and viewers are read-only. Platform operator tools are separate and should not appear for normal shop users.
What can Owners/Admins/Techs/Viewers do?
Owners and admins can manage most shop data. Techs can work on jobs, customers, photos, scheduling, and inventory where allowed. Viewers can inspect records but should not create, edit, delete, receive, upload, or manage settings.
Jobs and Customers
How do I create a new job?
Open FretTrack, choose New Job, enter or select the customer, complete the instrument and repair intake details, then save the job. Use realistic shop data during beta, but avoid private test data unless your shop is prepared to manage it.
How do I add or edit a customer?
Use the Customers area or the customer section during New Job intake. Customer contact fields, email/SMS preferences, and address details should stay attached to the selected customer record.
How do I add work logs?
Open a job and use the work log or history area to record repair notes, updates, and technician activity. Work logs should persist with the job history.
Photos and Damage Map
How do I add photos to a job?
Open the job photos area, upload the relevant image, and wait for the saved preview to appear. Saved photos should reopen from durable links, not temporary local previews.
How do I use the Damage Map?
Use the Damage Map views to document scratches, dents, finish damage, fret wear, serial-number photos, and other intake conditions. Customer-facing reports should show only appropriate repair documentation.
Inventory, Vendors, and Purchase Orders
How do I create inventory parts?
Use the Inventory area to create parts with names, stock quantities, pricing, location, reorder or desired stock values, vendor details, SKU, and barcode identity where available.
How do purchase orders and receiving work?
Create a purchase order for a vendor, add line items, then receive full or partial quantities when the items arrive. Receiving should update stock, receipt history, purchase order status, and inventory movement records.
How does landed cost work?
When shipping is added to cost, FretTrack can allocate shipping across received items so landed unit cost reflects both item cost and shipping allocation.
Reports and Advanced Reporting
How do I use Reports / Advanced Reporting?
Open Reports from the app navigation. Available metrics depend on your shop plan or beta/trial entitlement and the data currently entered in FretTrack.
Why is Advanced Reporting locked?
Advanced Reporting is a Pro-level feature. If it is locked, your shop may not currently have a Pro plan, Pro trial, or operator-granted entitlement.
Beta Testing
Where do I download the beta tester workbook?
Download the recommended workbook from /downloads/frettrack-beta-tester-workbook.xlsx. The CSV fallback is available at /downloads/frettrack-beta-tester-checklist.csv.
What browsers/devices are recommended?
Use a current desktop browser when possible. FretTrack also includes legacy WebKit compatibility work for older iPad browsers, but very old or unsupported devices may have security, performance, or browser feature limits.
Billing and Plans
How does billing work?
Billing and paid plan management are being prepared for the paid beta period. If billing is available to your shop, use the Billing or Plan area inside FretTrack. If you have questions, contact support.
Troubleshooting
What should I do if the app looks cached or outdated?
Refresh the page, sign out and back in, or clear site data for FretTrack if needed. If a deploy just happened, a hard refresh may be needed on some browsers.
Reporting Bugs
How do I report a bug?
Use the in-app Report Issue button first when available. For public-site, login, or access problems, email support@frettrack-app.com.
What should I include in a bug report?
Include what happened, what you expected, the page or workflow, your shop role, browser/device, account email, steps to reproduce, whether it happens after refresh, and screenshots or video when useful.
How do I contact support?
Email support@frettrack-app.com. If you are an invited beta tester, also use the beta feedback channel provided with your invite.