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Use the same email and password your business gave you for the web dashboard. If it says "Invalid login credentials", check that Caps Lock is off and there's no trailing space on your email. If you're still stuck, your site supervisor or admin can reset your password from their tenant admin.

On the first sign-in, iOS prompts you automatically. If you declined the first time, open the app's Profile tab and tap the "Enable Face ID" pill at the bottom of the screen. All biometric checks happen on-device — no facial data ever leaves your phone.

The most common cause is a weak connection on site — the app queues photos and uploads them once you're back on a stable network. Pull down on the tasks screen to force a refresh. If you keep seeing errors, email us with a screenshot of the message.

For security, the app locks after 5 minutes in the background if you've enabled Face ID. If you were fully signed out (not just locked), your admin may have revoked your mobile-license seat. Contact your admin to confirm.

From the admin dashboard, open Contacts → Employees → New Employee, then in that employee's page toggle on "Mobile license". They'll receive an email with their sign-in link, then can install the app from the App Store.

Open their employee page and either toggle "Mobile license" off (keeps their history, stops billing for the seat next cycle) or mark them "Inactive" (removes them from schedules and job assignment).

On the sign-in screen, tap "Forgot?" (web) or ask your admin to reset it (mobile). If you're the account owner and there's no admin above you, email ops@xgrafter.com from the email on file.

We recommend one login per person — schedule, timesheet, and task history are all tied to the user, so shared logins mix up who did what. Additional field seats are $20/month each.

Adding seats can be done from the admin dashboard any time — you're pro-rated for the current month. Removing seats or changing tier requires a written request to ops@xgrafter.com at least 7 days before your next billing date.

Tax invoices are emailed monthly to the billing contact on your account. You can also view and download them under Settings → Billing.

Yes — up to 90 days at 50% of your standard rate. See section 4.5 of our Terms. Email us to activate a freeze.

Standard 12-month subscriptions are cancellable at end of term with 30 days written notice; month-to-month is cancellable with 14 days notice at end of any month. Just email us — no lock-in obstacles.

In AWS Sydney (ap-southeast-2). Encrypted at rest and in transit. Full details on our Security page.

All major records (jobs, quotes, invoices, timesheets, contacts) export as CSV directly from the platform. For a full machine-readable export of your entire tenant, email us and we'll deliver within 30 days at no charge.

Yes. Field workers only see their own schedule, assigned jobs, and their own timesheet history. They cannot see other employees' rates, other jobs' financials, or admin data.

Retained for 60 days after cancellation so you can reactivate or export. Then permanently deleted from live systems. Backup rotation is 90 days.

No — never. See our Privacy Policy for the sub-processors we use.

No customer data ever leaves your tenant to train third-party AI. AI features that operate on your data (e.g. plan take-off assistance) run within your isolated tenant and process results are visible only to you.

Send a request to ops@xgrafter.com. We respond within 30 days as required.

Yes — CSV import is available for customers, employees, and job history. Larger migrations (multi-year Simpro / servicem8 databases) are handled as part of onboarding — email us and we'll scope it.

A 1-hour onboarding walkthrough is included with every paid subscription. Custom training sessions (e.g. specific to your quoting workflow) are available at agreed hourly rates.

Yes — 30-day free trial with full access, no payment method required. See pricing.