Account/Billing FAQ

This article will break down some of the common Account and Billing questions we get. Any changes that need to be made to a Service Fusion account will need to be emailed in to our Support Team ([e-mail]). Some requests can be done within Service Fusion directly, while others need specific information. Please click the section below that pertains to your needs to jump ahead!

How to Update the Credit Card on File

How to Add an Add-On to Your Service Fusion Account

How to Upgrade/Downgrade Your Service Fusion Account

How to Change Company Ownership of Service Fusion Account

Request for W9

Invoice Requests

How to Update the Credit Card on File

We are currently only able to update credit card information via phone. Please give us a call at [phone] x2, or submit a call back request using the Help Bubble in the bottom right corner of any logged in Service Fusion screen!

How to Add an Add-On to Your Service Fusion Account

• Custom Documents - If you'd like to add the Custom Documents module to your Starter or Starter Plus plan, you absolutely can! To do so, hover your mouse over My Office and select Custom Document from the first column. From there, select the option that says "Add Custom Documents Module". Your plan will automatically be updated with this feature.

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• eSign - To add the eSign Documents module, you'll first need to have Custom Documents added to your account. From a Custom Document that you've added to your system, you'll toggle the eSign toggle switch to Yes. This will prompt you to add the eSign module!

• Customer Web Portal - If you'd like to add the Customer Web Portal module to your account, you'll need to have the Starter Plus plan at the very least in order to add it through the system. You'll hover your mouse over My Office and select Online and App Booking Settings from the second column. Here you'll select to upgrade to Starter Plus (if you're on Starter) or the option to add the Customer Web Portal if you're already on the Starter Plus plan.

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• Progressive and Recurring Billing - To add this add-on to your plan, you'll navigate to any Job (or during the creation of your next job) and, while in edit job mode, hover over the Progress Billing option. This will allow you to navigate to the selection screen to add this feature!

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• ServiceCall.ai - To add ServiceCall.ai to your subscription, you'll hover your mouse over My Office and choose ServiceCall.ai Admin from the center of the second column. This will allow you to add ServiceCall.ai to your subscription. Please Note: ServiceCall.ai is a per user/per month subscription added to your pricing. This feature is not included with any of our subscription tiers and is a separate add-on.

• Fleet Tracking - The Fleet Tracking feature is added with the purchase of a GPS unit. To order your GPS units, you'll hover your mouse over the Dispatch tab and select the Fleet Dashboard option. In the top right corner of this page is the Order Units button. Place your order here, and the GPS tracking will be applied to your account. Please Note: This is a per unit/per month subscription that is added to your pricing. This feature is not included with any of our subscription tiers and is a separate add-on.

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• Job Photo Uploads, Inventory Management, Job Costing, Batch Assign and Schedule - These add-ons will need to be added by our Billing Department. Please send an email with your Company Name stating which add-ons you'd like to add to your subscription to [e-mail]. You'll receive a confirmation once the add-on(s) have successfully been added!

How to Upgrade/Downgrade Your Service Fusion Account

Please include your Company name and/or Company ID in the email request to make a change.

• The ability to upgrade your Service Fusion subscription tier is available within Service Fusion using any of the methods listed in the previous section. The option to Upgrade to Pro exists with any add-on prompt. If you'd like to upgrade to Starter Plus, please email [e-mail] with your Company Name and that you'd like to upgrade to Starter Plus!
• If the need to downgrade your Service Fusion account to a lower subscription tier occurs, please email [e-mail] with your Company Name and the tier you'd like to downgrade to!
• If you need to remove an a la carte add-on from your subscription, please email [e-mail] with your Company Name and which add-on you'd like to remove!
• If removing a GPS unit from plan, please include the GPS unit ID number for deactivation.

How to Change Company Ownership of Service Fusion Account

In order for our Billing Team to change the ownership of a Service Fusion account, we do require some documentation to support the change in ownership. This is for the safety of our customers, and everyone involved. The documents needed to facilitate this will be listed below. Please email these to [e-mail] outlining the current company name, who the current owner is, and who ownership is transferring to.

• Copy of the Bill of Sale showing all parties involved, and that Service Fusion is part of the assets being sold. We'll need the signature page with dates to show it was completed. 
• W9 showing the new owner information.
• We'll need a letter from the current owner confirming the sale of the business and the Service Fusion software. This will also need to approve the transfer of all data and give us permission to switch everything over to the new owner. This will need to be done on the letterhead of the current company.
• The new owner will need to call us at [phone] x2 so that we can update the credit card on file for the account, as well as any contact information.

Request for W9

Any W9 requests will need to be emailed in to [e-mail] with the Company Name included in the request.

Invoice Requests

In order to receive detailed invoices, these requests must be emailed to [e-mail]. We don't currently have a way to send these automatically, so these requests will need to be sent in each month so our Billing Team can get these sent out. Please be sure to include the Company Name the request is for.