Question 1

How does the 30-day free trial work?

Accepted Answer

You get 30 days with no credit card required. The trial includes 1 admin plus up to 2 additional users and up to 99 active accounts, so you can run real routes — scheduling, routing, customers, and service logging. Invoicing and payments, the AI Tech Assistant, and the customer-facing CRM/portal are not included in the trial. At the end of the trial you pick a plan — nothing is deleted, and no charge happens automatically.

Question 2

How much are additional users?

Accepted Answer

Every plan includes 1 Admin user free. Additional business-side users — managers, dispatchers, technicians — are $10 per user per month. Customer portal logins are always free and never count as business users.

Question 3

Do you really charge zero per-stop fees?

Accepted Answer

Yes. There is no per-stop fee on any tier, including Enterprise. Whether your techs close 200 stops a month or 20,000, your base subscription price does not change. The only usage-based charges are $10 per additional business user and the 0.5% platform fee on invoices processed through Pool Prime Pro payments.

Question 4

How do I migrate my existing customer data?

Accepted Answer

Pool Prime Pro includes a native CSV parser that accepts customer lists, products, and services. Download the template, map your columns, and import. Multi-address customers are supported — several service addresses can be linked under one primary account. You can export the same schemas at any time.

Question 5

How does payment processing work?

Accepted Answer

The platform runs on Stripe Connect. You onboard a connected account, and customer payments settle directly into your bank account. Pool Prime Pro automatically appends a 0.5% application fee to each processed transaction; Stripe routes that to us and transfers the remaining balance to you. Standard Stripe processing rates apply separately.

Question 6

Can I store customer payment methods and bill recurring clients?

Accepted Answer

Yes. Cards and ACH details are vaulted through Stripe SetupIntents, so sensitive data never touches our servers. You can run automated recurring billing for maintenance accounts and optionally enforce a required payment method on file before scheduling service.

Question 7

What happens when a technician has no cell signal?

Accepted Answer

The mobile tech app is offline-first. Chemical readings, photos, tech notes, and Arrived / Complete Stop actions are cached locally in the device's browser storage (IndexedDB). As soon as connectivity returns, every queued payload syncs to the backend automatically — no re-entry and no lost stops.

Question 8

What can the AI assistants actually do?

Accepted Answer

There are three. The Business Assistant is a side-drawer chat in the admin portal that adds customers, generates and sends quotes and invoices, and updates schedule blocks from plain language. The Field Tech Assistant scans equipment with the camera, identifies components and part numbers, and runs step-by-step diagnostics. The Customer Assistant answers account questions and handles schedule requests inside the customer portal.

Question 9

What if the camera scan can't identify the equipment?

Accepted Answer

If image recognition confidence falls below 75%, the app does not guess. It prompts the technician to pick from a visual equipment category list — pumps, filters, salt systems, heaters, automation panels — and continues the same step-by-step diagnostic workflow from there.

Question 10

Can my customers see internal notes?

Accepted Answer

No. The customer portal and Customer AI Assistant are restricted to public account records and masked service reports. Internal admin and technician notes, along with platform logs, are never exposed to customer-facing surfaces.

Question 11

Is the platform available in Spanish?

Accepted Answer

Yes. A one-click English / Spanish toggle applies site-wide across the marketing site, the customer portal, and the technician app.

Question 12

Does it sync with QuickBooks?

Accepted Answer

Pool Prime Pro offers automated bi-directional synchronization with QuickBooks Online for income tracking, customer invoice reconciliation, and payout logs.

Question 13

Does it work on a phone without installing an app store app?

Accepted Answer

Yes. Pool Prime Pro is a progressive web app. Technicians and customers add it to the home screen straight from the browser and get a native-feeling experience, including camera access and offline caching.

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