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Search the Feply help center before you open a ticket.

Ask your question in plain language and Feply will match it to guidance for the Thumbtack connection, leads, messages, photo-aware replies, billing, security, setup, and team access.

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First check

Confirm the active workspace, refresh the affected page, then run Check connection from the Thumbtack card in Settings. Supported Thumbtack workflows connect directly and do not require a browser extension.

Before support

Gather the workspace, page, plan, exact issue, and screenshot so support can understand the problem faster.

Need human help?

If you already tried the guide that matches your issue, open a support request with screenshots, exact timing, workspace, and the action that failed.

Contact support
To reopen an existing public ticket, use the secure link in the support email. That email contains the access token required to view the conversation.
Coverage

Thumbtack connection, leads, messages, photos, approvals, AI guidance, pipeline workflows, billing, trials, seats, invites, and account security.

Built for mobile

Search, quick paths, and article containers are stacked for smaller screens so users can troubleshoot without leaving the page.

Results

41 support articles available across 9 sections.

Connect, use, and troubleshoot ThumbtackKeeping your Thumbtack connection and workspace currentTroubleshooting connected drafting and deliveryMobile workspace sync and Add to Home setupAI Steering Pool, Analytics, and reply-quality guidesPipeline visibility, stages, and activity trackingPayments, checkout, plan changes, trials, and seat billingSeats, invites, roles, workspaces, and permissionsPractical setup and operating guides
Thumbtack connection

Connect, use, and troubleshoot Thumbtack

Customer guides for connecting Thumbtack, receiving leads and photos, reviewing replies, and getting help safely.

Set up calling numbers for Thumbtack leads

Register team phone numbers so Thumbtack call routing and caller ID work correctly.

Open
When this article applies
  • Calls to a Thumbtack lead do not route as expected.
  • A team member's caller ID is not recognized.
Recommended steps
  1. 1Open Dashboard > Settings and find Calling numbers in the Thumbtack card.
  2. 2Choose the correct Thumbtack business.
  3. 3Enter a controlled business phone number in +1 E.164 format, such as +14045551234, and add a useful team label.
  4. 4Only register numbers your business controls. Remove a number only after confirming the team no longer uses it for Thumbtack leads.
  5. 5If phone access is unavailable, refresh the Thumbtack connection after Thumbtack enables the phone-number permissions.
Connect your Thumbtack account

Authorize Feply from Settings without sharing your Thumbtack password.

Open
When this article applies
  • Thumbtack shows Not connected in Feply.
  • You are setting up the integration for the first time.
Recommended steps
  1. 1Open Dashboard > Settings and find the Thumbtack connection card.
  2. 2Choose Connect Thumbtack, sign in to the correct Thumbtack Pro account, and grant access on Thumbtack's page.
  3. 3Return to Feply and confirm the card says Connected.
  4. 4Feply never asks you to paste your Thumbtack password, client ID, client secret, access token, or refresh token into the dashboard.
Refresh or reconnect Thumbtack

Reauthorize after access changes, expiration, revocation, or connecting the wrong Pro account.

Open
When this article applies
  • The connection check fails.
  • A feature remains unavailable after Thumbtack enabled it.
  • The wrong Thumbtack Pro account is connected.
Recommended steps
  1. 1In Settings, choose Refresh Thumbtack connection.
  2. 2Confirm the correct Pro account and approve the requested access again.
  3. 3Back in Feply, choose Check connection.
  4. 4Reconnecting updates authorization; it does not send messages or change reply approval settings.
How Thumbtack leads, messages, and photos appear

Understand the real-time workflow from a customer request to a photo-aware draft.

Open
When this article applies
  • You want to know where new Thumbtack activity appears.
  • A customer added a photo or follow-up message.
Recommended steps
  1. 1New leads and follow-up messages arrive through the connected Thumbtack workflow and appear in Leads and conversations.
  2. 2Open the lead to review the canonical job details, full available conversation, and attachments.
  3. 3In review-on-demand mode, choose Generate. In dry-run mode, Feply automatically prepares an eligible first-reply draft without sending it.
  4. 4Treat photo observations as assistance, not a measurement or guarantee; review the customer request and image before approving a reply.
Review, approve, reject, regenerate, and send a reply

Use the right customer control for review-on-demand, dry-run, or autonomous first replies.

Open
When this article applies
  • You generated a response and want to know whether it was sent.
  • You need to edit or reject an AI draft.
Recommended steps
  1. 1Review on demand creates a draft only when you choose Generate and never sends in the background.
  2. 2Dry-run automatically creates eligible first-reply drafts but never sends them; choose Approve & send or Reject.
  3. 3Edit the response directly when wording, scope, or questions need correction.
  4. 4Regenerate gives the prior draft to the AI and requires a materially different strategy, opening, question, and next step rather than a paraphrase.
  5. 5Reject cancels that draft and any pending autonomous send. Approve & send confirms delivery through Thumbtack and records the outcome.
  6. 6Thumbtack review responses always stay manual.
A Thumbtack lead or message is not appearing

Run safe connection checks before reporting a missing event.

Open
When this article applies
  • Thumbtack shows a new conversation but Feply does not.
  • A new photo or follow-up is missing.
Recommended steps
  1. 1Refresh Leads and conversations, then check Activity for a recent event.
  2. 2In Settings, confirm Thumbtack says Connected and choose Check connection.
  3. 3If authorization is stale, refresh the Thumbtack connection and check again.
  4. 4If the event is still missing, use the report icon on the connection card and include what you expected, what you observed, and the approximate time.
Report a Thumbtack connection issue

Open a support incident with safe, timestamped connector diagnostics attached.

Open
When this article applies
  • Connection, lead, photo, or messaging behavior still fails after a retry.
  • Support needs the time and connector state for investigation.
Recommended steps
  1. 1Open Settings and select the report icon in the top-right of the Thumbtack card.
  2. 2Describe the action, expected result, observed result, and approximate time, then submit.
  3. 3Feply attaches only safe connection metadata and opens an in-app support incident you can follow on Support.
  4. 4Never paste passwords, client secrets, tokens, webhook credentials, or customer-sensitive message and photo contents into the report.
Safely check an uncertain Thumbtack delivery

Refresh canonical provider state without sending a lead message or review response twice.

Open
When this article applies
  • Feply says Thumbtack did not confirm a message or review response.
  • A response remains in Sending or Send uncertain state.
  • Reply controls stay blocked after a timeout or interrupted request.
Recommended steps
  1. 1Do not copy and send the same response again; Feply blocks another delivery while the outcome is uncertain.
  2. 2For a lead message, open Leads and conversations and choose Refresh conversation. For a review response, choose Check published status.
  3. 3Feply confirms the operation only when the exact response hash appears in Thumbtack's canonical business activity at or after the operation start time.
  4. 4A confirmed match repairs Feply's local status without another send.
  5. 5If no match appears after a short wait and another refresh, report the issue from Support with the workspace and approximate time. Never include credentials, message hashes, or raw provider payloads.
Helpful notes
  • Support sees bounded, timestamped reconciliation status and counts. An absent match remains blocked and is escalated instead of being retried automatically.
Setup & Connection

Keeping your Thumbtack connection and workspace current

Use these guides when a connected account looks stale, a workspace has the wrong access, or a public support ticket needs to be reopened.

Dashboard says Thumbtack is not connected

Check the Thumbtack connection, account approval, and selected workspace without installing browser software.

Open
When this article applies
  • Settings shows that the Thumbtack account is not connected.
  • A previously connected workspace now asks you to authorize Thumbtack again.
  • You switched workspaces and the selected workspace does not show the expected Thumbtack business.
Recommended steps
  1. 1Open Dashboard > Settings and confirm you selected the workspace that owns the Thumbtack business.
  2. 2Choose Check connection. If it reports expired or missing authorization, choose Refresh Thumbtack connection.
  3. 3Sign in to the correct Thumbtack Pro account on Thumbtack's authorization page and grant access.
  4. 4Return to Feply and confirm the connector says Connected and lists the expected business.
  5. 5If it still fails, use the connector's report icon so Support receives a safe timestamped diagnostic snapshot.
Helpful notes
  • Thumbtack connects directly to Feply, so customers do not need a Chrome extension for supported workflows.
  • Never send Support your Thumbtack password, OAuth token, client secret, webhook credentials, or callback URL query string.
Connection is healthy, but settings or entitlements look stale

Refresh workspace state after billing, role, template, or Thumbtack authorization changes.

Open
When this article applies
  • You upgraded plans but the workspace still behaves like the old tier.
  • Debug controls or automation capabilities appear missing after an account change.
  • A workspace role or template changed but the current page still shows older access.
Recommended steps
  1. 1Confirm the active workspace in the dashboard workspace switcher.
  2. 2Refresh the page once so Feply reloads the latest plan, role, template, and connector state.
  3. 3Open Billing or Team access to confirm the expected plan and active member role.
  4. 4In Settings, choose Check connection if the stale feature depends on Thumbtack access.
  5. 5If the mismatch remains, report it with the workspace name, expected access, observed access, and approximate time.
Thumbtack is connected, but a lead action is unavailable

Verify workspace permissions, plan entitlements, and the current lead state before retrying.

Open
When this article applies
  • Generate, approve, reject, or send controls are disabled for a lead.
  • A teammate can view a conversation but cannot perform the expected action.
  • The action remains unavailable after refreshing the lead.
Recommended steps
  1. 1Confirm the lead belongs to the active workspace and its connected Thumbtack business.
  2. 2Review your Team role and custom permissions; responders may be allowed to reply without managing shared templates or billing.
  3. 3Confirm the plan includes the requested capability and that its quota is not exhausted.
  4. 4Refresh the lead so Feply loads the latest conversation and approval state.
  5. 5If the action is still unavailable, use Report issue and include the action name and approximate time.
How to reopen a support ticket from email

Use the secure ticket link correctly if you contacted Feply without a member account.

Open
When this article applies
  • You received a support email but are unsure where to reply.
  • The support page does not show your ticket automatically.
  • You opened `/support` directly and expected to see the full conversation.
Recommended steps
  1. 1Use the secure link in the support email because it contains the token needed to open that conversation.
  2. 2If the link expired or was forwarded, go to contact and ask support to resend the latest access link.
  3. 3Reply from the same email address used in the original request so support can match the case faster.
Automation

Troubleshooting connected drafting and delivery

Use these articles when a Thumbtack draft will not generate, an approval cannot be sent, or a workflow behaves differently across workspaces.

Generate draft is clicked but nothing happens

Resolve connection, permission, quota, or lead-state blockers that prevent a draft from being created.

Open
When this article applies
  • Dry-run is enabled, but an eligible first-reply draft does not appear automatically.
  • The dashboard shows a short error before a response is created.
  • Drafting works in one workspace but not another.
Recommended steps
  1. 1Refresh the lead, then confirm it belongs to the active workspace and connected Thumbtack business.
  2. 2Check that your member role includes lead-response access and that the current plan has remaining AI usage.
  3. 3Open the conversation and confirm Feply has received usable lead or message details.
  4. 4If the workspace uses review on demand, choose Generate. If it uses dry-run, wait for the automatic draft and refresh once; neither path sends a customer message.
  5. 5If it still fails, report the lead, action, approximate time, and error through in-app Support.
Helpful notes
  • Feply uses your connected Thumbtack account for supported lead and message workflows; no Thumbtack browser tab or extension is required.
  • A draft can be blocked safely when the lead is already being processed or the workspace lacks permission.
A first reply did not send when expected

Check mode, timer, cancellation, Thumbtack authorization, and duplicate-send protection before retrying.

Open
When this article applies
  • Approve & send reports a provider or connection error.
  • An autonomous first reply remains pending after its review timer.
  • A retry is blocked while Feply reconciles whether Thumbtack accepted the first request.
Recommended steps
  1. 1Confirm the workspace mode. Dry-run never sends automatically; it requires Approve & send. Autonomous sends immediately only when its timer is off.
  2. 2If the timer is on, confirm the selected 30, 60, 90, 120, or 300 second window. The default is 120 seconds, and an edit or regeneration restarts it.
  3. 3Check whether someone rejected the draft or paused automation, because either action cancels the pending send.
  4. 4Refresh the conversation and verify whether the message already appears before trying again.
  5. 5In Settings, run Check connection if the error mentions authorization or Thumbtack access.
  6. 6Wait for any reconciliation notice to finish; repeated clicks are intentionally blocked to prevent duplicate customer messages.
  7. 7If the outcome remains unclear, report the issue with the approximate send time so Support can trace the idempotency record safely.
How review on demand, dry-run, and autonomous mode behave

Choose how first replies are drafted, reviewed, timed, canceled, and sent.

Open
When this article applies
  • Dry-run drafts appear automatically but are not sent.
  • You want autonomous replies to send immediately or wait for review.
  • A regenerated or edited draft received a new countdown.
Recommended steps
  1. 1Use review on demand when you want no background drafting or sending.
  2. 2Use dry-run when you want eligible first-reply drafts created automatically but never sent. A person must choose Approve & send or Reject.
  3. 3Use Regenerate with a different approach when the strategy is wrong; Feply supplies the prior draft and asks the AI for a materially different response rather than a paraphrase.
  4. 4Use autonomous mode only after the workspace is ready. With the timer off, an eligible first reply sends immediately.
  5. 5With the timer on, choose 30, 60, 90, 120, or 300 seconds. The default is 120 seconds. Editing or regenerating restarts the full window; rejecting or pausing cancels it.
  6. 6These autonomous controls apply only to an eligible first lead reply. Review responses remain manual.
Drafting works on some leads but not others

Identify when missing data, conversation state, category routing, or permissions cause different outcomes.

Open
When this article applies
  • One lead drafts correctly while the next one does not.
  • Only certain categories or workspace routes fail.
  • Some leads have fewer project details, messages, or photos than others.
Recommended steps
  1. 1Check whether the lead contains enough structured details for the current prompt and reply rules to operate well.
  2. 2Avoid generating on archived or already-replied leads. Thumbtack synthetic connection tests are verified separately and never appear as customer leads.
  3. 3Refresh the conversation so Feply retrieves the latest available messages and attachments.
  4. 4Confirm the service category routes to the intended template and the active member has lead-response access.
  5. 5If one lead repeatedly fails, open a support request with the exact lead state and expected behavior. Do not include private customer content unless Support requests it through the secure case.
Mobile & Home Screen

Mobile workspace sync and Add to Home setup

Use these guides when mobile workspace data looks stale or you want Feply on your home screen like an app.

Mobile workspace data is not syncing with desktop

Refresh lead, approval, template, and workspace information when one device looks behind.

Open
When this article applies
  • A lead, message, approval, or template change appears on one device but not another.
  • Desktop or mobile shows older workspace, mode, or safety settings until you refresh the page.
  • Activity counts or Thumbtack connection status look delayed on one device.
Recommended steps
  1. 1Confirm both devices are signed in to the same Feply account and active workspace.
  2. 2Save a setting once, then allow the request to finish instead of tapping repeatedly.
  3. 3Refresh the affected Leads, Activity, Settings, or Automation page so it retrieves current server state.
  4. 4In Settings, choose Check connection if only Thumbtack data is stale.
  5. 5If devices still disagree, report the workspace, device types, affected page, and approximate time through Support.
Helpful notes
  • Thumbtack activity stays synchronized through Feply, so a desktop browser does not have to stay open.
  • A currently processing lead may finish under the settings revision that claimed it before newer settings take effect.
Add Feply to Home Screen on iPhone or iPad

Use Safari's Add to Home Screen flow to launch Feply like an app even though there is no App Store download yet.

Open
When this article applies
  • You searched the App Store and could not find an official Feply app.
  • You want faster mobile access without opening Safari and typing the site each time.
  • You want the dashboard to open in a cleaner home-screen experience on iPhone or iPad.
Recommended steps
  1. 1Open Feply in Safari on your iPhone or iPad. Safari is the supported browser for Add to Home on Apple devices.
  2. 2Tap the Share button, then choose Add to Home Screen.
  3. 3Edit the shortcut name if you want, then tap Add.
  4. 4Open Feply from the new home-screen icon and sign in as usual to reach the dashboard quickly.
  5. 5If you already had an older shortcut, remove it and add the latest one again so the icon and standalone launch metadata stay current.
Helpful notes
  • Feply currently uses Add to Home instead of a native App Store app.
  • The installed home-screen experience still needs network access and your normal account session.
Add Feply to Home Screen on Android

Install Feply from Chrome's Add to Home or Install prompt so Android users can launch it like an app without Play Store distribution.

Open
When this article applies
  • You searched the Play Store and could not find an official Feply app.
  • You want one-tap dashboard access from your Android home screen.
  • You want the site to open in a more app-like window on your phone.
Recommended steps
  1. 1Open Feply in Chrome on Android.
  2. 2Use Chrome's Add to Home Screen or Install option from the browser menu when it appears.
  3. 3Confirm the install so Feply is added to your home screen.
  4. 4Launch Feply from the new icon and sign in as usual.
  5. 5If Chrome shows an older shortcut or stale icon, remove it and install the current home-screen version again.
Helpful notes
  • Feply currently uses Add to Home instead of a native Play Store app.
  • The installed home-screen experience is still the live web app, so it requires network access.
AI & Guidance

AI Steering Pool, Analytics, and reply-quality guides

Use these guides when replies feel off-brand, steering changes do not take effect, or questions seem weaker than expected.

AI Steering Pool changes are not showing up in replies

Refresh the right inputs when new steering guidance or tone rules seem ignored.

Open
When this article applies
  • You changed steering guidance, but new drafts still sound like the old version.
  • Only some replies appear to reflect the updated instructions.
  • The dashboard saved your changes, but newly generated drafts did not improve.
Recommended steps
  1. 1Save the guidance changes and run a fresh draft on a newly loaded lead rather than relying on an already-open draft.
  2. 2Refresh the dashboard after large prompt or profile changes so the latest workspace context is loaded.
  3. 3Confirm the changes were made in the correct workspace if you manage multiple brands or teams.
  4. 4Simplify conflicting rules so high-priority tone, service, and CTA guidance do not compete with one another.
  5. 5Compare one before-and-after draft to verify whether the change affected intros, questions, or closing language.
Helpful notes
  • If guidance was pasted from a rich-text source, remove unusual formatting and keep instructions direct, short, and explicit.
  • If multiple teammates edit guidance, choose one person to make final updates so your instructions stay consistent.
Analytics suggestions feel generic or repetitive

Improve output quality by strengthening business context, service specifics, and boundaries for the model.

Open
When this article applies
  • Replies sound safe but not differentiated.
  • Questions are too broad or fail to move the conversation forward.
  • Drafts miss your preferred style, pricing framing, or service priorities.
Recommended steps
  1. 1Expand your business profile with clearer service scope, differentiators, and preferred next-step language.
  2. 2Add examples of good replies or successful question patterns to your templates and guidance.
  3. 3Reduce vague instructions such as 'sound professional' and replace them with specific tone and CTA rules.
  4. 4Review whether the lead itself has enough detail to support a stronger question or estimate-oriented reply.
  5. 5Use a small set of high-value instructions rather than a long stack of overlapping rules.
How Feply uses lead text and photos in first replies

Understand what Feply receives from the connected Thumbtack account so teams can explain the workflow clearly to customers and staff.

Open
When this article applies
  • A customer asks whether Feply reads attached lead photos.
  • A teammate assumes the draft only uses typed lead text.
  • You want to explain when Feply asks the lead to send photos.
Recommended steps
  1. 1Treat the lead's typed request and Thumbtack question answers as the primary source of truth for the draft.
  2. 2If photos are attached, Feply can analyze them for useful visual scope cues such as visible condition, finish, damage pattern, or job complexity.
  3. 3If no photos are attached and the business profile is set to ask for photos only when missing, the draft can ask the lead to share photos when that would help scope or quote the work.
  4. 4Review the generated draft before send if you want to confirm how the photo context was incorporated.
Helpful notes
  • Photo analysis supports the written lead details instead of replacing them.
  • The pipeline can surface how many photos were reviewed by AI and any saved visual observation summary.
Replies do not sound like the business brand

Reinforce voice, service framing, and sign-off behavior so drafts match the company more consistently.

Open
When this article applies
  • Drafts feel too formal, too casual, or too pushy.
  • Business name, sign-off, or service language is inconsistent.
  • One teammate's edits changed the style for everyone else.
Recommended steps
  1. 1Update the workspace profile, footer, and sign-off settings with the exact phrases you want repeated consistently.
  2. 2Add one or two model examples of ideal responses instead of describing the style in abstract terms.
  3. 3Audit templates and prompt governance so old copy is not reintroducing the wrong voice.
  4. 4If you are on Team, centralize brand instructions and ask responders not to maintain conflicting private guidance.
Lead questions are too weak or not moving prospects forward

Tighten discovery logic when the AI asks questions that fail to qualify or convert.

Open
When this article applies
  • Prospects answer vaguely or stop responding.
  • Questions repeat information already on the lead.
  • The reply feels longer than necessary without creating momentum.
Recommended steps
  1. 1Prioritize one or two high-leverage questions tied to scheduling, scope, urgency, or budget fit.
  2. 2Avoid stacking too many questions in the first response if the lead already contains detailed notes.
  3. 3Add guidance telling Feply when to confirm details versus when to advance to a call or estimate step.
  4. 4Review successful booked-job conversations and feed those patterns back into templates or steering.
Pipeline

Pipeline visibility, stages, and activity tracking

Find fixes for missing stages, stale run history, activity gaps, and workflow visibility problems.

Pipeline is not updating after replies or runs

Resolve lag or missing state changes when the pipeline appears behind actual lead activity.

Open
When this article applies
  • A reply was drafted or sent, but the pipeline did not change.
  • Run history looks incomplete compared with what happened in the tab.
  • The dashboard looks stale after a long session.
Recommended steps
  1. 1Refresh the dashboard first to pull the latest activity and pipeline state.
  2. 2Confirm the run completed successfully rather than stopping on a lead or page error mid-flow.
  3. 3If several teammates worked the same workspace, ask them to refresh too so everyone sees the same latest state.
  4. 4Retry on one fresh lead and compare whether that new activity is captured correctly.
  5. 5If history is still missing, send support the workspace, approximate time, and action taken so the team can inspect logs.
Leads are appearing in the wrong stage

Use this guide when a lead appears in a different stage than you expected.

Open
When this article applies
  • A lead looks active but shows in a stage your team does not use for that scenario.
  • Different teammates interpret the same stage differently.
  • A custom process changed, but the team still expects the old mapping.
Recommended steps
  1. 1Review how your team defines each pipeline stage so everyone is working from the same expectations.
  2. 2Check whether the underlying lead action was draft-only, sent, paused, or manually handled outside the standard flow.
  3. 3If your process recently changed, update team playbooks and prompt governance so stage transitions stay aligned.
  4. 4Capture a before-and-after screenshot if one specific state repeatedly lands in the wrong stage.
Run history or activity logs are incomplete

Use this guide when you expect to see an activity entry but it has not appeared in the dashboard yet.

Open
When this article applies
  • A responder says they took action, but the dashboard does not show it.
  • Team members disagree on whether automation ran.
  • You need exact timestamps for billing or troubleshooting.
Recommended steps
  1. 1Refresh the dashboard and reopen the relevant page section first.
  2. 2Check whether the action was performed under the same workspace and user you are currently reviewing.
  3. 3If the activity was manual outside the normal automation path, note that it may not appear in the same history stream.
  4. 4For audit questions, record the lead, workspace, and approximate timestamp before opening a support request.
How to use the pipeline effectively

A practical guide for teams that want the pipeline to become part of their daily workflow instead of a passive report.

Open
When this article applies
  • Your team has pipeline access but is not sure how to use it day to day.
  • Stages are visible, but nobody is acting from them consistently.
  • Managers want better accountability across responders.
Recommended steps
  1. 1Define which stages require action today versus which are informational only.
  2. 2Use run history and activity logs during daily reviews so the team sees pipeline movement tied to actual work.
  3. 3Assign a clear person for each follow-up stage so leads do not sit without a next step.
  4. 4Review stage aging weekly and refine prompts or rules where leads repeatedly stall.
Billing & Trials

Payments, checkout, plan changes, trials, and seat billing

Handle card failures, plan confusion, yearly versus monthly questions, and trial-to-paid issues from one place.

Payment is not processing at checkout

Troubleshoot the most common checkout blockers before contacting support.

Open
When this article applies
  • Checkout fails before the subscription starts.
  • The card form submits but returns an error.
  • You switched plans or intervals and checkout started failing.
Recommended steps
  1. 1Confirm the selected plan and interval are the ones you intended before resubmitting payment.
  2. 2Retry in the same browser session first, then refresh once and submit again to clear stale checkout state.
  3. 3Check whether the card issuer blocked the payment, especially on first-time business subscriptions or large annual charges.
  4. 4Avoid multiple rapid retries if the same error repeats, because that can trigger fraud protections.
  5. 5If the page mentions billing configuration mismatch, stop and contact support instead of forcing more checkout attempts.
Helpful notes
  • Annual charges are larger single transactions, so cards that pass monthly charges may still require issuer approval for yearly billing.
  • If your card succeeds elsewhere but not in Feply, capture the exact wording of the checkout error for support.
Trial did not start or ended sooner than expected

Understand how trial enrollment works and what to verify if the workspace moved to paid unexpectedly.

Open
When this article applies
  • You signed up expecting a trial but landed in paid billing.
  • The dashboard indicates the trial has expired earlier than expected.
  • A second signup behaved differently from the first.
Recommended steps
  1. 1Check whether the workspace already had a prior subscription or trial history under the same account or billing identity.
  2. 2Confirm you completed signup on the intended plan and interval.
  3. 3Review billing status in the dashboard to see whether the workspace is trialing, active, or incomplete.
  4. 4If you are unsure which workspace the trial belongs to, verify the current workspace in the dashboard before contacting support.
How monthly and yearly billing work

Know what changes when you toggle billing cadence and how that affects plan price displays and renewal behavior.

Open
When this article applies
  • The pricing page shows different totals than expected.
  • You want to understand whether yearly billing changes seat pricing or renewal timing.
  • A teammate selected the wrong cadence at checkout.
Recommended steps
  1. 1Use the pricing toggle before checkout to verify the intended billing interval.
  2. 2Check the displayed plan note, especially for Team, because seat pricing differs between monthly and yearly billing.
  3. 3Review your checkout summary before paying and confirm the interval shown there matches your intent.
  4. 4If you already subscribed on the wrong cadence, contact support before making repeated plan changes.
How to pause a subscription for 30, 60, or 90 days

Use this when a customer asks whether pausing is supported, how long a pause can last, or where to manage it.

Open
When this article applies
  • You want a temporary billing break instead of canceling the subscription.
  • You were told there is no pause option and want to confirm whether it exists.
  • You want to know the maximum pause length or whether the subscription can resume early.
Recommended steps
  1. 1Open Billing in the dashboard and use the Pause subscription action there.
  2. 2Choose one of the current pause lengths: 30, 60, or 90 days.
  3. 3Know that the pause is scheduled for the next billing cycle rather than taking effect immediately mid-cycle.
  4. 4Resume earlier from Billing if you want the subscription to restart before the scheduled pause end date.
Helpful notes
  • Customers can pause for up to 90 days total.
  • If nothing is changed before the pause ends, the subscription and any active add-ons cancel automatically.
Refunds, failed renewals, and billing help

Use this path when the subscription already exists and billing support is needed after purchase.

Open
When this article applies
  • A renewal failed and features may be restricted.
  • You need invoice or receipt help.
  • You want to review refund policy or ask about a recent charge.
Recommended steps
  1. 1Review the billing section inside the dashboard first to confirm the active plan and workspace status.
  2. 2Use the refund policy for policy details, then contact support with the workspace, charge date, and issue summary.
  3. 3If the payment method failed, update the saved card before retrying plan or seat changes.
Team & Access

Seats, invites, roles, workspaces, and permissions

Use these guides for adding seats, inviting teammates, switching workspaces, and understanding role-based access.

How to add seats on Team

A practical guide for increasing capacity when the included seats are no longer enough.

Open
When this article applies
  • You are trying to invite another teammate and the workspace has no remaining included seats.
  • The team invite flow warns that paid capacity must be added first.
  • You want to know how extra seat billing works.
Recommended steps
  1. 1Open Team Access or Billing in the dashboard and start the seat purchase flow from there.
  2. 2Review the displayed rate for the current billing interval before confirming purchase.
  3. 3After the seat capacity is added, resend or continue the invite so the teammate can join.
  4. 4Keep track of the workspace's active billing interval because monthly and yearly extra seat pricing differ.
How to use Team roles correctly

Understand which roles should manage billing, responders, analytics, and shared settings.

Open
When this article applies
  • A teammate can see too much or too little.
  • Billing or workflow changes are blocked for some users.
  • Your team is unsure which role fits each person.
Recommended steps
  1. 1Assign the narrowest role that still lets the teammate do their job.
  2. 2Use higher-access roles for billing and shared workflow control only when necessary.
  3. 3If a responder only needs operational access, avoid granting broader billing or admin privileges.
  4. 4Review role assignments periodically after staffing changes or process changes.
Team invite email did not arrive or cannot be accepted

Fix the most common issues with teammate acceptance links and delivery.

Open
When this article applies
  • A teammate never received the invite email.
  • The acceptance link opens but fails or looks expired.
  • The teammate is trying to accept with the wrong email address.
Recommended steps
  1. 1Confirm the invite was sent to the correct email and check spam or security filtering.
  2. 2Ask the teammate to open the latest invite email because older links may no longer be valid.
  3. 3Make sure the teammate accepts the invite with the same email address that was invited.
  4. 4If necessary, revoke and resend the invite rather than trying to reuse a questionable link.
Workspace access or multi-workspace control is not behaving as expected

Troubleshoot workspace-switching issues for Team accounts managing multiple brands or pros.

Open
When this article applies
  • The user can sign in but cannot access the expected workspace.
  • Thumbtack leads appear under a different workspace than expected.
  • A manager expects up to 5 workspaces but cannot see them all.
Recommended steps
  1. 1Check which workspace is active in the dashboard before reviewing automation, pipeline, or billing behavior.
  2. 2Confirm the user's role on that workspace rather than assuming access is global across the account.
  3. 3If Thumbtack data appears under the wrong workspace, switch to the intended workspace, check its connection in Settings, and confirm which Thumbtack business it lists.
  4. 4If you should have access but do not, ask the person who manages your workspace access to review your assignment.
How-To

Practical setup and operating guides

A guided starting point for teams that want to set up Feply correctly, train responders, and avoid the most common issues.

How to launch automation safely for a new workspace

A recommended rollout path that protects quality while getting value quickly.

Open
When this article applies
  • You are new to Feply and want the safest way to go live.
  • The team wants to avoid unsafe sends during onboarding.
  • You want a checklist for first-week setup.
Recommended steps
  1. 1Start with the business profile, footer, and sign-off settings so the AI has correct baseline context.
  2. 2Use review on demand or dry-run first. Dry-run prepares eligible first-reply drafts automatically but never sends them.
  3. 3Tune steering guidance using actual leads from your service mix, not hypothetical examples only.
  4. 4Once replies are consistent, enable autonomous first replies. Keep the default 120-second timer at first, then choose 30, 60, 90, 120, or 300 seconds—or disable it for immediate sending—based on your team's review tolerance.
  5. 5Use pipeline and activity history in the first week to catch friction early and retrain the team.
How to improve reply quality quickly

A short playbook for turning average first drafts into consistently useful messages.

Open
When this article applies
  • The system is working technically, but the output is not strong enough.
  • Your team wants better openings, questions, and next steps.
  • You want a simple optimization routine.
Recommended steps
  1. 1Collect 5 to 10 strong real replies and identify repeated patterns that book calls or jobs.
  2. 2Update your steering guidance with those patterns using concrete instructions and examples.
  3. 3Refine one variable at a time, such as greeting style, question strategy, or closing CTA.
  4. 4Review results in live leads instead of only evaluating the copy in isolation.
How to train a team on Feply

A simple setup guide for teams with managers and responders.

Open
When this article applies
  • New teammates are joining and need a consistent process.
  • Different responders are using the product differently.
  • Managers want predictable QA and accountability.
Recommended steps
  1. 1Teach responders where to review pipeline, run history, and support before they begin handling leads.
  2. 2Standardize who updates guidance, billing changes, and workflow approvals.
  3. 3Use one short training session for live lead review so teammates can see what a strong assisted reply looks like.
  4. 4Set clear team rules for when to use manual review and when to contact support.
When to self-serve versus when to contact support

Use the help center first for common setup and workflow issues, then contact support with the right details if you still need help.

Open
When this article applies
  • You are not sure whether the issue is configuration or a product bug.
  • A teammate wants to send a vague support request without useful details.
  • You want faster resolution if support does need to step in.
Recommended steps
  1. 1Use the relevant article here first for sync, automation, billing, pipeline, or seat-management issues.
  2. 2If the issue persists, gather the workspace, user role, plan, exact page, timestamp, and what you expected to happen.
  3. 3Include screenshots or photos when the problem is visual or tied to a specific lead state.
  4. 4Open the contact form or dashboard support request with those details so support can help faster.
Need more help?

Still stuck after following the guide?

Send support the workspace name, exact page, what action you took, what you expected to happen, what happened instead, and screenshots. That gives the team the details needed to help you faster.

Open contact formReview billing and refund policy