How can we help?

Contact us

E-mail: support@groundtender.com
Hours: Monday to Friday; we respond within one business day.
Phone: there is no phone line — e-mail reaches the people who can fix things.

To help us answer in one round trip, include:

• Your organization's name and the e-mail address you sign in with.
• What you were trying to do, what you expected, and what happened instead.
• The web address of the page, or the screen name in the mobile app, and a screenshot if you can — please crop out your customers' details.

Sign-in and account recovery

I can't sign in

• Not verified yet: after creating an account you receive a verification e-mail; you cannot sign in until you follow its link. The link expires after a short time — if it has, write to us and we will send a new one.
• Forgot your password: e-mail support@groundtender.com from the address you sign in with and we will send you a one-time reset link. The link expires after a short time and can be used once; setting a new password signs you out of every other device. Then sign in with the new password.
• Signed out unexpectedly: sessions end when a password is reset, when an owner removes you from the organization, or after a long period of inactivity. Sign in again; if you have been removed, contact your organization's owner.

Invitations

Owners invite office users and crew members by e-mail. Invitation links are one-time and expire. If yours has expired or you cannot find it, ask the organization's owner to have it re-sent: the owner writes to support@groundtender.com from their own sign-in address with the invitee's e-mail address, and we send a fresh invitation.

Several businesses

One login can belong to more than one organization. After signing in you choose which one to open; in the mobile app, switch from Settings.

The mobile field app

• At launch the field app is distributed through TestFlight on iOS and internal testing on Android. Write to us with the e-mail address of each crew member's phone and we will send the install invitation.
• Crew members sign in with the same e-mail and password as the web app.
• The app works without a signal: today's jobs are on the phone, and everything a crew records — starts, completions, notes, photos — is queued and sent when the connection returns. The Sync queue in Settings shows what is still waiting.
• Camera and photo access (for job photos) and notifications are optional; the app asks when a feature first needs them, and you can change your answer in the phone's settings.
• Data on the phone is stored encrypted and is erased when the user signs out or when their access is revoked. The app updates itself over the air.

Exporting your data

• Reports: owners and admins can export any report — receivables, schedule, completed work, crew time, estimates, revenue — as CSV or PDF from the Reports section of the web app. Exports are private downloads with a limited lifetime.
• Everything: an organization's owner can request a full export of the organization's data. Write to support@groundtender.com from the owner's sign-in address. We confirm the request through a link sent to that address, and once confirmed we prepare the export and send a private, time-limited download link.

Closing your organization or deleting your login

Close (delete) your organization

1. Export anything you want to keep (see above).
2. Cancel your subscription from Settings → GroundTender subscription → Manage billing, if it is still active.
3. From the owner's sign-in address, e-mail support@groundtender.com asking to close the organization. We send a confirmation link to that address; nothing happens until you confirm it.
4. After confirmation the organization is locked, and personal data is removed after a short hold. Financial records that tax and accounting rules require us to keep — invoices, payments, receipts — are minimized rather than deleted: personal details are stripped and the financial record is kept. The Privacy Policy has the detail.

Delete your own login

Any account holder can ask us to delete their login: e-mail support@groundtender.com from that address. If you are the only owner of an open organization, make someone else an owner first or close the organization — an organization cannot be left without an owner.

Billing questions

• GroundTender costs $49 per month per business with unlimited crew members, after a 14-day free trial. Full details and answers to the common questions are on the Pricing page.
• Update your card, download receipts, or cancel: Settings → GroundTender subscription → Manage billing opens your Stripe billing portal. Your subscription is billed by Abacus Tech Design LLC through Stripe.
• A payment failed: we e-mail the organization's owners with the date by which it must be resolved. Update the card in the billing portal and the next attempt goes through automatically.
• Your customers' payments go through your own Stripe account, not ours. For payouts, disputes, refunds, or Stripe's fees, use your Stripe Dashboard; we are glad to help with how GroundTender records those payments against your invoices.

Incident status

If the service is degraded or unavailable, we e-mail organization owners with what is affected, any workaround, and updates until it is resolved. There is no public status page at launch. The mobile app keeps working offline throughout and syncs when service returns, so a crew's day is not lost.

Reporting a security issue

If you believe you have found a security vulnerability, e-mail support@groundtender.com with “Security” in the subject line. Please do not test against other businesses' data. We acknowledge reports within one business day and keep you informed while we fix the issue.