Common Questions

Why does my sidebar look different from someone else's?

Because your accounts have different modules enabled. See "Communities vs. Routes" in Getting Started.

A team member says a property is missing from their app.

Check that they are assigned to that property for that service day on the community profile, that the property is active, and that their account is active. This is nearly always an assignment gap.

Why is a recent violation missing from my report?

Reports only include approved violations. Anything still pending or rejected is excluded — clear your review queue first.

Can I change the wording of the SMS messages?

No. Message text is fixed so every account stays compliant, including automatic unsubscribe handling. Use Message Previews to see exactly what is sent.

How many admins can I have?

Three. District managers and collection specialists are limited only by your plan.

Someone left the company. Delete them?

Set them inactive instead. They can no longer log in, and their timesheets and service history stay intact for your records.

What is the difference between clearing a route and deleting it?

Clear stops only empties the route but keeps its days and agent assignments. Delete route entirely removes the route; its stops survive and become unassigned.

Do property managers and residents need a login?

No. Property managers use a passcode-protected portal, residents use a fully public one. Neither has a Valet Hero account.