Find answers to commonly asked questions about Hubtiger

Is the contract a month-to-month contract?

Yes, your shop has no obligations and can cancel at any time.

 

Do I get a free trial?

Absolutely! You get full access to all our features throughout your trial period. Get started with a free trial here.

Should you see a lot of value in Hubtiger and would like special pricing, please contact us and we can arrange something equitable.

 

Can I start off with your one plan and upgrade later?

Yes, you can upgrade whenever you want.

 

Do I need to insert my credit card?

Ideally. We can invoice you, but doing a monthly debit for your Hubtiger subscription saves both you and our company valuable time.

 

Is everything included or do I need to pay for extras?

It depends on the package you take, but the only additional costs may be SMS credits and WhatsApp integration.

 

I own several stores and they each need their own subscriptions, but I only want to make one payment. Can you accommodate this?
Yes, we can. We will create one product on Stripe, and you pay once for all your stores/subscriptions. Please contact our team to set this up.

What point-of-sale solutions does Hubtiger integrate with?

Hubtiger currently integrates into Lightspeed, Xero, Square, Vend, Shopify, Epos Now, Retail Express, Sage, Netsuite and more. Can’t see your POS provider? Check our up-to-date integrations page or start a chat with a support agent to suggest an integration partner.

 

How do you keep the products and pricing up to date?

Once Hubtiger is integrated with your POS, it will sync products, pricing and customer details automatically. Hubtiger syncs incrementally meaning it is always up to date.

 

Does the Hubtiger quote get the product data from the POS?

Yes, Hubtiger syncs the product info, SKU and pricing from your POS.

 

How easy is it to sync with Vend or Lightspeed?

It is very easy. It takes a couple of minutes to pull your clients and products.

 

How do I send a quote to Lightspeed, Vend or Xero?

Select the relevant booking and it will open the job card. Under the “Quotes” tab, you will see the pending quote. Make sure you have added all items to the quote, then press “send to POS”. Go into your point-of-sale system and it will be under a pending sale/parked sale, depending on which point-of-sale package you use. 

 

Does Hubtiger cater for special orders in Lightspeed?

Yes, it does.

 

Can I work on Hubtiger in Lightspeed?

Yes.

 

I don’t have a POS; can I still use Hubtiger?

Yes, we often have stores that upload their SKUs and service types from an Excel template.

Do customers have an option of paying through the portal ahead of their visit (for both rentals or services)?

Yes, they can pay through the app or text messages using Stripe. Once paid, the job or rental status is automatically updated to ‘paid’ on the job card. More info here.

Do you provide training?

Absolutely. We have live customer support, training and setup support, plus a whole resource centre for you to peruse at your leisure.

 

How do I get in touch with a consultant?

Start a chat with one of our team members using the chat bubble below.

 

How do I access the Hubtiger knowledge base?

On the top right-hand corner of the Hubtiger portal, there is a question mark. Click on that and you can view several videos that will guide you through Hubtiger.

 

Is the booking widget free?

Yes. Hubtiger’s rental or repair software comes with a free booking widget which you can embed into your website.

 

How do I place the online booking widget on my website?

Hubtiger provides you with an iFrame (creates a snippet of code) which you can imbed into your website. Navigate to the settings page on Hubtiger, create your booking widget and the generate the iFrame at the bottom of the page. Copy the iFrame and imbed it on any page on your website. For an in-depth guide please read this blog on booking widgets.

 

Is the widget customisable?

Yes. You can customise the booking widget to suit your preferences.

Can the shop change the service types, user details, work hours or any of the shop details?

Yes, most elements in Hubtiger can be configured by the shop under “Settings”.

 

In which countries is Hubtiger available?

Hubtiger is available in 24+ countries, to find out if Hubtiger is available in your region contact using the chat bubble on our website.

 

Where is the data stored?

All data is securely stored on globally replicated databases and storage accounts.

 

What cloud service does Hubtiger use?

Hubtiger uses Microsoft Azure as its preferred cloud service provider.

 

How do I change the units of measure on Hubtiger?

Select your profile at the top right-hand corner of the page. There, you will see a Unit of measure category where you can switch between imperial and metric units.

 

How do I open Hubtiger on different computers?

You can use the same credentials to log in on as many devices as you would like using your email and password.

 

Can we have multiple users using the system at once?

Yes, Hubtiger is web-based and multiple users can be doing different things at different times.

 

My customers are not up to date. What do I do?

On the menu bar on the left of the screen. Click on “Customers”. In the top right-hand corner, there is an icon of two arrows going in a circular motion. Click on them and it will update all of the clients in Hubtiger that are in your POS.

Does Hubtiger integrate with WhatsApp?

Yes, Hubtiger seamlessly integrates with WhatsApp for business messaging.

 

How do I set up WhatsApp on Hubtiger?

Integrating WhatsApp with Hubtiger is simple. Follow these steps for a quick and smooth setup:

• Use an existing number or purchase a new SIM card.
• Insert the SIM card into a phone to receive the authentication code.
• Upgrade your plan to add WhatsApp for $10/month.
• Access the integration page under Settings > Messaging > WhatsApp Integration.
• Log in to Facebook using an account with administrative access to your Facebook Business Account.
• Approve the connection.
• Confirm business information.
• Add your number and authenticate using a 6-digit code.
• Complete the integration by approving permissions.
• Add a payment method to your Facebook Business Account.
• Customise your message templates, and WhatsApp will approve them.

For a detailed guide, please read this blog on our WhatsApp integration.

 

Can I use my existing WhatsApp Business number?

Yes, as long as it’s not already integrated with another system or integration.

 

How much does the WhatsApp integration cost?

The integration costs $10 per month, per number.

 

Should I have one number per store?

Yes, having a dedicated number for each store ensures clear communication and helps avoid confusion between different locations.

 

How does Meta’s messaging policy work?

Meta enforces specific rules to prevent spam. You can send transactional messages to customers within a 24-hour window. Once a customer responds, the conversation can continue for up to 24 hours.

 

What do I need to do if I need to add more than two numbers to my Facebook Business Account?

You’ll need to verify your Facebook Business Account. Log in to Facebook Business Manager, go to Business Settings > Security Center, and start the verification process.

 

Are there message templates for WhatsApp?

Yes, message templates are available for WhatsApp just like there are for email and SMS. Whatsapp templates can be customised with your location, headers, footers and CTAs. Meta will need to approve WhatsApp templates to ensure they meet their community guidelines.

 

Why does Meta need to approve templates?

Meta’s approval process ensures your customers are protected from inappropriate or spammy messages.

 

Can I send my store’s location in WhatsApp templates?

Yes, you can send your store’s location in templates. Make sure your address is correctly set in your shop profile.

 

Can I send images through the WhatsApp integration with Hubtiger?

Currently, images cannot be sent through WhatsApp, but you can still share them via the customer portal.

 

How much does WhatsApp cost for business messages?

WhatsApp charges based on the type of conversation and the country in which messages are sent. Pricing is per 24-hour window, meaning you can send multiple messages within that period without extra charges. You find out more information on WhatsApp website here.

How do I buy SMS credits?

Click on the side menu and select the settings tab. Select “Message bundles” and choose the package you would like to purchase by clicking on “Buy bundle”. Enter your credit card details in the payment gateway and you’re all set.

 

How do I send a text message?

Click on the booking and it will open the job card. Click on the “messaging” tab. Type in your message to the customer and press send.

 

Why do I get an error message when I try and send a text message?

The error can occur for 3 reasons:

• You’ve exceeded your available SMS’s
• You do not have the client’s phone number
• The client’s phone number is not in an international format

 

If I run out of SMS credits in a month, can I top up?

Yes, we offer a variety of message bundles at different rates. To view these bundles, log into your Hubtiger profile, click ‘Settings’ and select ‘Message bundles’. You can view your available message credits and buy more credits.

 

If I don’t use all my allocated messages in a month, do they roll over?

Yes.

 

Is messaging via Hubtiger free?

In-app notifications and emails are free with Hubtiger. SMS messages have a cost per SMS and WhatsApp has an monthly integration fee plus the fee WhatsApp charges you to send the message.

 

Can I only send mobile in-app messages with Hubtiger? 

No, Hubtiger can send messages via WhatsApp, SMS, email and in-app notifications.

 

Can my shop change the wording and design of the notifications and emails that go out to customers?

Yes, you can customise all automated communication messages sent from Hubtiger using message templates.

 

Can I add my shop logo to the emails?

Yes, of course. Follow these easy steps:

1. Click on the message template tab
2. Choose the relevant emails you would like to place your logo on
3. Copy and paste the image into the area where you would like it to be displayed

 

How do I turn emails on or off?

Click on the sidebar and select “Settings”. Under ‘Messaging’ select ‘Message Templates’. Read through the list of email template and choose which ones you would like to turn off or on. Click into each email template you would like to change. Once the template pops up, you will see toggle called “Email Active”. Turn the Email Active toggle on or off, as you desire.

You can easily get an overview of which message template are active for email and sms by looking to see if the email icon or sms icon is green. If it is green it’s on and if it’s greyed out, it’s off.

Do all the automated communication messages have to go out during the service?

No, messages can be configured to be active or inactive. To do this, navigate to settings and click on message templates.

Can the customer reply to the shop?

Yes, the customer can communicate with the shop with our messaging solution on the customer portal or through WhatsApp if you chose to use it.

How do I make a booking on Hubtiger?

Click on the calendar tab and select an available time slot under the technician who will do your service. You can search for the client by inserting their surname, email address, or telephone number. Then simply fill in any necessary information to complete the booking.

 

How do I search for a previous job card?

Previous job cards are all located on the calendar. Click on the calendar tab on the left. In the top right-hand corner of the calendar, click on the search icon (magnifying glass). A pop-up will appear, and you can use job card number, email address, phone number, first name, last name, or item serial number to search.

 

How do I send a quote to the client if I don’t have their permission to add extra components to the job card?

Select the relevant job card. Within the job card, click on the quote tab. There is a button that says “send for approval”. Once the quote has been successfully sent for approval, the job card will turn orange. Once the customer has approved the quote, the job card will turn green.

 

How do I find an SKU on the job card?

Open the job card. Select “quote”. Click on the + sign on the right-hand side of the job card. A white box will appear in the bottom right-hand corner. Search for the name of the product or SKU number. Once you have finalised the quantity and other details, click on the green tick. You can repeat this process until you have added all the SKUs.

 

How do I print a job card?

When you open a job card, you will see that at the top right-hand corner, there is an icon that looks like a printer. Simply click on this icon, and it will create a printable version of the job card.

 

Can the workshop manager move the job cards to another mechanic or another day?

Yes, job cards can be moved to another mechanic or day. If the job requires more time than originally estimated, you can drag the job card across the calendar.

 

Does the customer get a notification if the job card is moved from one day to another or from one technician to another?

No, the customer only receives automated notifications for status changes which are active in settings, such as: Service has commenced, Waiting for parts, Waiting for the client, Service is complete, and Item has been collected.

 

What does “minimum job card number” mean?

It means what the next job card number will be. So if you set it to 100, the next job card number will be 101. This should allow you to continue your job card numbering, so you don’t have to start again.

 

How do I allow mobile bookings?

Click on the settings tab and select ‘Shop Profile’. You will be able to turn mobile bookings on and off by toggling the switch. Once you have finalised the quantity and other details, click on the green tick.

How does the software handle multiple jobs in progress at the same time?

Hubtiger allows you to track multiple jobs simultaneously, showing their status and time remaining.

 

Is there a way to monitor time spent on each job?

Yes, time-tracking tools allow you to log how long each technician spends on a job, improving efficiency and transparency.

 

Can I track the performance of my technicians?

Yes, Hubtiger provides detailed reporting on technician performance, allowing you to see efficiency, productivity, and job completion times.

 

What happens if not all the technicians can perform all of the services?

You can choose which technician can perform which services. To do this, click on the settings button, select the category that the service is under and then click on the service that you would like to change. You will see a heading labelled “technicians”. Select the technicians you would like to perform the service and deselect those who cannot perform it. Press “save” before you exit.

 

Can the workshop manager move the job cards to another mechanic or another day?

Yes, job cards can be moved to another mechanic or another day. If the job will take more than one day to complete in terms of estimated hours, you can simply drag the job card left and right to include days on either side.

 

What’s the difference between an external note and an internal note?

An external note will appear on the client’s invoice in the customer portal. Internal notes allow your team to communicate with one another and are for shop use only. Internal notes are not visible to your customers.

 

Where will I find an items service history?

Open the client’s job card and click on the tab at the top that describes the item. Depending on what types of items you service, this could say ‘bike/boat/motorcycle/item’. At the bottom, you will see the service history relating to that item. If you want a more in-depth view, search for the client’s surname on the top right of the calendar and you will be able to see all their previous job cards.

 

How do I see the kilometres or miles of an item on Hubtiger?

When customer’s item is in for a service, open the job card and find the details of your client’s item. You will be able to see the total km or miles that the item has done as well as the mileage on the components.

How do I add a new service?

Select the settings button and select the category you would like to add the service to. Click on the 3 dots and select “add service”. Enter the details of the service and then press “save”.

 

What happens if not all technicians can perform all of the services?

You can choose which technician can perform which services. Click on the settings button, select the category, and then click on the service you want to adjust. Under ‘Technicians’, select the relevant technicians and press ‘save’ before exiting.

 

What’s the difference between a service category and a service type?

A service type is a specific service within a broader category. For example, ‘front shock service’ is a service type under the ‘suspension’ category.

 

Can the shop configure the default time per service type for the job card?

Yes, each service type has an estimated service time. You can customise this time in the settings.

 

Can I generate quotes and invoices directly from the job card?

Yes, Hubtiger allows you to create quotes and invoices based on the job card, including parts and labour. This information is pulled from your POS system.

 

How does the software handle warranty repairs?

You can tag specific repairs as warranty jobs and track them separately for reporting and billing purposes.

 

Can I integrate the workshop software with other systems like accounting or CRM tools?

Yes, Hubtiger integrates with accounting systems like Xero or QuickBooks and CRM tools for a seamless workflow.

 

Does Hubtiger offer reporting for the workshop?

Yes, we have numerous reports looking at technicians, services, revenue and breakdown of all aspects your workshop.

How do I see when a customer is due for a service?

Click on the Dashboard tab, and on the right-hand side of the page, you will see a box titled “Due for Service”. You can filter by hours, distance, or month intervals. This will show all items that are due for service.

 

Can you delete a customer?

No, you cannot delete a customer as it is legally their information. However, you can email the Hubtiger team to de-link that customer from your shop.

Can I offer discounts for long-term rentals?

Yes, Hubtiger allows you to set custom pricing rules for long-term rentals, including discounts or promotional rates. You can even offer different payment terms to your customers.

 

Can I manage multiple rental locations from one account?

We recommend having one a subscription for each rental store to help simplify operations for your employees. You can however move inventory easily between locations within the portal.

 

How does the system handle rental returns and damages?

With Hubtiger, you can set up refundable deposits and use rental waivers to clearly outline customer rights and responsibilities. Additionally, the software allows you to send images of any damage directly to customers and coordinate payments with third-party insurance providers, making the process more transparent and efficient.

 

Can I track the availability of rental items in real-time?

Yes, Hubtiger shows real-time availability through the calendar view, helping prevent double bookings and manage your inventory effectively. Customers can also see availability when making a reservation through our free booking widget.

 

How do I manage deposits for rentals?

You can set up deposit rules in Hubtiger, which can be taken online or in-store, and automatically refunded upon return if no damages are found. Stripe manages this all seamlessly within the Hubtiger portal.

 

Can I offer add-ons or accessories with rentals?

Yes, with Hubtiger, you can offer both mandatory and optional add-ons, such as safety equipment, accessories, or extra services, during the booking process. Customers can select these additional items when they book a rental, giving them more options and increasing your revenue opportunities.

 

How do I track overdue rentals?

Hubtiger notifies you when items are overdue, and you can charge late fees or penalties according to the terms and conditions you set out in your digital waivers.

 

Can customers extend their rentals?

Yes, Hubtiger allows customers to request an extension, subject to availability, with additional charges automatically calculated.

 

Does the software track the rental history of items?

Yes, you can view the full rental history of any item, including past renters, dates, and any damages or maintenance performed.