Questions about bookings and job cards

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 and complete the booking process.

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 right and search for the job card.

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”. When you lose the job card, you will notice a yellow bell will appear. This means that approval has been sent. When the bell turns green, it means the approval has been given by the customer.

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 finalized the quantity and other details, click on the green tick. You can repeat this process until you have added all of 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.

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

An external note will appear on the client’s invoice, either in the app or as a hard copy. Clients won’t be able to see the internal note but the bike shop will.

Where will I find a client’s bicycle history?

Open the client’s job card and click on the “bike” tab. At the bottom, you will see the client’s bicycle service history. 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 a bicycle on Hubtiger?

There are two ways this can be done:

  • Your customer’s bicycle is in for a service. Open the job card and find the details of your client’s bicycle. You will be able to see the total km or miles that the bicycle has done as well as the mileage on the components.
  • Your customer’s bicycle is not booked in for a service. Select the cyclist tab from the side menu and search for the customer whose bicycle you want to see. Then click on the edit button that looks like a pencil on the far right. Next, click on the bikes tab and then click on the bicycle icon to see the mileage on the bicycle. If there are no kilometres/miles on the bicycle, it means your customer is not using the Hubtiger app.

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. The job card can also be adjusted in terms of estimated hours by dragging the job card.

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 the status changes which are active in settings. These notifications include: Service has commenced, Waiting for parts, Waiting for the client, Service is complete and Bike has been collected.

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.

Can the shop configure the default time per service type for the job card?
Yes, each service type has an estimated time to service. You can customise the estimated time for each service type as you see fit.

Questions about automated communication (email and sms)

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 the relevant text and press send. Your client will receive a push notification if they have the app or a text message if they do not

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

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

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

Is messaging via Hubtiger free?

Only the SMS messages have a cost per SMS but in-app notifications and emails are free.

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

Yes, all the automated communication messages can be tailored to what the shop requires.

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”. Select “Automated Emails”. Select the email template which you would like to turn off or on. In the email template, you will see the option called “Email Active”. Turn the Email Active switch on or off, as you desire.

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 bike shop with our text message solution.

Questions about Hubtiger’s integration with point-of-sales software

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

Hubtiger currently integrates into Vend, Lightspeed, Xero, Shopify, Sage and more to come.

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

Once integrated with the POS, we sync products, pricing and customer details so Hubtiger is always up to date.

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

Yes, we sync the product info, SKU and pricing from the 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.

Questions about services on the Hubtiger software

How do I add a new service?

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

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.

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

A service type is a service within the service category. For example, a front shock service is the service type and the service category would be “suspension”. We allow you to create service categories to organize and assist you in managing the services in your workshop.

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.

Does Hubtiger offer reporting for the workshop?

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

Questions about setting up the Hubtiger software and assistance

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

Go to the platform that your website is created on and click on the page you would like to add to the online booking widget. Click on the Show HTML button and enter the iframe code provided to you by Hubtiger.

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 finalized the quantity and other details, click on the green tick.

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.

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 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.

Questions about your customers on Hubtiger

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 will see three different categories you filter by. You can either choose based on hours, based on distance or based on month intervals. This will open a page with all the items that are due for service within that category.

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.

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

Open the menu bar on the left of the screen. Click on “cyclists”. 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.

General questions regarding Hubtiger

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.

Can I schedule my bicycle service?

Once you’ve downloaded the Hubtiger app on either iOS or Android you can search for a bike shop near you and book a service with them through the Hubtiger app.

In what countries are you available?

Hubtiger is available in 24+ countries, to find out if Hubtiger is available in your region contact us.

How do I get in touch with a consultant?

Contact us to get in touch with a member of our team.

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.

Questions about our pricing

Is the contract a month-to-month contract?

Yes, the 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 Lite 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 we do prefer using your credit card monthly.

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

It depends on the package you take but the only additional things you will need to pay for are SMSs as well as pick-up and collections. However, this depends on your package.

Questions about our mobile app for cyclists

Does Hubtiger cater for indoor cycling?

Yes, there are 2 scenarios that could arise:
Scenario 1: you have a wattbike / spinning class and ride outside as well. In this instance, you should set up a watt bike and assign your indoor rides to this bike. Your outdoor rides will go on your normal bicycle.

Scenario 2: You have a bike but also use it on an indoor trainer (E.g. a Wahoo Kickr). As it’s the same bike but not all your components are being used when indoor training, we allow you to edit the ride. So click on your bike, then click on rides. Select your indoor ride and click on the 3 dots. From here you can go and edit the components that are linked to that ride. So for example you would unselect your cassette and tyres but leave them on your chain and pedals.

Do I need to have a Strava account to use Hubtiger?

You don’t need a Strava account but you will need to log every ride, which will become tedious. If you link it to Strava, everything is automated.

How should I set up my bike on Hubtiger?

Go to Strava and create a bike. This bike will pull through to Hubtiger. Add your components. All your rides will be allocated to your bike.

What happens if I ride but forget to turn on my fitness tracker device?

There are 2 options. You can log rides under the weather tab/ride history tab or if you rode with someone, you can get them to tag in you their ride on Strava

I have 2 bikes that are the same but one has all my service history and the other is linked to Strava. What do I do?

Go into your profile and relink to Strava. This will pull your Strava bike. Now you will have 2 bikes – one with your components set up but not linked to Strava and a bike that is linked to Strava but with no components. Go into your bike that is not linked to Strava. Click on the edit bike button. There will be an option to transfer all your components to your Strava bike, called “Transfer Bike Info”. Click on the button and retire your old bike.

I have 2 bikes but I ride one bike 90% of the time and the other bike 10% of the time. However, the bike I ride 10% of the time seems to be my default bike. How do I change this?

After each ride, you can choose which bike it should be allocated to. However, you can also set your default bike on Strava.

My most recent rides are not pulling through to Hubtiger. What should I do?

If you go into the weather tab, you will see your ride history there and the ability to do a Strava resync. If you click on the Strava resync, it will pull all of your rides. If that still does not work, you can contact our support team.