How can we help?

Company admin

1. On the landing page, pick the module you need and continue to onboarding. Enter your email and use the sign-in link we send. Keep the onboarding page open. If the email is missing, check spam or request a new link.
2. Enter your company name. Check the modules you picked and any modules they depend on. You can add your team and other connections later.
3. In checkout, check the price, payment details, and seven-day trial terms before you confirm. Your trial end date and renewal amount are on the checkout and billing screen.
4. When you return to Empire, select Check activation again if confirmation is still pending. Do not start a second subscription. Once it is active, open your workspace. You can set up team invitations, service lines, and provider connections later in Settings.

A sign-in link or a finished account form does not mean billing is active. Checkout confirmation and the workspace billing status are separate.

Company admin · Customer

1. Pricing is monthly and per workspace, not per person. Team members and shared customer, property, and history records are included.
2. Compliance Monitor is optional. Its location allowance applies only when you select it.
3. Payment processing and subscriptions to connected services are separate. Review voice and AI usage limits and provider charges before activation.
4. Company admins: open Settings, select your organization, and find Empire platform billing. Choose Manage billing to open the billing portal.
5. Check the renewal date and payment method there. To avoid renewal, cancel before the trial ends, then check the new status and the date it takes effect. Closing a tab or disconnecting an integration does not cancel a subscription.
6. Customers: use Billing for saved payment methods, auto-pay, and service subscriptions. Use Invoices to review individual charges. These payments go to your service company, not to Empire.
7. If billing will not open, note the time and the error on screen, then contact your company administrator or your account contact. Do not send card numbers. Do not retry a payment that may have gone through.

The billing portal shows which changes you can make. Cancelling does not by itself mean a refund. Ask your service company about any refund or service cancellation.

Company admin

1. Open Settings → Integrations and check which organization you are managing. Use an account that is allowed to connect that company’s systems.
2. Choose the provider’s connect action. On its authorization screen, read the permissions and pick the right company account. Never share passwords or access tokens in messages.
3. Go back to Settings and check the provider status. If setup is required or an error shows, finish the listed prerequisite. Authorizing does not prove data has synced.
4. Run the sync or reconciliation action and check the result. Compare one record you know against Empire before you rely on the connection.
5. If access expires or is revoked, reconnect the same company account. Note the error and the last successful sync before you retry. Do not keep re-importing records when the first result is unclear.

Some connections need setup on the provider’s side or help from an administrator. Only grant permissions you understand. Disconnecting does not remove records already imported.

Company admin · Office staff

1. Stripe handles Empire payments and subscriptions. Connecting it does not move another processor’s subscriptions or saved payment credentials. Plaid links bank accounts for supported bank workflows. Linking is not a historical accounting import.
2. QuickBooks can stage customer, invoice, and payment records. Staged records are not a finished import. Full history and duplicate handling still need your review. Zoho Books reconciles invoices and payments. It is not a general billing migration, and taxed invoices need the provider’s tax setup.
3. Gmail brings in email and attachments. It does not migrate your full mailbox history. Google Calendar can sync scheduled work. Do not assume full two-way editing or availability. Compare the appointment time and timezone in both systems.
4. HubSpot syncs CRM records to a staging area. Review them before you treat them as a complete migration. Twilio also needs number routing and delivery checks after you connect the account.

Keep the original system running until you have checked the records and workflows you depend on. A Connected badge does not mean the migration is done.

Company admin

1. Open Settings → Phone numbers and check that the number can be transferred. The authorized account holder should have the carrier account information and proof of ownership ready. Enter sensitive details only in the transfer form.
2. Keep your current carrier service active. A port needs carrier approval and is not instant. For temporary forwarding, set it up and test it with your current carrier. Saving a forwarding destination in Empire does not change anything at the carrier.
3. Submit once, keep the request reference, and use the status refresh. If the submission times out or the status is unclear, ask your account contact to check the existing request before you submit again.
4. When the carrier says the port is complete, ask for a routing review. Completion alone does not attach the number to your workspace, set the outbound caller identity, or finish messaging registration.
5. Before you shut down the old service, test inbound calls, outbound caller identity, voicemail or fallback routing, and texts in both directions where supported. Confirm the results with whoever runs your company’s phone system.

Forwarding and porting are different. Voice forwarding does not set up SMS. Do not cancel the old carrier until the transfer and the delivery checks are confirmed.

Company admin · Office staff

1. Keep an export of the source data and agree on which system is the source of truth during the move. Decide who will review customers, balances, invoices, and payments before you change live records.
2. Open Imports and migration to reach the connection you need. QuickBooks and CRM staging still need review. Connecting a source does not migrate everything.
3. For a ServiceTrade JSON export, profile the file, review the run and the duplicate decisions, and do a dry run before you approve the commit. Only the supported mapped records are committed. Jobs, financial records, and attachment files may not all copy over.
4. Compare record counts, source IDs, sample customer details, invoice totals, payment allocations, and outstanding balances against the original. Look into any missing or duplicate records before you switch.
5. Saved cards and recurring subscriptions may not move with customer records. Arrange a processor-assisted migration or have customers authorize again where needed. Make sure recurring charges do not overlap at cutover.

For imports we do not support or results you are unsure of, ask for an assisted review. Keep the source system running until you have reconciled and run one real workflow.

Office staff

1. Start in Today and review the work available to your role. Confirm the customer and location before you act on a request.
2. Review incoming communications before you turn them into work. Check the extracted contact details, attachments, and requested service. Do not assume every intake is right.
3. Use the scheduling and service tools your workspace has. After a change, check the assigned person, the time, and the customer record.
4. Check quote, invoice, and payment status on the record. If a connected system disagrees, ask your administrator to review the sync before you enter a duplicate.

The modules you see depend on your company’s subscription and your access. If an action is missing, ask an administrator.

Technician

1. Open Schedule and select your assigned work. Check the site, appointment time, and service instructions before you travel.
2. Open the inspection and record the findings and evidence it asks for. Make sure your changes are saved before you leave the record.
3. Check your timecards. Tell your office contact about wrong assignments or records you cannot open.
4. If a save fails, keep the record open and note the error. A record showing on your device does not mean it has synced.

This guide covers the web portal. Do not assume offline support or the same controls on every device.

Customer

1. Open your dashboard and check the building or account before you look at inspections, deficiencies, and contracts.
2. Use Request Service for a new request. Give the location and the details. For an emergency, use your usual emergency contact. A portal request will not get an immediate response.
3. Read a quote’s scope and amount before you approve it. Read an invoice before you pay it, and check the payment status before you try again.
4. Use Billing for the payment and subscription controls you have. If a record is missing or wrong, contact your service company with the record reference. Do not send payment details.

Your service company decides which records and actions you can use. Platform subscription settings are for company administrators.

Company admin · Office staff · Technician · Customer

1. Can’t sign in: use the most recent sign-in link and your correct work email. Check spam and request a fresh link if needed.
2. Missing access: ask your workspace administrator to confirm your membership and role. Switching company can change the records you see.
3. Failed action: note the screen name, the time, the error on screen, and the record or request reference. Blur unrelated customer information in screenshots.
4. Contact your workspace administrator, or the account or support contact your company already uses. Customers should contact their service company. Never send passwords, one-time sign-in links, API tokens, full card numbers, or carrier account PINs.
5. If a payment, import, or phone transfer may have gone through, check its status before you repeat it. Keep existing systems running until you know the outcome.

This help center does not take support tickets or monitor emergencies.