Company admin
From the landing page to your first working module.
- Choose the outcome or module you need on the landing page. Continue to onboarding, enter your email, and use the secure sign-in link. Keep the onboarding page open; check spam if the email is missing, or request a new link.
- Enter your company name. Review the selected modules and any required dependencies before continuing. You can add your team and other connections later.
- Review the price, payment details, and seven-day trial terms in checkout before confirming. Use the checkout and billing screen for your actual trial end date and renewal amount.
- After returning to Empire, use Check activation again if confirmation is pending. Do not create another subscription. Once active, open your workspace; team invitations, service lines, and provider connections can be configured later in Settings.
A sign-in link or completed account form is not confirmation that billing is active. Checkout confirmation and the workspace billing status are separate steps.
Open onboarding Company admin · Customer
Empire platform billing is separate from customer service invoices.
- Pricing is monthly and per workspace, not per person. Team members and shared customer, property, and history records are included.
- Compliance Monitor is optional. Its location allowance applies only when you select it.
- Payment processing and subscriptions to connected services are separate. Review voice and AI usage limits and provider charges before activation.
- Company admins: open Settings, select the correct organization, and find Empire platform billing. Choose Manage billing to open the billing portal.
- Review the renewal date and payment method there. To avoid renewal, complete cancellation before the trial ends and check the resulting status and effective date. Closing a tab or disconnecting an integration does not cancel a subscription.
- Customers: use Billing for saved payment methods, auto-pay, and service subscriptions. Use Invoices to review individual charges. These are payments to your service company, not its Empire platform subscription.
- If billing cannot open, note the time and visible error and contact your company administrator or existing account contact. Do not send card numbers or retry a payment that may already have completed.
The billing portal shows which changes are available for your account. Cancellation does not by itself confirm a refund. Confirm any refund or service cancellation with your service company.
Company admin: open platform billing Customer: open service billing Company admin
Stripe, QuickBooks, Zoho Books, Twilio, Gmail, Google Calendar, Plaid, and HubSpot.
- Open Settings → Integrations and confirm the organization you are managing. Use an account authorized to connect that company’s systems.
- Choose the provider’s connect action. Review the requested permissions on its authorization screen and select the correct company account. Never share passwords or access tokens in messages.
- Return to Settings and check the provider status. If setup is required or an error appears, finish the listed prerequisite; authorization alone does not prove data has synced.
- Run the available sync or reconciliation action and inspect its result. Compare a known source record with Empire before relying on the connection.
- If access expires or is revoked, reconnect the same company account. Record the error and last successful sync before retrying. Do not repeatedly import records when the first result is uncertain.
Some connections require provider setup or administrator assistance. Only grant permissions you understand. Disconnecting access does not automatically remove previously imported records.
Open integrations Company admin · Office staff
Check the boundary between connecting, syncing, and migrating.
- Stripe supports Empire payment and subscription workflows. Connecting it does not transfer another processor’s subscriptions or saved payment credentials. Plaid links bank accounts for supported bank workflows; linking is not a historical accounting import.
- QuickBooks can stage customer, invoice, and payment records. Staged records are not a completed operational import; full historical coverage and duplicate handling still need review. Zoho Books supports invoice/payment reconciliation, not a general historical billing migration; taxed invoices require the provider’s tax setup.
- Gmail supports email and attachment intake. It is not a full historical mailbox migration. Google Calendar can sync scheduled work; do not assume complete two-way editing or availability coverage. Compare the appointment time and timezone in both systems.
- HubSpot supports staged CRM synchronization. Review records before treating them as a complete migration. Twilio requires number routing and delivery checks in addition to connecting the account.
Keep the original system available until you have verified the records and workflows you depend on. A Connected badge is not a migration-complete certificate.
Review connection status Company admin
Understand forwarding, carrier porting, and a safe cutover.
- Open Settings → Phone numbers. Check portability before submitting a transfer. Have the authorized account holder prepare the carrier account information and requested proof of ownership; enter sensitive details only in the designated transfer form.
- Keep your existing carrier service active. A port requires carrier approval and is not instant. If you need temporary forwarding, arrange and verify it with your current carrier; saving a forwarding destination in Empire does not configure the carrier.
- Submit once, keep the request reference, and use the status refresh action. If submission times out or the status is unclear, ask your account contact to check the existing request before submitting again.
- When the carrier reports completion, arrange a routing review. Completion alone does not attach the number to the workspace, configure outbound caller identity, or complete messaging registration.
- Before retiring the old service, verify inbound calls, outbound caller identity, voicemail or fallback routing, and inbound/outbound texts where supported. Confirm the results with the person responsible for the company’s phone system.
Forwarding and porting are different. Voice forwarding does not establish SMS delivery. Do not cancel the old carrier until the transfer and required delivery checks are confirmed.
Open phone numbers Company admin · Office staff
Connect, review, reconcile, then decide when to switch.
- Keep a source export and agree on which system remains authoritative during migration. Decide who will review customers, balances, invoices, and payments before changing operational records.
- Use Imports and migration to reach the relevant connection. QuickBooks and CRM staging require further review; connecting a source is not an automatic complete migration.
- For a ServiceTrade JSON export, profile the file, review the run and duplicate decisions, and run a dry run before approving a commit. Only commit the supported mapped records; do not assume all jobs, financial records, or attachment files are copied.
- Compare record counts, source IDs, sample customer details, invoice totals, payment allocations, and outstanding balances with the original. Investigate missing or duplicate records before switching.
- Do not assume saved cards or recurring subscriptions move with customer records. Coordinate processor-assisted migration or customer reauthorization where needed, and prevent overlapping recurring charges before cutover.
Use assisted review for unsupported imports or uncertain results. Keep the source system active until reconciliation and a first real workflow have been checked.
Open imports and migration Office staff
Review intake, schedule work, and track the result.
- Start in Today and review the work available to your role. Confirm the customer and location before acting on a request.
- Review incoming communications before turning them into operational work. Check extracted contact details, attachments, and requested service rather than assuming every intake is correct.
- Use the scheduling and service tools enabled for your workspace. After changes, verify the assigned person, time, and customer record.
- Check quote, invoice, and payment status in the relevant record. If a connected system disagrees, ask your administrator to review synchronization before entering a duplicate.
Visible modules depend on your company’s subscription and your access. Ask an administrator if a required action is missing.
Open office workspace Technician
Schedule, inspections, and timecards.
- Open Schedule and select your assigned work. Confirm the site, appointment time, and service instructions before travelling.
- Open the relevant inspection and record the required findings and evidence. Check that changes are saved before leaving the record.
- Review your timecards and report incorrect assignments or inaccessible records to your office contact.
- If a save fails, keep the record open and note the error. Do not assume work is synchronized just because information is visible on your device.
This guide covers the web portal. Do not assume offline support or identical controls across devices.
Open technician workspace Customer
Find your building records and work with your service company.
- Open your dashboard and check the building or account before reviewing inspections, deficiencies, and contracts.
- Use Request Service for a new service request and provide the location and relevant details. For an emergency, use your established emergency contact procedure; do not rely on a portal request for immediate response.
- Review a quote’s scope and amount before using its approval action. Review an invoice before paying and check the resulting payment status before trying again.
- Use Billing to manage the payment and subscription controls available to you. If a record is missing or incorrect, contact your service company with the record reference, not payment credentials.
Your service company controls which records and actions you can access. Platform subscription settings are for company administrators.
Open customer dashboard Company admin · Office staff · Technician · Customer
Sign-in trouble, missing access, uncertain syncs, and billing errors.
- For sign-in trouble, use the most recent sign-in link and the correct work email. Check spam and request a fresh link if needed.
- For missing access, ask your workspace administrator to confirm your membership and role. Switching company context can change the records you see.
- For a failed action, record the screen name, time, visible error, and record or request reference. Redact unrelated customer information from screenshots.
- Contact your workspace administrator or the account/support contact your company already uses. Customers should contact their service company. Never send passwords, one-time sign-in links, API tokens, full card details, or carrier account PINs.
- If a payment, import, or phone transfer may have succeeded, check its status before repeating it. Keep existing systems running until the outcome is confirmed.
This help center does not submit support tickets or monitor emergencies.
Open sign-in