All Collections
FAQ – Frequently Asked Questions
FAQ – Frequently Asked Questions
FAQ – Frequently Asked Questions

Find answers to the most frequently asked questions we get from our customers.

Updated over a week ago

Managing customer data

How do I export my customer data?

With an owner account, you can export your customer data by clicking on "Data export" in the menu. You can check whether you have an owner account in the "Employees" section, in the "Role" column.

How do I delete a customer?

You can only delete a customer if they are not yet linked to completed documents, such as appointments and invoices, or to a project.

If that’s the case, you can completely erase the customer’s history by deleting the customer under "Actions".

How can I add a customer's title or salutation?

A customer's title or salutation can be changed in the dialogue box which opens when editing a customer's details. Simply, select the appropriate title. If you can’t find the title you require in ToolTime, you can easily type it to the "First Name" section before the first name. Then set the title field to "-".

How can I set customers numbers to be assigned sequentially on an ongoing basis?

You have the option of assigning an individual customer number to your new customers. If you want the customer numbers to be automatically issued sequentially on a rolling basis, we can set this up for you. Just send us a message via the chat or send an email to to let us know which number you want to start with and in which format it should be displayed (e.g. C-00001 or 00001).

If you already have a list of customer data, we can import it into ToolTime for you, too.


How can I edit a completed quote?

In order to edit a completed quote, it must have a “Pending” status. You can then edit it under the three dots icon or via "Actions". This will set the quote back into draft mode. You also have the option to delete it.

How to change the status of a quote?

When a quote is completed, it is initially given the status of "Pending". You can change this status at any time with the button ''✔️ Mark accepted'' or ''➖ Mark as rejected''. If an invoice is created from the quote the status will automatically change to invoiced. It is also possible to reset the status later on.

How do I create an order confirmation?

To create an order confirmation, the corresponding quote must be marked as "Accepted". If so, you can create an order confirmation via "Actions". Next, you can download the automatically generated order confirmation, print it or send it directly to your customer via email.

What should I add in the introduction/closing text?

In Settings, you can define and adjust the standard texts used in quotes and invoices. The texts defined here apply to all quotes and invoices regardless of the project or customer. The greeting is automatically pre-filled with the name of your customer. You can make individual adjustments to each quote or invoice, which won’t be applied to other documents.

In Settings, in the section closing text, you can also define your payment terms and choose whether to display a note about GDPR obligations for customer records.

How do I find the calculation for my quote?

Currently, ToolTime doesn’t offer a feature to view your quote calculation separately. However, if you set a quote back into edit mode or create a copy, you can see what edits have been made where, and what the total markup amounts to.


How do I edit a completed invoice?

Since invoices are subject to obligatory storage periods, you cannot edit invoices that have already been marked as complete.

How do I create a compound invoice?

You can either create a compound invoice in which several appointments are invoiced manually by either working with different service groups and assigning each service group to an appointment - or you can invoice several documented appointments within a project using the "Create group invoice" button.

What’s the difference between deposit and interim invoices?

With a deposit invoice, you can invoice a partial amount of an order that is not charging for actual services rendered (otherwise known as: a down payment).

An interim invoice is essentially a normal invoice that is issued for a clearly defined partial service that has already been fully performed.

Example: The bathroom of an apartment is completed as the first part of a project.

Therefore, the items from the relevant deposit invoices are automatically listed on the final invoice; this is not the case with interim invoices.

How do I create a cumulative deposit invoice?

You can create cumulative interim invoices in ToolTime, although, unfortunately, there is no automatic feature for this yet. If you want to create a cumulative deposit invoice, you can use the following example as a guideline:

Example: The total price quoted is £100,000 and should be settled in 4 invoices of £25,000 each, where the last invoice is the final invoice.

1. Create the first interim invoice as usual for £25,000. (Invoice type: interim invoice).

2. With the second interim invoice, you can set the amount at £50,000, deducting the £25,000 from the first invoice. (Invoice type: interim invoice).

3. For the third interim invoice, you set the amount at £75,000 and deduct £25,000 from the first interim invoice and another £25,000 from the second interim invoice. (Invoice type: interim invoice)

4. Create the final invoice as usual. (Invoice type: final invoice).

Why has my deposit/interim invoice not been deducted from the final invoice?

Partial or interim invoices that are part of a project and have not yet been settled via another final invoice are automatically deducted from the next final invoice created as part of the project. You can double-check this by previewing the final invoice. If this is not the case, it may be that the correct invoice type was not selected when the partial/interim invoice was created. You can check this by selecting the relevant partial or interim invoice and changing the project under "Actions". If this is possible, then, unfortunately, your invoice was assigned the wrong invoice type. This can’t be changed in retrospect. You have cancel the invoice and create a new one with the correct invoice type.


Why do I need to create a project?

In ToolTime, a project works like a folder. You can use it to create, store and manage all appointments, quotes, invoices and other documents that belong to a project or job. We recommend creating projects particularly for longer jobs. This ensures that all important documents are neatly stored in one place.

In addition, there are certain features that you can only use within a project. These include:

  • Specifying a different job site, which is then displayed in the appointment, as well as in quotes and invoices.

  • Creating deposit and interim invoices

  • Uploading your own documents and photos

  • Creating one group invoice for multiple appointments.

Where can I find projects in the app?

If you create a project for an order in the web version and then create an appointment within it, you can also find the project folder in the app.

You can view the following project contents in the app:

  • Documents that have been uploaded to the project.

  • All appointments in that project, as well as their documentation.

To do this, simply view appointments in the main project tab.

You cannot view quotes and invoices in the mobile app.

Who can upload documents to a project?

Documents can be uploaded to a project via the desktop web version as well as the mobile app. Everyone can view these in real time.

How do I set the project status?

When you’re working in a project, the project overview shows you the current status of the job order.

Throughout the course of your project, you’ll see the following status types:

  • New project

  • Appointment planned/documented

  • Quote created

  • Invoice created

  • Project completed/cancelled

  • Project revived

How do I assign quotes and invoices to another project?

In the quote and invoice view, you can change the corresponding project by clicking the ''Actions'' menu in the upper right corner. Click on ''Change project'' and the project title will be available to edit. You can now select the right project via the search function.

Appointment documentation

How and where do I mark an appointment as completed?

Once all services rendered have been entered in the appointment, it can be completed. To do so, select the "Complete" option in the appointment's overview. An appointment can only be completed via the mobile app.

How do I edit a documented appointment?

Once an appointment has been completed via the app, it can no longer be edited, as completing the work ticket creates a legally binding document. This is usually also signed by the customer in this format. However, you can assign the appointment and its job ticket to another customer or another project at any time via the web version.

How do I use the ToolTime app offline?

You can create and document appointments with the ToolTime app even without an existing internet connection. You only need a working connection to log in to the app. If you have an unstable internet connection, we recommend using the app in flight mode.

How long are documented appointments visible in the app?

You can view all past appointments in the app by scrolling back to the corresponding date in the appointment list. However, please note that you must be connected to the Internet to do so.

Is the app available in other languages?

Currently, the ToolTime app is available in German, Polish and English. The language displayed depends on your smartphone’s language settings.

Which team member can document an appointment?

Every employee who has been assigned an appointment can also edit it and document it independently. However, it’s best if the team members agree on who should complete the appointment. If employees are using ToolTime’s time tracking function, it’s important that each employee records their own time entries and assigns them to the appointment, as this is the only way for them to be assigned to respective team members.

How do I upload a PDF document in the app?

To upload a PDF to the app, you must first create a project and an appointment via the web version. Next, open the appointment in the app and click on the "Project" tab, and then on "Documents +".

Time Tracking

How can I assign time entries to a project?

If you want to assign time entries to a project, you need an appointment that has been assigned to this project. The relevant time entries can then be assigned to this appointment. This also works if you delete the appointment without completing it.

How do I get a time tracking analysis?

In the web version, you’ll see the tab ''Time tracking''. Here, you can display as many analyses as you want for the time tracked by individual employees or for specific projects. You can also freely determine the time period for each analysis. You can also export these evaluations as Excel or csv files.

How are time entries edited?

In the app’s general menu, you can edit or delete your time entries. You can edit the date, start time, end time and break duration, and add a description (e.g. journey, type of activity or important information for the office). Additionally, you can assign the time entry to an appointment with the same date.

Why should I record time entries as activities?

ToolTime’s time tracking is separate from the appointment documentation. However, you can transfer each time entry that is assigned to an appointment into a service item. This way, the time entry is also visible to the customer in the work slip after an appointment is completed. Of course, you can also record a time entry in an appointment without using the time tracking function.

How do I record working hours for an employee?

Every employee can record and edit their own time entries via the mobile app. It is not possible for other employees to edit these time entries, either via the mobile app or the web version. However, it is possible to create a time entry on behalf of a colleague, to record their time worked in the appointment description.

Other features

Why can't I add new employees?

This function is only available to the user with the owner role. If you still want to add a new employee, contact us via chat or send an email to

How can I book a training with ToolTime?

If you want to book a 1-hour training session with your personal account manager, please contact us via chat or send an email to If you have already booked a training session, we’re happy to help you arrange an appointment with your designated contact.

Can a text message confirmation be sent to multiple customers?

You can send a confirmation text message to multiple numbers. To do so, simply open the appointment and enter the number to which the text message should be sent. Select "Send SMS reminder" via the toolbar and then save the appointment. You can repeat this process as often as you like.

How do I edit the sender name for the confirmation text?

We can set the sender name for your SMS reminder (max. 11 characters without special characters) in our system. Just send us a short message via the chat or an e-mail to

Why do I need the catalogue?

ToolTime’s catalogue gives you a quick overview of all your materials and services. You can view and edit these in one central location. In addition, all items included in your catalogue are also accessible via the mobile app.

What file formats can I upload?

The following file formats are compatible for upload:

doc, .docm, .docx, .dot, .dotx, .csv, .gsheet, .numbers, .ods, .ots, .xlk, .xls ,.xlsm, .xlsx, .xlt, .xltm, .tsv, .epub, .html, .mcw, .odt, .ott, .odm, .gdoc, .pages, .pdf, .rtf, .txt, .wps, .wpt, .xml, .xhtml, .gif, .jpeg, .png, .psb, .raw, .tiff, .jp2, .jps, .svg, .sxd, .vdoc, .vsd, .zip, .gzip, .rar, .eml, .jpg

How do I disable the dashboard for select team members?

Under the tab "Employees", you can edit access rights to the dashboard for individual team members. To do so, click on the three dots at the end of the employee line and click "Edit". Then use the slider to decide whether the employee can see the dashboard or not.

How do I synchronise my ToolTime calendar with other calendars?

This function is called the "Internet calendar", which you can subscribe to via a URL. You can find the corresponding links for each team member in the employee overview.

Your ToolTime contract

Where can I find my contract with ToolTime?

In the case of online agreements, there is no contract in the traditional sense. All the information about your subscription can be found in your quote or in the confirmation email titled "Get started with ToolTime!", which also contains your first invoice. The terms of use, which you will have confirmed by accepting the quote, can be found here.

How long is my ToolTime contract?

At the start of your subscription, you will have selected your desired contract period. We offer one-year or two-year contracts. You can find this information on your invoice. If you do not terminate your contract within the cancellation period, it will automatically be extended to the duration of your contract.

How do I cancel or terminate my contract with ToolTime?

By confirming our terms of use and entering your account information, you have entered into a legally binding contract with us. In a B2B agreement (a contract between two companies) no revocation is possible. We can only confirm your cancellation at the end of the contract period. If you decide to terminate your agreement with ToolTime, please email us with your cancellation request to Your designated account manager will get in touch with you.

Where can I find invoices sent to me by ToolTime?

We email you invoices monthly/annually/biennially, depending on the payment period that you have chosen. In addition, please check your spam folder. If you are missing an invoice, please contact us via chat or with an email to

What’s included on my ToolTime invoice?

The invoice includes the billing period, the licences booked, the contract period selected, and any additional services, such as onboarding packages and importing of customer or material data. If you have any questions about your invoice, feel free to contact us via chat or by sending an email to

Did this answer your question?