Support
We're here to help.
FieldLoom is built and supported by a small team in Texas. Email us and a real person answers within one business day, usually faster during the work week.
Email support
Best for anything about your account, a bug, a report that looks wrong, or billing. Include your company name and the job if it's about one.
hello@fieldloom.ioFrom inside the app
Settings › Support › Email Support opens a message with your app version, build and device already filled in, so we can skip the back-and-forth.
Help & Guide
Step-by-step walkthroughs of every screen: jobs, checklists, findings, photos, PDF reports, estimates, invoices, agreements and messaging.
Open the guideAccount & sign-in
FieldLoom signs you in with your email and password or with Sign in with Apple. Your company, jobs and reports follow your account to any device.
I forgot my password
On the sign-in screen tap Forgot password? and enter the email you signed up with. The reset link arrives within a minute; check Spam if it doesn't. If you signed up with Sign in with Apple there is no FieldLoom password — use the Apple button instead.
I signed in on a new phone and my jobs aren't there
Make sure you signed in with the same email as before. A different email creates a new, empty company. On first sign-in the app pulls your full history once; on a large account this can take a minute on cellular. Pull down on the Jobs list to refresh.
If you see "Couldn't connect your account", the app will retry on its own. If it persists, sign out and back in with Wi-Fi on.
I signed in with a different account and still see the old one's details
Sign out from Settings › Account, force-quit the app, open it again and sign in. Version 1.5 fixes a case where the previous account's plan status lingered until the new account finished loading.
How do I delete my account and data?
Settings › Account › Delete Account. This removes your sign-in, company profile, jobs, customers, photos and reports from our servers. PDFs you already sent to customers are theirs and are not affected. If you can't sign in to do this, email us from the address on the account and we'll do it for you.
Subscription & billing
FieldLoom is sold as a monthly subscription through the App Store. Apple handles the charge, the receipt and the refund.
How do I change or cancel my subscription?
Subscriptions are managed by Apple, not inside FieldLoom. Open the iPhone Settings app › your name › Subscriptions › FieldLoom, or in the app go to Settings › Subscription › Manage Subscription. Cancelling stops the next renewal; you keep access until the current period ends.
I paid but the app still says read-only
In the app open Settings › Subscription and tap Restore Purchases. Make sure the device is signed in to the same Apple ID that made the purchase. If it still doesn't unlock within a minute, email us with the Apple receipt and we'll sort it out the same day.
How does the free month work?
The free month is an App Store introductory offer on the Solo plan, available once per Apple ID. You'll see Start 1 month free on the plans screen if you're eligible. Nothing is charged until the month ends, and you can cancel any time before then from your Apple subscriptions.
Can I get a refund?
Refunds for App Store purchases are handled by Apple. Visit reportaproblem.apple.com, sign in, and choose the FieldLoom charge. Apple usually decides within 48 hours. If you have trouble, email us and we'll help you through it.
I'm a Founding Pro — what does my seat include?
Founding Pros get the Solo plan free for six months from the day the seat is redeemed, then a locked members-only monthly rate for as long as they stay subscribed. The six months come in two parts: a short check-in around month three unlocks months four to six. The app shows your check-in date in Settings › Account, and reminds you two weeks before.
Automated customer texts and emails aren't included on a Founding seat — they open in your phone's Messages or Mail app for you to send. Missed-call text-back is included.
I have a Founding Pro code. Where do I enter it?
During setup on the plans screen, later in Settings › Subscription, or in Settings › Account under Have a Founding Pro code?. Codes are eight letters and numbers and never contain 0, O, 1 or I. If you applied with the same email you signed up with, the seat is usually applied automatically and no code is needed.
Jobs, reports & sync
Everything you enter is saved on the device first and synced to your account when you're online, so the app works in a basement or an attic with no signal.
A reading or calculation looks wrong
Superheat, subcooling and ΔT are computed from the readings you entered and the refrigerant on the equipment card. Check the refrigerant type and the metering device (TXV or piston) first — they change the targets. Every PDF includes a How the Numbers Were Calculated appendix showing the inputs and formula used.
The PDF won't generate or is missing photos
Reports are built on the phone, so they work offline. If generation stops, free up a little storage and try again. Photos taken in Airplane Mode appear in the report as soon as they're saved locally; they upload to your account later. If a photo is missing from the PDF, open the job's Photos tab and confirm it's attached to the job or finding.
My customer says the report link doesn't open
Report links are tied to a Report ID and verify that the PDF hasn't been altered. Ask the customer to open the link in Safari or Chrome rather than inside a messaging app's preview. If the report was regenerated after sending, send the newest link from the job's Send step.
Changes on my iPad aren't showing on my iPhone
Sync runs whenever the app is open and online. Pull down on the Jobs list to refresh. For a single job, open it and choose Force Pull from Cloud from the job menu; this never deletes unsynced work on the device.
Does FieldLoom work in Spanish?
Yes. Change the app language in Settings › App › Language. Reports, estimates and customer messages follow the customer's language set on their profile, and a bilingual report option prints both.
Texting & your business number
Automated texts (on-my-way, reminders, review requests) go out from a business texting number FieldLoom sets up for you. Trial and paid accounts get one on their first automated text.
Why does my customer see a different number than my cell?
Automated texts come from your FieldLoom business number so replies land in your in-app Inbox and your cell stays private. Your cell number is included in the message when it matters, such as the missed-call text-back.
How do I set up missed-call text-back?
Settings › Missed Calls. Turn it on, then follow the carrier guide to forward unanswered calls from your cell to your business number. Callers hear a short greeting and get a text with your booking link; replies show up in your Inbox as leads you can save as customers.
What happens to my number if I cancel?
Numbers are released a few weeks after a subscription or trial lapses. If you resubscribe later you'll receive a new number; the old one can't be recovered. Download anything you need from the Inbox before cancelling.
Legal & privacy
Short version: your data is yours, we don't sell it, and we don't run ad tracking.
Where is my data stored, and who can see it?
Jobs, customers, photos and reports are stored in your own company space on Google Cloud (Firebase) in the United States, encrypted in transit and at rest. Only you — and team members you invite — can see it. Customers only see the report, estimate or invoice you send them. Details are in the Privacy Policy.
Terms of service
The Terms cover subscriptions, acceptable use, the Founding Pros program and messaging compliance. By using the app you agree to them.
Still stuck? Email hello@fieldloom.io with a screenshot and we'll take it from there.