Frequently Asked Questions

Most contractors are fully set up and using the platform within an hour. The onboarding wizard walks you through your company info, services, and team. Your website goes live as soon as you complete setup.

Yes. We support CSV import for customers and leads. If you're coming from another system and need help migrating data, contact our support team and we'll assist you.

Yes. HomeServiceStory has iOS and Android apps for technicians. They can view their schedules, update job statuses, log time, and track their location — all from the field.

We offer three plans: Starter ($49/mo), Professional ($99/mo), and Business ($179/mo). All plans include access to every feature — the difference is the level of support and usage limits. See our Pricing page for a full comparison.

Yes. You can upgrade or downgrade your plan at any time from your Admin Billing page. Upgrades take effect immediately; downgrades take effect at the end of your current billing period.

When your 15-day trial expires, you'll be redirected to the billing page to choose a plan. Your data is never deleted — you simply choose a subscription to continue. You won't be charged automatically at trial end.

Yes. Cancel any time from your billing settings. When you cancel, your account stays active until the end of your current billing period. No cancellation fees.

Yes. Every HomeServiceStory account includes a fully hosted contractor website. You can use the free subdomain we provide or connect your own custom domain. Your website automatically reflects the services, photos, and information in your account.

Call tracking lets you assign different phone numbers to each of your marketing channels (Google Ads, yard signs, direct mail, etc.). When someone calls a tracking number, the system logs the call, records it, and auto-creates a lead attributed to that marketing source. Missed calls automatically trigger an SMS follow-up to the caller.

Your customers can pay invoices online via Stripe, Square, PayPal, or Authorize.net — whichever you're already using. You configure your processor credentials once in your payment settings and we handle the rest.

Yes. Your HomeServiceStory website includes an online booking form that feeds directly into your lead pipeline. You can also share a direct booking link with customers. No phone tag required.

The Customer Portal gives your clients their own branded login page. They can view job history, pay outstanding invoices, track a technician's ETA on the day of their appointment, manage their equipment, and sign up for recurring service plans.

HSS offers two optional add-ons: a Managed Call Center where our trained agents answer your inbound calls and book jobs on your behalf, and a Managed Dispatch service where our team handles your daily scheduling and technician routing. Learn more on our Managed Services page.

The Managed Call Center add-on is $2,000/month and the Managed Dispatch add-on is $1,000/month. Both are billed as additional Stripe subscription items alongside your base plan and can be enabled or disabled from your Billing page.

Yes. All data is encrypted in transit (HTTPS/TLS) and at rest. Payment credentials are encrypted using ASP.NET Data Protection before storage. We never store raw card data — payments are handled by your chosen payment processor. Customer portal credentials are fully isolated per company.

Absolutely. HomeServiceStory is a multi-tenant platform. Every company's data — customers, jobs, invoices, employees — is completely isolated and only accessible to that company's authorized users.

Your data is retained for 90 days after account cancellation in case you decide to reactivate. After 90 days, it is permanently deleted. You can export your customer and job data at any time before cancelling.