Support

Office users sign in on the web with an email address and a password of at least 10 characters. New accounts confirm their email address first. If you forget your password, email us and we will help you get back in.

Field crew sign in on the mobile app with their phone number. Shimly texts a one-time code. After that, you set a PIN that unlocks the app on that phone. Five wrong tries signs you out, and you sign in again with a new code.

Texted codes are only sent to phone numbers that someone at your company has invited, so ask an owner or admin to check that your number is right. There is also a limit on how many codes one number can request in an hour, so wait a little before trying again. For emails, check your spam folder.

Owners are required to turn on two-step sign-in (a code from an authenticator app) once the company sends its first quote, or 7 days after signing up, whichever comes first. It is available to everyone else too, and worth turning on.

Only their own part. Field crew, clients and subcontractors never receive costs, margins or pay rates. Crew see their own schedule and the jobs they work on. Clients and subs do not need an account: they use a private link that you send, which you can turn off at any time.

The field app: clock in and out, photos, daily logs and tasks. Shimly saves your changes on the phone and sends them when you are back in signal. You stay signed in for up to 60 days after you last use the app. Change orders written on the phone need a connection, because prices are never stored on the phone.

Photos wait on the phone until there is signal and then upload in the background. If some are still waiting after you are back in coverage, open the app once and it will pick them up. The sync badge shows how many are waiting.

No. Signing out clears the copy of your data on the phone, including changes and photos that have not been sent yet. Wait until the sync badge shows nothing is waiting.

For notes, tasks and daily logs, the most recent change to each field wins, and the activity log keeps the history. Money and legal records, such as time clock entries, signatures, change orders, payments and sent invoices, are never overwritten. A correction is added as a new entry.

You pay for office users only: owners, admins, project managers, estimators and bookkeepers. Field crew, clients and subcontractors are free and unlimited. Plans and prices are on the pricing page.

New companies get a 14-day trial of the Pro plan with no card needed. We remind the owner 3 days and 1 day before it ends. If you have not subscribed by then, your company moves to the Free plan. Nothing is deleted.

The owner opens Settings → Your plan and data and chooses Cancel plan. A trial moves to Free right away. A paid plan keeps what you paid for until the end of the period, then moves to Free, and you can choose Keep my plan before then to undo it. Nothing is deleted.

The owner sees a banner while Stripe retries the payment, and everything keeps working. If the payment still cannot be collected, the company moves to the Free plan. Nothing is deleted, and paying again restores your plan.

The owner can change plan in Settings → Your plan and data. Shimly shows today’s prorated charge before you confirm. When you invite an office user beyond what your plan includes, Shimly asks you to confirm the extra charge first. Card, billing address and invoices are handled in Stripe’s billing portal, which you can open from your plan page.

Set up your own Stripe account in Settings → Payments. Clients can then pay an invoice online by card or by bank (pre-authorized debit). Bank payments take about 5 business days to clear. Interac e-Transfer and cheques are recorded by hand in one tap. Stripe’s fees, refunds and chargebacks are yours, and the money goes to your Stripe account.

Owners and admins open Settings → Your plan and data and choose Prepare export. We email you when it is ready, and you can download the ZIP for 7 days. It holds a spreadsheet (CSV) for every kind of record, a PDF of every quote, change order and invoice that was sent, and every photo and receipt. If your company has more than 10 GB of photos, contact us and we will send it another way.

Yes. Open the job and choose Download this job. You get a ZIP of its quotes, change orders, invoices, costs, logs, photos and receipts.

The owner chooses Close company in Settings → Your plan and data and types the company name to confirm. Everyone else loses access. For 30 days the owner can still sign in, export or reopen the company. After that, the company and all its data are permanently deleted. We email the owner when it is closed, and again 7 days and 1 day before deletion.

Yes. Settings → Import takes clients, your price list, jobs, and old quotes and invoices from CSV files. You see a preview before anything is added. If you use QuickBooks Online or Xero, you can also bring in customers and items from there.

AI daily log: the foreman talks for a minute or so and Shimly turns it into a log with the work done, issues and materials needed, and fills in the weather. Quick estimate and receipts are on the Pro plan: describe a job and Shimly drafts the lines from your own price list, or snap a receipt and Shimly reads it into a bill form. Weekly client updates use AI to write a short summary of the week.

It never sends a quote. Estimates are added to a quote for you to edit and send. Daily logs and receipts come back as drafts, marked “Shimly wrote this. Check it over.”, for your team to review and save. Weekly client updates are drafted for your office on Thursday. You can edit or skip any update, and if nobody does, it is sent on Friday to clients you have sent a project link to.

Voice recordings are turned into text in Canada. The text, receipt images and job descriptions are then sent to our AI provider, and only what is needed for that feature. The details are in section 5 of the privacy policy. You can switch any AI feature off in Settings → Features.

The AI daily log comes with the Starter plan and up, and each plan has a monthly allowance. Past the allowance, typing the log always still works.

QuickBooks Online and Xero, one at a time, on the Starter plan and up. Owners and admins connect them in Settings → Accounting.

Shimly sends your clients, invoices (and voids) and payments (and refunds). If a payment is recorded in QuickBooks or Xero on an invoice Shimly sent, it comes back into Shimly and the invoice shows as paid. In Settings → Accounting you can also bring in customers and price list items.

Open Settings → Accounting. The sync log shows every record and spells out the error in plain words. Shimly retries on its own for a while, and you can press Retry after you fix the cause. A failed sync never blocks Shimly, and it shows as an alert on your dashboard.

Yes, but only one is connected at a time, and switching starts the sync log over, because the old record numbers mean nothing in the new system.