FAQ
Frequently asked questions.
Does Springtrack collect payments from my clients?
On Pro and above, yes: connect your own Stripe account and clients can pay invoices by card from the link you send them. The money goes straight to your Stripe account — Springtrack never holds it. See Getting paid online. Payments made any other way — bank transfer, cheque — you record yourself.
Can I use Springtrack solo, without a team?
Yes — a solo user is simply an organisation of one, with the same features as any organisation (subject to your plan).
What happens to my data if I close my account?
Financial records are retained for a period (to meet standard record-keeping requirements) even after you close your account; you can request export before closing, and a separate erasure request can redact personal data while keeping the financial minimum required by law. This isn't legal advice — check with an accountant if you have specific obligations.
Can a Member see cost rates or profit margins?
No — cost rates and profit/margin figures are visible only to Owner, Admin, and Billing roles.
Why can't I bill the same tracked time twice?
Springtrack reserves time entries the moment they're added to a draft invoice, so they can't be picked up again by another invoice — this is enforced, not just a UI convention. See Importing tracked time.
Looking for how the Dashboard's tiles are calculated (including "Projected FY revenue")? See Dashboard: tiles and how they're calculated.
What's the difference between an expense and a bill?
An expense is a project cost you plan to rebill to a client — it appears on an invoice. A bill is money you owe a vendor or supplier, tracked through to paid, with no client involved at all. The two can coexist: paying a contractor might be both a bill (what you owe them) and, separately, a billable expense (what you charge the client) — Springtrack doesn't link the two automatically.
Can a Member see bills or vendor amounts?
No — like cost rates and expenses, bills and vendor amounts are visible only to Owner, Admin, and Billing roles.
Does connecting Xero bring in my timesheets or bills too?
No. The Xero connector covers Xero's core accounting data — clients, client contacts, invoices, and estimates — not time tracking (that's a separate paid Xero add-on, Xero Projects, not yet supported) and not bills (only sales invoices come across). See Importing your data for the full list of what each import method covers.
I lost access to my authenticator app, what do I do?
If you'd already verified a backup phone, use "Can't access your authenticator app?" at the sign-in code prompt to text yourself a backup code. Otherwise, ask an Owner or Admin to reset your two-factor authentication from Team. If you're a solo organisation, there's no second person who can do that reset for you — this is exactly why setting up a backup phone number matters. See Two-factor authentication.
Still stuck?
If you're signed in, use the in-app assistant (bottom corner of any page), or submit a support ticket from Help in the app — our team will follow up by email. See Getting help for what happens after you submit one, and how the feature requests board works.