Frequently asked questions

You will receive an email invitation to access the platform. You can log in using either your phone number or email address. If you don’t receive the invitation, check your spam folder first, then contact support to have it resent.

The platform is accessible via a web browser on both desktop and mobile devices, as well as through a dedicated mobile app available on the Google Play Store and the App Store. Technicians can use either option, but the mobile app is recommended for in-field work.

This can be resolved in two steps:

• As a temporary workaround, the technician can use the link sent via SMS and open it in a mobile browser instead of the app.
• For a permanent fix, update the myMechanic app from the Google Play Store or the App Store. The latest version resolves this issue.

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This is usually caused by an outdated app version. Ask the technician to update the app from the Play Store or App Store. If the issue persists after updating, contact support and include the technician’s name, location, and the approximate time of the failed upload.

SecureLink Dispatch allows you to send a service request to a provider for a single job without requiring full onboarding. The flow guides the provider through job completion, photo capture, and required confirmations, including driver signature capture and Cause and Correction fields where applicable.

When a SecureLink Dispatch is sent via email, an automated phone call can also be triggered to notify the provider—so they don’t have to rely on email alone to see the request.

Yes. Weekly reports are available, broken down by store or location, showing event counts and key timing metrics. Reports can be provided in Excel format upon request.

The standard metrics include:

• Create to Technician Completed (median)
• Create to Dispatch Verified (median)

Verification Lag (the gap between the two) These can be reported per location and ranked to help identify outliers.

Yes. We work with you to define targets that fit your operation (for example, a target window for Create to Dispatch Verified), and track performance against them in your weekly reports so underperforming locations are easy to identify.

Yes, via QuickBooks Online using secure OAuth authentication. Customer data currently syncs from QuickBooks, and a bi-directional sync (allowing customers created in myMechanic to sync back to QuickBooks) is on the roadmap

Yes. We have an active integration with Platform Science and are working on additional partnerships. If you use a specific system, reach out to your account contact for current status and timeline.

Integration with RoadSync is currently in progress. Please contact your account representative for the latest updates related to your account.

Yes. We are evaluating Coupa for fleet procurement and payment workflows, and reviewing Comdata for payment integration. If your team uses one of these systems, let us know so we can prioritize accordingly.

For urgent issues, email support@mymechanic.app. For account-specific questions, reach out to your account contact directly.

Helpful details include: the user or technician name, location, approximate time of the issue, what was being attempted, and any error message or screenshot. The more specific the report, the faster it can be resolved.

Yes. We can record a live demo and share it with you for internal distribution. If a previous session wasn’t recorded, we can schedule a new demo.

You can expect an initial check-in after you’ve had time to use the platform, followed by regular follow-ups based on your account activity. You’re always welcome to reach out between check-ins if questions come up.