Everlance Customer Service — Professional Guide

Overview of Everlance Support Channels and Availability

Everlance’s primary customer support and documentation live on the company website and Help Center. Start at https://everlance.com and the dedicated knowledge base at https://help.everlance.com/hc/en-us for articles, step‑by‑step guides, and the contact form. These pages are designed to solve the 80% of common issues (trip corrections, export formats, account changes) without direct agent involvement.

Direct, human support is typically delivered through the Help Center ticket form and the in‑app messaging tool available in iOS/Android. Most users report first responses within a 24–72 hour window for Help Center tickets; in‑app messages often get priority for active subscribers. Everlance’s workflow favors asynchronous communication (tickets and email threads) rather than phone support, so prepare to attach screenshots, CSV exports or device diagnostics when opening a ticket to speed resolution.

Common Issues and Exact Resolution Steps

Trip auto‑detection, GPS drift, and duplicate trips are the three most frequent support topics. For auto‑detection failures: confirm app background location permission is set to “Always” (iOS: Settings → Everlance → Location → Always; Android: Settings → Apps → Everlance → Permissions → Location → Allow all the time). Clear power‑saving exceptions on Android (Settings → Battery → Battery optimization → exclude Everlance) and ensure “Low Power Mode” is off on iOS when tracking.

For GPS drift or incorrect distances, request the app export a trip as a GPX or CSV file and examine the latitude/longitude columns. If distance appears inflated by >10%, have support review the raw GPX. When duplicates occur after importing bank transactions or reconciling trips, use the “Merge” or “Delete” tools in the trip list; if you exported the month as CSV, compare the trip start timestamps to identify duplicates before bulk deletion.

Priority troubleshooting checklist

• Confirm app version: Everlance → Settings → About → Version (update via App Store/Google Play if >1 version behind).
• Check device OS: iOS 14+/Android 10+ recommended for stable background tracking.
• Reproduce the issue with logging on: Settings → Help → Send Debug Logs (attach when opening a ticket).
• Export a representative CSV (Trips → Export → CSV) and include 3–10 sample rows in your support message.
• If issue is billing-related, screenshot the purchase receipt from your App Store/Google Play or payment gateway to speed refunds/plan changes.

Data Export, Integrations and Tax Reporting

Everlance supports exporting trips and expense reports in CSV and PDF formats suitable for QuickBooks Online, TurboTax and manual accounting workflows. Typical CSV exports include columns: date, start_time, end_time, start_address, end_address, distance_miles, duration_minutes, category, memo, and reimbursement_amount. These exports are ready for import into accounting tools that accept CSV or can be mapped to QBO by your accountant.

For year‑end tax reporting, generate an annual mileage summary (Trips → Reports → Annual Summary) and attach receipts for deductible expenses. Accountants commonly request the full CSV plus a PDF summary; expect a clean export with 10–20 columns. If you manage a team, use the Team dashboard (available on Plus/Business tiers) to produce consolidated exports per user and filter by date range or client project codes for accurate 1099 contractor reports.

Billing, Refunds, and Account Changes

Everlance typically offers tiered options: Free (basic tracking), Pro (auto‑detect, priority exports), and Team/Business plans for multi‑user management. Prices change periodically and are displayed during checkout; check your in‑app purchase receipt or the Billing section of your account for exact amounts and billing cycle (monthly vs annual). If you purchased via App Store/Google Play, refunds must usually go through that store; for web purchases, contact support with your transaction ID to request a refund.

Refund timelines depend on your payment processor and card issuer: expect 3–10 business days for card credits after Everlance processes a refund. For subscription cancellations, disable auto‑renew in the app or via the store where you subscribed; cancellation prevents future billing but does not necessarily prorate past charges unless explicitly approved by support. Always save the payment receipt and copy the transaction ID when contacting support to accelerate billing investigations.

Escalation Path, SLAs, and Best Practices

If a standard ticket does not resolve the issue within the expected timeframe, escalate by replying to the original ticket and including the words “Priority Escalation” plus a clear statement of business impact (for example: inability to export client invoices for a deadline). Provide sample data (CSV export), device screenshots, and the exact app version. This helps triage engineers reproduce the problem and reduces turnaround times.

Proactive best practices reduce support friction: run weekly exports to ensure data consistency, keep app and OS updated, and use the Help Center search for error codes before opening a ticket. For teams, designate one billing/admin contact and centralize receipts — this cuts billing tickets by an estimated 40% and keeps 1099/expense workflows audit‑ready.

Useful links and resources

• Official website: https://everlance.com — subscription and product pages.
• Help Center / support portal: https://help.everlance.com/hc/en-us — knowledge base, ticket form, and how‑to articles.
• In‑app support: open Everlance → Settings → Help to submit tickets and attach logs/screenshots.