Question 1

How long is the free trial?

Accepted Answer

PitlaneHQ offers a 14-day free trial with full access to all features. No credit card required to sign up. At the end of the trial, choose a plan that suits your workshop.

Question 2

How long does it take to set up?

Accepted Answer

Most workshops are up and running in under 10 minutes. Sign up, add your business details, invite your team, and create your first job. Our getting started guide walks you through every step.

Question 3

Can I import data from another system?

Accepted Answer

Yes. PitlaneHQ supports CSV import for customers, vehicles, stock items, and suppliers. If you are migrating from another workshop management system, contact our team and we can help with the transition.

Question 4

Do I need to install anything?

Accepted Answer

No. PitlaneHQ is fully cloud-based and runs in your web browser. It works on desktops, tablets, and phones. No software to install or update.

Question 5

Can I use PitlaneHQ on my phone or tablet?

Accepted Answer

Yes. PitlaneHQ is fully responsive and works on any device with a web browser. Technicians can log time, view jobs, and update notes from their phone on the workshop floor.

Question 6

What features are included in the base plan?

Accepted Answer

The base plan ($99/mo) includes job management, invoicing, quoting, diary/bookings, stock management, customer and vehicle records, suppliers, purchase orders, and service reminders. Everything you need to run your workshop.

Question 7

How do I add multiple workshop locations?

Accepted Answer

Enable the Multi-Site module ($49/mo) from Settings > Subscription. Each site gets its own address, phone number, auto-numbering prefix, and stock levels. Staff can switch between sites using the site selector.

Question 8

Does PitlaneHQ support online booking?

Accepted Answer

Yes. Customers can book online through your website. Bookings sync directly to your diary and can be converted to jobs with one click. You control available time slots via your workshop hours.

Question 9

Can I send SMS messages to customers?

Accepted Answer

Yes, with the Marketing module. PitlaneHQ integrates with Twilio for two-way SMS and RCS messaging. Send individual messages, bulk campaigns, or set up automated reminders for bookings and service due dates.

Question 10

Does PitlaneHQ integrate with my accounting software?

Accepted Answer

Yes. PitlaneHQ offers full two-way sync with Xero, MYOB, and QuickBooks Online. Invoices, payments, and customer records are automatically synced so your books are always up to date.

Question 11

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express) through Stripe. You can also pay via bank transfer for annual plans. All prices are in AUD.

Question 12

Can I cancel anytime?

Accepted Answer

Yes. There are no lock-in contracts. You can cancel your subscription at any time from Settings > Subscription. Your data remains accessible until the end of your current billing period.

Question 13

How does module pricing work?

Accepted Answer

PitlaneHQ uses modular pricing. Start with the base plan at $99/mo, then add only the modules you need: Analytics ($29/mo), Multi-Site ($49/mo), Marketing ($29/mo), POS ($19/mo), HR & Payroll ($39/mo). Only pay for what you use.

Question 14

Is there a discount for annual billing?

Accepted Answer

Contact our sales team for annual billing options and volume discounts for multi-location workshops. We offer custom pricing for larger operations.

Question 15

What happens to my data if I cancel?

Accepted Answer

Your data is retained for 90 days after cancellation. During this period, you can reactivate your account and pick up where you left off. After 90 days, data is securely deleted in accordance with our privacy policy.

Question 16

Is my data backed up?

Accepted Answer

Yes. Your data is backed up continuously with point-in-time recovery. We use PostgreSQL with automated backups on Fly.io infrastructure. Your data is stored in Australian data centres.

Question 17

Is PitlaneHQ Australian-hosted?

Accepted Answer

Yes. All data is hosted in Sydney, Australia on Fly.io infrastructure. This ensures low latency for Australian workshops and compliance with Australian data sovereignty requirements.

Question 18

How is my data protected?

Accepted Answer

PitlaneHQ uses AES-256-GCM encryption for sensitive credentials, HTTPS everywhere, JWT authentication with refresh token rotation, CSRF protection, webhook signature verification, and role-based access control. We follow industry best practices for SaaS security.

Question 19

Is there multi-tenant isolation?

Accepted Answer

Yes. Each workshop is completely isolated at the application level. Every database query is scoped to your workshop ID. Staff from one workshop cannot access another workshop's data under any circumstances.

Question 20

How do I get help?

Accepted Answer

You can reach our support team via email at hello@pitlanehq.com.au, through the in-app support ticket system, or by calling 1300 PITLANE during business hours. We also have a knowledge base with guides and tutorials.

Question 21

What are your support hours?

Accepted Answer

Our support team is available Monday to Friday, 8am to 5pm AEST. Email support is monitored throughout the day and we aim to respond within 4 hours during business hours.

Question 22

Do you offer onboarding assistance?

Accepted Answer

Yes. All new workshops receive a complimentary onboarding session where we walk you through setup, data import, and best practices. For larger workshops, we offer dedicated onboarding packages with hands-on migration support.

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