Questions and troubleshooting

Check these in order:

1. Does the client have a running agreement (status Active) that started on or before the day the work started? A draft agreement counts nothing.
2. Is the task linked to one of that client's projects, tickets or to the customer itself? A task that belongs to nothing, or to a lead, is never counted.
3. If the agreement is limited to selected projects or tickets, is this task in one of them?
4. Is the task billable? Tasks that are not billable are skipped unless you switched on Count non-billable time.
5. Is the staff member on the agreement's list of people whose time is not counted?
6. Are automatic updates running? Press Sync hours now on the dashboard. If the hours then update, the scheduled task is not running, see Automatic updates.

When someone stops a timer, the time is counted at once. Entries added or edited by hand are picked up the next time Perfex's scheduled task runs, normally within a minute or two. You can also press Sync hours now.

Fix it in Perfex, the way you always would: move the task to the right project, or edit or delete the time entry. HourBank notices the change on its next update, gives the hours back to the first client and counts them for the right one. Nothing is deleted from the history. The reversal is a new line you can see.

HourBank re-checks entries from the last 60 days all the time, and entries older than that only when a billing cycle closes. This keeps it fast. You can raise the number of days in Setup, Settings, HourBank, Look-back days for syncing hours.

An agreement that lists the task's project or ticket in its own scope is charged first. Otherwise the running agreement that covers all work, the one that started first. If the chosen agreement has no hours left, its own rule for extra hours applies. HourBank never moves time to another agreement.

Switch on Stop covered time being billed twice in Settings. When all time on a task is covered by a retainer, the task is marked not billable so Perfex does not offer it on an invoice. If someone still invoices covered time, HourBank shows a warning on the invoice and notifies staff.

The multipliers are in the agreement's advanced options and are off by default. They also depend on the working days and hours in Setup, Settings, HourBank, Working hours. Work is judged by the moment it started. An entry that starts at 16:50 on a working day is normal work, even if it ends after 17:00.

Cycles are closed by Perfex's scheduled task. Check the dashboard's health check. If the scheduled task was off, nothing is lost: when it runs again, HourBank closes every missed cycle in order and creates one invoice per cycle, never two.

This is a time zone mismatch between Perfex (Setup, Settings, Localisation) and your server's PHP or database. The dashboard shows a warning when they differ. Ask your host to set PHP to the same time zone as Perfex.

The agreement's Retainer invoices are setting is Drafts for me to check. Change it to Sent to the client if you want the invoice emailed straight away.

Yes. An agreement invoices in the currency of its client, and the price is a plain number in that currency. HourBank does no currency conversion.

Yes. Open the agreement and click Adjust hours. Enter the hours (with a minus sign to remove them) and a reason. The change shows in the hours history and you can undo it there.

Pause stops counting and invoicing for a while, and time logged during the pause is not counted later. Cancel ends the agreement: unused hours expire at once and extra hours used so far are invoiced. Delete only works for drafts, because an agreement that has run has a history you may need.

The client needs at least one agreement that is not a draft, and Show retainers in the client area must be on in Settings. The client must log in with a contact of the customer that owns the agreement.

The pack becomes a normal Perfex invoice. The client pays it with any payment method you have set up in Perfex, such as a card or bank transfer. If you record an offline payment yourself, the hours are added as well. By default the hours are added when the invoice is fully paid. You can change that to add them as soon as the invoice is created.

The unused part of the pack is taken back. Hours the client already used stay used, and the hours history marks it.

No. HourBank is complete without it. AI is off until you switch it on, and nothing is sent anywhere while it is off.

Only if you choose a hosted engine, and only the task names, notes and texts listed on the AI page. The built-in classifier runs on your own server and sends nothing. Client contact details and invoice amounts are never sent.

Your hosting limits uploads. Ask your host to raise upload_max_filesize and post_max_size to at least 8 MB. As an alternative, unzip hourbank-module.zip on your computer and upload the hourbank folder into the modules folder of your Perfex installation with your host's file manager, then activate it in Setup, Modules.

Your role needs the View permission for HourBank. See Permissions. The module also has to be active in Setup, Modules.

Yes. Copy the folder modules/hourbank/language/english to a new folder named after your language, for example spanish, and translate the text on the right of each line. Perfex uses it when that language is chosen. The pages work in right-to-left languages too.