This doc, is to help provide some fast answers to the questions we get and here most often. Don't see your question here? Have no fear! Just reach out to Technical Support and let us know and we will get you an answer : )
I'm looking for an update on my Work Order?
UpKeep is a software provider specializing in maintenance management solutions. While our platform facilitates the organization and tracking of maintenance tasks, we do not perform maintenance work ourselves. For updates on the status of your work orders or equipment maintenance, please reach out to your company's administrators or maintenance team. They handle the physical maintenance and will provide you with the most accurate and up-to-date information regarding your work orders. If you have any issues accessing the platform or need help with its features, our support team is here to assist!
I Forgot my password how can I get it reset?
If you've forgotten your UpKeep password, you can easily reset it by following these steps:
Visit the UpKeep Login Page: Go to the login page of the UpKeep platform.
Select "Forgot Password": Click on the "Forgot Password?" link located below the password field.
Enter Your Email Address: Input the email address associated with your UpKeep account and submit it.
Check Your Email Inbox: Look for a password reset email from UpKeep. If you don’t see it, check your spam or junk folders.
Follow the Reset Link: Open the email and click on the password reset link provided. You’ll be directed to a page where you can set a new password.
Log In: Return to the UpKeep login page and enter your new password to access your account.
⚠️Passwords must be 10 characters and contain One Uppercase Letter, One Lowercase Letter and One Number
Can I Recover Deleted Items?
Please be aware that deleting items in UpKeep is a permanent action and cannot be reversed. Here’s what you need to know:
Permanent Deletion: Once you delete an item—such as a work order, asset, or request—it is permanently removed from your account and cannot be recovered.
Confirmation Required: You will receive a confirmation prompt before finalizing the deletion. Ensure you review the details carefully before confirming.
Backup Before Deleting: If you want to retain a record of the item, make sure to export or back up any necessary data before proceeding with deletion.
How do I cancel my account?
In order to cancel your account you must send an email to [email protected]. In order to cancel and incur no charge, you need to email us 30 days prior to your next renewal date. Example: Your renewal date is yearly on 06/22/, you need to email to cancel no later than 05/22. Same applies to Monthly Subscriptions
This is listed in our terms and services here: section 10.1 https://www.upkeep.com/terms.
How do I upgrade to another level of plan?
If you would like to Upgrade your account, you will want to reach out to your account rep or CSM and let them know. You can also contact Technical Support and we will pass a message along to your account team.
Why do is see a banner that says
This means currently under your people and teams section, you have more PAID user types, than what you are contracted or paying Upkeep for. Example you signed up to pay for 5 paid users, and right now under people and teams you have 6 paid users.
A Paid User Type is any one of the following:
Admin
Limited Admin
Technician
Limited Technician
To fix this you can either reach out to Technical Support and let us know how many more users you need to pay for and we can adjust the billing OR you can make any of the paid users a free user type (Requester or View only).
How do I get ahold of Technical Support?
Our Support team is here to assist you anytime! If you're wondering, "Can someone contact me, please?" or need help, you have three options:
Call Us: If you need immediate assistance, speak directly with one of our team members by calling 323-880-0280.
In-App Chat: For quick support, open the UpKeep app and select "Contact Us" to chat instantly with our team.
Email Us: If your inquiry isn’t urgent, email us at [email protected], and we’ll get back to you as soon as possible.
No matter which method you choose, we're ready and happy to help!
I am trying to add a user and getting an error that says "user already exists" why?
This is generally happening for one of two reasons:
The user did not wait for you to invite them and made a free account by accident outside of your company. Click Button Below for how to fix this.
An old employer they worked for had Upkeep as well and there for the users email is in that old account. To fix this you can
Have the user contact old employee and have them removed
Ask user for a different email address
Have user log into their old account and change their email to something else
Hope this helps answer some of your questions. If not reach out to Technical Support any time and let us know what your question is : )