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Fixray

Frequently asked questions

Getting started

What is Fixray?
Fixray is a maintenance tracking platform built for hotels, venues, and event spaces. It replaces WhatsApp groups and spreadsheets with photo-based reporting, recurring maintenance and real-time analytics from any phone, plus SLA tracking on Track and Operate.
Who is Fixray for?
Fixray is designed for operations teams at hotels, event venues, conference centres, serviced apartments and hospitality groups, and group accommodation, retreats, residences and rental properties: anywhere many people spot faults and a few people fix them, including properties where nobody is on site. It works equally well for a single 20-room boutique hotel or a multi-site group with hundreds of rooms.
Does Fixray replace WhatsApp for maintenance?
Yes. Fixray replaces WhatsApp groups, spreadsheets, and paper logs with a structured, trackable system. Staff report issues by taking a photo — the description and category fill in automatically — and managers get a live view of every open job, with SLA tracking on Track and Operate. It's faster to use than WhatsApp and gives you a complete audit trail.
Is Fixray really free?
Yes. The Log plan is free forever — unlimited Reporters, 2 Managers and 2 Fixers per site, unlimited issues, photo-based reporting with 10 AI credits a month for descriptions and categories, basic analytics, one active guest QR poster, and one active scheduled job. No credit card required. Upgrade to Track or Operate when you need SLA tracking, more than one QR poster or scheduled job, or multi-site management.
How long does setup take?
Most teams are live within a working day. You set up your sites with the setup wizard and invite the whole team the same day — each reporter is logging within a minute of tapping their invite, with nothing to install or train. Meridian Grand was reporting issues on day one and had a full week of closed jobs by week two.
Our team doesn't all work in English. Will they manage?
Fixray is in English today. Reporting needs very few words: staff take a photo and pick the room, and Fixray can suggest the description (10 AI suggestions a month on Log, more on Track and Operate). Teams that work in another language often run Fixray through their browser's built-in translation. Tell us which language your team needs at hello@fixray.app.
How do we get our maintenance lead to use it?
Start with them, not the whole team. Show them the list and how a job gets marked done, then invite the people who report. Most leads come round once they get fewer calls chasing them and a clear record of what they've fixed.
Who sets up our rooms and locations?
You do, in a few minutes, and the setup wizard walks you through it: pick a venue template and type your bedroom numbers. Afterwards, an admin can import more sites and locations from a CSV in settings.
How do you track maintenance at a property with nobody on site?
Let guests report faults and run the list from wherever you are. Guests scan a Fixray QR poster and report with a photo or a voice note, no account needed (Log includes one active guest QR poster; Track and Operate include as many as you need). Each report arrives with the location attached and goes straight to your list (on Track and Operate you can switch on review to approve each one first), then you assign it and see the completion photo when it's fixed. An owner can join as a Manager to see the same list (Log includes 2 Managers and 2 Fixers per site). Every Sunday morning, managers and organisation admins get an email of what was reported, fixed and still open that week, on every plan.

Pricing

How much does Fixray cost?
Log is free forever with unlimited Reporters, unlimited issues, 2 Managers and 2 Fixers per site, one active guest QR poster, and one active scheduled job. Track is £59/month (or £47/month billed annually) per site and adds SLA tracking, unlimited QR posters and scheduled jobs, cost tracking, and advanced analytics. Operate is £129/month (or £99/month billed annually) per site and adds multi-site management, white-label branding, cross-site cost reconciliation, and priority support.
Is there a free trial?
There's no time-limited trial — the Log plan is free forever, with unlimited Reporters and unlimited issues. Most teams start on Log, run real maintenance through it for a few weeks — including one guest QR poster and one scheduled job — and upgrade to Track when they want SLA tracking or more than one of each.
Do I pay per user?
No. Fixray is priced per site, not per user — there are no per-seat fees. Reporters are unlimited on every plan, including Log (free). Log includes 2 Managers and 2 Fixers per site; Track and Operate include unlimited Managers and Fixers. Add your whole front-of-house and housekeeping teams without counting seats.
How does Fixray's pricing compare to per-user CMMS tools?
Most maintenance platforms — MaintainX, Limble, and UpKeep among them — are priced per licensed user, so the bill grows with the size of your team. Fixray is priced per site instead. Reporters are unlimited on every plan including the free Log tier; Log includes 2 Managers and 2 Fixers per site, and Track and Operate include unlimited Managers and Fixers. Venues typically have a large reporting population and a small fixing team, which is the shape per-site pricing suits. If your whole team is only a handful of people, price both models against your own headcount before deciding.
What does "per site" actually mean?
A site is one venue — one hotel, one events space, one conference centre. You pay for each site you run on a paid plan; Reporters on every site are unlimited and free (Log includes 2 Managers and 2 Fixers per site). A 40-room boutique hotel is one site. A two-venue group on Operate is two sites. There's no hidden per-room or per-floor charge.
How does multi-site billing work on Operate?
Operate is priced per site. Add or remove sites from your billing settings at any time — proration is handled automatically. Annual billing locks in the per-site rate for 12 months. Groups with five or more sites get tailored pricing — book a call from the pricing page.
What happens when we outgrow the free Log plan?
You upgrade to Track or Operate from your billing settings. Every issue, user, site, and photo carries straight over — no reimport, no fresh login, no migration project. You move up only when you actually need SLA tracking, more than one active QR poster or scheduled job, or multi-site management.

Billing

Can I cancel anytime?
Yes. Paid plans are month-to-month or annual, cancellable at any time from your billing settings. There are no cancellation fees. If you cancel, you keep access until the end of the current billing period and can downgrade to Log (free) without losing your data.
Do you offer multi-site discounts?
Multi-site pricing is included on the Operate plan, which is priced per site. For groups with five or more sites, contact us for tailored pricing.
Annual or monthly — which is right for us?
Monthly is right when you want to try a paid tier without commitment, or while you're still proving Fixray to a sceptical GM. Annual is right once Fixray is the system of record — you save up to 23%, lock in the per-site price, and get one invoice instead of twelve. You can switch from monthly to annual mid-cycle from billing settings.
What happens to my data if I cancel?
You keep access to the end of your billing period. After that, your account downgrades to Log (free) — issues, photos, audit trail, and analytics history all stay accessible. Nothing is deleted automatically. If you want a hard delete, contact your Fixray administrator or email hello@fixray.app and we'll honour it within 30 days under GDPR.

Features

Does Fixray support recurring or planned preventative maintenance?
Yes. Scheduled jobs auto-generate tickets on daily, weekly, monthly or yearly schedules: one active scheduled job on Log, unlimited on Track and above. Each cycle has a compliance dashboard so you can see what's been completed, what's overdue, and what was missed.
Does Fixray write descriptions automatically from a photo?
Yes. AI Auto-Description analyses the photo and drafts a clear, structured description of the issue. It also suggests a category, and the reporter picks the location from your site's list. Reporters can edit before submitting — most don't need to. Each suggestion uses one AI credit; Log includes 10 a month.
Does Fixray work offline?
Yes. Reporters can submit issues with photos while offline; submissions are queued in the device and synced automatically when connectivity returns. The reporting flow is the most-used part of the app, and it works at the back of the building.
Can I import existing maintenance data?
Your site structure, yes — sites, locations and categories each import from a CSV, which is where most of the setup time goes. Assets and historical issues have no CSV importer yet, so those start fresh in Fixray. If you're moving off a CMMS or a spreadsheet and the history matters to you, email hello@fixray.app before you set up and we'll tell you what can realistically be moved.
How is Fixray different from a traditional CMMS?
Traditional CMMS tools (e.g. Maximo, MaintainX) are built for industrial maintenance planners and assume desktop use, structured asset hierarchies, and trained operators. Fixray is built for hospitality operations: photo-first reporting from any team member, fast triage by managers, and a UI that anyone can use without training.
What happens if the same problem gets reported twice?
A manager or fixer can merge the two reports into one from the issue page — preserving the photos, comments, and audit trail from both, so nothing is lost and the team works from a single record.
What happens when a job is waiting on a part?
Put it on hold with a reason, such as parts or a decision from the owner, and an expected date if you have one. It stays on the list, everyone can see why it's waiting, and if your site uses SLA targets (on Track and Operate), the clock pauses until you resume it.
How do you stop maintenance jobs being done but not marked off?
Make marking it done the last step of doing the job. In Fixray the fixer closes the job on their phone with a completion photo, or a reason when there isn't one, and whoever reported it is told it's fixed. A job waiting on a part goes on hold with a reason instead of sitting in progress. Fixray doesn't update your PMS room status today; PMS integrations are on our roadmap.
How does Fixray compare to Snapfix?
Snapfix has grown into an operations platform for hotel groups: maintenance, housekeeping, guest messaging, compliance and assets, bought through a demo. Fixray does one job for independent venues. It catches the faults guests would notice and gets them fixed, and fixers can close a job with a photo of the finished work. Staff report with a free login, and guests report from a QR poster with no account. Every Fixray price is published, and you can start free without a sales call. If you want one platform across a hotel group's departments, Snapfix fits. If you want the venue kept guest-ready, Fixray is built for that.

UK compliance

Does Fixray support SFG20-aligned PPM schedules?
Yes for the cycle-tracking shape — recurring jobs at the daily, weekly, monthly, or annual cadences SFG20 describes, with a timestamp and assignee on every cycle and a completion photo when the fixer adds one. Full SFG20 task-code mapping is on our roadmap; the underlying scheduling and audit shape is in production today.
Can I export a PAT or Legionella audit record from Fixray?
Yes. Set each PAT or Legionella check up as a scheduled job with a custom completion form holding the fields your tester records, such as appliance, pass or fail, and water temperature. Every completed check is saved with who completed it and when. On Track and Operate the records export as an inspector-ready PDF. SFG20-formatted export is in progress.
Is Fixray suitable for UK venue compliance — PPM, PAT, Legionella, fire safety?
Fixray is built for the operational record these regimes require: scheduled jobs, photo evidence, timestamps and, on Track and Operate, a per-asset audit trail. It is not a replacement for a competent person — your responsible person still signs off — but it produces the paper trail an insurer, EHO, or client asks for.

Data & security

Is Fixray GDPR-compliant?
GDPR has no certificate, so here are the facts behind our approach. Your account and maintenance data is stored in AWS's London region (eu-west-2), and the UK holds an EU adequacy decision, so EU customers' personal data is lawfully processed here. Data is encrypted in transit and at rest. Encrypted off-site backups may be stored outside the UK/EU, under a UK-approved transfer safeguard. You can ask for a copy of your data, or ask us to delete it, at any time: we delete it from the live service within 30 days, and backup copies age out within a further 90 days. A standard data processing agreement (DPA) is available on request. Full details are on our security and privacy pages.
Where is my data hosted?
All customer data is hosted in AWS's London data centres (eu-west-2), on infrastructure provided by Supabase, which holds an ISO 27001 certification and a SOC 2 Type 2 report. Those belong to our infrastructure provider, not to Fixray. The UK holds an EU adequacy decision, so UK and EU hospitality customers' data sits within the UK–EU data-protection framework by default. Full details are on our security page.

Platform & access

Does Fixray work on mobile?
Yes. Fixray is mobile-first and works in any modern smartphone browser. On Android, install it from Google Play. On iPhone, add it to the home screen from the browser for a native-app feel, with no App Store download.
Can I have different roles for managers and fixers?
Yes. Site-level roles (Reporter, Fixer, Manager) and organisation-level admin control who can report, assign, resolve, edit costs, and configure the platform. Invitations are sent by email and can be revoked at any time.
Can I white-label Fixray with my brand?
Yes, on the Operate plan. Upload your logo and set your brand colours, and the app is themed to match for your team.
Can reporters submit issues without an account?
Yes — put a Fixray QR poster on the wall and a guest can report an issue with no account at all. They scan it, add a photo or a voice note, and it arrives with the location already attached. Guest reports go straight to your team's job list, and repeat reports from the same spot fold into one job. On Track and Operate you can switch on review, so a manager or fixer approves each guest report first. Log includes one active poster; Track and Operate include as many as you need. Your own team still gets free logins — Reporters are unlimited on every plan.

Integrations

Does Fixray integrate with Stripe, Xero, or my PMS?
Stripe billing is live today. Xero and PMS integrations — Mews, Opera, Cloudbeds — are on the roadmap, prioritised by paying-customer demand. If an integration would make or break the decision, tell us which system on a demo call; real demand moves it up the queue.

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