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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, SLA tracking, recurring maintenance, and real-time analytics — accessible from any phone.
Who is Fixray for?
Fixray is designed for operations teams at hotels, event venues, conference centres, serviced apartments, and hospitality groups. It works equally well for a single 20-room boutique hotel or a multi-site group with hundreds of rooms.
How long does setup take?
Most teams are live within a working day. Give us your sites and your fixer list, and we'll have the whole team invited 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.

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 recurring maintenance schedule. Track is £59/month (or £47/month billed annually) per site and adds SLA tracking, unlimited QR posters and maintenance schedules, 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 recurring maintenance schedule — 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 maintenance schedule, 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 21%, 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. The recurring maintenance engine (one active schedule on Log, unlimited on Track and above) auto-generates tickets on daily, weekly, monthly, or custom schedules. 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.
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.
How does Fixray compare to Snapfix?
Snapfix is the closest tool — same photo-first idea. Fixray is tighter on replacing a WhatsApp group at a UK venue: account-free reporting by default, published per-site pricing you can read without a sales call, and recurring maintenance without jumping a tier. If you're a large chain bolting onto an existing CAFM, Snapfix fits well; if you're ripping out WhatsApp, Fixray is built for that job.

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 completion photo, timestamp, and assignee on every cycle. Full SFG20 task-code mapping is on our Q3 roadmap; the underlying scheduling and audit shape is in production today.
Can I export a PAT or Legionella audit record from Fixray?
Yes. Every asset carries its own per-appliance history — tester, date, photo, and pass/fail status — and every Legionella check (temperature, flush, tank inspection) logs the same. You can export the full per-asset trail as the audit record PAT and the L8 ACoP expect a duty holder to keep. 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 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?
Yes. Fixray is built in the UK and stores customer data in AWS's London region. The UK holds an EU adequacy decision, so EU customers' personal data is lawfully processed here. We process the minimum personal data necessary, support data export and deletion requests, and operate under a standard DPA available on request.
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. It's a Progressive Web App (PWA) that works on any modern smartphone browser — iPhone or Android — and can be installed to the home screen for a native-app feel. There's 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, set your brand colours, and the entire app — including invitation emails and weekly digests — is themed to match.
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 land in a review queue, so a manager or fixer approves one before it reaches the job list, and repeat reports from the same spot fold into one job. 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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