Frequently asked questions

Run down this list — it covers almost every case:

1. Check the ticket's state and plan. Paid automatic sync covers New Mexico and Texas. During the 30-day trial, you can request portal updates with Sync in all five supported states. Background checks are configured for Michigan, New Mexico, and Texas; use Sync for Alabama and Tennessee and review the result. Existing tickets from outside supported coverage remain available as history.
2. Check the ticket number. A typo means the 811 system has no matching record — the ticket shows Not found. Correct the number and sync again.
3. Check your trial or subscription. When a trial ends without a paid plan, automatic sync pauses. Paid sync coverage is shown below.
4. Review the sync result. A Sync request depends on portal availability and your settings. Check the saved timestamp and any warning.

Still stuck? Email support@pro811tracker.com with the ticket number and state.

During the 30-day trial, you can request portal updates with Sync in all five supported states. Background checks are configured for Michigan, New Mexico, and Texas; use Sync for Alabama and Tennessee and review the result. After the trial, paid plans offer automatic sync in New Mexico and Texas. Michigan, Alabama and Tennessee support manual tracking only on paid plans. Both plans allow manual ticket tracking in all five supported states. Background checks follow your sync settings and portal availability. Review the last successful check before relying on a response.

No. A freshly created 811 ticket often has no responses posted yet. PRO811Tracker lists each utility as "No Response" and keeps the ticket Pending until responses come in.

The state 811 system had no record of that ticket number. Usually the number has a typo or the ticket is filed under a different state. Edit the ticket and sync again.

No. PRO811Tracker is an independent tracking tool — it is not affiliated with any state 811 system. You create, renew, and respond to tickets through your official state 811 center; PRO811Tracker keeps them organized and up to date afterward.

• Michigan (MISS DIG 811): 13 digits — for example 2026061801498 — with an optional revision suffix like -000.
• New Mexico (observed ticket pattern): based on confirmed public-portal samples, two digits, NV, then six digits. Illustrative example: 00NV000000.
• Alabama: 9 digits. Tennessee and Texas: 10 digits.

No. Tickets stand on their own. The project field is optional — type any name, or create projects on the Projects page and link tickets to them when you want tickets grouped by job.

Yes, on desktop: import a CSV file, or paste rows straight from a spreadsheet. Both are in the ticket list's overflow menu (⋯).

In short: New (just added), Pending (waiting on utility responses — don't dig), Clear (all utilities responded clear), Clear w/ exception (clear with conditions — read the responses), Expired, Not found, and Canceled. Full definitions: What the statuses mean.

Supported states: Michigan (MISS DIG 811), New Mexico (New Mexico 811), Alabama (AL811), Tennessee (Tennessee 811), and Texas (Texas811). Manual ticket tracking works in the 5 supported states.

New ticket tracking is supported in Michigan, New Mexico, Alabama, Tennessee, and Texas. After the trial, paid plans offer automatic sync in New Mexico and Texas. Michigan, Alabama and Tennessee support manual tracking only on paid plans. Both plans allow manual ticket tracking in all five supported states.Existing tickets from other states remain available as history.

Auto-sync pauses; everything else keeps working. You can still sign in, add and edit tickets, and use the map. After the trial, paid plans offer automatic sync in New Mexico and Texas. Michigan, Alabama and Tennessee support manual tracking only on paid plans. Both plans allow manual ticket tracking in all five supported states.

No. The 30-day trial requires only your name, email, and company name. A card is needed only when you upgrade to the paid plan ($99/month flat).

An admin cancels from Company Settings → Billing → Manage billing. When a canceled subscription ends, app access is paused until you resubscribe; your data is retained. If PRO811Tracker isn't right for you, your first monthly charge is covered by a 30-day money-back guarantee — email support@pro811tracker.com within 30 days of that charge for a full refund. After the first charge, billing periods you've started aren't prorated, but if something went wrong on our side, write in and we'll make it right.

Check your spam folder first. If it isn't there — or the activation link expired (links are valid for 7 days) — submit the signup form again with the same email address and a fresh link is sent.

Invite them during setup, or later from the Users page (admins). Every plan, including the trial, has unlimited team members. Roles and permissions are covered in Your team & roles.

Only people you've invited to your company account. Within your team, admins control per-role permissions for viewing, editing, and syncing tickets.

Yes. PRO811Tracker runs in the phone browser with a layout built for the field — ticket list, map, filters, and ticket creation via the + button. There is nothing to download from an app store: open your account in the phone browser and choose Add to Home Screen (Share menu on iPhone, browser menu on Android) to install it like an app. An internet connection is required.

The company's default state is set during signup and isn't editable in the app yet. Individual tickets must use a supported state. To change the company default, email support@pro811tracker.com.