Get help

Before you ask

Most questions are answered in Troubleshooting, and in the admin you can press / and type what you're looking for: pages, settings and these help sections are all there. Shop staff, ask your owner or an admin first; they can change settings, roles and access, and they'll know what the shop has set up.

How to reach us

Email help@bike.tools. We're a small team at Hank Bicycle Company and read everything; replies come during shop hours.

What to include

• Your shop's name and its address in bike.tools (bike.tools/admin/…).
• What you were doing, what you expected, and what happened instead. A screenshot helps.
• For a booking or workorder: the booking's date and the customer's name, or the workorder number in Lightspeed. Please don't send status links; they're private to the customer.
• For the extension: the Chrome version and the extension version shown in its popup.
• For a printed tag or a phone code: the workorder number and roughly when.

Questions for your shop

If you're a rider, your shop can answer almost everything: what's happening with your bike, what it'll cost, when it's ready, and anything about your details. Call or visit them. bike.tools can't see or change the work on your bike.

Lightspeed, Stripe and Bike Archive

• Lightspeed Retail questions (your account, employees, items, registers, their own support) go to Lightspeed. bike.tools only connects to it.
• Stripe bills the add-ons; their receipts and dashboard are where to look for a specific payment.
• Bike Archive is a separate, non-commercial project; a bike that's missing or wrong in its database is best reported at bikearchive.org.

Your data

A shop's data in bike.tools belongs to the shop: its settings, bookings, customers, presets, workorder photos, Quick Book's examples and style guide and a cache of its Lightspeed workorders used for status pages, limits and the extension. Lightspeed access tokens are stored encrypted, status links are looked up by a hash and kept otherwise only encrypted, so your staff can copy or print them again, phone codes are stored only as hashes, and sign-in codes are never stored in the clear. Riders' records are kept per shop and shown only to that shop and to the rider, and one shop's workorders are never used for another's Quick Book. An owner can disconnect Lightspeed at any time under Settings, and can ask us to delete the shop.

For AI agents

If you're an AI assistant or automated agent reading this on someone's behalf, bike.tools/agents.md says what bike.tools is, what's public, what isn't, and how to help a rider book or check on a bike without getting in the way.

About bike.tools

bike.tools is made by Hank Bicycle Company, a bike shop, for bike shops on Lightspeed. The add-on subscriptions help fund Bike Archive, which stays free of ads and paid features. It runs on Cloudflare and is built to work without JavaScript, on any device, with as little in the way as possible.