General Template Enquiries
Why isn’t my template showing the data I expect or why is it showing incorrect information?
If your template is missing data or displaying the wrong information, the most common cause is that the data either does not exist on the source record, is being pulled from the wrong field, or the template is set up with logic that changes what is displayed.
Common Troubleshooting Steps:
Please be advised that a base level understanding of HTML code is required to conduct most of the steps below. Should you require assistance, please send your example report to [email protected], outlining what data you want to see and where you would expect to see it.
The aim here is to determine whether the problem is caused by:
the template itself,
missing or incorrect data in the record,
or the workflow executed before the document was generated.
Check the following:
Confirm the data exists on the source record
Templates can only display information that is already populated on the related task, quote, asset, property, purchase order, or other source record.
If the field is blank on the record, it will be blank on the generated document.
Check that the template is pulling the correct field
If the wrong information is appearing, the template may be mapped to the wrong variable or data field.
Template variables must be correctly configured to pull the intended data.
Check whether the template is pulling from a different source than expected
Some templates pull data from different places depending on how they were built, such as asset-level data, task-level data, or remark-level data.
This can make the output look incorrect even when the template is working as designed.
Consider any template logic or filtering
Some custom templates only show information when certain conditions are met.
For example, content may only appear if a field has data, a status matches, or a related record is linked correctly.
Compare against a previous working example
If the template used to work correctly, compare the current output with an older version that displayed properly.
This helps identify whether the issue is caused by a change to the template or a change in the underlying data.
Check recent template changes
Review when the template was last updated and by whom.
If recent edits were made, they may have changed how the data is displayed or filtered.
Do template changes apply to documents that were already generated?
No. Template edits only apply to documents generated after the change is saved. Anything already generated — invoices, forms, or other documents — keeps its original layout and won't update automatically. To apply a template change to an existing document, you'll need to regenerate it manually.
Who can edit templates — is this locked to admins?
Template editing is available to all users with the Can change site configuration settings permission, which is available to all users with System Administrator security group
Can I revert to a previous version if an edit breaks something?
For Templates only - All previous changes are stored against the specific template under the "Previous Changes" section. Clicking restore will show you the code currently and previously. Clicking restore from here will actively revert recent changes.
This is not available for Forms or Email Templates.
Can I duplicate an existing template to create a new version?
While you cannot duplicate a document template, you can copy the code of one template, create a new blank template, and paste the code there. You can then make any necessary adjustments.
Is there a staging or test area to preview template changes before they go live?
There's no separate staging environment — edits to a template take effect immediately for newly generated templates once saved. If editing a document template, you can select an example report from the Preview dropdown to see how the current code will look on an existing document in your workspace.
We'd recommend making changes during a low-volume period and checking a regenerated document immediately afterward to confirm the result before it's used more broadly.
What happens to existing documents if a template is deleted?
Document templates cannot be deleted after they have been added/created in the workspace. If you want to deactivate a certain template, please reach out to [email protected]
What image formats and sizes are supported for logo and branding uploads?
Template Images generally accept standard formats such as PNG and JPG. For best results, keep file sizes small and use a high enough resolution that the logo stays sharp when placed in a document header.
What do I need to know before editing my own Templates?
After you click Edit HTML on the Document template in the Control Panel, you land on an editing page made up of the following areas:
Code editor
The large panel on the left is where the template's HTML lives, including logic tags (e.g.
{% if %},{% ifchanged %},{% include %}) that control conditional content and pull in shared snippets. Changes here directly affect the template's layout and behaviour.Template details
Below the editor, four fields describe the template itself:
Name — the display name of the template (e.g. "Service Report").
Key — a unique identifier for the template (e.g. "service_report_2026")
Category — optional free-text string for grouping templates (e.g. "purchaseorders")
Document object — the record type this template is built to render data from (e.g. "defectquote"). This determines which fields and data are available to the template.
Preview panel
On the right, "Preview with [document object] data" lets you select an existing record from the dropdown and render the template against real data, so you can check how a change will actually look before saving.
Action buttons
Back to Templates returns to the template list without saving.
Revert changes discards any unsaved edits in the code editor.
Save Template publishes your changes so they apply to newly generated documents.
Documentation links
Below the editor, five reference panels link out to supporting resources:
Template editing guide (general how-to)
Model field documentation (what data fields are available for this document object)
Template helper documentation (custom template tags/functions available)
Previous changes (edit history for this template)
Reference documents (a space to upload related documents for quick reference)
Timeline
On the far right, a notes/activity panel where you can add internal notes about the template (toggleable to "notes only") and see a log of related activity.
We advise that individuals confident in HTML engage in editing only.
If any changes made require our Professional Services team for rectifying, please prepare to be quoted as this is a chargeable service.
Quoted Change Requests
What is the turnaround time for a change request?
Once the request for the change to the template is submitted to [email protected] with the following information:
The name and the link to the template in the workspace.
Outline of the requirements for the customisation.
A PDF mockup highlighting the requirements.
And the quote is approved, the change request will be completed within 30 days.
Can the request be expedited?
Expedited processing is not currently available. Requests are actioned as efficiently as possible, and many are completed ahead of the 30-day turnaround. However, timelines may vary, and some requests may require the full processing period.
Why is the template already showing on the workspace before a response is received?
This indicates that the request is actively being worked on. Once finalised, an email will be sent to review the changes.
Can changes be added after a quote is approved?
Additional changes communicated after quote approval may require a new quote and may incur further fees.
What happens if a quote isn’t accepted in time?
Quotes expire after 7 days. If not accepted within that period, a new request will need to be submitted.
Why do changes incur fees?
Some template changes may appear simple, but can be technically complex and require advanced knowledge of Django, CSS, and HTML. You can edit the templates yourself or hire an external developer with expertise in these languages. Fees apply when requesting assistance from the Uptick Professional Services due to the specialised work involved.
Can I white-label my reports?
You can exclude the header and footer on a report for a specific client on Uptick. Update the client and select 'White label reports' on the client.
Invoice Templates
My invoice template changes are not appearing — how do I fix this?
If saved changes aren't showing, check the following:
Confirm the correct template is active. Go to Control Panel > Document Templates and verify which template is set for the template in question.
Check for HTML errors. A syntax error can cause the template to fall back to a previous version. Review your recent edits, or contact [email protected] to have the template inspected.
Regenerate the PDF. To do this, open the specific document, click the regenerate PDF icon, then download again — existing templates don't update automatically when a template changes.
What can I customise on my invoice template?
The information on the invoice is pulled from the relevant areas in the workspace:
Company logo, Business name, address, and contact details, VAT, GST, or ABN registration numbers <- Company profile
Property name, address and reference number <- Property details
Payment terms <- Invoicing Settings
However, if you have special requirements for different Branches, or preference for different colour scheme/fonts, feel free to edit the invoice document template via HTML or request changes for a fee from our Professional Services team.
The invoice preview looks different from the downloaded PDF — why?
You've edited the invoice but haven't refreshed it
If you've updated line items or other invoice details, those changes won't automatically appear in the downloaded PDF. Click the refresh button on the invoice to update the template content before downloading.
PDF rendering differences
In some cases, the preview displays correctly but the downloaded PDF appears stretched or cut off. This is a formatting issue with PDF generation and may require a template adjustment. Please contact [email protected] with examples of both the preview and the downloaded version
Can I upload a PDF to use as my invoice template?
No. PDF templates need to be rebuilt within Uptick so they auto-populate with data (invoice number, line items, client details, etc.). Send your PDF to [email protected] for evaluation and a quote to rebuild it.
Can I add an online payment link to my invoices?
Yes, but only for Xero users, and only via the Professional Services team.
Contact [email protected] for a quote to add payment link functionality to your invoice email templates.
Can I have different invoice templates for different clients or properties?
While some conditional logic is possible for document templates, please contact [email protected] to discuss the viability and long-term management of such request.
Email templates
How to set a reply-to email address?
How to set the default name and reply-to email provides instructions for setting reply-to address used across all correspondence.
To specify a different reply-to address for a particular email template, edit the email template and provide a different email address in the Reply-to string field.
How can multiple email templates be used for appointment notifications?
Create a new email template and set the category field to appointments_emails so that the template is selectable when sending notifications for upcoming appointments. Please do not make changes to the default email template for scheduled appointments.
Why are emails going to unexpected recipients?
The most common reason is that contacts haven't been configured correctly — or the right option wasn't selected at send time:
Uptick uses a combination of client-level contacts and property-level contacts to determine recipients for different types of emails. Learn more Who gets emailed invoices, reports and quotes?
Appointment notification emails — When sending appointment notifications from the Scheduler, you are prompted to choose between Send to Clients or Send to Property Contacts. If the wrong option is selected, the email goes to the wrong person.
If Overdue invoice reminders or defect quote reminders are going to the wrong person, it's because one of the contact records is incorrect or outdated.
Can I test or preview an automated email template before it sends?
There's no manual "send test" trigger for automated or scheduled email templates — they only send when the automation condition is met.
Please review the relevant Correspondence tab on Client, Property or Task to view the email after it was sent.