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How do I raise a flare?
For everyone · Updated October 26, 2026
Use this when something goes wrong on a project that the office needs to track until it is resolved.
What a flare is
A flare records one problem on one project. There are two kinds: Damaged or lost item, and Customer complaint. Each flare gets its own code, so everyone can refer to the same one.
On the phone
- Open the customer and make sure the right project is selected.
- In the Flares section, tap + Raise a flare.
- Pick What kind of flare? and, if you like, Narrow it down, for example Damaged in transit, Lost / missing, or Billing dispute.
- Pick How serious is it?: Low, Medium, High, or Critical.
- Fill in What happened? in one line, plus More detail and What did you do about it? if useful.
- Set When did it happen? and add photos.
- Tap Raise flare.
On the web
Open Customers › Flares, or the Flares tab on the project, and select Raise a Flare.
After it is raised
A flare moves through Open, Investigating, Offer made, Resolved, and Closed, and can be Reopened. Anyone who can see it can add comments and photos.
On the web only
Offers and settlements are recorded on the website by people with finance access. A settled amount posts to the project's P&L, and marking it settled resolves the flare.