Frequently Asked Questions

If you have questions on how to do something in FBO Director try searching our FAQ database.

Frequently Asked Questions


Avfuel provides the rules and they are complex.

Short version -- the three avfuel cards have a BIT in the middle (70/80/90) that describes the card type.

If your location is a contract location then a 80 will run as CF (pro card). otherwise Pro Cards runs as Retail.

If it is a CAA preferred transaction it forces them Retail.

Contract Fuel Credit Cards
Add up your taxes that will apply to the fuel then subtract that from the amount you want to be your "out the door" price. Go to products, locate the fuel and set the selling price to be the amount you just calculated.
Taxes Fuel Pricing
There is most likely a setup problem related to your back office setup of the Air Card with your fuel provider. Contact your fuel provider for assistance.
Contract Fuel Credit Cards
Contact us for assistance - but in short: (1) create a tiered quantity discount for each of the discount amounts you will give; (2) have us create a type of sale "CAA"; (3) map the quantity discount to the CAA type of sale.
Discounts Type of Sale
Yes! We use the fuel ticket that is created to determine the contract fuel delivery date. Second, after approval of the contract fuel transaction the invoice will print with no dollars.
Contract Fuel Credit Cards

Search for the invoice on the Browse Invoices page. When you find the transaction click on the red x beside the transaction. Transactions that can be voided are voided and transactions that must be refunded are handled with refunds, everything is done automatically.

Considering the invoice is from 03/21/21 it has probably already been exported. if so you will need to clear the exported flag before you can refund the transaction. To do this go to [Configuration] -> [Admin Tools]. Just a few tools down the page you will see a label "Clear Export Flag for this Invoice Number". Enter your invoice number in the text box and click the "Clear Export Flag" button.


If you want to refund only a portion of the invoice, you could run a second invoice, with a negative gallon amount to credit back the overcharged portion.

Likewise, you could void the existing transaction, and re run the invoice with the proper gallon amount.


FBO Director is certified with Avfuel, EPIC, and Shell gateways to process your credit cards. This means you swipe, settle and get paid just like you normally do.

Contract fuel cards are also handled automatically by FBO Director. The software can properly keep the pricing information but still display Zero Dollars on the invoice.

Credit Cards
There is an upload tool on the locations configuration page. If you want it to look good however send me a copy and I'll format it before I upload it. Depending on the size and dimensions it may need some adjustment to look good on your invoices.
Logo Setup

Just go to browse tickets on the main menu - change the dates to include the bad date.

Click the red X to void the transaction.

Refunds Credits Charges
Go to Discounts/Ad-Hoc Discounts. Enter the amount as a negative number that you apply to markup catering. For instance, if you markup catering 20%, then enter -20% and mark percentage. When selling Catering just enter the price you are paying and then choose catering markup from the list. The marked up price will automatically calculate.
Discounts Ad-Hoc
There is a manual way to make the necessary change in cases like this. In FBO Director you can use the navigation menu to browse to Configuration -> Admin Tools. There you will see a tool labelled "Clear Export Flag". By clearing the export flag in the database you should be able to void/refund the transaction, and take new payment, if necessary.
Refunds Exports Admin Tools Export Flag
Go to the customer management page and enter the QT card number in the customer type field. When you import you transactions from your QT Pod transactions using those account numbers will be automatically billed to the linked "customer account".
Customer Accounts Billing

FBO Director will automatically look at the ticket and determine if it can be voided or if it has to be processed as a credit return.

All you need to do is find the ticket on the browse tickets page and click the red x.

Refunds Payments

Start by setting up a separate A/R account number for that item (E.g. "1160 - Prepaid gift certificates").

Next go to the receive payments page and apply a credit to that account, ($500: John's plane washing account).

Finally you can setup a new customer code (John's Plane Washing) and use that customer code specifically to track the plane washing. On the customer profile for that account change the default A/R account to be match the account number you setup in the first step.

Customer Accounts

The last number portion is the part that increments as you create invoices and it must be a valid whole number. The prefix will remain the same until you manually change it.

Letters and numbers are acceptable for the prefix. We have some clients with multiple locations who use the prefix for their ICAO so they know at a glance which location created an invoice.

Ticket Numbers

Yes, instead of a generic piece of text that just says attached is your invoice, you can use whatever text you'd like in the outbound email message. There are even fields to dynamically insert text such as the date of the invoice, the ticket number, and the tail number.

So you could write a message that says something like.

Hello /~customer_first_name~/,

Thank you for stopping by /~sender_name~/ on /~ticket_date~/. Attached is a copy of your Invoice /~ticket_number~/.

And the customer will see all of their information in the email. There is a key at the bottom of the page with all of the fields you can add to the email.

You can also add a signature with contact information if you'd like.

To troubleshoot a tax issue:

  1. First check the customer and make sure he is marked taxable.
  2. go to locations, configuration, and check the tax type you are using (note item or account)
  3. go look at the item in the products table. Note the account number
  4. Now go to the tax links table and verify whether the item or the account is associated properly.


Yes. FBO Manager allows you to send all reports as emails. This includes Invoices, Work Orders, Account Statements, and many more.

In fact, a variety of reports can even be automated using FBO Director. Customer Account Statements and Recurring Billing for instance can save you hundreds of hours every year.


Two ways to do this:

1. Go to Customers/Manage Customers and click the "Download" button.


2. Use our CSV export functionality.

Configuration -> Import/Export -> Export CSV

On that page you simply need to select the customer checkbox at the bottom of the page and click the export button. You can download the file from the page without issue.

Exports Lists
Customers/Customer Management. Find the customer you want to tag as active or inactive. Click the pencil icon to eit the customer. Check/Uncheck the active box.

The ticket should be closed by applying a payment to the customers in house account.

Once you have closed the invoice you should be able to go to [Customers] -> [Accounts] -> [Receive Payment] to accept a partial payment. Be sure to only enter the partial amount that you wish to apply to the invoice when taking the payment so the aging balance does not get completely cleared.

The Customers Balance Forward amount is always calculated independently from the aging balance so even when someone makes a mistake and applies the wrong amount to an open ticket, the customers total balance will still be correct, aging just needs to get cleaned up when these thing happen.


Browse to the customer you can select the check box marked Commingle Fuel, then select the Jet-A from the Commingle Fuel Product drop down list to the right. That will tell the software that the customer has separate inventory. You can charge the customer for pumping the fuel an into plane fee by adding an Into plane Mask in the field below to select the product that you bill the customer for when pumping.

As far as the original sale -- (1) take a negative delivery and mark the customer to whom you are selling the fuel (this will move molecules, (2) receive the deliver back through the customer.

Into-Plane Commingle
It will include the commingled inventory, as the inventory on hand is a physical count of gallons. You can see the commingled inventory levels in the Common Inventory report.
Inventory Commingle
If you are using Fuel automation, just enter "sump" for the tail number and the fuel automation system (Veeder Root, TCS, Fuel Meter Cloud) will automatically account for the change in inventory. If you are doing it manually then go to Fuel/Transfers and choose the Sump/Recirc box.
Sump Transfers
If there is no meter, then you could enter 00000 as a start, and 01000 as an end, to get a difference that keeps the volume calculating. Just know that the meter runs there are irrelevant.
Sump Transfers
Enter a fake meter reading. The net amount is what matters.
Sump Transfers
I renamed this ticket to "Weekly meter report". Meter Reconciliation reports are under Reports/Fuel. You can enter any date range and run a meter reconciliation.
Reports Reconciliation

We do NOT import taxes for QT Pod.This is because QT does its own calculations to determine the totals and it would be mathematically impossible for us to import taxes. If QT supplied a breakout of taxes we could do it but they only provide a number. Some states (like Michigan, California, Ohio) have tax on a tax. Meaning the sales tax is applied on top of SOME of the other taxes.

Anyway, we take the total dollars, total quantity, divide the total dollars by total quantity to come up with a unit price and insert that value.

If you only had ONE tax it might be possible to import taxes, but then to link to something like QuickBooks would also become a challenge.

Flight School

When you check-in a normal flight, the price for the instructor comes from the pricing that was setup on the Instructor's setup page.

For an instrument-instructed flight you can choose a new Product Code for the instructor when checking in the flight. If you change the product that is being sold, the instructor's pricing will be over ridden by the pricing that was setup for the new product code that you selected.

Instructors Pricing

Rather than changing your sales account number to avoid this discount being applied for the flight you can instead select the ad-hoc discount named "Price Override".

The price override will allow you to put in the price you wish to charge and skip discounts.

Instructors Pricing

To fix this run the Flight Reconciliation report. It will sort your flights by the hobbs reading. We use the highest hobbs value to determine the current readings.

In this case, I noticed there were a few flights that had their tach readings in the hobbs field and their hobbs readings in the tach field, this was likely changed on the check-in page and someone just put them in the wrong fields.

To change them you can go to [Configuration], [Admin Tools] and browse to the bottom of the page. There is a tool labeled "Edit Invoiced Flight". If you type in the flight number from the reconciliation report, you can edit the flight record and put the hobbs and tach values in the right fields.

Hobbs and Tach

You can setup a discovery flight using the following steps.

  1. Create a product code called Discovery and set the price to what you charge for a Discovery Flight
  2. Create an ad-hoc discount called "Discovery" at 100%
  3. Check in the aircraft changing the aircraft rate and instruction rate to $0, you can do this by applying the ad-hoc discount "Discovery"
  4. Finally, add the Discovery flight product to the invoice when it is checked in.

That will result in the flat fee price the discovery being charged to the customer.

If the sales revenue account was set correctly when the product was created, the flight and instructor accounts should not earn revenue but the Discovery Flight account should.

Theoretically you could go a step further and create a customer called Discovery and set him up to have 100% discounts on instruction and rental but no discount on any other sales accounts.

The easiest way to implement them is to treat it like a tax.

  1. Create a new Tax "Fuel Surcharge"
  2. Apply that tax to the appropriate Sales Account for either Aircraft Rental or Instruction.

Remember, you’ll also want to set the fuel surcharge to apply to your flight revenue nontaxable account so when a dual flight takes place that surcharge can still be allocated to it.

  1. Create a different revenue account for the multi-engine aircraft (a new revenue account like "Aircraft Rental-Multi")
  2. Create your new sales tax (for the fuel surcharge)
  3. Connect that tax to the new revenue account
Create a Product Code "Fuel Surcharge", it will need to have a price greater than zero dollars. Next, go to [Customers] -> [Tail Numbers] -> [Aircraft Types] and confirm you have aircraft makes and models setup (C-162, 172, 182, etc). Once you've confirmed this, go to [Customers] -> [Tail Numbers] -> [Fee Schedules]. There you can map the makes and models for your aircraft to the product (Fuel Surcharge) and enter the desired hourly price. After you set your pricing go to [Customers] -> [Tail Numbers] -> [Manage Tail Numbers] and make sure each of your rental aircraft are mapped to a make and model. Now when that aircraft is added to an invoice there will be a make it will have a make and model prepopulated. Next, click the Add Item button. Add Fuel Surcharge, don't worry about the price on the add item form as the price schedule will override it. Enter the total flight hours as the quantity and when you click add the fuel surcharge will be added to the invoice with the correct pricing.

Customer Accounts

Credit Cards

First, go to [Customers] -> [Payment Card on File]. Next, use the drop down list on the page to select the number of months to see before the cards expire. Finally, click the magnifying glass to search for cards exipiring in that time. The results will be shown on the page.
Credit Cards On File

There must be a fuel ticket associated with the invoice when you process an Aircard transaction.

To troubleshoot the issue, first go to Browse Tickets and find the invoice in question. Next Click the edit button to view the invoices details. The last column in the list of invoice items is labeled Fuel Tix. Make sure this field is not blank as this is the fuel ticket associated with the fueling. The invoice MUST have an associated fuel ticket entry with the correct delivery date and time for proper military billing.


You can create a login if you have administrative access.

To do this go to [Configuration] -> [Security] -> [Users]

You can create their account and choose what security roles they should have access to from there.

Security Login
Email us the images, we'll need to upload them manually. You can send up to five images.
Pole Display Images

Include the word "test" in front of your username. For instance, if your username is "john.smith"

On stage use the user name is "testjohn.smith"

Login Stage Testing

It may be possible your browser has the old version cached since the file name is the same and it's in the same location.

If you are still having trouble you can try to do a full refresh on any page once logged into FBO Director which will force your browser to redownload things like images that don't change often. To do that you can click Ctrl+F5 on your keyboard when logged in or you could clear your browsing history.

Logo Admin Tools
Yes. Any user can change their password by using the link on the login page labeled 'Forgot/Reset my password'.
Security Login

Yes. Only employees who have access to AdHoc Discounts ([Configuration] -> [Discounting] -> [AdHoc Discounts]) will have the ability to apply AdHoc discounts on invoices.

Access to various program functions can be setup under [Configuration] -> [Security]. Roles are user defined lists of permissions which can be applied to your users.

Discounts Security Ad-Hoc Invoices Pricing

Go to [Configuration] -> [Products] -> [Manage Products] and click the "Add Product" button.

Fill in the form and click save.

Since it's a service type product you will not need to enter a COGS Account or an Asset Account, a Sales Revenue account will be fine. You can also enter any quantities as zero since you don't really keep a number of services in stock.


You can setup custom landing fee pricing based on the aircraft type by using the Fee Schedules feature.

  1. Go to [Customers] -> [Tail Numbers] -> [Aircraft Types] and confirm you have aircraft makes and models setup (C-162, 172, 182, etc).
  2. Next, go to [Customers] -> [Tail Numbers] -> [Fee Schedules]. There you can map your various makes and models to your landing fee product and set the default pricing.
  3. Finally, after you've set your pricing, go to [Customers] -> [Tail Numbers] -> [Manage Tail Numbers] and make sure your tail numbers have makes and models associated with them.


Go to [Configuration] -> [Import/Export] -> [Export to QuickBooks]. Enter the date range at the top with the invoies you want to export again. Check the box labeled "use dates." Check the "Sales Transactions" box and click submit. The best next step is to open the QuickBooks Export file, IIF file, in Excel and edit the file to remove any extra entries.
Exports Accounting QuickBooks

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