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Troubleshooting

Solutions to common issues and answers to frequently asked questions.

Having trouble? This guide covers common issues and their solutions. If you can’t find your answer here, contact [email protected].

Login Issues

”Can’t log in”

Check these first:

  1. Correct email address?
  2. Caps Lock off?
  3. Try “Forgot Password” to reset

Still stuck?

  • Clear browser cookies
  • Try incognito/private window
  • Try a different browser

”Can’t reset password”

If the reset email doesn’t arrive:

  1. Check spam/junk folder
  2. Verify the email address
  3. Wait 5 minutes and try again
  4. Contact support if still stuck

Quote Issues

”Quote won’t save”

Common causes:

  • Required field is missing (customer, at least one line item)
  • Session expired — refresh and log in again
  • Network issue — check your connection

Solution:

  1. Check for error messages (red highlights)
  2. Fill in all required fields
  3. Refresh the page and try again

”Can’t add products to quote”

Check:

  • Do you have products in your catalog?
  • Is a category filter active?
  • Try searching by name instead of browsing

”Quote total looks wrong”

Check these:

  • Unit prices are correct
  • Quantities are correct
  • Discount is percentage vs. fixed amount — verify which you intended

”PDF looks different than expected”

Settings to check:

  • Quote template settings (logo, colors, font)
  • What’s enabled: specifications, equipment tags, model numbers

”Customer says they didn’t receive the quote”

  1. Check the quote status — was it actually sent?
  2. Verify the customer’s email address
  3. Ask them to check spam/junk
  4. Resend, or share the portal link directly

Product Issues

”Can’t find a product”

Try:

  • Search by different terms (name, SKU, description)
  • Remove category filter
  • Check if the product was imported — it may be missing from the catalog

”Product prices are wrong”

Common causes:

  • Import used wrong column mapping
  • Currency mismatch (price in dollars, not cents)

Solution:

  1. Go to Products in Settings
  2. Find and edit the product
  3. Correct the price
  4. Note: Existing quotes keep their original prices (snapshot pricing)

“Import failed”

Check:

  • File format: .csv or Excel (.xlsx, .xls)
  • Headers in first row
  • No merged cells or formulas
  • Required columns present (Product Name, Unit Price)

See Import Guide for detailed help.

Customer Issues

”Duplicate customers”

If you have the same customer twice:

  1. Identify which record is correct
  2. Edit each quote to update the customer
  3. Delete the duplicate

Preventing duplicates:

  • Search before creating new customers
  • Use consistent naming (“ABC Corp” not “ABC Corporation”)
  • Import carefully — duplicates are matched by email

”Customer can’t access the quote”

Check:

  1. Is the quote status “Sent”? Draft quotes aren’t accessible via portal.
  2. Is the portal link correct?
  3. Has the link expired? (if expiration was set)

Solution:

  • Resend the quote to generate a fresh link
  • Or copy the portal link and share directly

Team Issues

”Can’t see other team members’ quotes”

This is by design:

  • Sales users only see their own quotes
  • Managers see their team’s quotes
  • Admins and Owners see all quotes

To see all quotes, you need Manager, Admin, or Owner role.

”Approval is stuck”

If a quote is pending approval too long:

  1. Check who the assigned approver is
  2. Contact them directly
  3. If the approver is unavailable, an Admin or Owner can approve

”Can’t invite team members”

Check:

  • You have Admin or Owner role
  • You’re on Pro plan (Free plan is limited to 1 user)
  • The email address is valid

Performance Issues

”Quotejam is slow”

Quick fixes:

  1. Refresh the page
  2. Clear browser cache
  3. Try a different browser
  4. Check your internet connection

If it’s consistently slow:

  • Large product catalogs may take longer to load on first access
  • Contact support — we can investigate

”Pages won’t load”

  1. Check your internet connection
  2. Try refreshing
  3. Clear browser cache
  4. Contact [email protected] if the issue persists

Billing Issues

”Can’t upgrade to Pro”

  1. Ensure you’re logged in as Admin or Owner
  2. Go to Settings → Billing
  3. Click Upgrade
  4. Enter payment details

If payment fails:

  • Check that your card has available credit
  • Card may need to allow international transactions
  • Billing address must match card

”Charged incorrectly”

Contact [email protected] immediately with:

  • Your account email
  • Date of charge
  • Amount charged
  • What you expected

We’ll investigate and correct any errors.

Getting More Help

Before Contacting Support

Gather this information:

  • What you were trying to do
  • What happened instead
  • Error messages (exact text or screenshot)
  • Browser and device you’re using

Contact

Email: [email protected]

  • Response within 24 hours
  • Best for detailed issues with screenshots

You might also find these guides helpful: Quick Start Guide, Your First Week, and Settings & Customization.