Troubleshooting and common questions

Short answers to the questions we hear most. If yours isn't here, email support@salonecrm.com.

The client didn't get the quote email

1. Check the message in the Client approval box on the order. If it says "Couldn't email (Client has no email on file)", add the email to the client and send the quote again, or click Copy and send them the link yourself.
2. Open the client and check the email address for typos. The quote goes to the email that was on file when you sent it, so after a fix, click Send quote for approval again.
3. Ask the client to look in their spam or promotions folder for Review and approve your order.

The quickest fix is often to copy the link and send it by text message. See Send a quote for client approval.

The quote says "viewed" but the client says they haven't seen it

Viewed usually means the client opened the link. It can also be set by an email security scanner that checks links, or by you clicking View. Ask the client to open the email and use the button.

The client asked for changes. Where is their note?

The badge on the quote shows rejected, which means the client clicked Request changes. Their note isn't shown in Salone yet, and you don't get an alert. Call or email the client, update the order, and send a new quote.

A review email wasn't sent

Open the order and check the Google review box on the Files tab. Then check these:

• Was the order marked Complete after review emails were turned on? Orders completed before that are not emailed.
• Did the client have an email when the order became Complete? If not, no request was created, and adding the email later won't create one.
• Has it been long enough? The first email goes out Wait before asking days after Complete (3 by default), give or take about an hour.
• Did the client unsubscribe earlier? Unsubscribing covers that email address for all future orders.
• Is the setting still ticked? If someone unticked it in Settings, waiting emails are held until it is ticked again.

See Ask clients for Google reviews automatically for the full timeline.

I can't see Settings, Users, Finance or Billing

These are for admins only. Ask an admin at your showroom to make you an admin on the Users page, or to make the change for you. See Add users and set their roles.

I can't see Google Reviews in Settings

Google review requests may need to be turned on for your account. Email support@salonecrm.com.

I can't add a new designer or supplier from an order

Only admins get the + button next to dropdowns. Ask an admin to add it, or to add it under Settings. See Manage your dropdown lists.

A field has the wrong label or type

Fields can't be edited after they are created. In Settings under Custom Fields, click Remove on the field, then add it again with the right label or type. Use the same key to keep the values already entered. See Add and manage custom fields.

A field shows on the client's quote and it shouldn't

In Settings under Custom Fields, untick Client-visible on that field. Then send a new quote: quotes already sent don't change.

I forgot my password

On the sign-in page, click Forgot password?, enter your email and click Send reset link. Check your spam folder if it doesn't arrive within a few minutes. An admin can also set a new password for you with Reset password on the Users page.

I can't add another user

On the Studio plan you can have up to 3 users, admins included. Upgrade to Showroom in Billing with Manage billing, or delete a user you no longer need. See Your account, trial and billing.

Everyone is sent to the Billing page

Your subscription isn't active, for example after cancelling or a failed payment. An admin needs to open Billing and choose a plan to restart the subscription. If a payment failed, update the card in Manage billing.

I deleted an order or client by mistake

Deleting can't be undone from the app, and deleting a client deletes all their orders. Next time, set the order's status to Cancelled instead to keep the record. Email support@salonecrm.com straight away if you need help.

I don't see a delivery on the calendar

Supplier deliveries come from the Delivery date on each supplier row of the order. Check the row has a date, and that you are looking at the right month. See Use the calendar and schedule meetings.