Troubleshooting & FAQ

Find solutions to common issues and answers to frequently asked questions about using Cooledge.

1. Account and Authentication Issues

Sign-Up and Login Problems

Can't Create Account

Issue: Error message during sign-up process Solutions:

• Ensure email address is valid and not already registered
• Check that password meets minimum requirements (8+ characters)
• Verify internet connection is stable
• Try a different browser or clear browser cache
• Contact support if error persists

Forgot Password

Issue: Can't remember password to access account Solutions:

1. Go to the login page at app.cooledge.com.au/login
2. Click "Forgot Password" link
3. Enter your email address
4. Check email for password reset instructions
5. Follow the link to create new password
6. If no email received, check spam folder

Can't Access Dashboard

Issue: Login successful but can't access dashboard Solutions:

• Complete onboarding process if you're a new user
• Verify your subscription is active in billing settings
• Check if you're logging into the correct account
• Clear browser cookies and cache
• Try accessing from a different device

[Screenshot placeholder: Login troubleshooting steps]

Onboarding Issues

Stuck in Onboarding Flow

Issue: Can't progress through account setup Solutions:

• Ensure all required fields are completed accurately
• For address issues, try typing manually instead of using autocomplete
• Upload business logo in correct format (PNG/JPG, under 5MB)
• Complete Stripe checkout if prompted during business setup
• Contact support if you can't complete a step

Business Setup Problems

Issue: Can't complete business information Common Causes:

• Invalid business address (use full, accurate address)
• Logo file too large or wrong format
• Missing required business information
• Payment issues during Stripe setup

2. Quote Creation and Management

Mobile App Issues

App Won't Download or Install

Issue: Problems installing the iOS app Solutions:

• Ensure you have iOS 13.0 or later
• Check available storage space on device
• Search for "Cooledge" in App Store (not "Cooledge Portal")
• Restart device and try again
• Contact Apple Support for App Store issues

Quotes Not Syncing

Issue: Quotes created on mobile not appearing in dashboard Solutions:

• Ensure device has internet connection
• Force close and reopen the mobile app
• Check for app updates in App Store
• Verify you're logged into the same account
• Try creating quote directly in web dashboard

Can't Generate PDF

Issue: Quote generation fails or PDF doesn't create Solutions:

• Check all required fields are completed
• Ensure customer email address is valid
• Verify internet connection is stable
• Try generating quote from web dashboard
• Contact support if issue persists

[Video placeholder: Mobile app troubleshooting]

Quote Delivery Issues

Customer Didn't Receive Quote

Issue: Customer reports not receiving quote email Solutions:

• Verify customer email address is correct
• Check customer's spam/junk folder
• Resend quote from dashboard
• Provide quote link manually to customer
• Verify your email isn't marked as spam

Quote Link Not Working

Issue: Online quote link shows error or doesn't load Solutions:

• Check if quote has expired (default 30 days)
• Verify the complete link was copied/sent
• Try opening link in different browser
• Clear browser cache and cookies
• Generate new quote if link is old

Pricing and Catalog Issues

Wrong Prices in Quotes

Issue: Quote prices don't match expectations Solutions:

• Check catalog for custom price overrides
• Verify product pricing in catalog management
• Review labor and material cost calculations
• Check for recent pricing updates
• Confirm markup calculations are correct

Product Not Appearing in App

Issue: Catalog product not available when creating quotes Solutions:

• Verify product is enabled/active in catalog
• Check product filters in mobile app
• Force sync mobile app with dashboard
• Ensure product has all required fields completed
• Contact support if product still missing

3. Subscription and Billing Problems

Payment Issues

Credit Card Declined

Issue: Payment fails during subscription or upgrade Solutions:

• Verify card details (number, expiry, CVV)
• Check if card has sufficient funds/credit limit
• Ensure billing address matches card
• Try a different payment method
• Contact your bank to verify no blocks on card

Trial Expired Unexpectedly

Issue: Trial period ended before expected Solutions:

• Check trial start date in billing settings
• Verify 14-day trial period calculation
• Review any early plan conversions
• Contact support for trial extension if needed

Can't Access Features

Issue: Features unavailable despite active subscription Solutions:

• Verify subscription is active in billing settings
• Check if specific features are included in your plan
• Ensure payment is up to date
• Log out and log back in to refresh permissions
• Contact support for feature access issues

[Screenshot placeholder: Billing troubleshooting dashboard]

Plan and Upgrade Issues

Upgrade Not Taking Effect

Issue: Plan upgrade completed but features not available Solutions:

• Allow up to 30 minutes for upgrade to process
• Log out and log back in to refresh account
• Check billing settings to confirm upgrade
• Verify payment was processed successfully
• Contact support if upgrade doesn't appear

Quote Limit Not Updated

Issue: Quote limit unchanged after plan upgrade Solutions:

• Check billing cycle date for limit reset
• Verify upgrade was completed successfully
• Log out and log back in to refresh limits
• Check if upgrade takes effect at next billing cycle
• Contact support for immediate assistance

4. Leads Marketplace Issues

Leads Activation Problems

Can't Activate Leads Feature

Issue: Unable to enable leads marketplace Solutions:

• Verify you have Growth or Scale plan subscription
• Complete business profile including address
• Accept updated terms and conditions
• Choose payment method for lead billing
• Contact support if activation fails

No Leads Appearing

Issue: Marketplace shows no available leads Solutions:

• Verify leads feature is activated
• Check if marketplace status is "Active" not "Paused"
• Confirm your business state matches lead locations
• Check notification settings for new leads
• Understand lead availability varies by location and time

Lead Claiming Issues

Can't Claim Lead

Issue: Error when trying to claim available lead Solutions:

• Ensure payment method is valid and current
• Check if lead was just claimed by another business
• Verify leads feature is still active
• Try refreshing the page and claiming again
• Contact support for persistent claiming issues

Payment Failed for Lead

Issue: Lead claim fails due to payment issue Solutions:

• Check payment method validity
• Ensure sufficient funds for automatic payment
• Update payment method in billing settings
• Try claiming lead again after payment fix
• Contact support for payment processing issues

[Screenshot placeholder: Leads troubleshooting steps]

5. Technical Issues

Browser and Connectivity Problems

Dashboard Won't Load

Issue: Web dashboard shows errors or won't load Solutions:

• Check internet connection stability
• Try a different browser (Chrome, Safari, Firefox)
• Clear browser cache and cookies
• Disable browser extensions temporarily
• Try accessing from incognito/private browsing mode

Slow Performance

Issue: Dashboard or app running slowly Solutions:

• Check internet connection speed
• Close unnecessary browser tabs
• Clear browser cache and restart browser
• Update browser to latest version
• Try accessing during off-peak hours

Features Not Working

Issue: Specific features or buttons not responding Solutions:

• Refresh the page (F5 or Ctrl+R)
• Clear browser cache and cookies
• Check for browser JavaScript errors (F12 developer tools)
• Try a different browser
• Contact support with specific error details

Data and Sync Issues

Data Missing or Incorrect

Issue: Information not displaying correctly Solutions:

• Refresh the page to reload data
• Log out and log back in
• Check if issue persists across different devices
• Verify data entry was completed correctly
• Contact support for data recovery assistance

Mobile App Not Updating

Issue: Mobile app showing outdated information Solutions:

• Pull down to refresh in the app
• Force close and reopen the app
• Check for app updates in App Store
• Restart your device
• Uninstall and reinstall app as last resort

6. Frequently Asked Questions

General Usage

Q: How many quotes can I create? A: Depends on your subscription plan:

• Trial: 10 quotes
• Starter: 30 quotes/month
• Growth: 100 quotes/month
• Scale: Unlimited quotes

Q: Can I use Cooledge on multiple devices? A: Yes, access your account from any device with internet. Mobile app available for iOS.

Q: Do I need internet to create quotes? A: Mobile app works offline, but requires internet to sync quotes to dashboard and send to customers.

Q: Can I customize my quote templates? A: Yes, upload your business logo and customize business information. Advanced customization available on higher plans.

Business and Team Management

Q: How do I add team members? A: Go to Settings > Team, click "Add Member" and enter their email address. Set appropriate role permissions.

Q: Can team members have different access levels? A: Yes, three roles available:

• Owner: Full access to all features
• Admin: Most features except billing
• Member: Quote creation and basic features

Q: How do I change my business information? A: Go to Settings > Business to update business name, address, logo, and contact details.

Pricing and Billing

Q: When do quote limits reset? A: Quote limits reset monthly on your billing date (subscription anniversary).

Q: Can I change plans anytime? A: Yes, upgrades take effect immediately. Downgrades take effect at next billing cycle.

Q: What payment methods do you accept? A: All major credit cards via Stripe. Annual plans offer 16% savings.

Leads Marketplace

Q: How much do leads cost? A: Lead costs vary by service type, location, and demand. Prices shown before claiming.

Q: How quickly must I contact claimed leads? A: Contact customers within 1 business day and provide quotes within 24 hours of contact or site visit.

Q: Can I get refunds for poor quality leads? A: Contact support within 24 hours of claiming if lead information is inaccurate or customer unavailable.

7. Getting Additional Help

Contact Support

• Email: support@cooledge.com.au
• Response Time: 24-48 hours for non-urgent issues
• Priority Support: Available for Growth and Scale plan subscribers

Before Contacting Support

Please provide:

• Your account email address
• Description of the issue
• Steps you've tried to resolve it
• Screenshots of any error messages
• Device/browser information

Additional Resources

• Help Documentation: Browse all help articles in this knowledge base
• Video Tutorials: Check for video guides in relevant help sections
• Feature Updates: Follow product updates and new feature announcements

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Still need help? Email us at support@cooledge.com.au with your specific issue.

Remember to check your email spam folder for responses from our support team.