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 support@wellquote.com.
Login Issues
”Can’t log in”
Check these first:
- Correct email address?
- Caps Lock off?
- Try “Forgot Password” to reset
Still stuck?
- Clear browser cookies
- Try incognito/private window
- Try a different browser
”Account locked”
After too many failed attempts:
- Wait 15 minutes
- Try again with correct password
- Use “Forgot Password” if needed
”Can’t reset password”
If the reset email doesn’t arrive:
- Check spam/junk folder
- Verify the email address
- Wait 5 minutes and try again
- Contact support if still stuck
Quote Issues
”Quote won’t save”
Common causes:
- Required field is missing (customer name, at least one item)
- Session expired — refresh and log in again
- Network issue — check your connection
Solution:
- Check for error messages (red highlights)
- Fill in all required fields
- Refresh the page and try again
”Can’t add products to quote”
Check:
- Do you have products in your catalog?
- Is the product category filtered?
- Try searching by name instead of browsing
”Quote total is wrong”
Check these:
- Unit prices are in the correct currency
- Quantities are correct
- Discount is percentage, not dollar amount (or vice versa)
- Tax settings are configured correctly
”PDF looks different than expected”
Settings to check:
- Quote template settings (logo, colors)
- PDF options (paper size, what’s included)
- Browser print settings (if printing)
“Customer says they didn’t receive the quote”
- Check the quote status — was it sent?
- Verify the customer’s email address
- Ask them to check spam/junk
- Resend using the portal link instead
Product Issues
”Can’t find a product”
Try:
- Search by different terms (name, SKU, description)
- Remove category filter
- Check if the product exists — maybe it wasn’t imported
”Product prices are wrong”
Common causes:
- Import used wrong column
- Currency mismatch
- Price was in dollars, not cents (or vice versa)
Solution:
- Go to Products settings
- Find the product
- Edit and correct the price
- Note: Existing quotes keep their original prices
”Import failed”
Check:
- File format (.xlsx or .csv only)
- Headers in first row
- No merged cells
- No formulas (use values only)
- Required columns present (Product Name, Price)
See Import Guide for detailed help.
Customer Issues
”Duplicate customers”
If you have the same customer twice:
- Identify which record is correct
- Move quotes to the correct customer
- Delete the duplicate
Preventing duplicates:
- Search before creating new customers
- Use consistent naming (“ABC Corp” not “ABC Corporation”)
- Import carefully with duplicate detection enabled
”Customer can’t access the quote”
Check:
- Is the quote status “Sent”? (Draft quotes aren’t accessible)
- Is the link correct?
- Has the link expired?
Solution:
- Resend the quote to generate a fresh link
- Or copy the portal link and send directly
Team Issues
”Can’t see other team members’ quotes”
This is by design:
- Sales users only see their own quotes
- Manager users see their team’s quotes
- Admin users see all quotes
To see all quotes, you need Manager or Admin role.
”Approval is stuck”
If a quote is pending approval too long:
- Check who the approver is
- Contact them directly
- If approver is unavailable, an Admin can approve
”Can’t invite team members”
Check:
- You have Admin role
- You’re on Pro plan (Free plan = 1 user only)
- The email address is valid
Performance Issues
”WellQuote is slow”
Quick fixes:
- Refresh the page
- Clear browser cache
- Try a different browser
- Check your internet connection
If it’s consistently slow:
- Large product catalogs (10,000+) may take longer to load
- Contact support — we can investigate
”Pages won’t load”
- Check your internet connection
- Try refreshing
- Clear browser cache
- Check status.wellquote.com for outages
Integration Issues
”Import keeps failing”
See the detailed Import Guide.
Quick checks:
- Use .xlsx or .csv format
- Headers in row 1
- No special characters in column names
- Remove any formatting or formulas
”Export is incomplete”
Check:
- Date range filter — are old quotes excluded?
- Status filter — are certain statuses excluded?
- Try exporting with no filters first
Billing Issues
”Can’t upgrade to Pro”
- Ensure you’re logged in as Admin
- Go to Settings → Billing
- Click Upgrade
- Enter payment details
If payment fails, check:
- Card has available credit
- Card allows international transactions
- Billing address matches card
”Charged incorrectly”
Contact support@wellquote.com 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
- Steps to reproduce the issue
Contact Methods
Email: support@wellquote.com
- Response within 24 hours
- Best for detailed issues
In-App Chat: Coming soon
- Real-time help during business hours
What Support Can Help With
- Account issues
- Technical problems
- Feature questions
- Billing inquiries
- Bug reports
What We Can’t Help With
- Pricing strategy advice (but we can explain features)
- Creating your quotes for you
- Customizations beyond available settings
Status Page
Check system status at status.wellquote.com:
- Current system status
- Planned maintenance
- Incident history
Subscribe to get notified of outages.