FAQ

How do I reset my password?#

Use the Forgot password? link on the sign-in page and follow the instructions in the email that is sent to you. The link expires after one hour. If you need help beyond that window, contact support and ask them to send a fresh reset invitation.

Which browsers are supported?#

The site works best on the latest versions of Chrome, Firefox, Safari, and Edge. Other modern browsers should function, but Internet Explorer is not supported. Mobile browsers on iOS and Android are also fully supported for entering notes, uploading photos, and approving recommendations.

How do I upload additional attachments after submitting an order?#

Open the order, go to the Attachments tab, and upload the files. They become immediately available to technicians. Drag-and-drop is supported on desktop browsers and you can upload directly from your camera on mobile devices.

Can I change the priority of an order after it is created?#

Yes. Open the order detail page, select a new priority, and save. Priority cannot be changed once an order is Completed or Cancelled. If you set a priority to Urgent, a notification is also sent to the on-call dispatcher.

Who can see my attachments and notes?#

Only technicians assigned to the order and account administrators can view attachments and notes. They are never publicly accessible. Sensitive documents such as purchase orders are stored in encrypted object storage.

Why can't I see an order I submitted?#

Make sure you are signed in with the correct account. If the order still does not appear, it may not yet be linked to your company profile. Contact support with the order number so they can assign it to you immediately.

Can multiple people work on the same order?#

Yes. Every user with access to the customer account can add notes or attachments. The timeline records which user added each update so the conversation stays auditable.

Are there limits on file uploads?#

Attachments larger than 500 MB are rejected. Use image or PDF formats where possible to keep file sizes small. For videos or diagnostic logs exceeding the limit, compress the file or ask support for a temporary secure upload link.

How do I receive fewer email notifications?#

Use Portal → Profile to opt in to daily digests instead of immediate emails. You will still receive instant alerts for approvals, urgent status changes, and invoices.

How do I contact support?#

Reach out through your usual support channel or email the project administrator listed in your account welcome message. Include the order number, asset serial, and any relevant attachments so the team can respond quickly.