Have questions? You’re in the right place. This Qondor Help and Self-Support guide offers answers to common FAQs and practical tips to help you resolve issues quickly and independently.
✉️COMMUNICATING WITH CUSTOMERS
I've sent an offer to the customer but they say they haven't received it. What can I do?
I've sent an offer to the customer but they say they haven't received it. What can I do?
You've just created a great offer for your customer and sent it off, but moments later, your customer says they haven't received it. Here are a few things you can check:
Verify the email address
Sometimes a small typo can sneak into the email address and can prevent the offer from being delivered. Double-check that the email address is correct.
Check the Communication centre
Go to the Communication centre to check if the email was sent. A green check-mark next to the email indicates it was sent successfully.
Investigate sending failures
If you see that the email sending has failed, the issue may be due to the customer's receiving server, sometimes caused by strict firewalls. Firewalls can block or delay emails, especially if the server has security settings that flag certain emails as suspicious, include attachments, or contain specific links. If you're unsure, feel free to contact us via Support, and we can confirm the delivery status and advise further.
How can I check if my email was sent to the customer?
How can I check if my email was sent to the customer?
After sending an email to your customer contact person, you may want to check the following:
"Did the customer receive it?"
"What did I write in the email?"
"When did I send it?"
To see these details, you can check the Communication centre which allows you to keep track of a project's email and SMS communications.. You can access it by clicking on the Project tab in the menu, then select Communication centre to review the details.
In the Communication centre, you can:
✔️ See who the email was sent to
✔️ Check when it was sent
✔️ Confirm if it was sent successfully
✔️ Review the entire content of the email
✔️ Download attachments and copy offer links
🧑🏾💻LOGIN ISSUES
Why can't I log in to Qondor?
Why can't I log in to Qondor?
Users sometimes experience issues logging in without understanding why, which can feel frustrating. However, there's a few things you can check if you are having issues logging in to Qondor:
Are you entering the correct username?
Usually, your username is the same as your email address, but some users have customized their username to something like their name. If you're unsure of your username, you can ask a superuser to check it for you in the Users tab. Double-check for any typos in the username, email, or password when attempting to log in.
Is the password correct?
Ensure there are no typos in your password and that you're entering the correct one. If you use autofill in your browser, verify that the autofilled password is the correct one for logging into Qondor.
Resetting the password
If the problem persists, try resetting your password by clicking the "reset password" button. Check your spam/junk folder if you don't receive the reset password email.
Customers with multiple office groups/hostnames
Ensure you are using the correct link to log into the right environment. If this applies to you, close all browser windows where Qondor is open and reopen the link to the correct login environment.
Is the login URL correct?
In some cases, the URL you use to log in may contain saved information that shouldn't be there, causing a "no access" error message. The login URL should only include "https://hostname.qondor.com/login". Try cleaning up the URL by removing anything after "login" and then attempt to log in again. An example of how it should look: https://mycompany.qondor.com/login
Switching between roles as Project manager and Customer contact person
You might also experience login issues if you're logged in as project manager and at the same time testing how an offer looks as a customer contact person.
💡 Tip
If you want to see how something looks from the perspective of a customer contact person, always test opening the offer in incognito/private mode. This prevents information from the customer contact person session from being saved in the same browser where you are logged in as a Project manager, which can potentially cause issues.
Why can't my customer log in?
Why can't my customer log in?
In some cases, customers may have trouble logging in. Here are a few things you can check to assist your customer if they’re experiencing login issues:
Are they entering the correct username?
The customer's username is the same as the email address you have entered for them in Qondor. Verify with the customer that they’re entering the correct email address. In some cases, they might have multiple email addresses and could be trying to log in with the wrong one, or there might be a typo in the email or username.
Is the password correct?
Ask the customer to verify that they are entering the correct password. There could be typos, or the browser’s autofill feature might be entering the wrong password.
Resetting the password
If the problem persists, they can try resetting the password by clicking the "reset password" button.
Note: If the customer hasn’t received the password reset email in their inbox, it may have ended up in their spam or junk folder. You can advise them to check those folders for the email.
✅OFFERS
Why is my offer confirmed when I have not done anything?
Why is my offer confirmed when I have not done anything?
An offer is confirmed if one of the following has occurred:
The customer accepts one or more products in the offer.
The Project manager accepts a product on behalf of the customer by setting it to "yes" in Offer admin.
A Project manager has manually set the offer to "confirmed" in Offer settings. (The offer's status can be changed at any time from here. For example, back to "Not sent".)
Can I share the offer with the customer outside of Qondor?
Can I share the offer with the customer outside of Qondor?
If you need to send the offer to the customer through a different channel than Offer Admin, you can easily obtain the offer link and copy it into your preferred channel.
❕Note: Automatic login must be enabled in your office for this method to work.
Here’s how to do it:
Add yourself as a contact person
Add yourself to the project as a contact person using an alternative email address (different from your Qondor user account).
Send the offer
Send the offer to the alternative email address you added.
Access the Communication centre
Go to the Communication centre and find the email you just sent. Click "preview" to open it.
Copy the email link:
In the preview window, click "preview" again to get the link in the email. Copy this link.
Send the link to the customer using your preferred channel.
For example, via Outlook or another email service.
What happens when two users edit an offer simultaneously?
What happens when two users edit an offer simultaneously?
Qondor manages simultaneous editing by saving the most recent changes made. If two users enter information in the same field at the same time, the last saved version will be the one that remains. This means any information saved prior to the last save will be overwritten and lost.
🎫FORMS/BOOKINGS
I am receiving a "No Access" page after I click "view booking as a booker". Why does this happen and what can I do to prevent this?
I am receiving a "No Access" page after I click "view booking as a booker". Why does this happen and what can I do to prevent this?
In the Booking list, there is an option to view or access a registered booking from a booker's point of view:
If you click on the icon, the booking will open in a new tab. However, when you return to Qondor admin, you may find yourself logged out and facing a "No Access" page. (This happens because the booking page operates under the booker's session, while you’re logged into Qondor with your admin session. Opening the booking in the same browser session overrides your admin session with the booker's session, leading to a log-out.)
What to do?
If this happens, simply return to the login page and log back in.
Tip: To avoid the "No Access" issue, right-click the booking icon and choose to open the booking in an incognito or private browsing window. This will keep your Qondor admin session active and prevent any log-out issues.
💁🏾NEED MORE HELP?
If you need further assistance, our support team is always available via email or chat (accessible via the chat bubble in your Qondor).