FAQ and troubleshooting

I cannot find a deal room

Check these in order on CRM → Deal Rooms:

1. Archived. Archived rooms only appear when the toggle is on.
2. Filters. Click the × next to them to clear everything, including the search box. The page shows No deal rooms yet when filters match nothing.
3. Sales group. A room in a group is visible only to the group's members, admins and the room's owner. Ask an admin to add you to the group.
4. Permissions. Deal rooms need permission to view invoices. If the page says access is restricted, ask your administrator.

Send quote is greyed out or asks me to link a customer

A quote can only be sent while the room is Draft, Sent or Viewed, and only when a customer with an email address is linked. Click No customer linked in the header to link one, or choose a Billing contact that has an email. See Link or change the customer later.

I clicked Send and it says approval is requested

The quote tripped your organization's approval policy. It will be sent as soon as one of the listed approvers clicks Approve in the room's Approvals card. See Approvals.

I changed the quote after sending. Does the customer see the change?

Yes. Saved edits appear on the pay link immediately, but no email goes out. The header shows Edited since last send; click Resend quote to tell the customer. See Edit a quote after sending it.

The customer says the link does not work

The pay page says This link isn't available when the room is archived, the link was rotated, the link has expired under your Links expire after setting, or the quote is still a draft that was never sent. Open the room, check its status, and use Copy pay link to send a fresh link. See When the link does not work.

The customer cannot pay on the pay page

• The page shows a Test mode banner until your business is verified. Complete verification in your organization settings.
• Online payment may be off for the room, its sales group or the organization, in which case the customer sees Payments are handled offline.
• Card payments or Bank (ACH) payments may be off for the method they want to use.
• If no invoice is open yet, they see You're all caught up. A required document may still need signing (Almost there).

See Customize for this deal.

Why was the first recurring period billed at acceptance?

First recurring payment at acceptance is on. The first period is invoiced when the quote is accepted and folded into the amount due at acceptance; later periods follow the billing schedule. Switch it off in settings or under Customize for this deal before sending.

Why was an invoice emailed without anyone sending it?

The room's Invoice posting is Auto-post (email), so recurring invoices are emailed when they are generated. Choose Manual (hold) to review them first, or Auto-charge to charge the saved method instead. See Invoice posting policies.

Autopay did not charge the customer

Autopay needs a saved payment method, a room whose posting policy is not Manual (hold), and a verified business. Check the Customer card for the method on file and the Autopay value. A failed charge shows Autopay failed ×N on the invoice, and reminders take over. See Autopay.

Where is the whole-quote discount?

Discounts are set per line with the % button. To discount the whole quote, discount each line. See Give a discount.

The pay page shows a card service fee the quote did not

A service fee may be added when the customer pays by card. It appears as its own Card service fee line on the pay page and is not part of the quote totals. Customers paying by bank (ACH) are not charged it.

I archived a deal room by mistake

Switch on Archived on the Deal rooms page to find it; you can still open and read it. Its pay link stops working, so send the customer a fresh link from a new room if the deal is still live. Archiving does not void invoices or stop an accepted agreement.

The customer wants autopay turned off

Autopay is an internal setting. Open the room, click the Autopay value in the Customer card and choose Off. The change is logged in the activity.

The quote shows "Deal Rooms" in one place and "Deal rooms" in another

They are the same module. The navigation menu says Deal Rooms, the page title says Deal rooms, and the customer record's tab says Deal Room.

Back to the Deal Rooms user guide.