# FAQ and troubleshooting

> Source: https://support.usebluehill.com/deal-rooms-faq-and-troubleshooting  |  Updated: 2026-10-27T16:20:56Z

## 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](./deal-rooms-create-a-deal-room#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](./deal-rooms-send-the-quote#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](./deal-rooms-build-the-quote#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](./deal-rooms-what-the-customer-sees#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](./deal-rooms-send-the-quote#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](./deal-rooms-invoices-and-payments#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](./deal-rooms-invoices-and-payments#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](./deal-rooms-build-the-quote#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](./deal-rooms-overview).