Frequently asked questions
Signing in
Section titled “Signing in”My sign-in link expired. Now what? Go back to the login page and enter your email again - a fresh link arrives in seconds. Links are single-use, so each sign-in gets its own. Tired of links? Add a passkey.
I do not see Invoices or Team in my sidebar. Those pages are for account managers. Your account manager can view billing, or change your role - see Team management.
Items and inventory
Section titled “Items and inventory”An item I am expecting is not showing up. Items appear once they are received and checked in. If the carrier says it was delivered but you do not see it, check Items to Claim - it may have arrived without a sidemark - then contact us.
Why is there a $15 charge on some items? That is the no-sidemark surcharge: cartons that arrive unmarked take extra handling to identify. The fix is upstream - see the sidemark rule.
An item shows Damaged. What happens now? Our team opens an issue with photos when we catch damage at receiving. The thread is where repair, claim, or replacement gets sorted out - check Issues in your sidebar.
Installs and pickups
Section titled “Installs and pickups”How far ahead should I request an install? As soon as your site date firms up. You propose up to three dates and we confirm one; earlier requests get the best pick. See Requesting an install.
Can my own movers pick things up instead? Yes - that is a will-call. Tell us who is coming and when, and we will have everything staged at the dock.
What is the difference between the service levels? Blanket Drop-Off is delivery only; White Glove adds unwrapping, placement, and packaging removal; Final Touch Installation is the full installation day. The comparison is in Requesting an install.
Billing
Section titled “Billing”Is there a fee for paying by card? Card payments carry a 3.33% processing fee. Bank account (ACH) payments have no fee - see Payment methods.
Do I have to be charged automatically? No. Automatic billing is on by default because most clients prefer it, but managers can switch it off and pay each invoice manually - see Automatic billing.
Where do I get an invoice PDF? Open the invoice and use Print / Save as PDF - see Invoices.
Account
Section titled “Account”How do I add a colleague? Account managers invite teammates from the Team page, each with their own login - see Team management.
How do I change my email address? Your email is your sign-in identity, so contact us and we will update it for you. Everything else in your profile you can edit yourself.