Frequently asked questions

Applying for an account

The application form will not take my email address. Applications need your business email - the address at your firm’s own name, like jane@smithinteriors.com. Personal accounts (Gmail, Yahoo, Outlook, iCloud) are turned away, since accounts are set up per firm. See Becoming a client.

The form says my company already has an account. A colleague signed your firm up already. Sign in with your work email, or ask your account manager to give you your own login - see Team management. If you think it is a mix-up, email info@designlofttampa.com.

Signing in

My sign-in link expired. Now what? Links are good for 15 minutes and cover one sign-in. Go back to the login page and enter your email again - a fresh link arrives in seconds. Tired of links? Add a passkey.

I clicked my sign-in link and it made me sign in a second time. That should not happen any more. Opening the same link twice - a mail app previewing it, a back tap, a double tap - now lands you on your dashboard rather than telling you the link is spent. If you are ever unsure whether it worked, go to designlofttampa.com/portal before requesting another link; you may already be in.

Why do I keep getting signed out? You should not be. A sign-in lasts 30 days on that device even if you never open the portal in between, and buttons in our notification emails open the page they point at instead of bouncing you to the login screen. If you are still being asked to sign in more often than that, tell us - and consider a passkey, which makes signing in a two-second job either way.

I do not see Invoices or Team in my sidebar. Those pages are for account managers, and the same goes for the Invoices shortcut on the dashboard: it only appears for managers. Your account manager can view billing, or change your role - see Team management.

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. An unmarked piece is not listed there until our office has tried to identify it, so if it is not there either, contact us - we may already be holding it.

A piece I know I had is not in my inventory list any more. Your inventory list shows what we are still holding, so a piece leaves it once it is installed at the site, collected by your crew, returned to its vendor, or disposed of at your instruction. It is hidden, not deleted. Type its name into the search box on My Inventory (or press ⌘K anywhere in the portal) and it comes straight back, with all its photos and history. See Pieces that have left our care.

Why does my project say 0 items when I know we bought forty? Because the count is what we are still storing for that job, not what we ever received for it. Once the last piece is installed or collected, the project settles to zero and can be deleted if you want to tidy it away - the pieces and their history stay put either way. See Managing your projects.

Why is there an extra handling charge on some items? That is the no-sidemark surcharge: boxes that arrive unmarked take extra handling to identify. The fix is upstream - see the sidemark rule.

I ordered eight of the same chair. Do I have to count the rows to know how many arrived? No. Your inventory list is grouped by product, so all eight sit on one line with a running count, even when they arrived in different boxes on different days. Open the line to see each piece and the box it is in - see Browsing by product.

How big is a piece, and how heavy? Will it fit in my van? Open My Inventory: the size and weight of each box sit right under its box ID, and the box’s own page adds its cubic feet. It is the fastest way to check a doorway, an elevator, or a truck before install day. Boxes from our previous system may not have been measured, and a recent box can show its size but no weight when it was too heavy or too awkward to get on a scale the day it landed. Ask us in either case and we will measure it for you. See How big a box is, and how heavy.

Can I get my inventory list out of the portal? Yes. On My Inventory, select Export, tick the columns you want, and take the list out as a spreadsheet (Download CSV) or as a print-ready report on our letterhead (PDF Report). The file contains exactly what the screen shows, so filter first if you only want one project or one status. See Downloading or printing your inventory.

The photo on an item does not look like what arrived. Look for a Stock photo badge on the picture. That means it came from the vendor’s website rather than from our warehouse, so the fabric, finish, or color may not match what was built for you. Photos we took always come first, so a badged picture means we do not have one of the real piece yet - ask us and we will photograph it. See Pictures that came from the vendor.

My rug only shows a photo of the wrapped roll. That is on purpose. Rugs and rug pads are the one thing we do not open: we count them, photograph and label the roll, and shelve it sealed, so nobody unrolls and re-rolls your rug for a picture. If you would like one opened, checked, and photographed, just ask - it is charged at its own receiving rate in place of the standard rug rate. See Rugs are shelved sealed.

An item shows Damaged. What happens now? Our team opens an issue with photos whenever we find damage - when a box arrives looking rough, and again when we open it and inspect the piece inside. One of our managers checks the photos and the description before that report is sent to you. When only the box was damaged, the piece reads Good until the report is sent; when the piece itself was marked, it can read Damaged a little before the conversation lands. Once it does, the thread is where repair, claim, or replacement gets sorted out - check Issues in your sidebar. See We check a damage report before you get it.

My issue says On hold. Is anyone working on it? Yes. On hold means the next move belongs to someone outside the conversation, almost always a vendor we are waiting on for a repair quote or a claim decision. The thread says exactly what it is waiting for, and you can reply on it any time. While it waits it moves out of your Open filter into an On hold filter of its own, so Open stays a list of threads somebody can move today. See When a thread goes on hold.

Several of the same piece are on one line. How do I know how many are damaged? The damage report says so, in words like “3 of 8 damaged”. The line’s condition reads Damaged because part of it is; the issue thread has the count and the photos. See When only some of a set is damaged.

My vendor wants every photo of a damaged piece for the claim. Click Download all photos, either at the top of the Photos section on the item’s page or at the top of the issue about it. You get one zip file with every picture of the piece sorted into folders: what we took when it arrived, the damage photos from its report, and everything shared in its conversations. See Downloading every photo of a piece.

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. If none of your dates are open, we propose an alternative that you approve or send back right in the portal. See Requesting an install.

What will my install cost, before it happens? The request form estimates it as you pick the pieces, and the estimate stays on the request’s page afterwards, as a range with the hours on site behind it. It is an estimate rather than a fixed price, because an install is billed for the time the crew is actually on site. See Your install estimate.

Can you install pieces that are not at your warehouse? Yes. On the request form, under Where Are Your Items?, check I already have the items - they’re not at your warehouse and describe what you would like installed instead of picking from your storage. Our crew brings nothing from the warehouse and works from your description, so be specific about the pieces and where they are on site. If you already asked us to hold a date and the pieces turned out to be with you, you can say so on the hold instead of waiting for items that will never reach us. See Installing items you already have.

You offered me a different date for my hold. What happens if I say no? Nothing is lost. Open the request and either click Hold This Date to take the date we offered, or open This date doesn’t work for me, tell us what would suit you better, and send it back - your request stays exactly as you filled it in and we come back with another option. Answer while there is still time, though: an offer nobody answers is released a week before the date, the same as a hold whose items were never confirmed. See If we offer you a different date.

I forgot an item on my install request. Can I add it? Yes. Open Installs, click Details on the request, and use Forgot something? Add items. Before the install is scheduled, additions join the request right away; after scheduling, our team gives them a quick review first. See Tracking install requests.

Can my own movers pick things up instead? Yes - that is a will-call. Open Will-Call → New Request, pick the pieces, and tell us who is collecting and when; we pull and stage everything at the dock for them. If it is your first one, call us with the form open and we will go through it with you. See Will-call pickups.

Can you collect items for me and bring them to the warehouse? Yes - that is a pickup, and it is the opposite of a will-call. Open Pickups → Request a Pickup, tell us where the items are, describe roughly what is there and when you need it moved, and we send a truck for it. You do not pick items from a list, because the pieces are not with us yet; they are added to the pickup at our dock as they are received. See Pickups.

Pickups or Will-Call - which page do I want? Pickups brings things in: we drive out to a showroom, job site or home and collect pieces for the warehouse. Will-Call sends things out: your own crew or mover collects pieces we already hold, from our dock. See Pickups and Will-call pickups.

What does it cost for you to collect items, and can I know beforehand? A collection is billed like an install: a transport company does the driving and bills us for the trip, and you pay that bill plus our handling. There is deliberately no estimate on the form, because nobody has seen the pieces yet - we confirm the arrangement with you before anyone drives out, and the invoice follows once the transport company bills us. Receiving and storage for the items are charged the normal way on your monthly statement. See What a pickup costs.

Can I cancel a pickup you are collecting for me? Yes, any time before the truck goes out. Open Pickups, click Details, and use Cancel Pickup, with room to tell us why. Nothing was collected, so nothing is billed. Once the truck is out the button is gone - call us instead and we will sort it out. See Calling off a pickup.

When do the items you collected show up in my inventory? As they are received. A collected load is checked in exactly like a vendor shipment - unboxed, inspected, photographed, measured and labelled - and each piece appears under Items Collected on the pickup and in My Inventory as that finishes. See The pieces we collect.

How do I tell which job an install or a pickup is for? The job is the first column of both lists, and it is named beside the heading when you open the request itself. On an install it is the project you chose on the form. On a will-call there is nothing to choose: we take the job from the pieces you put on it, so a mixed load reads Multiple projects and a load of pieces not yet filed under a job reads - until they are. See Tracking install requests and Following a pickup in your Will-Call list.

My installs list is getting long. Can I narrow it down to the job I am looking at? Yes, and the same goes for your invoices. Above Installs, Will-Call, and Invoices there is a bar for it: search by job name, keep one Status or one Project, pick a window of dates, or switch to a ready-made view - Upcoming for the work still ahead of you, or Unpaid for the invoices still owing. Clicking a column heading sorts by it, and clicking the same heading again reverses it. The list opens the same way the next time you come back. See Finding one request in a long list, Finding one pickup in a long list, and Finding one invoice in a long list.

Can I add a piece to a will-call after I have filed it? Yes, yourself. Open Will-Call, click Details on the pickup, and use Need something else on it? Add items. If we have not confirmed the pickup yet the piece joins right away; if we have, it comes to us for a quick confirmation first. See Changing a pickup you already filed.

Can I change the date on a will-call, or cancel it? Yes, both, on the pickup’s own page under Will-Call → Details - along with who is collecting, the contact, the box estimate, and what is on the list. A pickup we have not confirmed yet updates straight away. Once it is confirmed the date is a slot on our calendar, so your change comes to us and we confirm it, usually the same day. See Changing a pickup you already filed.

Do items waiting on a will-call still show in my inventory? Yes. Until your crew actually collects them they are still on our racks, so they stay in My Inventory as Will Call and then Ready for Pickup, and they stay on storage. They read Picked Up as soon as your crew signs for them at the dock, storage stops there, and they drop out of the everyday list because they are no longer ours to hold. Search for one by name to open its page again - see Pieces that have left our care.

Can an install run more than one day? Yes, and big ones usually do. You propose start dates the same way; when we schedule the job we confirm the whole run of days it needs, and the portal names both ends - 8/5/2026 - 8/7/2026 in your Installs list, with 3 days on site on the request’s own page. Plan site access for every day of the run. See When an install runs more than one day.

The truck came but the site was not ready. What happens now? The crew brings everything back and your items return safely to storage, exactly where they were. The request shows Missed Delivery and stays closed, and its page explains what happened. When the site is ready, the Book a New Install with These Items button on that page starts a fresh request with the same pieces already selected, so rebooking takes a minute. The trip itself is billed by the hour on its own invoice, the way an install is. See If a delivery is missed.

Does my crew have to sign for a will-call? Yes. Whoever is driving away with the pieces types their company and name on a tablet at the dock, says whether everything was received in good condition, and signs. That signature is what completes the pickup and moves the pieces to Picked Up. Let your mover know before they go - it takes under a minute. See Pickup day.

How do I prove what my crew collected, and what shape it was in? Open Will-Call, click Details on the completed pickup, and download the signed release from the Pick-up Release card. It names who signed, how many boxes went, the date, the condition they reported, and every piece released. See Your copy of the release.

My crew collected a piece and it is defective. Can we bring it back? Yes. Tell us it is coming, then bring it to the dock during receiving hours. We take it back in, record what is wrong with it and the condition it arrived in, and either put it on the vendor’s return or back on the racks, whichever you want. The piece rejoins your inventory that day, the pickup and its signed release stay exactly as they are, and the invoice you have already paid stands. A piece we installed at your site can come back the same way - just call us. See If a piece has to come back.

Where do I find the invoice for a will-call? On the pickup itself. Open Will-Call, click Details on the completed pickup, and the Invoice for this pickup card near the top shows the amount, with View invoice for every line and PDF for a copy on our letterhead. A will-call is invoiced on its own as soon as your crew signs at the dock rather than waiting for your monthly statement, and the same invoice is in your Invoices list. Billing is visible to account managers. A pickup we collect for you is invoiced later, once the transport company bills us for the trip - see What a pickup costs.

Can I book a will-call or an install on a Saturday? Usually yes. Weekends are outside our normal hours, so someone opens the warehouse specially for it, and the job carries a flat after-hours callout fee - charged once for that pickup or install, never per item. An install that runs across several days pays the one fee if any of those days is a weekend, so a Friday-to-Saturday job is charged once. The will-call form tells you the moment you choose a weekend date, and a weekday costs nothing extra. See Weekend and after-hours pickups.

The date I want will not go through. What is stopping it? One of two things, and the form says which the moment you choose the day. Either the warehouse is closed that day - a holiday, say - or we are open as usual but our install team is already committed and there is nobody to send out. Both stop an install, and both stop a pickup we drive out for, because it is the same crew pointed the other way. A will-call is only ever stopped by a closed day: your crew is doing the collecting, so ours being out makes no difference to it. Choose another day, or call us and we will tell you the nearest one we can do. See Dates and closures.

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

Does the portal cost anything? No. The portal comes with your account - signing in, adding teammates, tracking items, and sending requests are all free.

Where do I see what you charge? Open Rates in your sidebar. It is our full price list - receiving, storage, warehouse pulls and assembly, damage claim time, and payment terms - and it is the same set of numbers your invoices are built from. Everyone on your account can open it, not only account managers. See Rates.

How do I work out what a shipment will cost before I order it? The Rates page lists each receiving amount along with the cubic feet and pounds that separate one tier from the next, so the vendor’s own box dimensions tell you where a piece will land. Remember that a box holding several identical units is billed per unit, so a box of six matching chairs counts as six pieces. See Rates.

Is storage charged for part of a month? No. Storage bills by the calendar month and is not prorated, so a piece that arrives on the 28th or leaves on the 2nd is charged that whole month. A month with nothing in the warehouse is not billed at all. See Rates.

Is storage charged per piece or per box? Per box. A box takes up the same room on the shelf whether it holds one lamp or six matching chairs, so it is charged once a month for its own cubic feet, and a box with several pieces in it shows one storage line rather than one per piece. This is the opposite of receiving, which is per piece because each piece is checked, photographed, and shelved. Older pieces that reached us without a box of their own are measured individually and carry their own line each. If you ever see the same box charged twice for storage in one month, tell us and we will put it right. See How storage is charged.

A rate changed. Does that affect invoices I already have? No. Every charge keeps the rate that applied at the moment the work was done, so an invoice you already have is never re-priced afterwards. See A rate is locked in when the work happens.

What is the Base Storage Fee on my invoice? It is the flat monthly part of storage, charged on top of the monthly rate for the space your items take up, in any month we are holding items for you. When your storage is empty for a month, it does not appear. On older invoices this line read “Online inventory access (WMS)” - same amount, clearer name, and it is a storage charge rather than a portal charge. Both parts are listed on the Rates page. See Invoices.

Why does receiving cost more on some boxes than others? Receiving is charged per piece at one of six rates, and the box it arrived in decides which one: what is inside it, and how big and heavy it is. A box of pillows and a dining table are not the same work to take in. Weight has the last word - past the heaviest line a box is charged at the top rate whatever its size and whatever is packed in it, because a stone table base is a two-person lift however neatly it is boxed. If the delivery came on a pallet or in a wooden crate, that container is charged once on top - once for the whole pallet or crate, however much was on it. Your invoice names the rate on each line, like Receiving Tier 3 - Bristol Track-Arm Sofa, and the amounts are on the Rates page. The one exception is a box holding nothing but light bulbs, which is priced per bulb rather than per piece - see the “Light bulb inspection” question below. See How receiving is charged.

Will I be charged receiving again for pieces that were already in your warehouse? No. Receiving on anything we took in for you before we moved our billing into the portal was charged at the time, on our old system, and it is never billed a second time here. Those pieces still show in your inventory and still bill for storage each month. See How receiving is charged.

What does “Receiving Tier 2 (rug inspection)” mean on my invoice? It means you asked us to open and inspect a rug instead of shelving it sealed, which is the standard for rugs. That rate is charged in place of the usual rug rate, never in addition to it. The two sit side by side on the Rates page. See Rugs are shelved sealed.

What does “Light bulb inspection” mean on my invoice? It means a box arrived holding nothing but light bulbs. Bulbs are not priced per piece like furniture: the box takes one charge at the Tier 1 rate, and each bulb we count and check in adds a small per-bulb amount - so the invoice shows one Receiving Tier 1 - box of light bulbs line and a Light bulb inspection line counting the bulbs. It only applies when bulbs are all that is in the box; a box holding bulbs and anything else is priced by its size as usual. Both amounts are on the Rates page. See How receiving is charged.

Is there a fee for paying by card? Yes, when we charge the card you keep on file. The fee is added to that invoice as its own line just before the charge goes through, worked out on what is still owed, so you see it on the invoice you paid. A bank account (ACH) on file is charged at face value with no fee, and paying another way - a check, a bank transfer you send, or the pay link on an emailed invoice - carries no fee at all. The current rate is on the Rates page in your sidebar. See The processing fee when we charge your method on file.

Why does my invoice have a line that was not on it when it arrived? If it reads Card processing fee, that is the fee for running the card on file, added on the day the invoice was paid. It is the one line that can join an invoice after it is sent, nothing else on the invoice changes, and it is never added twice. See The processing fee when we charge your method on file.

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.

What is the DLT- number on my invoice? It is that invoice’s own reference, like DLT-2026-08-0001. It appears in the invoice list, in the heading when you open the invoice, on the PDF, and on the notice before an automatic charge, and it is the number the invoice carries on our books - so quoting it is the fastest way to get an answer about one particular invoice. Past invoices were numbered too. See Every invoice has a number.

Can I sort my invoices by date, or find one from months ago? Yes. The list opens newest first, and clicking the Invoice Date heading flips it oldest first; any other heading - Amount, Status, Projects, and so on - sorts by that column instead. Above the list, Search finds an invoice by its number, a job name, or an amount, Invoice date keeps a window of dates, and the Unpaid view shows only what is still owing. See Finding one invoice in a long list.

I paid by check. Why would the portal know? Because payments find their way back to the portal whichever way they reach us - a check, a bank transfer, a card taken over the phone, or the pay link on an invoice emailed to you. The invoice turns to Paid on its own, usually within a minute and by the next morning at the latest, and automatic billing will not charge your card for something already settled. See However you pay, the invoice keeps up.

Can I pay part of an invoice now and the rest later? Yes. Open the invoice and you will see how much has been received and how much is still due under the total. It stays Sent until nothing is left owing. If automatic billing is on, the due-date charge is only ever the remainder - see If you pay part of an invoice.

Where do I get an invoice PDF? Open the invoice from Invoices and click Download PDF. You get a copy on our letterhead with the same lines that are on the page. Print is next to it if you would rather print the page - see Invoices.

Why did my install come on its own invoice instead of my monthly one? Because it is a one-off job rather than something that runs month to month. Installs, will-call pickups, vendor returns, and pickups we collect for you are all invoiced on their own once the job is finished, so each amount ties back to the day’s work it paid for. That job’s invoice is on the request’s own page as well as in your Invoices list - see Two kinds of invoice.

My install was days ago and there is still no invoice for it. Why? An install is billed for the crew and the hours the job actually took, so we price it once those hours are confirmed - usually a few days after the job finishes, which on a multi-day install means a few days after the last day on site. Nothing is owed in the meantime, and the invoice appears on the request’s page as soon as we issue it. A will-call is different: it is priced the moment your crew signs at the dock, so that invoice comes straight away. A pickup we collected for you waits the longest, because it cannot be priced until the transport company sends us their bill for the trip. An install where your own install company bills you for the crew does not wait at all, because there is no crew bill coming to us. See The invoice for your install.

My install invoice is not the same as the estimate I was shown. Why? Two reasons, usually. The day ran longer or shorter than we expected, because an install is billed for the hours the crew is actually on site. And the invoice for an install also settles what your pieces already owed - their receiving and their last month of storage - which the estimate never covered, because it only ever described the install itself. See Your install estimate.

I hired my own install company and they bill me. What is on my Design Loft invoice? Our side of the job only, once you have told us: the warehouse pull for the pieces we took off the rack, anything else we did that day such as assembly or wrapping, a weekend callout if the day fell on one, and the settling up on the pieces that left us. There is no install labor line at all - not a zero, simply not on the invoice, because that crew’s time was never ours to bill. The estimate on the request changes to match, headed Estimated Design Loft charges for this install. See If your install company bills you directly.

Can I see what one project has cost me? Yes. Open Invoices and look at Spend by project, above the invoice list: every charge on every invoice you have, attributed to the job it was for, with a total per job and From / To months so you can scope it to the period you are billing. Every charge underneath is the same money line by line, which you can search, filter, group into subtotals, and export as a spreadsheet. Once you hold both a monthly statement and a job invoice, each job’s row also splits its total between the two, and the Invoice type filter on Every charge shows only what was new on a statement. See What each job has cost you.

Can I send my client a statement for their job only? Yes, two ways. For any stretch of months already billed, open Spend by project and select Statement on that job’s row: a PDF on our letterhead covering that job and nothing else, grouped by month and totalled, following whatever month window you set. See A statement for one job. And from now on, you can have every monthly statement arrive that way - see the next question.

Can my monthly statement come as one document per project? Yes. On Invoices, under Monthly Statements, select One statement per project. From the next month on, each job gets its own statement carrying only that job’s charges, ready to forward as it is, and the base fee and anything not tied to a job come on a small statement of their own. The total you pay is the same either way, automatic billing charges each statement on its own due date, and you can switch back to One statement for the account whenever you like. Account managers only. See One statement, or one per project.

My invoice covers three projects. Do I have to pick the lines apart myself? No. Open the invoice and its lines are grouped under the job each one was for, with a subtotal on every group, and the PDF you download is grouped the same way. See Line items are grouped by job.

My monthly statement lists a job I already paid an install invoice for. Am I being billed twice? No. When pieces leave on an install, the install’s own invoice settles them - their storage for the month they left, and their receiving if it had not been invoiced yet. The statement that follows carries only what that job still had with us, so the two add up rather than overlap. The Type column in your invoice list tells a Monthly statement from an Install, and when you open either one, a note under the job names the other invoice and what it carried for that job. See When a job is on two invoices.

What does “Account-level” mean on my invoice? It is money billed to your account rather than to one job: the flat monthly base storage fee, and anything on a piece that has not been assigned to a project. We keep it in its own bucket rather than sharing it across your jobs, so you never pass a cost to a client who does not owe it. Assign those pieces to a project and their charges follow the job as you save - the ones still to come, and the Account-level ones already on an invoice, which are re-filed under that job without the amount or the invoice total changing. Crate and pallet handling is the exception, because it belongs to the whole delivery rather than to a piece: if one of those lines is left under Account-level, tell us and we will file the delivery as well. See Account-level charges.

An invoice I already had has changed. Why? We corrected it - a box we re-measured, a charge on the wrong job, or a credit or discount we agreed with you. Until an invoice is paid in full, we correct it in place: it keeps its number, its lines and total are brought up to date, and nothing is charged for it until the correction is finished. If you had downloaded or forwarded the PDF, download it again. On an invoice you have paid part of, what you paid stays paid and the total never goes below it - anything more we owe you comes off your next invoice. An invoice you have paid in full never changes. See If we correct an invoice you already have.

An invoice I could see is no longer in my list. Occasionally a correction cannot be made on the invoice itself - for example when charges have to move from one statement to another - so we withdraw it while we put it right. Nothing is owed in the meantime, and the corrected invoice follows, sometimes under a new number. It never happens to an invoice you have already paid part or all of. If one disappears and nothing replaces it within a day or two, ask us. See If we withdraw an invoice to correct it.

A piece went back to its vendor and an invoice arrived straight away. What is it? The bill for collecting that piece: a per-piece Vendor return pull line for getting it off the rack and staged for the freight driver, plus the piece’s storage for the month it left and its receiving if that had not been invoiced yet. A return is priced the moment the driver signs, and it comes on a small invoice of its own rather than waiting for your monthly statement, so you can send it to the vendor along with your reimbursement claim - see Two kinds of invoice.

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.

Getting help

Can someone walk me through a page? Yes - that is our favorite kind of call. Ring 813-592-4532 with the page open on your screen and we will go through it with you, field by field, until it is submitted. Do the first one together and the next one takes you two minutes on your own. See Contact and support.

I cannot find where to do something. There is a page-by-page map of every request you can file, and where each one lives, in Contact and support. If it is not on that list, it is probably warehouse work rather than screen work - just ask us.

The portal itself

I clicked Submit twice. Did I file the same thing twice? No. As soon as you send a form the button locks and tells you it is submitting, so a second click has nothing to do. If the same request does reach us twice within a couple of minutes anyway, we keep the first one and ignore the repeat. A form that takes a few seconds is saving your request and sending the confirmations, so give it a moment rather than closing the tab - see Requesting a will-call.

Something in the portal is not working, or I have an idea for it. Send it through Portal Support in the sidebar - your report goes straight to the team that builds the portal, and you can follow the fix from the same page. For a problem with one of your items, open an issue instead.