Troubleshooting

Most problems come down to the wrong email address, an email caught by a filter, or a link your workplace blocks. Start here.

I can’t sign in

• Use the email address we added you with. If you use Microsoft or Google, pick the account with that address.
• If you chose Email me a sign-in link, the link works once and expires after 15 minutes. Ask for a new one.
• If you see an error page after choosing Microsoft or Google, the address you picked is probably not the one we added. Go back and try again, or ask us which address we have.
• Not sure which address we added? Tell us and we’ll check.

More on signing in.

The sign-in email didn’t arrive

We only send a link to an address we’ve added, so first check you typed the right one. Then look in:

• spam or junk
• the Promotions or Updates tabs
• Focused Inbox or the Other tab
• mail rules or filters
• your company’s quarantine or security portal

Still nothing? Ask your IT team to allow the addresses below, or ask us to sort it another way.

For your IT team

Please allow email from:

• noreply@qualls.co, for sign-in links, welcome emails and notifications.
• The qualls.co domain and its subdomains, which includes our invoice emails.

Invoice emails carry links and sometimes a PDF attachment, so please don’t strip either.

If QOS links are blocked, please allow these websites:

• qos.qualls.co is QOS itself.
• qual.ls is our short-link address, used for invoices and QR codes.
• help.qualls.co is these help pages.

Paying an invoice by card opens a Square checkout page, so that needs to be reachable too. Briefs, review decks and final art use Google Docs, Google Slides and Dropbox.

I can’t turn notifications on

• On an iPhone, add QOS to the Home Screen first, then open it from the icon and try again. See Install QOS on your phone.
• On Android or a computer, check your browser’s notification settings for the QOS site. If QOS says notifications are blocked, allow them there, then turn them on again.
• If it says notifications aren’t supported, try a different or newer browser.

I turned notifications on, but nothing arrives

1. Check the update itself is switched on under Account settings, then Notifications. Nothing is sent until you do.
2. Check your phone or browser allows notifications for QOS.
3. Choose Send test push. If it says no devices were reached, choose Enable notifications on this device again.
4. On a phone, open QOS from its Home Screen icon.
5. Check that Focus, Do Not Disturb or a notification summary isn’t hiding alerts.

A document, file or upload link won’t open

• Check you’re signed in to the right Google or Dropbox account.
• Try your main browser.
• If your workplace blocks file-sharing sites, ask IT to allow the link.
• If the link itself looks wrong or has stopped working, tell us the job number.

I can’t open an invoice

• Use the newest invoice email if you’ve been sent more than one.
• Type the 6-digit PIN from the same email as the link, exactly as shown.
• After several wrong PINs the link locks for about half an hour. Wait, then try again.
• If it says it can’t find the invoice, or the link is no longer valid, get in touch with the invoice number.

More in Invoices and payments.

Something is missing

You might not see every area of QOS. What you can see depends on your account. If you expected Billing, Retainer, the Log or an update in Notifications and it isn’t there, ask us and we’ll check your access.

QOS looks out of date

If you see Update available, choose Reload. If it still looks wrong, close QOS completely and open it again. If that doesn’t help, sign out and sign in.

Still stuck on signing in

If Microsoft, Google and the emailed link all fail, ask us for a PIN sign-in. It’s a temporary back-up while we sort out the main way in.

Before you write to us

Email support@qualls.co and tell us:

• the email address you use to sign in
• your device and browser
• a screenshot of the error or what’s missing
• the project number, invoice number or link you were trying to open
• whether you’re on a work network, a VPN or your own connection

More on getting help.