Frequently asked questions
Short answers to what people ask most, with a link to the page that explains the details.
Signing in and your account
I forgot my password.
On the sign-in page, press "Forgot your password?" and enter your e-mail. You'll get a link to choose a new password. The link works once and for a limited time. See Signing in and security.
I didn't get the invitation e-mail.
Look in your spam folder. If it isn't there, ask your company admin to resend the invitation from Settings → Users; the link has an expiry time.
I lost the phone with my authenticator app.
Use one of the recovery codes you saved when you turned on two-factor sign-in. If you don't have them, ask your company admin to reset two-factor sign-in for your account, then set it up again. See Signing in and security.
Why was I signed out?
The CRM signs you out after a period without use to protect your data, when your session is ended from another device, or when your password expires under your company's policy. Sign in again and carry on.
How do I change the language?
With the language button in the top bar, or in your profile. Screens, messages and notifications switch to the language you choose.
Leads and sales
I can't see a lead a colleague says exists.
Each person sees what their role allows: agents see their own leads and the pool, team leaders their team's, managers everything. Ask your manager, or see Roles and access.
I added a lead and got a "duplicate" message.
The CRM checks the phone number so two agents don't work on the same person. Open the existing lead instead of adding a copy. See Leads.
How do Facebook and WhatsApp leads arrive automatically?
Your company admin connects the CRM to Facebook and Instagram lead forms, to WhatsApp through ExceliaBOT, and to your website. See Integrations and API.
Who approves the discount I give a client?
It depends on the approval steps your company set for each kind of request. Follow your request on the deal page and in Approvals.
Phone and notifications
Notifications don't reach my phone.
- On iPhone, first install the app on the home screen (Share → Add to Home Screen) and open it from there.
- In your profile, under "Notifications on this device", press "Turn on" and allow them when the browser asks.
- Press "Send a test" to check.
Details in The app on your phone.
Does it work without internet?
Screens open quickly and a "No connection" message appears, but nothing can be saved until you're back online, so data never differs between devices.
For admins
Our data is in Excel files. How do we move it?
With Importing from Excel: leads, clients, units and existing contracts with their installments, payments and cheques, with a preview before saving and an undo within 7 days.
Someone asked us to delete their data.
In Settings → Privacy, find them, then export or erase their data. Records tied to contracts are kept until the legal retention period ends. See Privacy and data protection.
How do I see who changed something?
Every change is recorded in the Audit log with who made it and when.
Didn't find your answer?
Search the guide with the Search box at the top of the page, or contact your company's CRM admin.