Troubleshoot quotes

Quotes can usually be fixed by checking the quote details, required fields, item quantities and prices, and the wording used in follow-up emails. Use the guidance below before asking an administrator for help.

Common problems

• Create Quote is missing, or the quote opens as view-only: your account may not have permission to create or change quotes. Quote changes are available to managers and administrators. Crew members can view quotes but cannot edit them.
• A quote appears to be missing from the list: the list initially shows your own quotes for non-administrator users. An administrator can see all quotes and help confirm ownership.
• A quote link or PDF does not show the latest information: open the quote, select Edit, save the changes, and then use PDF again. Saving changes increases the revision number but does not email the customer.
• You cannot change another person’s quote: only the quote owner or an administrator can change, send, or delete it. An administrator can duplicate another person’s quote; the duplicate becomes a new draft owned by the person who created it.
• A draft was saved but is incomplete: this is expected. A draft needs only a selected client, so you can return to Edit and complete the remaining details before sending.
• Uploaded photos or attachments prevent saving: wait until all uploads finish, then try again. The form shows an error if you try to save or send while uploads are still in progress.

Quotes that cannot be saved

First check the section named in the error message. The most common requirements are:

• A quote must have a client, contact name, contact email, title, date, and expiry date before it can be sent.
• Every price item needs a heading. Text items, such as scope or methodology notes, may have no heading.
• Prices and quantities cannot be negative.
• Assumption or text-item content cannot be blank when you send the quote.
• Any terms link must be a valid web address, or left blank.
• Photos and attachments must use supported, valid links. An attachment cannot exceed 100 MB.
• The contact email must be valid, and names, titles, headings, and other text must not exceed the limits accepted by the form.

If you only need to keep your work in progress, select Save draft after choosing a client. Complete the missing fields later, then use Preview to find any remaining problems before selecting Send quote. If you are editing an existing quote, Save changes checks the complete quote; Save draft requires only the client.

A quote that has already been sent will not be emailed again if you accidentally retry the same send action. If the customer needs a revised copy, use Save & resend instead. An accepted or declined quote cannot be resent.

Incorrect quote calculations or assumptions

Check each price item’s unit price, quantity, optional setting, and GST rate. The calculation is applied per price item:

• line amount = unit price × quantity
• GST = line amount × that item’s GST rate
• total = all price-item line amounts plus all item GST amounts

Text items are excluded from the calculation. A missing GST rate defaults to 15%; new price items also default to 15%. A GST rate of 0% makes that item GST-exempt. Prices and quantities of zero are allowed.

Review optional items carefully. Optional choices are shown to the customer and are included in the accepted total according to the options the customer selects. Text items and assumptions explain scope or conditions; they do not add to the total by themselves.

To correct an assumption, open the quote and select Edit. Review Items and Text items (scopes & methodologies), then use Preview to compare the customer-facing wording and total. If the quote was already sent, use Save changes for an internal correction without emailing, or Save & resend when the customer must receive the updated quote. The standard expiry date for a new quote is three months after the quote date, unless you change it.

When starting a quote, a full quote template seeds sections, items, assumptions, terms, and the assumptions heading. You can still edit all seeded content. Item templates provide reusable sections and price items, while text item templates provide reusable scope or methodology text. If a template appears to contain an old price or assumption, check the template itself before using it again.

Email template problems

Open Quote Email Templates to review the wording used for follow-up messages. The editable parts are:

• Subject
• Message
• Sign-off

The View your quote button is always inserted between the message and sign-off and cannot be removed. This ensures the customer receives a link even when the wording is changed.

Use the displayed placeholders by selecting them to copy. Available placeholders include the customer name, customer first name, quote number, quote title, quote link, expiry date, your name, and company name. In the preview, sample details are used; a real email uses the details from the quote. If you type an unknown placeholder, it remains visible rather than being silently replaced, so remove or correct it before saving.

A subject is required. The subject can contain up to 200 characters; the message and sign-off can each contain up to 5,000 characters. If Save template does not work, check that the subject is not blank and that the text is within those limits.

Your personal wording takes priority over the company default. If you have not saved personal wording, the company default is used; if no company default exists, the built-in wording is used. Select Reset to company default to remove your personal wording and return to the company version. Only administrators can edit Company default. Other users can view the wording they inherit but cannot change it.

If a follow-up cannot be sent, check that the quote is still awaiting the customer’s response. Follow-ups are available for quotes marked sent, viewed, or expired. They are not available for drafts, accepted quotes, or declined quotes. Also confirm that the contact name and email are present and valid.

When to contact an administrator

Contact an administrator when:

• you need permission to create, edit, send, delete, or resend a quote;
• the quote belongs to another user and needs correction;
• you need to change the company-wide follow-up email wording;
• a quote is accepted or declined but must be resent;
• totals still look wrong after checking every price, quantity, and GST rate;
• a quote, customer, attachment, or template is missing for several users; or
• saving continues to fail after you have corrected the fields and waited for uploads to finish.

When reporting a problem, include the quote number, the action you were attempting, the exact message shown, and whether the issue affects one quote or every quote. Do not include customer passwords or private access links.