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apptricity-customer-support.html
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apptricity-customer-support.html
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<!DOCTYPE html>
<html lang="en">
<head>
<meta charset="utf-8">
<meta http-equiv="X-UA-Compatible" content="IE=edge">
<meta name="viewport" content="width=device-width, initial-scale=1">
<title>Apptricity customer support for Spend Management and Supply Chain Execution software solutions rated superior by Dunn and Bradstreet</title>
<link rel="icon" type="image/png" href="img/icons/icon-FAV-apptricity.png">
<!-- HEAD LEVEL CSS GROPUING -->
<!--#include virtual="includes/head-css.html" -->
</head>
<body>
<!-- HEADER -->
<!--#include virtual="includes/header.html" -->
<!--breadcrumbs-->
<div class="breadcrumb-wrap">
<div class="container">
<div class="row">
<div class="col-sm-6">
<h4>Customer Support</h4>
</div>
<div class="col-sm-6 hidden-xs text-right">
<ol class="breadcrumb">
<li><a href="index.html">Home</a></li>
<li>Customer Support</li>
</ol>
</div>
</div>
</div>
</div>
<!--breadcrumbs-->
<div class="divide80"></div>
<div class="container">
<div class="row">
<div class="col-md-12">
<div class="center-heading">
<h2>Customer Support</h2>
<span class="center-line"></span>
<h4 align="left">Mobile Application Support:</h4>
<p align="left">If you are a Systems Administrator for Apptricity solutions and you need customer support for Apptricity Mobile for Expense Management or other mobile solutions, please contact us via e-mail below or by phone at 800.693.2193, toll free. Individual users should contact their company’s internal help desk or Systems Administrator for Apptricity.</p>
<h4 align="left">Personalized Support: </h4>
<p align="left">In a world of voice recordings and endless online searches, Apptricity stands apart for its personalized and prompt support. Our customers rave about our service. It’s one of the reasons they continue to scale with Apptricity solutions – they appreciate the dedication we show toward their business.</p>
<h4 align="left">Professional Services: </h4>
<p align="left">We provide this service to customers who have special processes that are unique to their business. We can assist with scoping, development and implementation.</p>
</div><!--center-heading-->
</div>
</div>
<div class="divide30"></div>
<div class="row">
<div class="col-md-12">
<div class="panel-group" id="accordion">
<h4 align="left">Frequently Asked Questions</h4>
<p align="left">Get answers to common questions in our FAQ section.</p>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapseOne">What do I do when I forget my password?</a>
</h4>
</div>
<div id="collapseOne" class="panel-collapse collapse in">
<div class="panel-body">
<ol>
<li>Press Click Here link next to ‘Forgotten Password?’ below Login button</li>
<li>Enter your User ID in the “Enter Your User ID” field and click Submit</li>
<li>You will receive an email with your temporary password.</li>
<li>Follow prompts to reset your password</li>
</ol>
</div>
</div>
</div>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapseTwo">What do I do when I receive a “Connection Error” when attempting to login on a Mobile device?</a>
</h4>
</div>
<div id="collapseTwo" class="panel-collapse collapse">
<div class="panel-body">
<ol>
<li>Select Configuration from Login screen of Mobile App</li>
<li>Confirm that the URL is in the correct format: https://company.apptricityondemand.com/Company. This is typically the same URL you would use when accessing the Apptricity application from a browser, but only the part BEFORE the 4th “/”.</li>
</ol>
</div>
</div>
</div>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapseThree">How do I update my personal information including ACH information?</a>
</h4>
</div>
<div id="collapseThree" class="panel-collapse collapse">
<div class="panel-body">
<ol>
<li>From the top right corner of the screen hover your pointer over your Name</li>
<li>Select My Profile from the menu</li>
<li>From this screen you can update your User Information, Addresses/Phone Numbers and ACH information</li>
</ol>
</div>
</div>
</div>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapse4">How do I change my password?</a>
</h4>
</div>
<div id="collapse4" class="panel-collapse collapse">
<div class="panel-body">
<ol>
<li>From the top right corner of the screen hover your pointer over your Name</li>
<li>Select Change My Password</li>
<li>You will be presented with a pop up window which will allow you to change your password.</li>
</ol>
</div>
</div>
</div>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapse5">Why am I not receiving email notifications?</a>
</h4>
</div>
<div id="collapse5" class="panel-collapse collapse">
<div class="panel-body">
<ol>
<li>You may need to first check your email address under your User profile to be sure that it has the correct value.</li>
<li>Verify that the email notifications are not going into your Junk/Spam folder.</li>
<li>Verify that your company has “white-listed” emails from our servers and they are not being filtered out at your company’s email server.</li>
</ol>
</div>
</div>
</div>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapse6">My credit card transactions have not loaded into the Apptricity application.</a>
</h4>
</div>
<div id="collapse6" class="panel-collapse collapse">
<div class="panel-body">
<ol>
<li>Are the transactions posted to the “Corporate” credit card account?</li>
<ol type="a">
<li>Transactions to the account typically only take a day or two to post to your credit card account, but in some circumstances they can take longer to appear. If the transactions have not been posted to the account, then the data for those transactions will not have been sent to Apptricity yet.</li>
</ol>
<li>If the transactions are already posted to the account, then what is the “Post Date” of the transactions?</li>
<ol type="a">
<li>Once the transactions have been posted to the account, they are sent to Apptricity typically within 2 days of that post date. Depending on timing when the files are sent to Apptricity, then processed/loaded into Apptricity, this CAN possibly take up to a 3rd day.</li>
</ol>
<li>Did the transactions post more than 3 days prior?
<ol type="a">
<li>Contact your system administrator to have them work with Apptricity to find out if there have been any interruptions in the file transmissions or processing.</li>
</ol>
</ol>
</div>
</div>
</div>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapse7">Why am I getting a “blank” page when I login using Internet Explorer?</a>
</h4>
</div>
<div id="collapse7" class="panel-collapse collapse">
<div class="panel-body">
<ol>
<li>Some of the newer versions of IE are not compatible with Apptricity with the default settings. To remedy this, follow these steps:</li>
<ol type="a">
<li>Access the Tools menu option in IE.</li>
<li>Select the Compatibility View Settings menu option.</li>
<li>Add the Apptricity address to the list.</li>
<li>Refresh your browser.</li>
</ol>
<li>Additionally, try accessing the Apptricity application using another Internet Browser such as Google Chrome or Fire Fox.</li>
<li>Contact your system administrator to have your Roles and Permissions verified from within the Apptricity application.</li>
</ol>
</div>
</div>
</div>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapse8">I cannot drag and drop my receipts on to an expense.</a>
</h4>
</div>
<div id="collapse8" class="panel-collapse collapse">
<div class="panel-body">
<ol>
<li>In Internet Explorer (IE), you must click the image, and then wait for IE to place a blue outline around the image. You can then click on that blue border and drag and drop the image.</li>
</ol>
</div>
</div>
</div>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapse9">What does the message “Login Failed. User is not configured to log in.” mean?</a>
</h4>
</div>
<div id="collapse9" class="panel-collapse collapse">
<div class="panel-body">
<ol>
<li>This message indicates that you do not have a user record setup in the application that permits you to login. Follow your organization’s procedure for requesting access to the application.</li>
</ol>
</div>
</div>
</div>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapse10">What should I do if I get the message “System Temporarily Unavailable?”</a>
</h4>
</div>
<div id="collapse10" class="panel-collapse collapse">
<div class="panel-body">
<ol>
<li>First check with your System Administrator to determine if it is a system-wide problem.</li>
<li>Your system administrator for the application may need to contact Apptricity to further investigate.dpuf</li>
</ol>
</div>
</div>
</div>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapse11">How can I change the number of login attempts before a user is “locked-out”</a>
</h4>
</div>
<div id="collapse11" class="panel-collapse collapse">
<div class="panel-body">
<ol>
<li>Password login attempts are defined in the Reference Tables in the login.attempt.limit parameter.</li>
<ol type="a">
<li>Click Expense > Administration > Reference Tables > Core > Application Parameters.</li>
<li>Scroll to the login.limit.attempt parameter and click it.</li>
<li>Change the Param Value to the number you want to use.</li>
<li>Click Update.</li>
</ol>
</ol>
</div>
</div>
</div>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapse12">How can I change the number of days between forced password changes?</a>
</h4>
</div>
<div id="collapse12" class="panel-collapse collapse">
<div class="panel-body">
<ol>
<li>Password changes are defined in the Reference Tables in the password.expiration.days parameter.</li>
<ol type="a">
<li>Click Expense > Administration > Reference Tables > Core > Application Parameters.</li>
<li>Scroll to the password.expiration.days parameter and click it.</li>
<li>Change the Param Value to the number of days you want to use.</li>
<li>Click Update.</li>
</ol>
</ol>
</div>
</div>
</div>
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">
<a data-toggle="collapse" data-parent="#accordion" href="#collapse13">How can I change the limit on reusing passwords?</a>
</h4>
</div>
<div id="collapse13" class="panel-collapse collapse">
<div class="panel-body">
<ol>
<li>The Password No Last Three limit is defined in the Reference Tables password.repeat.limit parameter.</li>
<ol type="a">
<li>Click Expense > Administration > Reference Tables > Core > Application Parameters.</li>
<li>Scroll to the password.repeat.limit parameter and click it.</li>
<li>Change the Param Value to the new number you want to enforce.</li>
<li>Click Update.</li>
</ol>
</ol>
</div>
</div>
</div>
</div>
</div><!--collapse col-->
</div>
</div>
</div>
<!-- FOOTER -->
<!--#include file="includes/footer.html" -->
<!-- SCRIPTS AND PLUGINS -->
<!--#include file="includes/scripts-and-plugins.html" -->
</body>
</html>