General

I have questions, who do I contact?

You can find all of our contact information by clicking "Support" and then "Contact Support" in the menu. Our Phone and Email details are on that page. We try to respond to all questions within 1 business day.

I think I found a bug, how do I report it?

Please contact support to report any bugs or errors you encounter.

Do you have an Apple or Android app?

The ProjX360 Management Solution does not need a specific mobile app as it has been built in responsive design and should format appropriately for your devices browser.

We do have an app available for your ProjX360 environment to add additional features to the time tracking and access to your environment without having to log in each time. Search your device store for "ProjX360" to find our free app.

I've watched the videos, and I still have questions, what now?

Contact This email address is being protected from spambots. You need JavaScript enabled to view it. or give us a call and we'll be happy to get your questions answered or setup an online meeting.

Billing

How much are additional users?

Annual: Additional users are billed at your original contract rate for as long as your account is in good standing. So if you signed up for the annual plan at $29/User your additional users will be $29/ea as long as you keep your account in good standing even if we raised the price to $39/ea for new subscribers.

Month to Month: Price per user is for 1 month at a time, if prices go up so will yours.

Do you accept checks?

At this time we do not accept any payments other than credit card online.

If you have a special situation and can only pay with a Check or alternate method, please contact us and we'll see what we can do.

I got a notice my card was expiring, how do I update it?

Contact This email address is being protected from spambots. You need JavaScript enabled to view it. and we can update your recurring billing with a new card.

I received an email that my account is past due, what do I do?

Your monthly billing has failed and you will need to update payment methods to retry.

  • We retry to bill to eliminate any network / merchant problems. We have already retried and it is still failing.
  • Your card may have failed for any number of reasons. We are not given the exact reason, only that it has failed.
  • Accounts that have been marked Past Due for 10 days may have access restricted until brought current.
  • Accounts that have been marked Past Due for 30 days may be terminated and sent to collections.
  • We will make every effort to contact you before taking any action.

You can contact us if you are having trouble and we are happy to help get things back on track.

How do I cancel my Account?

We are sorry to see you go, please contact us to cancel your account.

Due to the sensitive nature of the data in your environment we do not offer an automated way to remove your account.

User Management

How do I add Users?

Please contact This email address is being protected from spambots. You need JavaScript enabled to view it. and we will be glad to help..

We bill immediately for the additional user at your current contract rate, and change your monthly recurring billing to add the additional user.

You will then be able to add the additional user in your ProjX360 environment once we have made those adjustments to your account.

How do I remove a license?

To remove a license, you must first disable the employee(s) in your ProjX360 environment to bring your license count down to your new need. For example:

You are paying for 12 licenses and have 12 employees active in your ProjX360 environment. Y now only need 10 employees in the system and therefore do not need to pay for 12 licenses any longer. You will need to go into your employees list and disable 2 employees to bring your total active licenses to 10. Once you have completed that you can contact This email address is being protected from spambots. You need JavaScript enabled to view it. to adjust your license count to 10. Your following billing cycle will be adjusted to only 10 users.

Technical

What web browser do you recommend?

We have made every effort to support the current versions of all the major browsers, but sometimes there are compatibility issues with some of the technology we use in ProjX360. So we recommend Google's Chrome browser for the most robust experience.

If you are using another browser and experience issues, please contact support and let us know which browser, version, operating system and the issue so we can investigate and correct if possible.

I received a notice saying my Cloud Storage was full or nearing full, what do I do?

Our system will send out a notice when your allotted storage is getting close to full or is full. This is the storage that your "Attached Files" are using in your environment, and not your project data etc.

A few suggestions to clear up space:

  • Go through your projects and remove any old or outdated files you do not need.
  • Download and resize photos, then upload them back into the project and remove the originals.[This is usually the largest space saving step. Images straight out of your cameras might be 2-8Mb each, while resized images are usually less than 1mb each.
  • Move larger files to an off-site Cloud Storage. You can then edit the project and put the link to the cloud storage to maintain the association of files to the project.
  • On completed/archived projects, you can remove files no longer needed, or move them to an off-site cloud storage.

You can also purchase more space if needed. Please visit our Pricing Page. Contact support if you would like to add additional storage.

I changed a security setting for a user but he still can't see the change, why?

Have the user log out and back in, the change should take effect.

I sent an email to myself from ProjX360 and I didn't get it, why?

Internet Email is one of the most filtered items on the Internet, and because of that there are many reasons an email may not reach your inbox. We have made every effort to ensure our system generated emails score as low as possible in SPAM Filters, but sometimes they do still get caught up.

  • Make sure you're email address is spelled correctly.
  • Check your spam folders and add our emails to your whitelist.
  • Contact your Internet Service Provider and ask them to whitelist our emails.

I scheduled a WorkOrder and its not showing in Projects Calendar, why?

Currently WorkOrders are tied to the Service Calendar.

We are working on a new Project WorkOrder that will allow you to manage additional Non-Service WorkOrders associated with a project. We will announce when that feature is available.

Why did my projects move into the "Out of Warranty" status overnight?

Projects with a Warranty Ends date that is before the nightly processes are moved from their current status to "Out of Warranty" automatically so you do not have to move those projects by hand as they expire.

If you would not like your projects to update, set the Warranty Ends date to blank and it will no longer be moved.

How can I schedule a team for an entire date range?

Currently Employee Scheduling allows you to schedule one Employee at a time.

We are working on an enhancement to facilitate "Project Scheduling".

This will allow you Add a calendar item for a Project and Phase, and in that workflow set a date range, times, and multiple employees to schedule them for that block of time in one step.

We will announce when this is available

How can I delete a Project?

Due to the way our system ties a Project to most all data entry points, deleting a one destroys all of the associated data and is not recoverable.

At this time you cannot delete a project. We recommend "Recycling" a project if you made one in error or while testing. Just go in and change the information to match the next project you setup.

With that said, we will be adding a "Delete Project" option in a future release with the understanding that all of the associated data (Time, Service, Schedules, Documents, Photos, etc...) will be lost when removing one.

I'm having trouble uploading certain items

One of the biggest reasons for this is invalid file names or bad characters in the file name or folder name you're trying to upload into.

First try renaming the file to just letters and numbers with an extension. eg: rackphoto83.jpg,

Make sure the file is not over 200Mb in size or combination of files exceeding 200Mb in one upload

If uploading multiple files, make sure you're uploading less than 50 at a time

If you continue to have problems, please contact us and we'll investigate

We're not in the USA, how can we change the phone format?

Click "ProjX360 Settings" and then "Site Configuration" in your ProjX360 environment. Look for the "Phone Input Formatting" and change to Australia or None to remove the formatting all together.

How can I find my QuickBooks ID?

For Quickbooks (Desktop) 2006-2014

To get your QuickBooks Company ID (also known as Company Create Time), you need to first open up QuickBooks, go to File > Utilities > Export > Timer Lists.

Save the IIF file, and open it up with any text editor (such as Notepad for Windows or TextEdit for Mac).

Look for the company create time number, which should appear similar to 123456789. Enter that number into ProjX360 Settings to allow exported Timesheeets to import into your QuickBooks properly.