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Account and support: questions and answers
Managing users, roles and teams, what onboarding and training you get, and how and when to reach QuoteCloud support.
27 questions
The short answer
QuoteCloud admins add users, assign roles and organise teams under Settings › Users & Roles. Essentials, Business and Enterprise include one free template conversion and a 45-minute training session. Essentials and Business get basic email support in AEST business hours with a 48-hour standard response; Enterprise includes premium 24×7 support, a dedicated account manager and a guaranteed 4-hour response SLA.
Users and sign-in
How do I add a new user to my QuoteCloud account?
Go to Settings › Users & Roles › Users, click Create New User, enter their details, team and role, and save to send an invitation.
Most asked
Full answer
Open Settings from the profile icon, then go to Users under Users & Roles and click Create New User. Enter the person's email address, first and last name, and optionally job title and phone numbers. Assign at least one team and one role, optionally choose a manager, and click Save. QuoteCloud emails an invitation; the user clicks Accept Invitation, completes their profile and creates a password. Until then they show as Unverified.
What if an invited user doesn't receive the QuoteCloud invitation?
Ask them to check spam and filters, confirm the email address, then resend the invitation from the Users page.
Full answer
Ask the person to check their spam or junk folder and any email filters, and confirm the address was entered correctly. A user whose invitation is still pending shows an Unverified status on the Users page, where an administrator can resend or send a new invitation. If it still does not arrive, a corporate mail filter may be blocking automated messages, so check with your IT team or contact QuoteCloud support.
How many users can I have in QuoteCloud?
The Free plan has one user; Starter, Essentials and Business are priced per user; Enterprise is custom.
Full answer
The Free plan is for one user. Starter, Essentials and Business are priced per user per month, so you add as many users as your team needs and pay for each one. Essentials and above also include unlimited sales teams and custom user roles. Enterprise has a custom user arrangement with flexible per-seat or per-document pricing. Clients who view or sign documents do not need a user licence.
How do I remove a user from QuoteCloud, and what happens to their documents?
Choose Delete User from the user's options menu and pick another user to take ownership of their documents.
Full answer
On the Users page, open the options menu beside the user and choose Delete User. You need a role with the User Controls permission to create, modify and delete users. If the person owns documents, QuoteCloud asks you to choose another user to take ownership, so nothing is lost. Deletion is permanent, so reassign any integrations they manage first, or change their role instead if you may need the account again.
How do I sign in to QuoteCloud?
Enter your work email, then sign in with a password, a Magic Link or 6-digit code by email, or a passkey.
Full answer
On the QuoteCloud login page, enter your registered work email and choose a sign-in method. Continue with Password uses your account password. Sign in with Magic Link emails you a secure link and a 6-digit code, and either one signs you in. Sign in with Passkey uses a registered device such as your phone or tablet, sometimes by scanning a QR code. You can pick a different method each time.
How do I reset my QuoteCloud password?
On the login page choose Continue with Password, then Forgot Password, and follow the reset email.
Full answer
On the login page click Continue with Password, then Forgot Password. Enter your registered email address and click Send password reset. Open the email, click Reset your password, enter and confirm a new password, then click Reset Password. Your quotes, proposals and templates are not affected. If you no longer have access to that email address, contact your account administrator or QuoteCloud support for help.
Roles, teams and managers
What is a user role in QuoteCloud, and what can it control?
A role is a set of permissions; custom roles control users, content libraries, settings, documents, contacts, campaigns, data and workflow.
Plan: Essentials and above Most asked
Full answer
A user role is a named set of permissions you assign to people. To create one, go to Settings › Users & Roles › Roles and click Create New Role. Toggles cover User Controls, Content Libraries, System Config, Document Controls (view, edit, delete, send documents and access the product catalogue), Address Book Controls, Campaign Controls, Import/Export Data and Workflow Controls. Custom user roles are available from the Essentials plan.
Can a user have more than one role or team?
Yes. A user can have several roles and teams, and receives every permission granted by any of their roles.
Full answer
Yes. Every user needs at least one team and one role, and you can assign more of each. When a user has several roles, QuoteCloud gives them every permission allowed by any of those roles. User Controls permissions can also be limited to a user's own team, so a team lead can manage their group's members without changing the rest of the organisation. Only users with the User Controls permission can manage roles.
What is a team in QuoteCloud, and how do I create one?
A team groups users for collaboration and visibility; create one under Settings › Users & Roles › Teams.
Plan: Essentials and above
Full answer
A role defines what a person can do; a team groups people for collaboration and controls what they see. To create one, go to Settings › Users & Roles › Teams, click Create New Team, enter a team name, an optional team reference and contact details, and save. Team settings include product catalogue restrictions, template restrictions, payment settings and shared document access. Unlimited sales teams are included from the Essentials plan.
Can team members see and edit each other's documents?
You choose per team: Full Access lets members view and edit team documents; Viewer Access lets them view only.
Full answer
Yes, if you allow it. Each team has a Shared Documents setting. Full Access lets team members view and edit all documents created by anyone in the same team, which suits collaborative quoting. Viewer Access lets them see all team documents without editing them. Only users with Team Controls permission can change the setting, under Settings › Users & Roles › Teams.
Can I control which templates and products each team uses?
Yes. Template Restrictions assigns templates to a team, and product categories can be restricted per team.
Full answer
Yes. In a team's settings, open Template Restrictions, turn on Assign templates to this team and add the templates that team should use; only that team's members can then use them, and only roles with the Document Templates permission can edit them. Product Catalog Restrictions work the same way for product categories, so each team only sees the products relevant to them when they quote.
What does assigning a manager to a user do?
Managers can approve their team members' documents when an approval workflow uses Managers of the Creator.
Plan: Business and above
Full answer
Assigning a manager links a user to one or more people who can approve their work. When an approval workflow uses the Managers of the Creator option, the assigned managers must approve the document before it moves forward. To assign or remove managers, open Settings › Users, click Edit beside the user, and update the Managers field. Approval workflow is part of the Business plan.
Onboarding and training
What onboarding is included with QuoteCloud?
Essentials, Business and Enterprise include one template converted free during your trial and a complimentary 45-minute training session.
Plan: Essentials and above Most asked
Full answer
On Essentials, Business and Enterprise, QuoteCloud converts one of your existing document templates free of charge during your 14-day trial, so your first quotes look like yours from day one, and includes a complimentary 45-minute virtual Q&A training session. Enterprise also includes implementation support for larger rollouts. The Free and Starter plans do not include template conversion or training.
What is the 45-minute training session?
A complimentary 45-minute virtual Q&A on Essentials, Business and Enterprise to set QuoteCloud up the way your team works.
Plan: Essentials and above
Full answer
It is a complimentary 45-minute virtual Q&A session included on Essentials, Business and Enterprise. Bring your questions, and the QuoteCloud team walks through setting QuoteCloud up the way your team works. To arrange it, start your trial and contact the team through the support contact page. Additional 60-minute sessions are available as a paid add-on, for example for new starters or template managers.
Can I get more training or more templates converted?
Yes. Additional 60-minute training sessions and additional template conversions are paid add-ons.
Plan: Paid add-on
Full answer
Yes. Additional 60-minute training sessions are available as a paid add-on whenever you need them, for example for new starters or for the people who manage your templates. Additional template conversions are also a paid add-on, billed per template: send the document you use today and the team rebuilds it as a QuoteCloud template. Prices are not published; contact the team for a quote.
How do I book my template conversion and training session?
Start your 14-day trial, then contact the team through www.quote.cloud/quotecloud-demo to arrange both.
Full answer
Start your free 14-day trial of Essentials or Business, with no credit card required, then contact the QuoteCloud team through the support contact page to arrange your template conversion and training session. If you would prefer to talk first, book a demo. For Enterprise, contact sales through the same channels to plan implementation support for your teams, templates and timeline.
What does implementation support on Enterprise include?
Enterprise includes implementation support for larger rollouts, with a dedicated account manager and premium 24×7 support.
Plan: Enterprise plan
Full answer
Enterprise includes implementation support for larger rollouts, together with a dedicated account manager and premium 24×7 support. The sales team plans the rollout with you based on your teams, templates and timeline. Enterprise also includes single sign-on, custom user reports, a custom URL and advanced security controls such as IP range filtering, and is priced per seat or per document.
Can QuoteCloud help connect it to our other systems?
Yes. Consultancy and integration setup for Zapier, custom APIs and other platforms is available; contact sales.
Full answer
Yes. Consultancy and integration setup is available for Zapier, custom APIs and other platforms; contact sales to scope the work. Zapier, Make.com and the QuoteCloud APIs are available from the Essentials plan, and native CRM and accounting integrations, such as Xero, QuickBooks, Salesforce, HubSpot and Pipedrive, from the Business plan. Enterprise also includes implementation support and a dedicated account manager.
What professional services does QuoteCloud offer?
Template conversion, training, Custom Branding setup, email service help, custom travel itineraries and integration consultancy.
Full answer
The QuoteCloud team can convert your existing document templates into QuoteCloud templates, run training sessions for your team, set up Custom Branding for fully white-labelled delivery, help you connect your own email service, create custom travel itineraries on commission, and provide consultancy and integration setup for Zapier, custom APIs and other platforms. Beyond the included first template conversion and 45-minute session, these are paid add-ons.
Support and contact
What support is included with my QuoteCloud plan?
Essentials and Business include basic email support in AEST business hours with a 48-hour standard response; Enterprise includes premium 24×7 support.
Most asked
Full answer
Essentials and Business include basic email support during AEST business hours, Monday to Friday, 9am to 5pm, with a standard response within 48 hours. Enterprise includes premium 24×7 support with a dedicated account manager. Premium 24×7 support with guaranteed SLAs is also available as a paid add-on. The plan comparison does not list email support for the Free and Starter plans, which rely on the self-service User Guide.
What are QuoteCloud's support hours, and in which time zone?
Standard support runs Monday to Friday, 9am to 5pm Australian Eastern Standard Time (AEST); Premium support is 24×7.
Full answer
Standard support hours are Monday to Friday, 9am to 5pm, Australian Eastern Standard Time (AEST), with a standard response within 48 hours. If your team works in another time zone, or you need help in the evening or at weekends, Premium support provides 24×7 coverage with guaranteed SLAs. It is a paid add-on and is included on Enterprise.
What does Premium support add?
Premium support adds 24×7 coverage with guaranteed SLAs; it is a paid add-on and is included on Enterprise.
Plan: Paid add-on
Full answer
Premium support gives you 24×7 coverage with guaranteed SLAs, so a question raised in the evening or over the weekend does not have to wait for AEST business hours. It is available as a paid add-on, and its price is not published, so talk to the sales team about your plan and team size. On Enterprise, premium support comes with a dedicated account manager and a guaranteed 4-hour response SLA.
Do I get a dedicated account manager?
On Enterprise, yes: a dedicated account manager with priority channels, quarterly strategy reviews and a 4-hour response SLA.
Plan: Enterprise plan
Full answer
Yes, on Enterprise. Enterprise includes a dedicated account manager, priority support channels, 24×7 coverage, quarterly strategy reviews and a guaranteed 4-hour response SLA. In the quarterly reviews your account manager looks at how QuoteCloud is working for your team, such as adoption across your users, your templates, workflows and integrations, and what to focus on next.
How do I contact QuoteCloud support?
Use www.quote.cloud/quotecloud-demo, or create a support request from the message icon inside QuoteCloud.
Full answer
Use the contact page at www.quote.cloud/quotecloud-demo to reach the support team. Inside QuoteCloud, click the message icon at the top right to open the support panel, then Create Support Request: add a title, a detailed description, an issue type and, if needed, a priority, and click Create Ticket. Ticket History shows each request's status, assigned agent and updates. Enterprise customers also have priority channels and a dedicated account manager.
How can I check whether QuoteCloud is having a service problem?
Open the Help menu (question mark icon) and choose System Status.
Full answer
Click the question mark icon at the top right of QuoteCloud to open the Help menu, then choose System Status. The System Status page shows the current operational status of QuoteCloud services, including availability and any outages. If the status page shows no problem but something is not working for you, create a support request from the support panel with the details and any error messages.
Self-help resources
Where can I find answers myself, at any hour?
The QuoteCloud User Guide has hundreds of step-by-step guides, plus a Getting Started video, templates, Insights and the Change Log.
Full answer
The QuoteCloud User Guide at support.quote.cloud has hundreds of step-by-step guides, each with its own FAQs, covering areas such as users and roles, billing, company settings, the dashboard, the document editor and price tables. There is also a Getting Started video, ready-made templates for a quick start, QuoteCloud Insights articles and the Change Log. Inside the app, the Help menu opens the Help Center.
Is there a QuoteCloud community forum or product roadmap?
Yes. The Help menu links to the Community Forums and the product roadmap, and the Change Log lists what is new.
Full answer
Yes. Click the help icon at the top right of QuoteCloud and choose Forums to open the Community Forums, where you can join discussions, ask questions and learn from other users. The same menu has See Roadmap, which opens the product roadmap of upcoming features and planned improvements.
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