Help center › Troubleshooting
For everyone
Something not working?
The common problems and what to do about each. If yours is not here, tap Help in the app and tell us.
Updated
Quick answers
| What you see | Why | What to do |
|---|---|---|
| I forgot my password | It happens. | On the sign-in page tap Forgot password?, type your email and tap Email me a link. No email? Ask your owner: Admin › Team › Password link. Owners locked out: email us. |
| "Too many failed attempts" | Several wrong passwords in a row lock the account for a short while, to keep it safe. | Wait 15 minutes and try again, or use Forgot password?. |
| An invite or password link does not work | Each link works once and lasts 7 days. | Ask your owner for a new one (Admin › Team). Owners: email us. |
| "Previews are busy right now" | Several previews are already being made for your company, or the AI service is busy. | Wait a minute and tap Show it on the window again. Keep measuring meanwhile. If it keeps happening, tell us. |
| "Your monthly previews are used up" | Your company used this month's preview allowance. | Keep measuring and quoting: only previews pause. Owners: check Admin › Usage and email us to add a preview pack. It resets on the 1st. |
| Website visitors get a quote form instead of a preview | Website previews are used up for the month, used too fast in one hour, or not on your plan. | Visitors can still send a quote request, so leads keep coming. Check Admin › Usage, and email us if you need more. |
| "AI previews: available on the Plus plan" | Your plan does not include AI previews. | Measure, quote and sign as usual. To add previews, see Add more. |
| The preview is slow, or "The preview took too long" | A preview takes 15 to 40 seconds, longer on weak signal. | Wait for it, and keep the app open. If it stops with a message, tap Show it on the window again. Move closer to the Wi-Fi if you can. |
| "This photo couldn't be used" | The photo was unclear, or the AI service would not use it. | Take a new photo in good light, straight on, with the whole window in view. |
| "Offline" at the top of the app | No signal or Wi-Fi. | Keep measuring. Saved leads wait on the phone and send by themselves later. See No signal. |
| A room has no price | No product is picked yet, or the office prices that window. | Tap Choose a product on that room. "Needs an office price": the owner prices it by hand. |
| "This HeadRail account is paused" | The account is paused for billing. | You can still view and export everything. The owner should email us. See Paused accounts. |
| The website widget does not show | Your website's address is missing from your allowed sites, or the code is not on the page. | See The widget does not show. |
| Something looks broken | A bug on our side. | Tap Help, say what you were doing and what happened, and tap Send to HeadRail. It tells us which page you were on. |
Before you write to us
- Reload the page.
- Check you have signal or Wi-Fi.
- Sign out and back in.
Still wrong? Tap Help in the app (the menu in HeadRail Field, the left bar or More in the CRM, the top of Admin), write what you were doing and what happened, and tap Send to HeadRail.
Never send us a customer's photo or card details by email. Tell us the customer's name and we find the record.
Talk to a person
Email admin@getheadrail.com. We reply within 1 business day.