Questions and answers
Getting about
Section titled “Getting about”I can’t see a page or button a colleague has
Section titled “I can’t see a page or button a colleague has”What you see depends on your permissions. Ask your administrator to check your role. See Users and permissions.
The words on my screen don’t match the help
Section titled “The words on my screen don’t match the help”Your company may have renamed things, for example Customers to “Accounts”. The help uses the standard names. See Renaming things.
Why was I signed out?
Section titled “Why was I signed out?”Either you weren’t active for a while, or your session was ended elsewhere, for example by a password change. Changes you hadn’t saved aren’t kept. See Signing in.
Can I use Customry One on a phone or tablet?
Section titled “Can I use Customry One on a phone or tablet?”Yes. It runs in the browser and fits smaller screens, with the main areas on a bar along the bottom. Picking on screen and booking in goods work well on a tablet or phone.
Two-step verification
Section titled “Two-step verification”Which authenticator app should I use?
Section titled “Which authenticator app should I use?”Any app that makes time-based codes works, such as Microsoft Authenticator, Google Authenticator, 1Password, Authy or Bitwarden. If you already use one for other accounts, use that. See Two-step verification.
My code by email hasn’t arrived
Section titled “My code by email hasn’t arrived”Give it a minute and check your junk or spam folder. Then select Send a new code: only the newest code works, for 10 minutes. You can ask for a few each hour. If none arrive, your company’s mail server may not be set up; ask your administrator.
My authenticator code is always wrong
Section titled “My authenticator code is always wrong”Codes depend on the time, so your phone’s clock must be right. Set the date and time to update automatically in your phone’s settings, then try the newest code. Each code also works only once, so wait for the next one if you’ve just used it. If it still fails, use a recovery code and set the app up again. See Switch method or phone.
Why haven’t the prices on an old quote changed?
Section titled “Why haven’t the prices on an old quote changed?”Prices stay as they were when the line was added, so a quote doesn’t change under the customer. To pick up changes to price lists and special prices, use More → Refresh prices… on the sale. It prices at the sale’s quote date, so a price that only starts after that date isn’t used; to price at today’s date, change the quote date first.
Why can’t I see cost and margin?
Section titled “Why can’t I see cost and margin?”Cost and margin need their own permission. Ask your administrator.
Can I delete a sale?
Section titled “Can I delete a sale?”Only an enquiry or quote that hasn’t been sent and has no revisions. Anything else is marked lost or cancelled instead, so there’s a record of it.
Someone else changed the order while I was editing it
Section titled “Someone else changed the order while I was editing it”Customry One won’t let your save overwrite theirs. Reload the sale to see their changes, then make yours again.
How do I see what the customer was actually sent?
Section titled “How do I see what the customer was actually sent?”Open the Revisions tab, or the Documents tab for the PDF exactly as it went. See Revisions.
Stock and despatch
Section titled “Stock and despatch”How is free stock worked out?
Section titled “How is free stock worked out?”Free stock is what’s on hand, less what’s allocated: to confirmed orders and not yet despatched, and to released works orders and not yet used. On order comes from placed purchase orders that haven’t been received yet. Despatch’s own Free stock on To despatch is on hand less what planned and picking deliveries will take; whether it also leaves what works orders still need is a Despatch setting. None of these is typed in: they’re worked out from real stock movements, orders and purchase orders, so they’re always up to date.
How do I send part of an order?
Section titled “How do I send part of an order?”Plan a delivery and untick lines or lower quantities. The rest stays to follow. See Part deliveries.
Why can’t I despatch this delivery?
Section titled “Why can’t I despatch this delivery?”There isn’t enough stock in the locations it’s picking from. Customry One lists what’s short. Book in the goods, adjust the stock, or change the quantities. Your company may allow despatching anyway, with a reason.
Invoicing
Section titled “Invoicing”Why isn’t this order in To invoice?
Section titled “Why isn’t this order in To invoice?”Normally an order appears once goods are despatched, or straight away for non-stock lines. If nothing has been despatched yet, there’s nothing to invoice, unless your company allows invoicing before despatch.
Can I change an issued invoice?
Section titled “Can I change an issued invoice?”No. Once issued, an invoice is fixed, so your records and your accounts always agree. Put mistakes right with a credit note. See Credit notes.
How do I bill a head office for its branches’ orders?
Section titled “How do I bill a head office for its branches’ orders?”Set the branch’s parent account and tick Invoice at parent account. See Head office billing.
What happens to a deposit when we invoice the order?
Section titled “What happens to a deposit when we invoice the order?”What was paid on the order’s proformas is taken off its invoice. See Proformas.
An invoice didn’t go into Sage
Section titled “An invoice didn’t go into Sage”It may have been held back because something wasn’t set up, such as a nominal code. Check Invoicing → Finance export: held-back items are listed with the reason, and go in the next batch once fixed.
My customer didn’t get the email
Section titled “My customer didn’t get the email”First check whether your company’s mail server is set up: if it isn’t, Customry One says so when you send, and nothing goes out. If it is, ask the customer to check their junk folder, and check the address on the document. See Sending documents.