FAQ and Troubleshooting

I can’t log in

If you’ve just created your account with the invite link, you may still be pending the Admin’s approval: until then, access is blocked. Ask the Admin to approve you from Team › Users.

If instead the account is already active, check your email and password. For security, after 5 failed attempts a 30-second lockout kicks in: wait and try again. If you’ve forgotten your password, reset it (see the next question).

I forgot my password / what requirements must it meet?

On the login page click “Forgot password?”: you’ll receive an email with a link to set a new one. The password must have at least 8 characters, with one uppercase letter, one lowercase letter and one number. You’ll find the full procedure in Password Recovery.

I’m not getting notifications

Check two things:

• On your device: enable push notifications in Settings › Notifications and grant permission when the browser or phone asks. Without that permission, push notifications can’t reach you.
• At the agency level: the Admin decides which events generate a notification and to whom, from Admin › Notifications. If an event doesn’t list you as a recipient, you won’t receive it.

For details see Push and Email Notifications.

A card payment isn’t showing as recorded

Card collections come from Stripe and are usually matched automatically to the right payment. When the app can’t match them with certainty (for example the name or amount doesn’t line up), the payment lands in the reconciliation queue. Go to Payments › Reconciliation and resolve it manually, assigning it to the correct client and installment. See The Reconciliation Queue.

I see a “Reversed” badge on a collection

The Reversed badge means that Stripe collection was refunded or disputed by the cardholder (dispute/chargeback). The reversed amount is excluded from the collection totals. If a linked commission had already been paid, the app flags it for recovery, without touching it automatically.

I don’t see a button I expect

Almost always it’s a matter of permissions. Many actions (marking payments, creating or editing clients, managing trials, and so on) are tied to permissions on your profile. If a button doesn’t appear, ask the Admin to enable the corresponding permission on your card under Team. See Roles and Permissions.

I’ve reached my plan’s limit

Each plan has a limit on users and clients. If you try to add more than the limit, the app prevents it. You can free up space or move to a higher plan. See the plan limits in Subscription Plans.

How do I see whether and how much the client read the contract?

On the Contracts page, under Opened, Signed and Abandoned, or on the Contracts card of the lead’s or client’s record, press N openings: the history opens, with the device, location, date and time and reading time of every opening, page by page. The button appears after the first opening. To check the contract yourself use Open PDF: opening the signing link counts as an opening by the client. See the opening history.

Where do I find cancelled, expired or abandoned contracts?

On the Contracts page, in the Abandoned tab: Sent and Opened only show contracts still waiting for the client. The badge says why a contract is there: Cancelled, Expired or Abandoned, if someone pressed Abandon. An abandoned contract can still be signed, and Restore brings it back if it has not expired. See Abandoning and restoring a contract.

I don’t see the Results tab on the client page

The tab appears only if the client has a connected GoHighLevel sub-account. If you see it with a lock, your plan does not include it: you need the Professional plan or higher. If it opens but says “No numbers set up yet”, an admin still has to build and save the numbers model in Admin › Integrations › Calendars › Results numbers. See The Results tab.

Why is a number in the Results tab different from GoHighLevel?

Usually for one of these reasons: SalesControl recalculates with the current tags only the last 30 days, older days stay as they were (GHL always counts with today’s tags); days are counted in the agency’s time zone; the number may use a date, calendars or statuses different from the GHL widget; today may be a calculation from a few minutes ago (press Refresh). See The Results tab.

The card says “History being built”

It is normal after the sub-account is connected or after a model save that adds a number or changes its calculation: SalesControl is rebuilding the last 400 days in the background, and the percentage shows how far along it is. Meanwhile the number is calculated live from GoHighLevel, so it is right but slower. You don’t need to do anything.

I have used up the saves of the results numbers model

The agency has a single model of numbers (up to 12) and can save it 3 times a month with numbers added, removed or with a changed calculation: each save uses one, even if it changes several numbers at once. The name, order and visibility of the numbers can always be changed without using a save; there is no longer a creations limit. Saves reset by themselves on the 1st of the month (in the agency’s time zone): once this month’s are used up, try again from the 1st of next month or write to SalesControl support, who can reset them earlier. See Results numbers.

It says the GoHighLevel app must be reconnected to read tags

The app asked for a new permission to read the sub-accounts’ tags. An admin goes to Admin › Integrations › Calendars and presses Reconnect in the GoHighLevel card. This applies to the results numbers and to the tag suggestions in GoHighLevel tag events.

I press “Connect with GoHighLevel” but GoHighLevel shows the app’s page

If you see the app’s page instead of the consent request, the app is already installed in your GoHighLevel agency and you never get back to SalesControl. Open the ⋮ menu at the top right, choose Uninstall and try again from Admin › Integrations › Calendars › GoHighLevel. See GoHighLevel Calendar.

How do I contact support

If you are on a Professional or Enterprise plan, the fastest route is the in-app support live chat. The first to reply is the SalesControl AI assistant: it answers in real time based on the guides in this help center (the chat shows the disclaimer “SalesControl AI answers based on the help center guides.” and its messages carry the “SalesControl AI” label). If you’d rather talk to a person, just ask for it explicitly in the chat: the assistant recognizes the request and hands the conversation over to the support team. Full details in The Support AI Assistant.

Alternatively — or if your plan doesn’t include the live chat — write to support@salescontrol.app. Describe what you were doing and what happened: the more details you give, the faster we can help.