Here are some of the frequently asked question we get at ProofHQ! Hopefully you'll find what you're looking for, but if not please have a look at our Quick Tips and other Help Pages or contact us at support@proofhq.com
Reviewers / User Limits
Do Reviewers count against my user limit?
If you share a proof with someone, that person
DOES NOT count towards the User limit on your account! So you can share a proof with as many people as you like
FOR FREE! (See
Add a person to a proof.) The people you share a proof with in this way are called
Guests. Guests
DO NOT count towards your User limit.
Users are people whom you add to your account using the 'New User' function. These people will be given an Account Profile of Billing Administrator, Administrator, Supervisor, Manager, or Observer and will have their own ProofHQ login and therefore access to your ProofHQ account (not just the Proof page). Adding somebody as a User to your account WILL count towards your User limit.
Verification Email
I didn't receive my verification email!
If you didn't receive your account verification email, please check your spam folder to ensure that it has not been caught by your spam filter. If it did go into spam, make sure you mark the sender email address as 'safe' within your email server to ensure this doesn't happen in future. You may also need to white list our server - please see our Email - Spam filter help page for further information.
If your verification email did not go into spam, please contact us at support@proofhq.com.
I deleted my verification email by mistake!
If you deleted your verification email by mistake please contact us at support@proofhq.com.
New Proof Notification Email
The proof notification email was not received by the reviewer(s)!
If the reviewer(s) on a proof did not receive their notification email, please ask them to check their spam folder to ensure that it has not been caught in their spam filter. If it did go into spam, they should make sure they mark the sender email address as 'safe' within their email server to ensure this doesn't happen in future. You may also need to white list our server - please see our Email - Spam filter help page for further information.
If the email was not in spam, you can send the reviewer(s) a reminder email advising them that they have a proof to review. Have a look at our Reminders help page to see how to send reminders.
The reviewer(s) deleted their proof notification email by mistake!
If the reviewer(s) deleted their proof notification email by mistake you can send the reviewer(s) a reminder email advising them that they have a proof to review. Have a look at our Reminders help page to see how to send reminders.
Email Notification Settings
How can I restrict the number of notification emails that are sent out for new items?
If you have multiple proofs to upload with the same people being added to each proof and you'd like to reduce the number of notification emails received by those people, instead of adding them to the items in the new proof/new file page you could share the items with them via our 'Share folders' or 'Share folder items' functions. This means that the people you are sharing the folder items with will only receive ONE email (per folder) no matter how many items are in the folder!
To do this, the items you upload must be added to a folder. You can then share the whole folder or share items within the folder with the people you wish to be added to those items. Please note that if you choose to share a whole folder, you cannot specify roles for the recipients and they will be limited to READ ONLY access for the items within the folder; whereas if you choose to share folder items you will be able to specify roles for the recipients and their access to the items will be dependant upon the role set for them.
See Sharing folders and Sharing folder items
How do I change my email notification settings?
There a number of different email notification settings. You can change your setting in a few different ways:
- Go to the Proofing defaults tab in Personal Settings and edit the My default email notification setting field. (You can also set a default setting for your reviewers here too in the Email notification setting for reviewers field.)
- Go to the Proof Details page, scroll down to the People section and click the arrow to the right of the Notifications field for your name (or another person if you're doing it on their behalf) to see the Reviewer actions menu. Choose Edit and then change the Email notifications setting on the Reviewer details page.
- On the Proof Page go to the Tools menu and choose Email notifications.
ProofHQ Trial
I'd like longer to evaluate ProofHQ, how can I extend my trial period?
If you'd like to extend your trial period, please contact us at extendmytrial@proofhq.com.
Client Access and Privacy
What can I do to allow my clients to have access to their proofs, but not see any other proofs within my account?
If you'd like your partners to be able to view the proofs relevant to them but not your other work, then there's an easy solution! You can simply set up a Satellite account for them. See our Satellite Accounts help page for further information.
API
Does ProofHQ have an API?
Yes, we have an API! See our
API help page for the details.
Basecamp Integration
How do I integrate ProofHQ with Basecamp?
It's easy to integrate ProofHQ with Basecamp. See our
Basecamp help pages which will tell you everything you need to know!
Editing
Can I edit text in a proof?
ProofHQ is a collaborative editing tool, rather than a collaborative review tool, and as such the proof owner retains full editorial control and is inviting reviewers to comment ON the proof rather than make edits IN the proof. Our development team is working on adding and editing text in a proof - we'll keep you up to date with our release date for this!
Storage
How can I free up storage space?
If you find that you need more storage space in your account there are a few options!
- Upgrade to an account with greater storage
You can upgrade your ProofHQ account at any time! So if you find that you require greater storage you can simply upgrade your account to a plan which has more storage space!
Likewise, you can downgrade again at any time, so if you find that you only need greater storage space temporarily then this is a great fix!
You can upgrade (and downgrade) in the Billing section of your ProofHQ account. See our upgrades/downgrades help page for further information.
- Request a back up and then delete the data from your account
You can request a back up of your data! Requesting a back up will provide you with a downloadable zip file which you can save to your own computer. You can then delete the data from your ProofHQ account, freeing up space!
You can request backups by going to the Backup tab in Account Settings. See our Backup help page for further information.
Profiles vs. Roles
What are the differences between Profiles and Roles?
Profiles dictate the permission level the person has within the ProofHQ account. Please see our Profile and Permissions help page for further information.
Roles dictate the role that is to be done by a person on a proof (e.g. reviewer, approver, etc.). Roles are given to people on a proof-by-proof basis and therefore the same person could have different roles on different proofs! Please see our Roles help page for further information.
"Login Already Exists" Error
Why do I get the error message "Login already exists" when trying to add a new user?
You can only use an email address once in ProofHQ. Therefore, if the person you are trying to add as a user to your account is already a user of another account, you will get the error message "Login already exists." If you would like to add someone to your account that is already a user of another account, you have three options:
- You can add them to your account using an alternative email address (the user name can be the same, but it must be a unique email address)
- They can edit the primary email in their existing account in their Personal Settings (meaning the previous email will now be available for you to use to add them to your account)
- They can contact support@proofhq.com and ask us to delete their existing account
Mac Issue
ProofHQ is working very slowly on my Mac - what can I do to resolve this?
If ProofHQ is working slowly on your Mac try installing Shock wave and then resetting the PRAM. If this does not resolve the issue, please contact us
support@proofhq.com.
Unsupported Font
I've created a proof but the font doesn't appear to be supported. How can I resolve this?
If your file has been created using an application which does not support embedded fonts, you may find that when you upload the proof to ProofHQ the font isn't supported. To resolve this, the best practice is to export the document to PDF and embed the fonts. ProofHQ can then use this embedded font in the PDF to match the original.
Supporting Documents
How do I add supporting documents to a proof?
You can add documents to a proof by attaching them to a comment in the proof page. To do this, simply click the
Attach a file link in the comments box. (See our help page for further guidance on this -
Attach a file to a comment.)
If a document relates to a specific comment, you can attach it to the specific comments box.
If a document relates to the proof in general, you can attach it to an (empty) comments box.
If you'd like the document to be available for reviewers to refer to from the first time they view the proof, you can do the following:
- Create the proof (without adding any people to it)
- Add the document to a (blank) comment
- Add people to the proof
Completing Proofs
How do I mark a proof as closed/completed?
To mark a proof as closed/completed you can lock the proof when all work has been finished. This means that people will still be able to view the proof but no further changes can be made. You can do this manually or set the proof to lock automatically when all decisions have been made. Please have a look at the following help pages for more information on how to lock proofs:
Also, you could archive the proof. This could be done as well as or instead of locking the proof. This separates the proof from your current workflows, but does not delete the proof altogether. You can also unarchive the proof at any time if you wish. Please note that archived proofs do still count towards your storage limit. Please see our Archiving help page for more details.
Invoices
I'm a UK customer, so why are amounts shown in US dollars on my invoice?
ProofHQ is a UK company, however we charge in US dollars.
For UK customers, VAT is charged at the current UK rate but is calculated as a percentage of the USD subscription amount, hence is also shown on the invoice in USD. HM Revenue & Customs has advised that we must show an equivalent GBP amount for VAT which is calculated on the current exchange rate. This is why we show both USD and GBP amounts on the invoice for UK customers.
For UK customers, it's possible that the GBP amount shown on your bank/ credit card statement differs from that shown on your ProofHQ invoice. The reason for this is because your bank/ CC provider has processed the transaction in USD (as ProofHQ charges in USD) and has then used a different rate of exchange from ProofHQ to convert the USD amount into GBP. You can clarify this by checking that the USD amount shown on your bank/ CC statement (in the conversion note) matches the USD amount shown on your ProofHQ invoice.
Blank Proofs
I am getting a white page when I try to open a proof, what could be causing this problem?
It's likely that this is a local issue with your browser. You should try clearing your browser's cache. To do this:
- Open the browser
- Press Ctrl + Shift + Delete on your keyboard
- A menu will open to allow you to clear the cache (you only need to select Temporary Internet Files)
- Once this is done, close the browser then open it and try the proof again
