Facet Studio Help

Expand Dashboard to open Home, Messages or Pricing & Markets. Home shows your company’s active jobs, HWLs in the office, rush work and urgent unfinished jobs. Search the urgent list or open a job to see its details; record lists show ten items per page.

The reference-rate cards show gold, silver, platinum and USD/CAD information when their feeds respond. Check the source and update time; an unavailable rate is shown as unavailable, rather than as a usable zero. Open Jobs & Appointments for Jobs & Schedule and the Appointment Book.

An HWL connects an item’s job, files, appraisal and release workflow. Every new job receives HWL plus ten unique random digits. Choose Group jobs for items received together: each job keeps its own HWL, while a shared group number and QR code link them. The Job # / JB number is a separate customer or store reference.

Select a displayed HWL to open its quick lookup where available. Scanning a group or individual job’s HWL opens its complete group, with the scanned job selected. You still need the appropriate signed-in access to open its records.

Use the header job search or the job database to search by HWL, job number, customer, store or item. Open the matching job to inspect its assignment, dates, photos and workflow actions.

Use Appraisal Database for saved reports. Its search accepts appraisal number, HWL, customer, item, store or appraiser, and its status filters distinguish drafts, review work and issued appraisals.

Jobs & Schedule tracks item work: who has each job, due dates, rush flags and its automatic stage from intake through invoicing to pickup or shipping. Switch between its schedule and job database views to find the same underlying jobs; the stage and “who has it” line are the same everywhere.

The Appointment Book tracks customer visits with a start and end time, contact details, appointment type, staff member and location. Booking a visit is separate from receiving an item into intake.

Open the Appointment Book, select a day or time slot, and enter the customer, title, start and end time. You can choose a saved customer, assign a staff member and add contact details, notes and a location. Open an existing booking to change it, mark it complete or cancel it.

When email delivery is enabled and configured, a booking with an email address can send a confirmation with a calendar file and a reminder approximately 24 hours before the visit. The booking can still be saved when email is paused or unconfigured; check the delivery message before expecting an email.

Open Messages from the Dashboard navigation for team communication. The Dashboard also shows the team message area, and the header’s team hub includes a quick message composer.

Choose the intended team or direct-message destination shown by the composer. Notification and reminder delivery depend on the company’s enabled delivery configuration; check Notifications for queued outbound delivery rather than assuming a message has been emailed.

Every job moves automatically, and each move is recorded against the person who made it: In intake (entered) → In progress (INTAKE COMPLETE clicked; waiting for a gemologist) → With gemologist (a gemologist starts or takes the job) → Ready to invoice (the appraisal is issued, or the gemologist chooses Complete when there is no appraisal document) → Ready to pack up / ship (an administrator approves the job’s invoice) → Shipped → Customer received. A job signed out at Pickup shows Customer received straight away; a shipped job shows Customer received once someone records who received the parcel in Shipping.

There is no status menu to set by hand: use the job’s stage button. Ready to pack up / ship shows Ready for pickup, Ready to ship, Packed — awaiting shipment or Choose pickup or shipping. On hold is a badge on top of the stage. Customers only see In progress, Complete – awaiting packing, Ready for pickup, Shipped or Customer received (with the date), never staff names. Stages are separate from physical custody records.

1. Save the intake, print slips and choose INTAKE COMPLETE.
2. The gemologist chooses START APPRAISAL or TAKE JOB.
3. Issue the appraisal, or choose COMPLETE — READY TO INVOICE.
4. Create and approve the invoice in Invoices.
5. Sign the job out in Pickups, or pack and mark it shipped in Shipping.
6. When a shipped parcel arrives, choose CONFIRM DELIVERY in Shipping and record who received it.

Each job shows a who-has-it line next to its stage, for example “Entered by Maria”, “Waiting for a gemologist · intake completed by Sam”, “With Lou · started by Sam”, “Completed by Lou · waiting for invoice”, “Invoiced by Jack” or “Signed out by Maria to the customer”. When a job has been sent back to a named person it reads “Lou has it”.

Gemologists are team accounts, so the line always names the account that has the work. “Updated outside the stage workflow” means an older screen or import changed the job’s status directly. Open the job’s History to see every stage move with who made it and when.

If something is wrong and the job has to go back to someone, open the job and choose Send back…. Pick the earlier stage, optionally the person who should have it (a gemologist when sending it back to With gemologist), and enter the reason. The move is recorded in the job’s History as “Sent back to … by …” with your reason.

Administrators can send a job back from any stage up to Ready to pack up / ship, as long as it is not packed, shipped, picked up or released. Gemologists can send back from With gemologist or Ready to invoice, and staff can return a job from In progress to In intake. Sending an issued appraisal’s job back to With gemologist or earlier reopens the appraisal for revision; invoices are left as they are.

The reopened report belongs to the gemologist it was sent back to: they (while they have the job) or an administrator can revise and re-issue it. A report sent back to the waiting list goes to whoever takes the job. Until it is re-issued, only an administrator can change the job’s gemologist or send it back again.

Choose New Intake, select or enter the customer or source store, and record the received items and requested services. Give each item its own description and relevant job reference, weight, picture number, planned gemologist (chosen from the team’s gemologist accounts) and due date. Going back by is filled from the customer’s default fulfilment: Pickup, Shipping or Decide later.

For several items received together, choose Group jobs and add each item. Shared customer, due date and service fields can be changed for individual jobs. Saving puts the jobs In intake, recorded against you. Review the saved HWLs and item details, print slips, then choose INTAKE COMPLETE so the jobs move to In progress and wait for a gemologist.

Confirm the saved job references and review the photo or file upload results. Receiving the job and uploading its attachments are separate operations, so a saved intake does not by itself prove every photograph uploaded.

If an attachment fails, keep the original file and follow the displayed recovery or retry action for the saved intake. Check the existing job before creating another intake for the same items.

Choose the camera action beside a photo field, allow camera access in your browser, and select the connected camera if more than one is available. Wait for the preview, take the photo, then choose Use photo or retake it.

If access is blocked, enable the site’s camera permission and try again. If the camera is busy, close the app using it. If capture is unavailable in your browser, choose an existing photo file instead.

Open QR & Intake Slips and choose the intake or jobs to print. Intake slips keep all jobs in their group. Each individual label displays its job’s own HWL number, and its QR code opens every job in the group.

Review the preview against your paper stock. The QR label sheet uses 12 spaces, and longer item lists may need continuation content. Scan a sample label and confirm its HWL before using a batch.

Photos & Files works like the Mac Finder. Browse folders with the sidebar, back and forward buttons and the path bar; switch between icon, list, column and gallery views; sort by name, kind, date or size; and drag files onto a folder to move them, or drop files from your computer to upload them. Click, ⇧-click and ⌘-click select, Space opens Quick Look, ⌘A selects all and typing a name jumps to it.

Use the job and picture references to find the intended item’s files; inspect the selected file before attaching it to a report.

In the appraisal photo editor you can review adjustments, background removal, placement and printed size. Check the final print preview after editing, especially when a crop or background change could obscure an identifying feature.

Open the job’s physical custody panel and choose Record custody event. Record the event, holder or recipient, bag or explicit unbagged state, seal, destination and condition observations. Confirm that the physical handoff actually occurred before saving.

Custody entries are separate from intake, pickup, shipping and job status. A lab-dispatch entry records your handoff, not independently verified laboratory receipt. Authorized corrections append a reasoned entry and retain the original history.

Use Customers to maintain contact and account records, including a parent customer or company and its store or branch records where relevant. Choose the correct source store and bill-to customer when creating jobs or invoices.

The commissioning client, item owner, source store and customer portal account can be different people or records. Check those roles explicitly; a customer directory entry alone does not grant portal access to an issued report.

Choose New Appraisal for a blank document, or start from the relevant saved HWL job. Select the document format, verify the linked job and customer information, and complete the item and stone sections needed for the assignment.

Use Save now and watch the save indicator as you work. A local recovery or waiting-to-sync message is different from a confirmed server save. If a saved appraisal fails to load, return to Appraisal Database and retry the existing record.

All item categories remain available. Start a blank category appraisal or choose a saved company template; gemologists build the library by choosing Save as Template while making appraisals. A template appraisal has Details, Pricing and Signing pages with supporting sections in dropdowns.

Review every populated field against the actual item. Templates keep reusable configuration and start with fresh identities, weights, customer details and examination evidence. Fill in the actual measurements, condition, identifying details and pricing. Administrators can restore archived company templates from Manage company templates.

An item template controls the reusable worksheet content for an item. The selected document format controls the report, such as an appraisal, data card, pre-cert, long form or diamond certificate. A saved print layout controls the physical positioning and appearance of that format.

Choose each for its purpose and inspect the result in Print Studio. Changing a writing style changes the detail wording within the selected form; review the existing alignment, photograph, valuation and signature layout as well.

Edit master and Edit layout open a template editor that works like Illustrator: Selection, Hand, Zoom and Type tools (V, H, Z, T), ⌘ and scroll to zoom, rulers in millimetres, smart guides that snap to nearby edges and centres, eight resize handles, a Layers panel with hide and lock, Properties, Character and Align panels, and a right-click menu for arranging objects.

Give each physical item its own record and assign mounted diamond, coloured-stone and pearl records to their owning item. Verify the item assignment whenever you add or change a template or stone group.

Loose-stone worksheets can keep their stones independent of a metal-bearing jewellery item. Quantity, total stone weight and net metal calculations depend on the recorded assignment, so resolve missing or ambiguous links before finishing.

Record the diamond’s identity, item assignment, quantity, natural or laboratory-grown origin as supported, shape, dimensions, weight basis, colour, clarity and other observed grading details. Keep laboratory, report number and laser inscriptions tied to the correct stone.

Where report lookup or certificate OCR is available, compare the returned or extracted fields with the supplied report before applying them. Imported text and a report number do not replace examination or verification of the stone’s identity. Review any omitted fields and limitations.

Use the coloured-stone worksheet for species, variety, material or creation type, shape and cut, dimensions, quantity and weight basis. Record colour, clarity type and inclusions, treatment, reported origin and laboratory information only to the extent supported by the assignment.

For a group with a measurement range, review the range and total-weight basis. Standard shape calculations are not appropriate for every irregular, carved or assembled material; the worksheet may require a measured or reported weight instead.

Use the pearl worksheet to record the pearl type, quantity, size or size range, shape, body colour, overtone, lustre, surface, nacre and matching. Record origin or treatment with the appropriate support and limitations.

For strands, review strand count, length, knotting, clasp and whether the weight represents the group total. Assign mounted pearls to the correct jewellery item so their description and weight remain with that piece.

Use a watch item or template to record maker, model or reference, serial number, movement, case size and form, bezel, crystal, dial, hands, strap or bracelet, clasp and observed condition. Add supporting documents and examination or replacement notes.

A selected maker, movement or box-and-papers option records a description or supplied information. It does not authenticate the watch or establish functioning, servicing or document authenticity.

Open the selected stone’s plot workspace, confirm its shape and stone identity, and add the observed marks to the appropriate view. Review the marks and legend in the selected printed certificate.

Plots belong to the examined stone. Reusable templates should not carry another specimen’s examination plot, and switching between stones should be followed by a check that each plot is still linked to the intended record.

For supported shapes, the calculator estimates carat weight from millimetre dimensions and the selected formula. Coloured-stone formulas also use the identified material’s specific gravity; formula, density and correction overrides should reflect your documented basis.

A calculated weight is estimated, not weighed. Review the dimensions, depth, shape and material first. For unsupported, irregular, carved or assembled items, record an appropriate measured or reported weight rather than forcing a standard formula.

Use per-stone weight when the entered figure applies to one stone in a recorded quantity. Use total weight when it already represents the whole group. Review that setting before relying on the group’s calculated weight or value.

Keep grams, carats and millimetres in their intended fields. The app prints millimetre measurements with two decimal places, including trailing zeroes, while retaining the saved source fields.

Enable Multi-metal piece and enter each portion’s name, metal or purity and net metal weight. A blank portion weight may use the automatic remainder shown by the calculation; review all portions against the item’s net metal weight.

Each portion can have its own price per fine gram, fineness and premium override, and the volume option is available for appropriate estimated portions. Check those bases and the resulting component totals before accepting the overall valuation.

Open Measurement evidence / provenance for the relevant item or stone. Record whether dimensions and weight were measured, reported or supplied, or estimated, and enter the instrument or method, source report and observation date as applicable.

If you enter a tolerance, supply its unit and your actual basis. A typed value or calculated estimate should not be treated as instrument verification. Review the displayed basis and validation messages after changing the weight or measurement method.

For eligible weighed jewellery, the metal calculation deducts mounted stone weight in grams from the gross item weight. Assign the stones to the correct item and check quantity and total-versus-per-stone weight first. Estimated stone weights make the resulting net metal weight an estimate too.

A verified net metal override or net metal volume is already metal-only, so stones are not deducted a second time. Watches and constructions containing other non-metal parts require an appropriate verified net metal basis; their entire gross weight must not be treated as precious metal. Resolve weight warnings before accepting a component value.

Open the separate Metal volume / CAD button by the item's metal-weight controls. Enter net metal volume in mm³, or import a metal-only STL after confirming whether its file units are millimetres, centimetres or inches. Native STEP and 3DM files are not supported; export STL or enter the CAD volume instead.

Review the selected alloy and its representative density, or enter a supported density override for the actual alloy. Choose Use volume estimate for metal cost only after checking the result. Changing the alloy updates a volume estimate, but density does not alter a scale reading. The STL is read locally and the file itself is not uploaded.

Open Pricing & Markets for Metal trends, Valuation lookup, and Sources & settings. Administrators can choose the default source for each market and enable providers; other users may have view-only settings access. Use Check live feed where available and inspect the source, currency and date.

Licensed Rapaport / RapNet, GemGuide and GemeWizard connections require the applicable subscriptions and provider setup. Enabling a provider is not proof that credentials or a usable quote are available. Use a documented manual entry when the selected source is unavailable or does not apply.

Review the saved appraisal’s effective date and pricing basis before changing it. The Dashboard’s current reference rates are separate from the report’s saved pricing; opening a report is not a reason to silently replace its valuation basis.

Use Update appraisal in Appraisal Database to choose the effective date and market sources and archive the original before updating. The editor also provides Update today’s date & pricing when editing is allowed. Review historical-source availability, USD/CAD conversion, manual overrides and the final amount after an update.

Use Valuation evidence & reasoning in the appraisal’s documentation area. Add evidence for a specific item or stone, recording its source, asking or reported sale price, supplier quote or other basis, date, currency, URL, source notes and comparability or adjustment notes.

Mark evidence unreviewed, accepted for consideration or excluded, then record your approach and conclusion reasoning. Acceptance does not automatically average prices or change the appraisal value. Save the appraisal to persist workfile changes.

The internal valuation workfile is saved with the appraisal and is not printed as customer-report content. Write the intended public valuation rationale in the report’s Public valuation rationale field; internal source notes and conclusions are not copied there automatically.

Download internal workfile JSON creates a local export and does not save the appraisal to the server or create a complete evidence archive. Retain the actual material you relied on through your established archive process. Evidence for a removed item is retained under its saved link for review.

The optional documentation review helps you record scope, intended use and users, examination, limitations, valuation basis, disclosures, qualifications and your own certification. When enabled, its readiness panel identifies missing fields and other review items before final issuance.

This is documentation support. Facet Studio does not verify qualifications, membership or reaccreditation, and does not guarantee ASA or USPAP compliance. The appraiser selects the applicable standards, performs the assignment, authors and approves the certification, and confirms the actual supporting archive.

Finish appraisal checks the required report content and opens the final print choice. For a valuation report, choose whether the value is displayed. Finish & open Print Studio saves the reviewed report as issued and opens its print workspace when saving succeeds.

Inspect the physical output in Print Studio next. The separate reviewed-PDF workflow preserves the exact approved PDF. Issuing a report linked to an HWL job also completes the job: it moves to Ready to invoice (or straight to Ready to pack up / ship when its invoice is already approved). Issuing alone does not release it to a customer, record a payment or confirm a physical handoff.

In Print Studio, choose the saved appraisal and intended format, physical page size and layout. Review which save scope you are using: the master format, settings for this computer or printer, or a layout specific to this appraisal.

Check alignment, stock size, photo, valuation, signature and any additional pages in the preview. Keep the written data card on one physical card. A change to one format or scope should be reviewed in that selected output before it is reused.

Choose Review & issue PDF, or Review & archive PDF for an issued report. The app saves pending changes and prepares the selected report and resolved print settings. Review every generated page, including any documentation supplement, and explicitly approve that exact PDF.

Approval archives the PDF and its report version. Use View reviewed PDF archive to download the exact archived file. If the report or print selection changes before approval, prepare and review the current version again. If archiving cannot be confirmed, follow the retry message for the same approved file.

Issued appraisals are read-only until the appropriate revision access is granted. Open the issued record, enter the reason for editing, and choose Start revision if authorized or Request approval if administrator approval is needed.

Appraisal Database shows preserved versions and update options. Starting an update archives the original; restoring an earlier version also archives the current record and creates a draft that needs review again. Historical reviewed PDFs remain in the archive, and an earlier customer release can become superseded when the current report changes.

Open Invoices and select jobs from Ready to invoice: every job the gemologist has completed appears there until it has an invoice. A red Released or ready without an invoice group lists jobs that were released, shipped or picked up with no invoice. Enter each service price and whether tax applies, choose the bill-to customer, CAD or USD, due date, invoice options and memo, then save the invoice draft.

Approving the invoice (administrators) moves its jobs to Ready to pack up / ship; voiding an approved invoice returns unpacked jobs to Ready to invoice. Saving or approving does not charge a card or mark it paid. An administrator can select released jobs and choose Billed outside Facet / no charge, with a reason, to remove jobs billed elsewhere from the list.

Before a job is signed out or marked shipped, Facet checks its invoice. Each job shows a chip: No invoice, Draft, an amount owing (for example “INV-1045 · $120.00 owing · covers 3 HWLs”), Paid or No charge. If any selected job has no invoice, only a draft or a balance owing, a warning lists them with options to take a payment or create the invoice.

You can still continue: tick the acknowledgement and choose Sign out anyway or Ship anyway. The acknowledgement, the billing snapshot, your optional note and your account are recorded in the job’s History. Chips never print on manifests, value forms or slips. Payment is not required to release a job; an approved invoice is what moves it to Ready to pack up / ship.

Yes, an administrator can open the job at Ready to invoice and choose Release before invoice…. Choose Bill later (for example a monthly-statement or on-account store) to keep the job in the invoice list, or No charge to remove it from the list. A reason is required and is recorded with the administrator’s name.

The job then moves to Ready to pack up / ship. If it already has an approved invoice, completing the work moves it there directly. Released jobs without an invoice stay in the red Released or ready without an invoice group until they are invoiced or marked billed outside Facet / no charge.

Open the invoice’s Ledger & actions and record the external payment or deposit with its amount, method, actual payment date and receipt reference. Authorized users can record a refund already made externally or reverse an incorrect entry with a reason and a link to the original entry.

These are ledger records: they do not send money, charge a card or issue a refund. Approval and Mark sent externally are also separate from payment. If a hosted checkout, verified uncredited receipt or uncertain accounting export is pending, resolve that review before adding conflicting corrections.

Hosted service-invoice checkout is available only when the payment integration is configured and enabled for the company and the invoice is eligible. Check whether the attempt is in test or live mode and review its current status.

A browser return or test payment is not a live invoice credit. A verified live provider confirmation must be credited to the invoice ledger. If a receipt needs review because the invoice or balance changed, an administrator must reconcile it; creating a ledger entry is not a provider refund.

Local invoice drafts remain available separately from QuickBooks. An administrator must complete the accounting connection and the server must permit outbound synchronization before export can run. Check the connected company and whether the connection uses sandbox or production.

Follow the accounting actions and status shown for the invoice. An exported or synced accounting invoice is not proof of customer payment. If the export has an uncertain result or needs review, resolve that state before repeating the operation or making conflicting ledger corrections.

A job reaches Ready to pack up / ship when its invoice is approved, or when an administrator uses Release before invoice with a reason. Choose its route (Pickup or Shipping) if it shows Choose pickup or shipping. Use Pickups to sign the job out, or Shipping to pack it, choose who packed it, prepare the declared-value forms and manifest, then mark it shipped.

Review the selected jobs, recipient and value or currency details before completing the release. Record the actual physical handoff in custody as appropriate; a planned shipment, completed job or printed manifest alone does not establish the recorded holder.

Open Shipping. Shipped — awaiting delivery lists every parcel that has been marked shipped but not yet confirmed. When it arrives, choose CONFIRM DELIVERY and enter who received it (Received by), the date received, an optional proof of delivery (a signed slip, carrier screenshot or photo as a PDF, PNG, JPEG or WebP file up to 10 MB) and an optional note, then choose SAVE. The date can’t be before the parcel shipped or in the future. You can also confirm it from a shipped job’s Delivery block in the job window. Parcels shipped before delivery confirmation was added (and imported Tracker V2 parcels) just read Shipped and are not listed as awaiting delivery; you can still confirm one from its job window.

The confirmation belongs to the parcel, so every job in it shows Customer received, and the customer portal shows Customer received with the date (never staff names). Picked-up jobs show Customer received too, so both routes end the same way. Confirmed parcels move to Delivered (confirmations made in the last 60 days), which shows who received it, the Proof link and who confirmed it. The person who confirmed it or an administrator can Edit it; only an administrator can Remove it, with a reason. Older confirmations can be edited or removed the same way from the job window’s Delivery block. Each change is recorded in every job’s History, and replaced or removed proof files are kept.

1. Open Shipping and find the parcel under Shipped — awaiting delivery.
2. Choose CONFIRM DELIVERY.
3. Enter Received by and Date received; attach proof of delivery if you have it.
4. Choose SAVE. The parcel moves to Delivered and its jobs show Customer received.

Open Customer portal to manage the customer/store directory. Select the intended customer or store, open Appraisals and choose Upload / release PDF for its issued report. Choose the explicitly linked portal account and confirm the recipient after reviewing the PDF.

Use the existing reviewed PDF archive or upload the final reviewed PDF of up to 20 MB. Only a current issued archive can be released as the current report. Verify that an uploaded file matches the selected appraisal and contains only client-facing material. The recipient needs an activated customer or approved store account linked to that record.

In Customer portal, select the intended customer or store and inspect PDF delivery history alongside the current issued appraisal. Portal access can be available, expired, revoked or superseded. A changed or reopened report can supersede an earlier release; check its current version before releasing an updated file.

Revoking access blocks future portal downloads and records a reason, but cannot recall copies already downloaded. A customer can acknowledge receipt in the portal; acknowledgement is separate from the release itself. Portal release does not automatically send an email.

Open Notifications to inspect the outbound queue and its delivery status. Authorized users can use the retry or cancel actions offered for eligible entries; an entry being delivered may need to finish before another action is available.

Email requires enabled delivery and a configured provider. Opening Notifications does not create appointment reminders: the existing scheduled worker handles them. Saved bookings or portal releases are not themselves proof that an email was sent.

Access depends on the signed-in account and its company role. Staff can view appraisal records but do not have the same editing and printing controls as appraisers. Administrators manage the team and applicable company settings, while master access controls certain wider administration and import operations.

Ask your company administrator to check the intended membership and role in Team & access. A public help article describes the workflow; it does not grant access to the underlying company records or restricted action.

Team & access lets authorized administrators manage member roles and the Edit issued appraisals permission for eligible active appraisers. An appraiser without revision permission can request approval from the issued appraisal’s access panel.

Revision access permits the controlled revision workflow, rather than an unrecorded overwrite of the issued report. Enter the correction reason and review the revised report and PDF before releasing the updated version.

Companies & access is the administration area for company records and access. Team & access manages company members, and Billing shows the billing connection and subscription information available to authorized accounts.

Always check the selected company before changing members, customer data, settings or imports. Pricing providers, payment processing, accounting and email delivery each have their own connection or enablement requirements; company access alone does not connect those services.

Open Profile from your account area to update your display name, nickname, photo, work details, stated professional accreditations, time zone and available notification preferences. Review and save the profile after editing.

Authorized users can use Brand studio for the company name and logo. Logo upload accepts PNG, JPG or WebP, with a recommended transparent PNG under 2 MB. Review branding in the selected saved print layout; entering credentials in a profile does not verify a professional qualification.

Use the Light / Dark switch above the workspace or in the site footer. The workspace opens in light mode unless you have selected a different mode. Facet Studio remembers your choice in this browser when browser storage is available.

The preference changes the workspace and support pages, not the appraisal's saved branding or print layout. Reports, photo previews and stone diagrams retain their original light presentation, and printed output stays light. A different browser or device can have its own appearance preference.

Use the username or email registered to your Facet Studio account. If you have forgotten the password, choose Forgot password? on the sign-in screen and enter that account's registered email address. A customer directory record alone is not a sign-in account.

Email reset delivery depends on the site's configured email service. Follow the result shown on screen; a generic reset message does not confirm that an account exists or that an email arrived. If no reset email arrives, check spam and ask your administrator to confirm the account and delivery configuration. Never send your password with a support request.

Choose Contact Us in the site footer to open the contact page. The email, phone, address and hours fields are intentionally blank for now; there is no active contact form or published support address on that page yet.

You can still browse these help answers or ask your company administrator about access and connected services. When reporting a problem, include its HWL or appraisal reference, the action you were attempting and the exact error, but do not include passwords or payment details.

Data migration is the protected master-only Tracker V2 JSON cutover into a selected SQL company. Follow the displayed cutover sequence: retain the current source until preview acceptance, stop new source entries for the final snapshot, then import and verify totals before switching the team.

Instrument exports such as Scanox and supported OGI / DAT files belong to their scan or stone review workspaces, including the Scanox area in Photos & Files. Review the imported stone identity, dimensions and selected images before attaching them to an appraisal; a scan import is not a customer or job migration.