Troubleshooting & help
Most questions have a quick answer here. If you’re still stuck, see Contact support below.
Account and access
Section titled “Account and access”I can’t see the buyer’s phone number or email. Contact details are not visible at this stage. They become available once the buyer completes your quote. See Customer privacy.
My email isn’t verified. Open Settings and resend the verification link from the Account tab.
I can’t log in. Use the Forgot Password link on the login screen to reset your password. If you still can’t get in, contact support@senergy.ng.
Requests
Section titled “Requests”I’m not receiving any requests. Check that marketplace inflow is switched on: go to Settings → Organisation Profile → Marketplace Settings and confirm the toggle is enabled. Also confirm your email is verified (see Setting up your account).
A request disappeared. Requests expire after their deadline and stop accepting quotes. Check the Expired tab in your Requests page. See Responding to requests.
Another provider got the job. Requests are visible to multiple matching providers, and the buyer selects from the quotes they receive. See Receiving marketplace requests.
I want to send a request link to a specific customer. From the Requests page, click Create Request Link and share the URL. Any buyer who opens it will submit their enquiry directly to you.
Quotes
Section titled “Quotes”I can’t edit a quote. Quotes can’t be edited once they’re Accepted or Completed. Before that point you can edit a Submitted quote freely. See Building a quote.
My quote disappeared from the request. Quotes you’ve withdrawn are no longer visible to the buyer. Withdrawn quotes still appear on the Quotes page with the status Withdrawn.
The buyer can’t pay. This usually means a payment account isn’t linked. Go to Settings → Billing & Plan → Payment Account and link your bank account. See Getting paid.
I can’t see an invoice after winning a quote. If the automatic invoice has not appeared, open the quote, navigate to the Invoice panel, and select Generate Invoice. See When you win a quote.
Products and templates
Section titled “Products and templates”My template has old prices. Template line items pull from your product catalogue each time the template is loaded for editing. Update the product’s base price in the Products section and the template will pick up the new price next time. See Reusing templates.
My CSV import failed. Ensure your CSV has at least a Name column and a Category column, both mapped correctly in the import wizard. Category values must match existing category names on the platform. Remove any currency symbols or commas from price columns. See Managing your product catalogue.
Billing
Section titled “Billing”I want to change or cancel my plan. Go to Settings → Billing & Plan. Only the account Owner can change plans. See Billing and plans.
My automation stopped responding to requests. You may have run out of monthly credits. Check your credit balance in Settings → Billing & Plan. If you’re consistently hitting the limit, consider upgrading your plan.
Contact support
Section titled “Contact support”Still stuck, or something looks wrong on the platform itself? Email support@senergy.ng or use the contact form.