Technical Support - Frequently Asked Questions
Q: How do I generate a new password?
A: To generate a new password, do the following:
- Go to My Account
- Login with your User Name and email
- Click Find/Generate Passwords
- Follow the instructions given
For more information about generating passwords, click here to view the tech article.
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Q: How often do I have to generate a new password?
A: Your QXpress password will automatically be updated every 2 months.
If your computer has Internet access, your latest password will be downloaded automatically
when you start QXpress.
If your computer does not have internet access, you will have to access the Internet
from another computer to find your updated password. Once you are on the Internet, do the
following:
- Go to http://www.QXpress.com
- Click Support > My Account
- Login using your User Name and email
- Click Find/Generate Passwords
- Your password(s) will be shown
- Write the password(s) down on a piece of paper
- Go back to the computer with QXpress installed
- Open QXpress
- Click Login
- Click Register
- Type the new password into the Password box
If you are unable to update you password by following the steps above, call QXpress
technical support at 1-888-QXpress (1-888-797-7377) ext. 2. There is no charge for support calls
related to passwords.
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Q: Do I need to have QuickBooks running in order to use QXpress?
A: QuickBooks does not have to be running in order to use QXpress.
However, you will need QuickBooks running if your are getting new QB data, adding
customers or posting invoices and/or service times to QuickBooks.
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Q: When do I get new QB data?
A: The only time you need to get new QB data is when you
have made changes in QuickBooks and want those changes to appear in QXpress. For
example, if you added new customers into QuickBooks, and you wanted those new customers
to appear in QXpress for scheduling purposes, you would get new QB data.
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Q: What is the best way to learn how to use QXpress?
A: The best way to learn how to use QXpress is by
watching the movie tutorials, viewing the manuals and searching the tech articles in
TechKnowledge.
To watch the online movie tutorials for your industry click here.
To view the QXpress manual click here.
To search TechKnowledge click here.
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Q: How do I get QXpress running on more than one computer?
A: In order to use QXpress on more than one computer, you
will need to purchase an additional license for each computer you want to use QXpress
on. The price of each additional license is 20% of the price of the first license.
Each additional license provides you with full access to QXpress.
If your computers are already setup on a network, QXpress information can be shared
across that network so that multiple users can use QXpress at the same time.
To purchase an additional license log into My Account.
To view the tech article on networking click here.
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Q: What is 'My Account'?
A: My Account is an area on the QXpress website that
displays your personal QXpress information. Use My Account to do the following:
- Find/generate passwords
- Manage e-support questions
- View service history
- Purchase additional service minutes
- Purchase QXpress modules
- Purchase additional licenses
To visit My Account now click here.
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Q: How do I reinstall QXpress?
A: If you have a QXpress CD, do the following to reinstall:
- Put the CD into your CD-ROM
- Click on the Windows Start button
- Click Run
- Type D:\setup.exe (replace D with the letter that corresponds to your CD-ROM drive)
- Click OK
If you do not have a QXpress CD, you can download the software by doing the following:
- Go to http://www.QXpress.com
- Click Support > My Account
- Login using your User Name and email address
- Click the Download link
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Service Minutes - Frequently Asked Questions
Q: How many Service Minutes are included with my purchase?
A: Each version of software, and the related number of FREE Service Minutes, are shown below:
- QXpress Standard - 120 Service Minutes
- QXpress Gold - 120 Service Minutes
- QXpress Platinum - 120 Service Minutes
- QXpress Modules - 0 Service Minutes
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Q: Do Service Minutes expire?
A: No. Once you purchase Service Minutes they are yours to use,
provided you are a current customer.
What is a Current Customer?
You are a Current Customer if you meet one of the following criteria:
- You made your initial software purchase within the past 12 months.
- You have a current Keep Me Current Plan subscription.
- You are currently renting or leasing the software.
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Q: What services can I use Service Minutes for?
A: You can use Service Minutes for the following services:
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What is Telephone Support?
Telephone Support is a support service available to all current customers.
This service enables you to call Alocet, Monday-Friday, 9am-6pm
(EST), and get answers to your questions directly from a
Support Officer. In the event that you are unable to speak to
a Support Officer directly, please leave a message and
your call will be returned in priority sequence.
To use Telephone Support, do the following:
- Dial 1-888-QXpress (1-888-797-7377).
- Select the support line from the options provided.
PLEASE NOTE: The time spent on the telephone to answer your question(s) will be deducted from your support minutes.
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Q: Where can I see a history of Service Minutes used?
A: To view a history of Service Minutes used, do the following:
- Go to http://www.qxpress.com/myaccount
- Login using your QXpress User Name and email address.
- Click Service History. For detailed information on a
support session, click Details.
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Q: When I am using Telephone Support, are Service Minutes deducted for the time I am on hold?
A: Yes. There may be times when the Support Officer you are dealing
with must consult another staff member. In these instances, Service Minutes are deducted because
the Support Officer is still providing you with service even though they have had to briefly
discontinue the conversation to do so.
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Q: If I need service due to a 'bug' in the software, are those Service Minutes deducted from my account?
A: No. If your need for service is determined to be the result of a 'bug' in the
software, any Service Minutes deducted from your account will be credited back.
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Q: What if I am dissatisfied with the service provided?
A: If you are dissatisfied with the service provided, you can
request a credit for the Service Minutes deducted. The specific steps you must follow to request a
credit depend on the type of service provided. Each type of service, and the appropriate steps
to request a credit, are explained below.
e-Support. To request a credit of Service Minutes related to an e-Support, you must do the following:
- Open the appropriate e-Support Response email.
- Click on the feedback link.
- Enter the reason for the credit request into the box provided.
- Click Submit.
Telephone Support. To request a credit of Service Minutes related to Telephone Support,
you must do one of the following:
- Open the appropriate Telephone Support Response email.
- Click on the feedback link.
- Enter the reason for the credit request into the box provided.
- Click Submit.
or
- Login to your account at http://www.qxpress.com/myaccount
- Click on the feedback link.
- Enter the reason for the credit request as well as reference the Session ID from the Service History section of My Account.
- Click Submit.
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Q: When do I buy more Service Minutes?
A: Service Minutes must be purchased before they are used.
This means that you must have Service Minutes in your account before receiving e-Support,
Telephone Support or Custom Services.
To purchase Service Minutes online, do the following:
- Go to http://www.qxpress.com/myaccount
- Login using your QXpress User Name and email address.
- Click Purchase Service Minutes.
To purchase Service Minutes over the telephone, call 1-888-QXpress (1-888-797-7377) ext 1.
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Q: Does Alocet's 30-day Money Back Guaranteed apply to Service Minutes?
A: Yes. Unused Service Minutes will be refunded within 30 days of purchase.
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Q: After my initial purchase, do I ever get any FREE Service Minutes?
A: Yes. If you purchased the software, you receive 60 FREE
Service Minutes with your subscription to the Keep Me Current Plan. If you are renting the
software, you receive 5 FREE Service Minutes every month starting in your 13th consecutive
month of renting.
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Keep Me Current Plan - Frequently Asked Questions
Q: What does the Keep Me Current Plan Cost, and what do I get with it?
A: The Keep Me Current Plan includes access
to the latest version of the software, technical support eligibility and 60
additional service minutes. The cost of the Keep Me Current Plan depends on
the version of QXpress you have. Click here to
see the latest pricing per version.
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Q: Is it mandatory for me to subscribe to the Keep Me Current Plan?
A: No. The Keep Me Current Plan is optional. However, if you do
not subscribe to the Keep Me Current Plan you will not be able to receive updates/upgrades to
the software and you will not be able to use Telephone or e-Support services.
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Q: What support services/tools can I use if I do not subscribe to the Keep Me Current Plan?
A: The following support services/tools are available to you if you
do not subscribe to the Keep Me Current Plan:
- Online TechKnowledge
- Help Files and Documentation
- Movie Tutorials
- User Forum
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Q: If I subscribe to the Keep Me Current Plan, does that mean I do not have to pay for Telephone and e-Support?
A: No. The 'per minute' charge for Telephone and e-Support still applies. Your subscription
to the Keep Me Current Plan gives you the option to use these services.
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Q: If I renew my Keep Me Current Plan after it expires, do I receive more than 60 FREE Service Minutes?
A: No. A total of 60 FREE Service Minutes are provided regardless of when you renew.
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Q: If I renew my Keep Me Current Plan early, when will my new renewal date be?
A: There is no penalty for renewing early. Your current Keep Me Current
Plan will continue until its 12-month anniversary. At that time, the renewed plan will automatically
be effective for the following 12 months.
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Q: If I renew my Keep Me Current Plan late, when will my new renewal date be?
A: This depends on the following two options:
- Option 1: You can renew from the renewal date to the one-year
anniversary of the expiration of your last Keep Me Current Plan (i.e. 1 year less the months
you are late). In this case, your renewal date would be the same as your last renewal date.
- Option 2: You can renew for a full year. In this case, your
renewal date would be one year from the day you renewed.
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Q: If I do not renew my Keep Me Current Plan, can I call/email support for passwords?
A: Yes. All customers can contact support for passwords regardless
of their status relating to the Keep Me Current Plan.
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Q: Does the 30-day Money Back Guarantee apply to the Keep Me Current Plan?
A: No. The Keep Me Current Plan subscription is non-refundable.
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Q: If I subscribe to the Keep Me Current Plan, do I have to use the most recent version of the software?
A: No, although you are encouraged to. The 'Sunset Policy' is such
that Alocet Incorporated will support up to the last 3 major versions. So, if the current version is
QX8, Alocet Incorporated will support QX7, QX6 and QX5 - assuming you have an up-to-date Keep Me
Current Plan subscription.
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Q: If I don't renew my Keep Me Current Plan, but I download and install the latest version anyway, what are my steps on going back to a version I have paid for?
A: To download the version of QXpress you had purchased:
- Delete "QXpress.exe", which can be found where QXpress is installed (usually "C:\Program Files\QXpress\QXpress.exe").
- Go to http://www.qxpress.com/Downloads.aspx,
enter your User Name, and download and install the latest version you are entitled to.
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