Knowledge Base

Situation: I accidentally clicked "Get Contact Info" twice on the same lead

What happens: The system only charges you once. After the first access, the lead is marked with a green checkmark (Accessed ✓) and subsequent clicks simply display the information without additional charges.

Situation: A lead I was interested in disappeared from the marketplace

Possible reasons:

• The homeowner removed their listing
• Another company was already matched with the homeowner
• The lead expired based on the timeline (ASAP leads expire after 7 days of no activity)
• The lead was converted to a sale by another company with exclusive access

Situation: Which leads should I contact first?

Every lead is free to access. Reach out first when:

• The estate value appears to be over $50,000
• The property has unique or high-value items visible in photos
• The location is in your primary service area
• You have capacity to handle the sale immediately

Situation: I set a 50-mile radius but I'm seeing leads 55 miles away

Explanation: The radius is calculated "as the crow flies" (straight-line distance), not driving distance. Actual driving distance may be 10-20% longer due to roads and geography.

Situation: I need to update the final revenue after the sale ended

Steps to edit:

1. Go to My Sales and find the completed sale
2. Click the edit icon (✏️) next to the sale
3. Update the revenue field with the actual amount
4. The commission will automatically recalculate based on your set percentage
5. Add a note explaining the adjustment for your records

Situation: My estate sale runs Friday-Sunday, how do I track daily revenue?

Best approach:

• Create one sale entry with the start date (Friday) and end date (Sunday)
• Use the Notes section to track daily totals: "Day 1: $3,500, Day 2: $2,800, Day 3: $1,200"
• Enter the total revenue ($7,500) in the revenue field
• The system will calculate your average daily revenue for analytics

Situation: My dashboard total doesn't match my exported CSV

Common causes:

• Date filters: Dashboard shows YTD by default, exports may use different date ranges
• Pending sales: Dashboard includes pending sales, exports only show completed by default
• Deleted sales: Soft-deleted sales appear in exports with a "deleted" flag but not in dashboard
• Time zones: Sales entered late at night may fall into the next day depending on timezone

Situation: I can't log in even though my password is correct

Troubleshooting steps:

1. Clear your browser cache and cookies
2. Try an incognito/private browser window
3. Check if Caps Lock is on
4. Verify you're using the company login (not client portal)
5. Request a password reset if issues persist

Situation: Can multiple team members use one account?

Current limitations:

• One account = one user login
• Simultaneous logins will log out the first user
• All actions are tracked under one account owner

Is there a catch?

No. Your account is free, we do not ask for a card, and there is nothing to cancel. The platform is funded by connecting homeowners with professionals, not by charging professionals to receive leads.

I was a paying subscriber. What happens to my subscription?

Billing has been switched off platform-wide and no further charges will be made. If you see an unexpected charge, contact support and we'll resolve it.

Why do I need to verify my email?

Verification is the only gate on the platform. It keeps the marketplace free of spam accounts so homeowners get contacted by real, working estate sale companies.

Situation: My CSV file won't open correctly in Excel

Common solutions:

1. Don't double-click the CSV. Instead: Open Excel first → Data → From Text/CSV
2. Ensure UTF-8 encoding is selected during import
3. Check delimiter is set to comma (not semicolon)
4. Format date columns after import (Excel may show as numbers)

Situation: I need to export 500+ sales for my accountant

Large export handling:

• Exports over 500 records are processed in background
• You'll receive an email with download link (expires in 48 hours)
• Maximum export size: 10,000 records per file
• For larger datasets, exports are split into multiple files

Situation: Lead photos won't load or show broken images

Troubleshooting:

1. Check internet connection speed (minimum 1 Mbps recommended)
2. Disable ad blockers and VPN temporarily
3. Clear browser cache: Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
4. Try a different browser (Chrome, Firefox, Safari, Edge supported)
5. Check if images load on mobile device (isolates computer issues)

Situation: I'm not receiving email notifications for new leads

Check these settings:

• ✅ Notifications enabled in Account → Notifications
• ✅ Correct email address in Account → Profile
• ✅ Check spam/junk folder
• ✅ Add notifications@estatesaleconnect.com to contacts
• ✅ Email not bouncing (check Account → Email Status)

Common Error Codes

• ERR_401 - Session expired. Please log in again.
• ERR_403 - Access denied. Check subscription status.
• ERR_404 - Lead/sale not found. May have been deleted.
• ERR_429 - Too many requests. Wait 60 seconds.
• ERR_500 - Server issue. We're notified automatically.
• ERR_503 - Maintenance mode. Check back in 30 minutes.

Situation: I accidentally deleted all my sales data

Recovery options:

• Within 24 hours: Use "Undo" in notification bar
• Within 30 days: Contact support for restoration from backup
• After 30 days: Check your email for monthly export backups
• After 90 days: Data cannot be recovered