> For the complete documentation index, see [llms.txt](https://hub.equipme.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://hub.equipme.io/dokumentation/help/faq.md). # Frequently asked questions (FAQ) The most common questions about equipme with short answers and links to the detailed pages. ## Access and view **I cannot sign in.** Your account is locked, you have no role, or you have not been invited yet. Contact your administrator. → [Sign-in and registration](/dokumentation/getting-started/sign-in-and-registration.md#sign-in-problems) **I don't see a menu item.** You are missing the role, or the module is not active. → [Roles and views](/dokumentation/getting-started/roles-and-views.md) **How do I switch to self-service and back?** You no longer need to: the switch has been removed. Your personal areas ("My equipment", "My Marketplace", "My tickets") are at the top of the sidebar under "My workspace", with the management menus directly below. **How do I change my password?** User menu → "My account". If you sign in with Microsoft, you change it at Microsoft. **How do I change the language?** Via the flag in the header. The language of emails is set by the administrator in the portal settings. ## Organization **An employee is missing from the list.** Locked employees are hidden by default; remove the filter in the "Locked" column. → [Employees](/dokumentation/organization/employees.md) **I cannot edit an employee's data.** The employee is maintained via HR sync; change the data in the HR system. → [HR sync](/dokumentation/organization/hr-sync.md) **How often does HR sync synchronize?** Every 3 hours; manually and immediately via "Start synchronization now". **A location or employee cannot be deleted.** Services, open orders or (for locations) employees are still assigned. Reassign them first. **How do I automatically set up basic equipment for new employees?** With a template on the location or on the group. → [Onboarding and offboarding](/dokumentation/organization/employees/onboarding-and-offboarding.md) **What do I do when an employee leaves the company?** Set the status to "Offboarding" and, in the wizard, choose "Move", "Cancel" or "No action" for each service. → [Offboarding](/dokumentation/organization/employees/onboarding-and-offboarding.md#offboarding) ## Ordering and approving **What is the difference between approvals and order requests?** In "Approvals" it is decided whether something may be requested. In "Order requests" approved items are ordered. → [The ordering process](/dokumentation/procurement.md) **Is an order placed automatically after approval?** No. The item must be ordered in the order requests. Exception: in the "Automatic approval" mode, services with "Approve automatically" are ordered immediately. → [Configuring approvals](/dokumentation/procurement/approval-settings.md) **Why was an order released without approval?** Possible reasons: automatic approval is active, no approver is set (e.g. no supervisor), the order is for a location or a warehouse, it is a cancellation, the requester is an approver themselves, or "Skip approval" was used. → [When is approval automatic?](/dokumentation/procurement/approval-settings.md#when-is-a-request-approved-automatically) **Who approves when a manager orders for an employee?** What counts is the employee **for whom** the order is placed, e.g. their supervisor. **Can I approve only part of a request?** No. The decision applies to the entire request. **"Order with obligation to pay" is grayed out.** Nothing is selected, a mandatory supplier notice has not been confirmed, or you have no permission to order. → [Order requests](/dokumentation/procurement/order-requests-and-checkout.md) **Why can't I order (as a hosted customer)?** Your provider must grant the order authorization. Afterwards, sign out and sign in again once. → [Operating models](/dokumentation/getting-started/operating-models.md#ordering-permission-for-hosted-customers) **Why does one purchase result in several orders?** A separate order is created for each offline supplier. **Can I cancel an order?** Only individual services, as long as they are in the "Ordered" status. After the supplier has confirmed, contact the supplier. **Where do I track a delivery?** Open the order → click the item → "Shipment details" on the service page. ## Assets **Where do I maintain the serial number or IMEI?** Service detail page → tab "Features" → "Add feature". As a column in the inventory: Portal settings → "Additional table columns". **Why can't I terminate a service ("Cancel")?** Rental, mobile contract or leasing without term extension, open add-ons, a change already in progress, or a status that does not allow cancellation. → [Lifecycle actions](/dokumentation/assets/inventory/lifecycle-actions.md#terminating-cancelling-or-removing) **What is the difference between terminating, canceling and removing?** Canceling: before delivery. Terminating: active service, expires at the end of the contract. Removing: immediate, irreversible write-off of self-provisioned services. **Why are "Store service" or "Replace service" not available?** The service is not "Active", a change is already in progress, or (for replacement) the supplier does not offer a replacement. **Does an option change take effect immediately?** No. It is submitted as an order request of the type "Change" and takes effect after approval and ordering. **Are imported existing devices billed retroactively?** No. ## Self-service **An employee does not see an offer.** The offer is not released for self-service, or it has tags that the employee does not have. → [Setting up self-service](/dokumentation/self-service/self-service-setup.md) **Where do I find "My services"?** Under "My workspace" → "My equipment" in the sidebar. → [My equipment](/dokumentation/self-service/my-services.md) **How do I hide prices from employees?** Role "User" → permission "Show prices and costs" set to "Denied". ## Settings **I have lost my API key.** It is only shown when it is created. Create a new one and delete the old one. **The currency cannot be changed.** This is only possible as long as no active assets exist. **Who receives which emails?** You define that per notification. → [Email notifications](/dokumentation/settings/email-notifications.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://hub.equipme.io/dokumentation/help/faq.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.