> 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/pro/help/faq.md). # Frequently asked questions (FAQ) Frequent questions about Equipme Pro with short answers and links: access, customers and portal, portfolio, orders, purchasing, warehouse, fulfillment, billing, automation. ## Access and menu **I don't see a menu item.** You don't have the right role, or the module is not active for your company. Which role opens which area is listed under [Roles and permissions](/pro/administration/roles-and-permissions.md#system-roles). **My menu only shows "Sales" → "Customers".** Your company uses Lite access. → [Business models and licenses](/pro/getting-started/business-models.md) **What do the numbers on the menu items mean?** Badges show open work, e.g. unconfirmed orders in the "Order Inbox" or open positions, "Changes" and "Cancellations" in fulfillment. → [User interface](/pro/getting-started/user-interface.md) **I can't sign in.** Your account is locked, you don't have a role, or you haven't been invited yet. Contact an administrator of your company. → [Users](/pro/administration/users.md) **How do I quickly create a customer, service or user?** Via **"Add"** in the header bar: "New customer", "New service" or "New user". ## Customers and customer portal **What is the difference between Hosted and Standalone customers?** Hosted customers use equipme as a customer portal under your license and your branding. Standalone customers have their own equipme license and connect with you via Partner Connect. → [Business models and licenses](/pro/getting-started/business-models.md) **A new customer can't order.** Newly registered customers first need order authorization. You are notified by the email "Order authorization requested" and enable it in the customer details; for this you need the individual permission "Manage customer settings". → [Customer details](/pro/customers/customer-details.md) **How do I design the customer portal in my own style?** Under "Administration" → "Customer Portal Settings": theme, custom domain, terms and conditions, privacy policy and legal notice. → [Customer portal](/pro/customers/customer-portal.md) **Can I enable additional modules for my customers?** Yes, per customer in the customer details, e.g. inventory, HR sync or automation. The Equipme Operate ticket system is activated by equipme (see [Ticket system (Equipme Operate)](/pro/operations/tickets.md)). You define default values for new customers in the customer portal settings. → [Customer details](/pro/customers/customer-details.md) **How do I work directly in a customer's customer portal?** Via a role in the "Customer portals" tab under "Roles and rights". Administrators and account managers automatically get access to all customers. → [Roles and permissions](/pro/administration/roles-and-permissions.md#customer-portals-tab) ## Portfolio and partners **What is the difference between product master data and the service portfolio?** Product master data are your items (e.g. a notebook model with purchasing data). In the service portfolio, you turn them into orderable services with offers, prices and terms for your customers. → [Portfolio management](/pro/portfolio.md) **Why doesn't a customer see my offer in the marketplace?** The offer is not released for this customer, not active, or not available for their region. → [Offers and pricing](/pro/portfolio/offers-and-pricing.md) **How do I import products from a distributor catalog?** Store the credentials under "Administration" → "Integrations", then use the product import. → [Product import](/pro/portfolio/product-import.md), [Integrations](/pro/administration/integrations.md#distributor-catalogs) **How do Standalone customers and other partners find me?** Via the partner directory. To do this, maintain your Partner Connect profile and turn on "Show profile in partner directory". → [Supplier profile](/pro/administration/supplier-profile.md#partner-connect-profile), [Partner Connect](/pro/portfolio/partner-connect.md) ## Orders, purchasing and warehouse **Where do I see new customer orders?** Under "Sales" → "Order Inbox". There you confirm or reject them. → [Order inbox](/pro/sales/order-reception.md) **I don't see the "Order Inbox".** You don't have the individual permission "Confirm received customer orders". → [Roles and permissions](/pro/administration/roles-and-permissions.md#individual-permissions) **How do I reorder goods from my supplier?** Via "Purchasing" → "Order proposals" and "Orders". → [Order proposals](/pro/procurement/order-proposals.md), [Orders](/pro/procurement/purchase-orders.md) **How do I book in goods that have arrived?** Under "Warehouse" → "Goods receipt". → [Goods receipt](/pro/warehouse/receiving.md) ## Fulfillment and operations **How does a customer order run through fulfillment?** Confirmed order → "Open positions" → if applicable "Picking", "Production", "Shipping" → "Completed positions". → [Fulfillment](/pro/fulfillment.md) **Why are "Picking", "Production" and "Shipping" missing from the menu?** These menu items only appear with write permissions in fulfillment and if your organization uses warehouse management, i.e. at least one warehouse has been created or you have access to the warehouse. → [Picking, production and shipping](/pro/fulfillment/picking-production-shipping.md) **I'm not allowed to set a status even though the position is open.** The process from service mapping does not (yet) allow this step. Only the "Fulfillment Manager" may deviate from it. → [Roles and permissions](/pro/administration/roles-and-permissions.md#system-roles) **Where do I process my customers' changes and cancellations?** Under "Fulfillment" → "Changes" and "Cancellations". → [Service changes](/pro/fulfillment/service-changes.md), [Cancellations](/pro/fulfillment/terminations.md) **Where do I find all my customers' services?** Under "Operations" → "Service instances". → [Service instances](/pro/operations/service-instances.md) **Where do I see my customers' tickets?** Not in Pro. Tickets are handled in each customer's Equipme Operate ticket system. → [Ticket system (Equipme Operate)](/pro/operations/tickets.md) ## Billing **Where do my bank details appear on the invoice?** In the footer; you maintain them in the supplier profile. → [Supplier profile](/pro/administration/supplier-profile.md#bank-details), [Billing](/pro/sales/billing.md) ## Automation and interfaces **How do I connect Pro with my ERP?** With the automation module and an API key from Pro. → [Automation](/pro/automation.md), [equipme connector – Pro modules](/pro/automation/connectors/equipme-pro.md) **Where do I generate an API key?** Under "Administration" → "Integrations" → "API key". The key is only displayed when it is created. → [Integrations](/pro/administration/integrations.md#api-key) ## Administration **How do I give an employee access to Pro?** "Administration" → "User" → "Add" → "New employee" or "Existing employee" and select at least one role. → [Users](/pro/administration/users.md) **My team should receive an email for new orders.** Activate the "Incoming order" notification and select recipients. → [Email notifications](/pro/administration/email-notifications.md) **How do I change the sender of emails to my customers?** In the "Email sender settings" tab. A custom sender domain is set up by support. → [Email notifications](/pro/administration/email-notifications.md#email-sender-settings-tab) --- # 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. 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