Technical problems (8)

I deleted all/multiple contacts, what to do now?

Please contact us directly, we can retrieve the data from backup for you. Please be aware that this action may cause additional costs.

I linked an email address to the wrong contact. How to detach?

Go to the contact card of the person/company where it is linked to. Right-click on the email address (that should not be mentioned there at CONTACT INFO). Choose 'Delete'. Check in appearing popup 'Unlink this email address from this contact too' and confirm. Now all emails are detached from this person/company, the items no longer appear in its archive and the name no longer appears in your inbox. Link the email address again to the proper contact in for instance your inbox.

SpinOffice won't start. What should I do?

There could be a few reasons why SpinOffice won't open. Please check following options: Incorrect login details. Make sure you have the proper credentials. There is a 'Forgot password' option if needed. No internet connection. SpinOffice needs an internet connection all the time. Firewall block. It could be that your Firewall blocks our application: Go to Settings on your Windows and select Windows Firewall. Click the “Allow an app or feature through Windows Firewall” link. It may be called “Allow a program through Windows Firewall”. This will open a list of programs with check boxes next to them.  Click the “Change settings” button. In order to be allowed to adjust the settings, you may need to click the “Change settings” button. If a password is required, enter it now. Uncheck the box of the program you want to block. When the box is unchecked, the firewall will block it from connecting to the internet. Save your settings. Once you’ve finished making changes, click the OK button to save your Firewall settings. Please contact us so we can help you get it fixed. Not a compatible Mac OS X version. SpinOffice works on Mac OS X 10.11 and later.

I cannot configure my email account. What should I do?

The most important thing is that you have the correct account details at hand, because to integrate your email  SpinOffice needs your account name, the associated password and possibly the IMAP server (server for incoming email). So make sure you have that ready. Many mail accounts (e.g. Microsoft, Outlook, Google, iCloud) offer OAuth2.0 authentication for a secure connection to your email account. This means that SpinOffice connects with your email account without entering your account password. Instead of storing the username and password for your account, we use "access tokens" and "refresh tokens" from Microsoft. This means we do not have or store your account credentials. That's a safe thought, right! SpinOffice offers both email account + password configuration (IMAP_ and OAuth2.0 authentication. Here are some helpful articles for troubleshooting configuration issues with the most common types of email accounts: Outlook / Office 365 How to add a Microsoft Outlook / Office 365 account with OAuth 2.0? How to add an Office 365 account with App password? How to add a Microsoft Outlook account with App password? Google / Gmail How to add a Google / Gmail account? I don't succeed to integrate my Google or Gmail account. What should I do? iCloud I get a 'Failed unknown error' when configuring an Apple account (iCloud, me.com) account. How to resolve? How to add an iCloud account with App password? If this is not enough and for some reason you are unable to configure the account, or SpinOffice gives an unclear connection error, please contact us and we will help you solve the connection problem. To start configuring an email account again, follow the steps as described in the following article How to add a new email account.

I forgot/lost my phone, now i can't login with two-factor authentication.

Lost your phone? If you've lost your phone or can't find it, you likely no longer have the Google Authenticator app with the SpinOffice 2FA code linked. In that case, SpinOffice needs to be re-added to the Authenticator app. Follow these steps to resolve this: Open SpinOffice on your computer. Enter your password. SpinOffice will prompt you for the verification code. Select "Reset QR via email." An email with a link will be sent to you. Open your webmail in a browser or access your email on another phone. Click the link in the email. SpinOffice will then display a new QR code that you can scan with the Google Authenticator app. Enter the new six-digit security code generated by the Authenticator app. Click "Connect" to gain access to SpinOffice. Temporarily forgot your phone? If you forgot your phone for a day and still want to log in using two-factor authentication, you have two options: First option: Borrow a colleague's phone, reset the QR code on the SpinOffice login screen, add your account to the Authenticator app, and scan the new code using your colleague’s phone. Second option: Ask a colleague with admin rights to temporarily disable two-factor authentication under the CRM preferences screen. This change will apply to all users in the database. Once you have your (new) phone again, reset the QR code once more to link SpinOffice to the Authenticator app on your own device.

SpinOffice won't start. What should I do?

There could be a few reasons why SpinOffice won't open. Please check the following options: Incorrect login details. Make sure you have the proper credentials. There is a 'Forgot password' option if needed. No internet connection. SpinOffice needs an internet connection all the time. Firewall block. It could be that your Firewall blocks our application: Go to Settings on your Windows and select Windows Firewall. Click the “Allow an app or feature through Windows Firewall” link. It may be called “Allow a program through Windows Firewall”. This will open a list of programs with check boxes next to them.  Click the “Change settings” button. In order to be allowed to adjust the settings, you may need to click the “Change settings” button. If a password is required, enter it now. Uncheck the box of the program you want to block. When the box is unchecked, the firewall will block it from connecting to the internet. Save your settings. Once you’ve finished making changes, click the OK button to save your Firewall settings. Please contact us so we can help you get it fixed. Not a compatible Mac OS X version. SpinOffice works on Mac OS X 10.13 and later.

'Undelivered Mail Returned to Sender' failure for sending emails.

When you receive following 'Undelivered Mail Returned to Sender' failure in your inbox when sending an e-mail it can have several causes, including your mail from being marked as SPAM by the receiving mail server. Please sent the entire message to us so we can take a close look at it and inform you what to do. In general, to prevent your outgoing email sent from out of SpinOffice to be marked as SPAM, we advise you to have our mail server added to the SPF records of your domain. Your domain hosting provider will be able to to this in the portal area of your domain.  Add our mail server to the DNS-zone of your domain in order to have email traffic from our servers to be accepted by your mail provider.  The record that should be added is: include:spf.spinoffice-crm.com The SPF records will look as follow: v=spf1 include:spf.spinoffice-crm.com -all When this is done, your sent email will no longer be marked as SPAM.

I get a 'Failed unknown error' when configuring an iCloud, me.com account. How to resolve?

That's a message we receive from Apple when we try to connect with your Apple account. Two reasons could cause this message: Incorrect account name and/or password: In the configuration wizard, enter the following: Server name: imap.mail.me.com SSL Required: Yes Account name: This is usually the name part of your iCloud email address (for example, emilyparker, not emilyparker@icloud.com). If SpinOffice can't connect to iCloud using just the name part of your iCloud email address, try using the full address. Password: your mail account password When this is not solved the issue, you have to generate an app-specific password for SpinOffice in order to connect. To set up a password that allows SpinOffice to access your iCloud or me.com account through IMAP, follow these steps. After you generate your app-specific password, enter or paste it into the password field of SpinOffice as you would normally.