Docs / Reference & troubleshooting

Troubleshooting

Overview

Something not working? Start here. The trick is to find the one thing that's actually broken instead of guessing — so each section below tells you how to spot the cause first, then fix it. If your issue isn't here, the FAQ covers the "how does this work" questions.

Rule of thumb: read the message Setell gives you. It almost always names the cause — an expired connection, an unsubscribed customer, an unverified domain.

A quote won't send

First, look at what Setell told you when you clicked Send to customer. The error message points straight at the cause.

  • "This customer has unsubscribed from email." Your customer opted out of email, so Setell won't email them — that's by design. Send them the Deal Room link directly (copy it, or text it) or reach them another way. The quote itself is fine.
  • "Reconnect required" near your email/sending setup. Your sending connection lapsed. Open Settings and reconnect, then send again. Your quote is saved — only the connection dropped.
  • You hit your plan's limit. If you're on Free and used your 2 AI quotes this month (or Business and used your 50), Setell will say so and show the upgrade. Upgrade, or wait for your monthly reset. See docs/reference/whats-gated.
  • Nothing happened when you clicked Send. Refresh the job page and check the status. If it now reads Sent, it went out — the screen just didn't update.
Sent but your customer says it never arrived? That's a delivery problem, not a send problem — see the next section.

A quote sent but my customer never got it

The quote left Setell but landed in spam, or never reached the inbox.

  • You're sending from a shared/default address. Verify your own sending domain so quotes come from your address with proper email authentication (SPF, DKIM, DMARC) — this is the single biggest fix for spam-foldering. Go to Settings, add your domain, add the DNS records it shows you, and wait for it to read Verified. See docs/integrations/sending-domain.
  • Quick confirm without waiting. Use Preview as customer on the job to open the exact link your customer gets. If it opens for you, the quote is good — the issue is email delivery, not the quote.
  • In the meantime, copy the Deal Room link and send it to your customer directly (text, another email, etc.). The link works regardless of how it gets to them.

QuickBooks isn't syncing

First, check the QuickBooks card in Settings → Connections. It tells you the connection's state.

  • Card says "Reconnect." Your QuickBooks authorization expired or was revoked on Intuit's side. Click Reconnect and re-approve. Your data is safe — only the connection lapsed.
  • An invoice didn't appear in QuickBooks. Confirm the job actually reached Invoiced in Setell (the invoice only syncs out at that stage), and that your plan is Business or Pro. If both are true, syncing retries on its own — check QuickBooks again shortly.
  • A paid invoice didn't move my job to Paid. Payments sync back from QuickBooks automatically and usually within minutes. Give it a moment and refresh the job. If it stays stuck, reconnect QuickBooks to refresh the link.
  • "Already connected to another account." That QuickBooks company is connected to a different Setell account. The owning account must Disconnect it first. See docs/integrations/quickbooks.
QuickBooks sync is a Business and Pro feature. On Free, connect after upgrading.

My customer can't open the link

  • "Page not found" when they click. The link may be mistyped, or the quote was recalled. If you recalled it, the link is meant to stop working — revise and send again to give them a fresh, working link.
  • They're looking at an old version. They don't need a new link. The Deal Room link always shows the latest version of the quote — ask them to refresh the page.
  • They say it looks wrong / unbranded. Check your brand setup in Settings (logo, color). The Deal Room reflects whatever's saved there. See docs/deal-room/branding.
  • Confirm it yourself. Click Preview as customer on the job — that opens the customer's exact view. If it works for you, the link is good.

Boxx isn't responding

  • You hit your Boxx message limit. Free includes 25 Boxx messages (lifetime); Business includes 200 a month. If you're out, Setell says so — upgrade or wait for your reset. See docs/reference/whats-gated.
  • Boxx says it can't find a job or customer. Be specific — give it the customer name or job. "Follow up with Northwest Fabrication" beats "follow up."

When you're still stuck

  • Note the exact message on screen and what you clicked right before it.
  • Try Preview as customer to separate a quote problem from a delivery problem.
  • Reach out to support with that message — it's the fastest path to a fix.

FAQ

  • A status didn't update after my customer acted. Approving, signing, and paying update the job within seconds. Refresh the job page first. If it persists, reconnect the relevant integration.
  • I recalled a quote — can my customer still see it? No. Recalling kills the link. The email already in their inbox can't be retracted, but clicking through won't show the quote.
  • Why is my quote going to spam? You're likely sending from a default address. Verify your sending domain — that's the fix. See docs/integrations/sending-domain.
  • How do I know if it's QuickBooks or Setell? Read the QuickBooks card in Settings → Connections first. If it says Reconnect, the connection is the problem.

Related

docs/reference/job-statuses · docs/reference/whats-gated · docs/integrations/quickbooks · docs/integrations/sending-domain · docs/deal-room/overview

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