--- title: F.A.Q slug: faq icon: ⁉️ docTags: createdAt: 2021-11-26T10:57:04.000Z --- Welcome to our Frequently Asked Questions (FAQs). Select a subcategory of FAQs below to navigate to your topic areas of interest. ## General :::ExpandableHeading ### Why am I not receiving the login code? Every Contact, who belongs to the "HyperPortal users" group may log in to the system. Logging in is done by email, stored either in:* *email work** OR **email private** property of the Contact records. *The reason for not receiving the login code is possibly one of the mentioned below:* 1. An email address may be incorrect (verify that you have entered the correct email, identical to the one stored in your HyperPortal record). 2. The message may have been blocked by the carrier or email service provider. Search for the verification email in the ****spam mailbox**** in the first place and then ****all mail**** folder. 3. You may not belong to the HyperPortal users group. Please contact your administrator or Hyper Coach to set up proper permissions for you. 4. If you have a VPN service running, turn it off as it may cause latency issues or the verification code delay. 5. Check your browser for outdated data leftovers. Try clearing your browser's cookies and browsing history. Also, make sure your browser is updated to the latest version. Instructions can be found [here](https://www.wikihow.com/Clear-Your-Browser%27s-Cache). ::: :::ExpandableHeading ### Why is my page empty after I log in? By default, a user does not have permission to see any data in the HyperPortal, unless stated otherwise. This means that when you access the HyperPortal workspace, you should receive an empty screen unless you are granted permission to see any content stored in it. Permissions can be granted by your portal administrator or your Hyper Coach. [Here](https://docs.hyperportal.org/permissions) you can learn more about permissions setup. ::: :::ExpandableHeading ### How to add a new user? In order to create a user profile, first you need to create this user as a contact in your CRM section. Then provide needed permission groups and set individual permissions if necessary. [Here](https://docs.hyperportal.org/login-process) you can find detailed info about creating a new user and the login process. More info about setting up permissions can be found [here](https://docs.hyperportal.org/permissions). ::: :::ExpandableHeading ### I can't open export (or any other) links sent to me by HyperPortal because of the Outlook firewall. Why is this and how can it be solved? This is caused by the firewall settings of your organization, sadly we can't do anything about this on our side. You can contact your firewall admin and request to whitelist all links from \*.hypercharge.org on your Outlook servers. [Microsoft instructions for whitelisting a domain in SafeLinks.](https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/configure-global-settings-for-safe-links?view=o365-worldwide) Meanwhile you can decrypt URLs encoded by Outlook here > [https://www.o365atp.com/](https://www.o365atp.com/) ::: :::ExpandableHeading ### How do I correctly cancel a running process? Don't cancel a process by manually editing the "Process status" property directly on the record. This does stop the process, but its tasks are left stranded, still showing up on the user's kanban dashboard with stuck tasks. Use the process's built-in cancel action from its menu instead — that's the only path that also cleans up the associated tasks correctly ![](https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/JsewHdGoAJ40rO4bI2AGm_image.png) ::: ## Templates :::ExpandableHeading ### How to create a new email template? In order to create a new template, select 'Templates' in the menu and 'Emails' in the dropdown list. If you do not see this section in the menu, it means you do not have permission to access this area. Contact your Administrator, or Hyper Coach, to set up proper permissions for you. ::Image[]{alt="Emails in dropdown menu" src="https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/4664hXbluJpRxMq-O3rg-_screenshot-2022-11-23-at-113244.png" size="90" width="965" height="209" caption="Selection of email template" position="flex-start" darkWidth="965" darkHeight="209" showCaption="true"} Once you are in the "Emails" section, click the 'Add: Email template' button. !['Add: Email template' button](https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/qrwRo5-3wbX4KCn-Y8r4W_14.png "Select 'Add: Email template' button") You have to add your content to the template by using a graphical builder or inserting HTML code. Please note that your changes are not saved automatically, so if you want to keep your progress, do not forget to press the 'Save' button once in a while. For more detailed information regarding the email template-building process visit [here.](https://docs.hyperportal.org/email-builder) There is an option to edit or delete a template as well. Press the 'Save' button to save the changes. ::Image[]{src="https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/u2jaAIbnc1A8-aH2IryVp_screenshot-2022-11-23-at-121545.png" size="90" width="1275" height="384" caption="'Edit' and 'Delete' buttons" position="flex-start" darkWidth="1275" darkHeight="384" showCaption="true"} System templates can't be deleted (the delete button is disabled) as they are essential for the functioning of HyperPortal. ::: :::ExpandableHeading ### How to upload a document template? Select 'Documents' from the 'Select' submenu. But first, make sure that you have sufficient [permissions](https://docs.hyperportal.org/permissions). ::Image[]{alt="Documents in dropdown menu" src="https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/52d91pQhvz6ua68VmalWW_screenshot-2022-12-06-at-154542.png" size="80" width="759" height="187" caption="Selection of Document templates" position="flex-start" darkWidth="759" darkHeight="187" showCaption="true"} Click on the 'Add template' button. ![Click on the 'Add template' button](https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/7-mKivpfXXUHxzR_cPpkV_screenshot-2022-12-06-at-154548.png "The 'Add template' button") Unlike email templates, editing of the document template should be done in your document processor software. Then the resulting document is uploaded into HyperPortal. To upload a document click on the file area or drag and drop the file from your computer folder. ![File area or drag and drop option for uploading the file](https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/5YOYqPURTD__lGT21u4xF_screenshot-2022-12-06-at-154556.png "Area to upload a document template") Here you can set up a proper name for your template and delete it if no longer needed. ![How to edit and delete the template](https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/WQSq9mQ_2cSwZPRDwHT04_screenshot-2022-12-06-at-155545.png "'Edit' and 'Delete' buttons") Visit [here](https://docs.hyperportal.org/documents) to learn more about creating document templates and using variables. ::: :::ExpandableHeading ### How to make multilingual templates? Select 'Templates' -> 'Emails' -> 'Create template' !['Emails' from dropdown menu](https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/NwFQlJA45_rRz7Zl4vn-r_screenshot-2023-01-24-at-124552.png "Navigating to Emails section") ![How to add new email template](https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/GQLRYPqS82_4bN-5Rfdwy_screenshot-2023-01-24-at-125304.png "Adding new Email Template") Start creating your template with the selection of a language. ![Selection of the template language](https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/Wt3V36oz5uykhiei-qCzR_screenshot-2023-01-24-at-124413.png "Language of the email template") After you have created and saved your template, you can set a version in a different language. Open your template in a new tab and select the needed language, create a template in a corresponding language, and save. In order to quickly create a template in multiple languages, it might be useful to copy code from your first language, then switch to a second language, paste code, and change the text to the needed locale. You need to: 1. Click on the 'Edit code' button. 2. Insert your code (previously copied from the original language document). 3. Click on the 'Save' button. ![How to copy code to email template](https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/2zgbG-dbZztA9Kp7jiI0U_screenshot-2023-02-14-at-112443.png "Copying code to email template") ### ** ::: :::ExpandableHeading ### Why do I receive a letter in the wrong language? In processes you need to check the email node as the selection of language is set up there. The path is Workflows > Processes > *the needed process *> Settings ( 'gear' icon) > Tasks > Email node > Click on it In the example below, we observe that the default template is indicated English. ::Image[]{alt="Mapping of the languages" src="https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/CMWDz9fkdSr7zTMoLkhqs_image-1.png" size="62" width="806" height="738" caption="Example of language selection in Email node" position="flex-start" darkWidth="806" darkHeight="738" showCaption="true"} The recipient of the letter receives the letter in the language which is indicated in the profile of the organization. If there is no language indicated in the profile of an organization then the language will be English as the default template is in English. ::: :::ExpandableHeading ### Can I revert to the previous version of the template? At the moment, there is no possibility to revert to an older version from the email template builder UI. However, this is technically possible. An admin or a HyperCoach can revert to the previous version of your template so feel free to ask for assistance. In order to revert one should click on CMS in the menu > search for 'Email template' in the search box > click on it > select the required template > click on "Time icon" in Configuration > select the needed version. Select the version of the template by the time of change. ![The needed version in Configuration](https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/5O3hEYcwV-KU6mZGIwG9j_screenshot-2023-02-15-at-181624.png "Select history on the configuration") ::Image[]{alt="The list of existing versions" src="https://api.archbee.com/api/optimize/5goaGPkGyPYxtK7K75CEC/9_VPYl8vnPwZvHHLSDqDR_screenshot-2023-02-15-at-190523.png" size="78" width="630" height="736" caption="Restore value to revert to the needed version of template" position="center" darkWidth="630" darkHeight="736" showCaption="true"} ::: :::ExpandableHeading ### Why does the Email Templates page suddenly look empty or broken for some users? *Two known causes :* 1. *Permissions gap:* On some tenants, the "Configuration" property under CMS > Email Templates > Settings > Definition has Read/Write enabled only for "HyperPortal admins" — other groups (e.g. Marketing) get a blank/broken-looking page with no "access denied" message. **Fix:** grant the affected group Read/Write on that Configuration property, matching what's set on other tenants. 2. *Temporary outage* Make sure to check for a temporary outage first ***before ***assuming it’s a permissions issue. When multiple user(s) on tenant(s) at once got this issue, it may be an unrelated transient bug rather than a permission issue. :::