Home Office Pro
Frequently Asked Questions
Features
Home Office Pro is a comprehensive back office system that helps you manage your business by integrating a contact manager, email autoresponder, calendar, messenger system, and mentoring system into your replicated website. This powerful package makes managing all aspects of your business and schedule easy and really helps to keep you on track.
How do Home Office Pro and Response Magic work together?
Response Magic is the autoresponder system that powers the Home Office Pro autoresponder and contact management features. Each upgraded Home Office Pro account includes a Response Magic account, built in. Response Magic has a few additional features that advanced users may find useful to log in and access, including email broadcasts, importing and exporting contacts, autoresponder email editing, and so on.
How do I upgrade my account to use the advanced features?
Simply log in to your members area, and choose the “Upgrade to Home Office Pro” option, or click on an advanced feature option to be taken to a screen that will allow you to make a payment and upgrade your account.
How do I get a free Short URL?
Please Note, not all sites are granted a free short URL. Some sites have added features and so the short URL is a paid service.
When you activate your website, you will automatically receive a free Short URL; this url will be in the following format: http://www.teamdomain.com/username. For example, if you are a Work At Home United member with the username “alice”, your Short URL would be http://www.workathomeunited.com/alice.
I have a paid Short URL; can I keep using it?
Of course! Many customers who have been using paid short URLs continue to use these and maintain their paid subscription, as they prefer the http://username.teamdomain.com format for their advertising. These URLs will remain a paid service, however. You are also welcome to cancel your paid Short URL in lieu of using the new free Short URL.
What can I do in my Members Area if I have not upgraded to Home Office Pro?
Non-upgraded members can access an address-book style listing of contacts who have requested information through their website, they can receive messenger messages, view the Team Calendar and Team News. They do not have access to manage contacts, manage appointments, send emails, synchronize emails, or any of the other advanced features of Home Office Pro.
Registering and Logging In
Your username is what you chose when you registered your website- it is the name you use to log in to your members area, as well as the extension on your new Short URL. Usernames should not have spaces or special characters in them, as this can create issues in accessing your website.
Why does it say my username is already in use?
If you are registering for Home Office Pro, the username you are choosing at the time of signup is not your new website/members area username, but rather your Response Magic account username. Your Members Area login information will remain the same. The Response Magic system is used for a number of teams and many common names and usernames may already be in use. You may wish to add words or numbers to your username to make it unique.
You can reset your password by visiting the “Forgot your Password” page, linked from your Members Area login page. You will need to enter the email address you have on file with your team. A new password will be emailed to you, which you can then use to login.
I get a “Your Session has Ended” error when I try to log in!
You can receive a "Your Session has Ended" error, or experience difficulty logging in to your members area due to problems with your internet browser, computer, Internet connection, and/or security software. First, try logging in again. If you continue to receive this error, try these troubleshooting steps.
* Clear your browser's cache and delete all cookies in your browser. These browser changes will make sure you are actually logged out, instead of viewing an older saved version of the page.
* Set your web browser to accept cookies from members.platinumsynergy.com and your Team website domain. Your browser's help files will contain information on checking cookie settings. You will also need to reconfigure any security, ad/spyware-blocking, or antivirus software to allow cookies from members.platinumsynergy.com and your team website domain.
* Temporarily disable your firewall or security software while logging in to your Members area. You can find information on how to do this in the help files for these programs.
* Check your computer's date, time, and timezone settings. If your computer's date is a few days ahead or behind, you may get logged out.
* Change your Internet browser security settings. Your browser's security settings for your Team Website and members.platinumsynergy.com may be too high. You should name these as trusted sites or manually lower the browser security settings for these sites specifically. Consult your browser help files for instructions.
* Enable Javascript. Verify that JavaScript is enabled in your browser. Your team website may use Javascript. Instructions on enabling Javascript in a few popular internet browsers is below, you can also consult your internet browser's help files for assistance with this.
Enabling Javascript in Internet Explorer 7:
Click on Tools, then Internet Options
Click on the "Security" tab in the window that appears
Click on the "Custom Level" button in the "Security level for this zone" box
In the window that appears, scroll down to "Scripting"
Click on the button for "Enable" under "Active Scripting"
Click "OK" at the bottom of that window
Click "Yes" in the popup window to confirm the change
Click "OK" at the bottom of the "Security" tab window
Enabling Javascript in FireFox 2:
Click on Tools, then Options
Click on the "Content" icon
Check the box marked "Enable Javascript"
Click "OK" at the bottom of the window
* Start Internet Explorer without add-ons. Right-click on the Internet Explorer icon on your desktop and choose "Start without Add-ons" and go to your team login page. If you are able to login this way, you may need to remove or disable one of your Internet Explorer add-ons to access the login page correctly. To do this, go to Tools -> Internet Options, then click the "Programs" tab. The button at the bottom labeled "Manage add-Ons" will bring up a window that will allow you to change which add-ons are enabled.
* Reset Internet Explorer default settings. You should only do this if your browser is not loading web sites properly. This will reset all your settings to the default for Internet Explorer, including removing add-ons, deleting temporary internet files, and resetting your changed settings. This can be done by going to Tools -> Internet Options, clicking the “Advanced” tab, and then the “Reset…” button.
If none of these suggestions help you, you may wish to try an alternate internet browser such as FireFox (http://www.getfirefox.com) or Internet Explorer (http://www.microsoft.com/windows/products/winfamily/ie/default.mspx), or ask your Internet Service Provider or Computer technical support to help troubleshoot. Be sure to let them know that you are having trouble logging in to a website that uses cookies for authentication.
How do I change the contact information that shows on my website?
Choose “Configuration” and then “Edit my Website” or just “Edit my Website” from the navigation on the left of the screen. Then make changes on the page that appears, and click “Save Changes” to post the changes to the website.
How do I cancel my subscription?
To cancel your account, please follow these steps:
1. Go to the Cancellation page: http://psgadmin.platinumsynergy.com/cancel.php and fill out the official cancellation request form.
If you are paying via Paypal, please continue to step 2. If you are not paying via paypal, you may ignore step 2 and no further action is required.
2. if you are paying by PayPal service, please be sure to cancel your payment subscription with PayPal by logging into your Paypal account at http://www.paypal.com.
Find the previous transaction you had with Platinum Synergy Group Inc. by clicking on the History subtab.
Click on the details link of the transaction. At the top you will see a blue link. That is your subscription number. It always starts with S-. Click on the link.
Next, scroll to the bottom of the page and click Cancel Subscription. Confirm this cancellation when prompted by clicking on the link.
This will cancel your subscription and any future scheduled payments to us. You will also receive a notification of cancellation of subscription by e-mail. You are responsible for canceling your Paypal payment subscription.
If you have problems canceling your account, you can call Paypal’s Customer Service Center at 1-888-221-1161 for further support.
Autoresponder and Instant Follow Up Emails
How do I download emails from my team?
You will be notified when new emails are available for download; you can choose do download them from the window that pops up, or select “Synchronize my Emails” from the Configuration menu. Be aware that this will overwrite any custom edits you may have made to your autoresponder emails in each list you download emails for.
How can I view my autoresponder emails?
You can view your autoresponder emails under Configuration -> Preview my Emails in Home Office Pro, or you can log in to your Response Magic account to view and edit your emails.
Where can I edit my Auto Response /Drip emails?
Auto responder emails can be edited by logging into your Response Magic account and using the Email Editor there. More information on how to edit emails using Response Magic is available at: http://www.responsemagic.com/emaileditorguide.
Can I edit Instant Follow Up emails?
You can edit the Instant Follow Up email when you are about to send the email to a contact. After selecting which instant email to send through the Contact Pop Up Outcomes, you will be taken to an Email Edit screen when you hit the Complete button.
Instant Follow Up emails may not be edited before hand, and you will need to make the changes each time they are sent. The master set of Instant Follow Ups can only be edited by the team founder(s).
Autoresponder emails are sent automatically each day to active contacts, if they are on a list that has emails set up. Instant Follow Up emails can be sent when choosing certain contact outcomes in the contact popup.
How do I know that an email has been sent?
If you are sending an Instant Follow up or Invite Member email, A red message will appear on the page to let you know that an email has been sent. You will not receive notification of autoresponder emails that are sent. You can view which email a contact is set to receive by viewing that contact’s information in Response Magic.
Calendar
You can set an appointment using the calendar in Home Office Pro. You can access the calendar by choosing the “My Calendar” or “Your Personal Calendar” option from the navigation on the left hand side of the screen, or by choosing to set an appointment in the Contact popup.
This will take you to a page where you can choose a day and time for your appointment. To choose a day, click on the corresponding day on the month view at the top of the page. Then choose the time from the date-book below by clicking in the space next to your desired time.
You will then be taken to a page where you can change the details and add the appointment. Choose the appropriate options for your appointment. To attach a contact, click the “Attach Contact” button and click on your contact in the list that appears. You do not have to attach a contact in order to make an appointment.
You can choose to notify your contact of the appointment by email, by selecting the appropriate email from the Notify Contact drop down menu. You can also set a reminder for yourself in the Reminder drop down menu, this will send you a reminder of your appointment by email. Be sure to click ‘Add Appointment’ at the bottom of the screen to save your changes and set the appointment!
Contact Management
You can add a contact by visiting your contact list and clicking “Add a contact” in the box toward the top of the page. Fill in the contact’s information on the page that follows, and click “Add Contact” at the bottom of the page to save your changes and add the contact.
Contacts who have requested more information or registered for a website at your website will be added to your contact list automatically.
Go to “My Contacts” or “Your Contacts Database” by choosing that option from the navigation on the left hand side of the screen. Search for the contact you wish to delete by entering their name or other information into the search box, and clicking search. In the search results below, choose the icon of the person with a red X on it to delete the contact from your database.
How do I change information about a contact?
You can do this by visiting the contact details sheet for a contact, by clicking on their name in contact search results or in one of your appointments tabs. Be sure to click Update Contact at the bottom of the page to save your changes.
Choose the “Invite a Member” option from the navigation to the left of the screen. Enter the Name and Email Address of the person you wish to invite, and click “Send Email Invitation.” This will send that person an email inviting them to register for their own website. To view the email that is sent, click on the “Click here to view email” link.
How can I manage my contacts using Home Office Pro?
The easiest way to manage your contacts through Home Office Pro is by using the Contact popup. This is a popup menu that appears when you click on the phone icon or the “Contact” button for a contact. You can use this popup when contacting an individual to record the outcome of that contact; this will change the contact’s status, email autoresponder list, and allow you to send an Instant Follow Up email as appropriate.
How do I remove a contact from the Follow Up/Callback/etc tab?
If you have a contact showing in one of these tabs that shouldn’t be, it is likely that their status or autoresponder list is incorrect. You can adjust this by clicking on the Contact button or phone icon to select the proper outcome of your last contact with that person. You can also correct this by clicking on the contact’s name and adjusting their status and list using the drop-down menus in the contact details sheet.
Can I make changes to many contacts at once, import a list of contacts, or export a list of contacts?
This is possible by logging in to your Response Magic account. More information on how to use these features is available at http://www.responsemagic.com/training.php, including training videos.
How do I print out information about a contact?
Visit the Contact Details sheet by clicking on that contact’s name, then click the “Print Contact” link. This will print a simplified version of the Contact Details sheet.
New prospects can be transferred on the Home page of your Members Area, in the “Set Appointments” area. You will need to check the box next to the contact, enter the team Members Area username of the member you wish to transfer a contact to, and choose transfer.
How do I find an enrollee’s activation link?
This information is available on each contact’s Contact Details sheet, provided they have not already activated their website. It will be at the top of the contact’s information.
I am testing signing up on my website and it’s not working!
If you are using an email address that you have used to sign up for the team before, the sign-up will not be successful and will not be added to your contact list. Signups need to have a unique email address. Also be aware that multiple signups from the same computer will not be added to your contact list, to prevent abuse.
Messenger
How do I use the messenger system?
You can use Home Office Pro’s built in messenger feature to send messages through the website to members of your team. Choose the “Messenger” option from the navigation on the left hand side of the page.
To add a Friend or a Group, choose the corresponding icon from the top of the screen, enter the information about the Friend or Group you wish to add, and click Search. Choose the correct user or group from the options that appear, and click Add to add them to your list.
To send a message, choose the member you want to send the message to from your list of Team members (under Team) or Friends (under Friends). Enter the message, and click “Send” to send it. The member you send to will receive an email notification that they have a new message, if they have notifications enabled, and can view the message in their Members Area.
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