Q: I get the error "There is no (Accounting system) customer linked to Customer name” when submitting or updating a quote/order. What should I do?
A: Click the Fix button. This will take you to the customer's Settings tab, where you can link the correct customer from your accounting system.
If the customer isn’t showing in the dropdown list:
Go to Settings > Integrations
Click Update accounting data to refresh the list.
Q: Who can access the Customers page?
A: Users with the following roles can access the Customers page:
Administrator
Power User
Standard User
Standard User No Invoicing
Standard User No Pricing
Q: I get the error “A company with this name already exists” when adding a customer.
A: This means a customer with the same name already exists in Factory. Try the following:
Refresh the page
Search for the customer name
Make sure Show archived customers is ticked
Q: Where can I update a customer's name, address, and ABN?
A: Go to Sales > Customers, search for the customer, then:
Select the Billing address tab
Edit the customer name, address, or ABN as needed
Click on any white space to automatically save the changes.
Q: I get an error saying “Maximum upload file size is 20MB” when uploading a file in Collaborate.
A: The maximum file size for uploads in Collaborate is 20MB. If you’re uploading multiple files:
Upload them one at a time
Ensure the total combined size does not exceed 20MB.
Q: When adding products to Quotes or Sales Orders, I can only see one price level using Add Product > Product Catalogue. Why?
A: This happens because a specific price level has been assigned to the customer linked to the quote or order. To view all available price levels, simply tick Show all price levels when adding products.
Q: We don’t charge tax on overseas orders. Is there a way to set a customer to be tax-free by default?
A: Yes. To make new orders tax-free by default for a specific customer:
Go to Sales > Customers
Select the customer
Open the Settings tab
Under Sales and Invoicing, tick Default new orders to tax free
Q: I’ve set up customer due dates, but the due date field is empty on the invoice PDF. Why?
A: If the customer’s due date was set after the invoice was generated, it won’t appear on the PDF. To apply the change, generate a new invoice.
Also, if you’re using two tabs (e.g. one to update due dates and one to generate invoices), make sure to refresh Factory so the updates apply correctly.
Q: We’ve created an internal customer and don’t want their quotes or orders sent to our accounting package. How can we stop this?
A: To prevent quotes or orders from being sent to your accounting system for a specific customer:
Go to Sales > Customers
Select the customer
Open the Settings tab
Tick Do not send orders to accounting package.
Q: I get the error “Please fix email/phone number formatting within highlighted contact(s)” when deleting a customer contact. What does it mean?
A: This error means one or more contact fields (email, phone, or mobile number) have an invalid format.
Check the highlighted contact(s) and make sure all email addresses and phone numbers are entered in a valid format before trying again.