FAQ
Common questions about logins, billing, documents, your team and printing.
Can two people share one login?
No. Kopperfield is designed for each person to have their own login, so invite each person with their own email address. Sharing one login between people or computers can make the tools behave unpredictably. See Adding and removing team members.
I logged in but my documents or plan are missing.
You are probably in a different account from the one you expect. See I can't find my document and I paid but my account still says free.
Can I move my subscription to a different login email?
Yes. Email us from the address on the account and tell us which email you want to use. We may ask you to verify the account before we make the change.
How do I change a teammate's login email?
Remove the person, then invite them again with the new email address. If it is your own login, or the account's only admin, email us instead.
Can I manage my team from the mobile app?
Yes. In the app, go to Settings, then Team settings.
Why is the Manage billing button greyed out?
Only admins on your account can manage billing. If you are not an admin, the button is greyed out, and hovering over it shows "Contact an admin to manage billing." Ask an admin on your team, or email us.
Nothing opens when I click Manage billing.
The billing page opens in a new tab. Allow pop-ups for kopperfield.com and try again.
Where do I find my invoices?
Go to Settings, then Subscription, then click Manage billing. From there you can manage your payment method, billing email and invoices, or cancel your subscription.
Can someone cancel for me?
Email support@kopperfield.com from the address on the account and we will help.
Can I delete a document instead of archiving it?
On paid plans, the menu on each document in the list has a Delete option (fault current calculations can only be archived). Deleting is permanent and cannot be undone in the app, so archive anything you might need later. If you think something was deleted by mistake, email us straight away.
Do my teammates see the documents I make?
Documents belong to the account, so everyone on your team works from the same lists. If a teammate cannot see your documents, check that you are both in the same account.
How do I avoid losing work?
Save as you go. In the dashboard, Save and view saves your changes and takes you back to the document.
My PDF prints as random symbols. How do I fix it?
The problem is usually how your printer or PDF viewer handles the file, not the file itself. In Adobe Acrobat Reader, go to File, then Print, click Advanced, check Print as Image and print again. That fixes it most of the time. If it doesn't, update Acrobat (Help, then Check for Updates) and install the latest driver for your printer from its manufacturer's website. Still stuck? Email support@kopperfield.com with the PDF, your printer make and model, your operating system and the PDF viewer you use.
