Sollos Support & FAQs
We’re here to help. Get fast, simple answers to common questions or connect with our support team to get your issue resolved.
How Can We Help You Today?
Use our resources below to find the help you need.
Want to learn how to build a workflow or set up your calendar? Our Knowledge Base is a library of step-by-step guides.
Frequently Asked Questions
You can easily reset your password at any time from the main login screen. Simply click the “Forgot Password?” link and follow the on-screen instructions to have a reset link emailed to you.
Go to Settings > Billing > Payments > Payment Method. From there, you can securely update your credit card and billing details.
Invoices are available under Settings > Billing > Payments > Payments History. Scroll down to view and download any past invoices.
You can manage your plan under Settings > Billing > Subscriptions. If you’d like to upgrade, downgrade, or cancel, select the appropriate option. Need help? Just reach out to support from the live chat.
We offer refunds on a case-by-case basis within the first 7 days of your billing cycle. If you’re not satisfied, just contact support and we’ll review your request.
You have full control over your team. You can add or remove users by navigating to Settings > My Staff and clicking the “Add User” button or the trash icon to remove an existing user.
Each team member should have their own login for security and activity tracking. You can add users under Settings > My Staff.
First, check your spam or promotions folder. If it’s not there, try resending the reset link or contact support to verify your email is correct.
Yes. If you need to take a break, reach out to support. We can temporarily pause your billing and reactivate it when you’re ready. Please note that during this time you will not be able to access your dashboard.
This is almost always a simple configuration issue. The most common reason is that your email or phone service (like Mailgun or Twilio) needs to be properly connected or topped up. Please check your “Settings” to ensure your communication services are active and properly configured. Go to Settings > Email Services or Phone Numbers to verify configuration.
Our system integrates seamlessly with Google Calendar and Outlook. If you notice a sync issue, the best first step is to disconnect and reconnect your calendar. You can do this by going to Settings > My Profile > Calendar Settings, disconnect your calendar, and then reconnect it. This usually resolves 99% of sync issues.
Make sure your form is linked to a workflow or has the “Create/Update Contact” action enabled. Also, check that required fields like email or phone number are included in the form.
Go to Settings > Integrations and connect your Facebook, Instagram, Google My Business, or TikTok accounts. Authorize access and select the correct pages/profiles when prompted.
Please copy the error message and contact our support team. Many errors are due to expired tokens or disconnected integrations and can be resolved quickly.
This often means the phone number or email isn’t verified or formatted correctly. Double-check the contact details and make sure your sending account is active and authorized.
Think of Workflows as the modern, more powerful “brain” of your automation. They can handle complex logic, “if/then” scenarios, and multiple actions. Campaigns are a simpler, older tool for basic email or text sequences. We recommend all new automations be built using the Workflow builder for maximum power and flexibility.
Yes! We make this simple. You can import your existing contact list by navigating to the “Contacts” section and selecting the “Import Contacts” button. The system will guide you through uploading a CSV file and mapping your data fields.
Yes. We offer a robust, HIPAA-compliant solution for all eligible healthcare clients, which includes a signed Business Associate Agreement (BAA). This is an add-on module designed to provide enterprise-grade security for PHI. You can learn more on our HIPAA Compliance page.
Your data is securely stored on U.S.-based, SOC 2 Type II compliant servers with end-to-end encryption and regular backups. We follow industry best practices for privacy and security.
Yes! Download the LeadConnector app from the App Store or Google Play. You can manage contacts, conversations, calendars, tasks, and more from your phone.
Yes. We provide email support, step-by-step video tutorials, and optional 1:1 onboarding sessions for new clients who request it.
Absolutely. You can build automations in the Workflow Builder to send emails, texts, assign tasks, and more, all based on triggers like form submissions, appointment bookings, or pipeline stages.
Yes. You can send invoices, collect payments, and track transactions by connecting Stripe under Settings > Integrations.
Can I track where my leads are coming from?
Yes. You can build and schedule email and SMS campaigns using the Marketing and Workflows sections. Just make sure your sending domains and numbers are properly set up.
Yes. You can connect a custom domain for email sending, and port in or register a business phone number for texting and calling.
Sollos includes tools to manage opt-ins, unsubscribe links, and SMS consent. You’re responsible for staying compliant with your local laws, but we make it easy to set up the right workflows.
Make sure your sending domain is authenticated (SPF, DKIM, DMARC). Also avoid spammy language and test with small lists before full sends.
Yes. You can create itemized invoices or use forms and pages to collect service details, then embed Stripe to accept payments.
Yes. Using custom value tracking and the Opportunities pipeline, you can assign a value to each lead and track sales conversion per campaign.
Sollos supports multiple payment processors. To see the most up-to-date list and connect your preferred option, go to Payments > Integrations.
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