Support
Need help with Frameboard?
This is the right place. Whether you are a rep with a question about an order or a manufacturer working through your catalog setup, we are here to help.
Email our teamCommon questions
The FAQ sections below cover the most common questions for reps and manufacturers.
Jump to FAQsNot a user yet?
Frameboard is in private pilot. Request early access to get started as a rep, or reach out about adding your catalog as a manufacturer.
Who we support.
Frameboard serves two audiences with different needs. Here is what each group can get help with.
For independent reps
Help for reps on the road.
If you use Frameboard to manage accounts, build orders, and stay on top of your territory, we can help with:
Catalog and orders
Questions about browsing frames, building orders, or sending to manufacturers.
Sync and offline
Trouble with data not updating, orders not sending, or working without a connection.
CRM and territory
Adding accounts, recording notes, setting follow-ups, or using the territory directory.
Account and login
Signing in, switching devices, or recovering access to your account.
For manufacturers
Help for manufacturers in the network.
If your catalog is in Frameboard and you receive orders through the platform, we can help with:
Catalog onboarding
Getting your product line, photos, and pricing into Frameboard.
Order form setup
Using your official order form and keeping it current when it changes.
System integrations
Connecting your ERP, setting up EDI, FTP, or API order delivery.
Order troubleshooting
Looking into a specific order, a missing field, or a delivery issue.
FAQ
Questions from reps.
How do I get started with Frameboard?
Frameboard is currently in private pilot. Request early access and our team will reach out to get you set up. Once you are onboarded, catalogs for the manufacturers you carry will already be in the app.
What happens when I am in an office with no Wi-Fi?
Catalogs, customer records, and draft orders all live on your iPad. You can browse frames, build an order, and save it without a connection. Everything syncs automatically when you are back online.
How do I send an order?
When your order is ready, tap Send. Frameboard splits it by manufacturer and delivers each company its own official form. You do not need to send anything separately to each manufacturer.
A frame I am looking for is not showing up. What should I do?
Catalogs update nightly. If a frame is missing, it may have been discontinued, or the manufacturer's catalog may not yet include it. Email us at info@frameboard.io and we can check on it.
How do I add a new account or prospect?
Open the territory directory, find the office you want to add, and tap once to add it as a prospect. It will appear in your CRM book and you can add notes, contacts, and follow-ups from there.
I am having trouble logging in or my data is not syncing. What should I do?
Try closing the app and reopening it. If you are on a new device, make sure you are signed in with the same account. If the issue continues, email us at info@frameboard.io and include what you are seeing.
FAQ
Questions from manufacturers.
How do I get my catalog into Frameboard?
We work with you directly to onboard your product line. You do not need to set anything up yourself. Reach out through the manufacturer inquiry form and we will take it from there.
What if my catalog or order form changes?
Email us at info@frameboard.io and we will update your catalog or form. Reps will see the changes on their next nightly sync.
What formats can you accept for catalog data?
We can work with spreadsheets, CSV exports, ERP data feeds, or a direct API connection. If you are unsure what you have, just describe your setup and we will figure out the best path.
How are orders delivered to us?
Orders can be delivered by email (PDF or CSV attachment), EDI (850/855), FTP or SFTP file drop, or direct API post. We set this up during onboarding based on how your team processes orders.
We received an order that looks wrong. What should we do?
Email us at info@frameboard.io with the order details. We can pull the original submission and help track down what happened.
Did not find what you need?
Email us at info@frameboard.io and describe what you are working through. We typically respond within 1 business day.
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