Limits and troubleshooting

This page is the honest one. Everything below is either missing, unfinished, or does not do what its label suggests. None of it is a secret and none of it is about to fix itself, so it is better written down than discovered on a Tuesday afternoon with a customer on the phone.

There is no password reset

There is no “Forgot password?” link anywhere for installer staff, on any screen. A forgotten password cannot be recovered by you, by a colleague, or by an admin at your own company.

What to do instead. Store the password properly the moment you create the account: a password manager, or wherever your company keeps its credentials. Not a sticky note on the monitor and not somebody’s memory.

If it is already forgotten, get in touch with Solar Desk and we will reset it for you. Until we do, nobody using that address can sign in, and if they are your only admin, nobody can change your pricing either.

You cannot add a colleague

Roles exist and are enforced, but there is no team management screen and no invitations. Nothing in the dashboard creates a second user.

Do not sign a colleague up on the sign-up form

/signup creates a whole new company, with its own web address, its own placeholder pricing and its own empty pipeline. Your leads will not be in it, and the web address they pick is gone for good. It looks like it worked, and it is the wrong thing entirely.

What to do instead. Ask Solar Desk to add them, and say whether they should be an admin or a rep. The same applies to changing somebody’s role and to removing somebody who has left, which matters more: there is no way for you to revoke a departing employee’s access yourself.

Your logo cannot be an SVG

Logo upload lives on the Theme page, and it takes PNG, WebP and JPEG up to 1 MB. It refuses SVG, which is the format designers most often hand over.

What to do instead. Export the same artwork to PNG, on a transparent background, at about twice the height it will be shown at. The reason for the refusal is worth knowing: an SVG is a document that can carry scripts, and this file is served on the page your customers use, so accepting one would let a bad file run code in their browser under your name.

The logo is not on your quote PDFs or on the emails your customers receive. Those carry your colours and your company name, and the logo will follow later.

The screenshots in this guide were taken on an account with no logo, so they show the company name where yours would show your artwork.

A known bug when you sign up

Clicking Create your account on the sign-up form creates the account, but nothing on screen changes.

Do not click the button twice. The first click usually worked. The second attempt will tell you the web address is already taken, by your own first attempt. Instead go to solardesk.app/login and sign in with the details you just entered.

This is a fault in the application rather than in any browser, it reproduces consistently, and it is on the list to fix.

Uploaded files are not scanned for viruses

Nothing uploaded through Solar Desk is checked for malware, in either direction. The homeowner’s own upload page says so, and the same is true of files your team uploads.

What to do instead. Treat a file that arrived from a customer exactly like an email attachment from a stranger, because that is what it is. Your normal endpoint protection is doing all of the work here.

The finance wording is not settled

Where finance is switched on, your calculator shows an APR, a monthly instalment and a representative example, and your quote PDFs carry the same. The representative example is real, it is worked out from your own figures, and it cannot be switched off while finance is on.

What has not happened is a review of the exact wording by somebody who knows UK consumer credit rules. Quoting an APR and a monthly payment is a regulated financial promotion, and this documentation cannot tell you that the current form of words satisfies that regulation, because nobody has yet confirmed that it does.

What to do instead. If you are not authorised to offer credit, turn Show finance options off in Theme settings. Your calculator will then show a total and no monthly figure, and there is nothing to review. If you are authorised, have your own compliance person read the calculator’s estimate step and a sample quote PDF before you send customers to either, and tell us what needs changing.

Smaller gaps

Each of these is a thing the product does not do, listed so that you stop looking for it.

Not there	What to do instead
Renaming a status	Ask Solar Desk; the labels can be changed, there is just no screen for it
Unsending or resending a quote	Amend it as a new version and send that
Attaching a file to a message	Upload it under Documents, tick shared, then send a message saying it is there
A second reminder email	Nothing chases, in either direction. Use the unread line in the queue and the phone
Per-person unread state	Read is read for the whole team. Treat the unread line as a shared to-do list
Searching by town or postcode	Export to Excel and filter there
Filtering by one status	The queue groups by whose move it is. Export from Everything and filter by Status
A link to a search	The search and the tab are not kept in the address. Send the search term, or the lead’s own link
Assigning a lead to a rep	Everybody sees everything. Use a note to say who has it
Deleting a note	Notes cannot be edited or deleted. Add another correcting it

Every figure in this guide is invented

The screenshots throughout this documentation come from a demo account with Solar Desk’s placeholder pricing. Every cost, saving, payback and monthly figure in them is an example, not a market rate, and the same is true of a brand new account of your own until you replace them. That is what the pricing page is for, and it is the one job that has to be finished before a customer sees a number.