1. HOW DO I LOG IN TO MY PAPERTRAIL ACCOUNT FOR THE FIRST TIME?

Papertrail takes IT security extremely seriously.  The information contained in an account is documentary evidence of compliance that has been carried out by an authorised user on a specific date and a specific time.  To that end, setting up your user profile from a Papertrail invite has to be not only simple and effective, it has to be secure too.

To find out a little more about how logging in for the first time works, click here to read the short and informative help desk article on how to do it.


2. WHAT HAPPENS IF I HAVE FORGOTTEN MY USERNAME AND/OR PASSWORD?

Don’t worry or panic, with so many usernames and passwords bouncing around your head it is understandable that you may forget one occasionally.  The really important thing you need to do is ensure you are sat at a PC, laptop or device that has an internet connection and allows you to receive an email from us.

If you are, go to the Papertrail log in screen and use the link to reset your password: 

Papertrail will now automatically send a password reset link to the email address that you used to originally register with.  If you don’t receive an email within a few minutes (dependent on your ISP/internet connection/email provider) you may have either registered with a different address or our invite may be sat in the spam filter/junk box.

For security reasons, the password reset link in the email is only valid for 60 minutes - please continue checking for delivery and use the link as soon as you can.

For a little more information on resetting your password, please click on this link and read the short help desk article.


3. WHY CAN'T I DELETE A RECORD?

If you have just created a record and realise you don’t need it then you can choose the option to delete it immediately.

However, please remember that  a papertrail record is essentially a document that displays evidence to show legal compliance with regulations and legislation.  If you have added a note or an inspection log against a record it cannot be edited or deleted from your account.  What you can do instead is retire the record so it becomes part of your archive.  This means it will still be available if you are ever called on to show something has been carried out on a particular item on a specific date etc - I suppose it’s a bit like keeping all your bank statements and insurance documents for a period of time, just in case.

To see how easy it is to retire a record into the archive click on this link to read the short help desk article.


4. I HAVE AN EMPTY FOLDER AND CAN’T DELETE IT, WHY?

If you have what is seemingly an empty folder but you get an error message that says you can’t delete it, it could be that you don’t have the correct permission to carry this out or more than likely it has ‘Retired - archived’ records that will stop the folder from being deleted.

Essentially, when a record is ‘Retired’ it becomes viewable from within the 'Archived' filter on your dashboard, however in reality it stays where it is but is ’hidden’ from general view.  This is important for Papertrail as ‘Retired’ records require somewhere to be retrieved to if necessary.  This means the folder may look empty but in reality it isn’t.

All’s not lost however.  To manage your account smartly have a look at this help desk article and it will show you how you can still do this task.

5. HOW DO I MOVE FOLDERS AROUND MY ACCOUNT?

Papertrail has made moving and nesting folders around you account is really easy.  Essentially you can 'drag and drop' a folder to a 'Top Level' or inside another folder if necessary, it’s up to you to create the system you want.

To learn a little more click on this link and you will see a great video and article that will explain everything more fully.

6. CAN I RETRIEVE A RECORD THAT WAS RETIRED IN ERROR?

Although not too frequent, we do get requests to retrieve item(s) that have been retired in error by an over zealous member of staff during an inspection.

Using a great bit of functionality called 'Revert' action it is pretty easy to 'cross out' the action that retired the record and make it available again (N.B. this action doesn't delete the error it merely over rides it, leaving the evidence of what has happened in place).  One important thing to remember is that you need to be an administrator or have 'Edit' permissions to do this.

Additionally, a note or inspection log is seen as documentary evidence and once entered cannot be edited or amended in any way.  We appreciate that you may enter or something in error and need to put it right but if it has been entered then it is potentially evidence that shouldn't be changed, however, you can revert.

To see how to 'Revert' a log or note click here and have a read of the help desk article that will hopefully explain everything in more detail.

7. CAN I CREATE MORE THAN ONE RECORD AT A TIME?

Creating a record for an item of equipment is really simple but if you are trying to create many records for the same type of items such as karabiners or helmets etc it may look a little daunting.

To help you out we have added some great functionality called ‘Cloning’ that allows you to create one record then make a direct copy of it to add a second (N.B. when you create the copy you have to remember to edit the name and remove the word copy from the title as well as amending anything else such as the serial number).  Once you have created 2 ‘cloned’ records you can then select both and clone them again, creating 4 records; from there on you can carry on selecting as many as you like, multiplying your number easily.

If you want to hear some more, have a look at this great help desk article and get cloning quickly and efficiently.


8. HOW DO I CHANGE SOMETHING ON MANY RECORDS AT THE SAME TIME?

Papertrail has added a brilliant bit of time saving functionality that allows you to edit the same field on multiple records at the same time.  Sounds odd but you may want to amend the next inspection date of a folder full of karabiners or change the frequency of inspection for you helmets from monthly to 6-monthly.

To see how easy it is to carry out this important administrative action have a look at this great help desk article and you will soon be able to 'bulk' edit on your account.

9. HOW TO FORCE SYNC THE MOBILE APP

The mobile app will always sync as long as it has a good 3 or 4G cellular or wireless internet connection. Even though the app tells you the 'Sync is up to date' you may feel that you want to ensure it is.

The simplest way to do this on both iOS and Android devices is:

  • Tap and hold your app screen just below the account name
  • Swipe downwards in one continuous motion for 3 - 4cms
  • Confirm that the app tells you it is ‘Syncing’ followed by ‘Sync up to date’ is shown
  • If there are any errors or issues with your connection the app will inform you

Still not sure, click here to see a short video on how to force the sync.

10. HOW TO CHANGE YOUR EMAIL ADDRESS

If you need to change the email address that you used to register on Papertrail you can carry the actions needed out by:

  • Click on your avatar in the top right hand corner of your dashboard screen and
  • Select 'PROFILE'
  • Change your email address in the field on the left hand side before adding your password to confirm the action
  • Don't forget to click on the 'SAVE EMAIL ADDRESS' button

If you want to read and view more information on this, click here to view our short help desk article.

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