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Support

FAQs

Account

When will I receive my invoice?
How can I upgrade my account?
How long does it take for a plan upgrade to be activated?
How can I add users to my account?
How can I change my payment information?
How do I cancel my plan?
Will I lose my projects after the trial?
Where can I modify my login data and email address?
How can I delete users from my account?
Can I add account administrators?
How can I remove an account administrator?

Prototyping

How complex can the projects get?
What can I do with my prototype when it is finished?
What are Screenflows for?
What is the difference between View and Review?
How does collaboration work?
How many people can edit a project at the same time?
How can I save my work?

Technical

Does Pidoco have to be downloaded and installed?
Which browsers can Pidoco be used with?
What do I do if I think I have spotted a bug?
What can I do if the Pidoco service experiences high response-times?

Account

When will I receive my invoice?

Once you have made a payment you should receive your invoice within two days. Your invoice will be sent to the registered email address or a separate billing email address if provided. If you have trouble finding your invoices, we recommend checking your spam folder and whitelisting pidoco.

How can I upgrade my account?

Log in and go to the "Account" section of the website. Select the "upgrade" button. Alternatively you can go through the purchasing process again. If the upgrade value exceeds the remaining value on your current plan, the remaining value will be deducted from the final price in the last step, so you will only pay the difference between the two plans. If you decide to downgrade your account, you can use the remaining credit on your account, but we cannot give refunds.

How long does it take for a plan upgrade to be activated?

Usually, upgrades are applied immediately, but in rare cases it can take up to 24 hours to be activated. However, you can continue using your existing plan during this period.

How can I add users to my account?

To add users to your account go to "My Accounts" and select "Manage account". There you can enter the names and email addresses of the users you wish to add to your account and assign administrator rights, if desired. Note: Account members can create new projects, but to collaborate on a project, you have to share it by sending an invitation.

How can I change my payment information?

To change your invoice address you can go to "Payment Information" in the "Account" section. The change will be applied to all future invoices.

In order to update your credit card details you must go through the payment process again. During the payment process, you can select a new plan, or keep your existing plan and enter your new credit card details. We will carry over the remaining value of the current plan.

How do I cancel my plan?

If you decide to terminate your Pidoco plan, log into your account and click on the "Unsubscribe" button in the "Account" section of our website. This will stop automatic payments and you will lose access to your projects at the end of the current billing period. Make sure you export any projects you need before your plan runs out. If you would like us to delete all your data from our system, please get in touch with us via our contact form.

Will I lose my projects after the trial?

No. Projects you create during your trial will remain saved in your account for three months. You can re-access them when you purchase a full plan within this period.

Where can I modify my login data and email address?

To change your login data including your email address, please log in with your registered email address and password and use the "Account" link to the top right.

How can I delete users from my account?

To delete users from your account go to "My Accounts" and select "Manage account". There you can remove the desired users or downgrade administrators to regular members.

Can I add account administrators?

Yes. To add an account administrator go to "My Accounts" and select "Manage account". There you can add users and make them administrators of your account. Administrators can add and remove members on your account.

How can I remove an account administrator?

To remove an account administrator go to "My Accounts" and select "Manage account". There you can downgrade administrator to a regular member or remove the desired user altogether.

Prototyping

How complex can the projects get?

There is no limit for your projects, as long as you adhere to fair use principles: create as many pages with as many elements as you like. As with any software, however, the more pages you use, the more power your computer needs. To ensure an adequate working performance we recommend to split big projects (more than 100 pages) up into several projects. We recommend that you create several folders or screenflows to structure projects and to reduce the complexity.

During the trial period there is a limit to 10 pages per project.

What can I do with my prototype when it is finished?

You can simulate prototypes in your browser or mobile device, or you can share them by sending a link via email. Alternatively, you can export the project in a zip-file (which includes the linked HTML files and the screen images) and save and simulate the prototype locally on your machine.

What are Screenflows for?

screenflows support you in keeping abreast of large projects with many pages. You can divide the project into different usage scenarios. All pages can be used in any screenflows and the defined links work globally.

What is the difference between View and Review?

View and Review are two different levels of access rights to a project. You can share your projects with others by sending an invitation email from within Pidoco. You as the owner of the project decide what access right you grant to the invitee: Viewing (View), commenting (Review) or editing (Edit).If you send a view invitation, the other person will be able to see and click through your prototype, exactly as you do in the simulation view. Review works the same, but the person can make comments by dragging a comment marker. Ivitees do not require a Pidoco account or license for View or Review access to a project. Invitees who should co-edit a project with you, need to have a Pidoco user account and a valid plan. Once invited, they will have full access to the project and can edit and share the project as well as open the simulation view.

How does collaboration work?

Another person can edit the project you are working on at the same time as you if you give them permission and if they have a valid Pidoco plan (Note: The Basic plan does not provide collaboration capability.). They can change the project, grant access to a third party and also access the Simulation View of the project. If you are collaborating on a project, all your changes are saved as normal, but you cannot undo another person's work.

How many people can edit a project at the same time?

You can invite as many people as you like to work on a project. For now, there is no limit on how many can edit projects concurrently. Anyone editing a project needs an individual Pidoco user account with a valid plan. (Note: Basic plans do not include collaboration capability.)

How can I save my work?

In Pidoco your changes are saved automatically. You can also save versions of your project as you go along, which you can access at a later date. To access an older state of your project, just go to "My Prototypes" and click on the versions tab. Then select the version you would like and copy this to a new project.

Technical

Does Pidoco have to be downloaded and installed?

No, Pidoco runs directly in your web browser. There is no need to download or install any software. The advantage is that you receive regular updates of Pidoco, and your projects are backed up without your intervention. We take care of that for you.

Which browsers can Pidoco be used with?

Pidoco can currently be used with the latest stable versions of Firefox, Safari, and Google Chrome. While we make an effort to support older versions as well, we recommend that you always use the latest version, since we do not test on older versions and hence cannot guarantee that they will work properly. We are working on supporting any current browser that has SVG implemented natively.

The prototypes you create can be simulated in the latest stable versions of most modern browsers, including Edge, Internet Explorer, Firefox, Safari (including iPhones and iPads), Google Chrome, as well as Opera.

What do I do if I think I have spotted a bug?

We are constantly working behind the scenes to improve our service for you. Because of this, small problems may occasionally arise. Often we spot these issues and deal with them as quickly as possible, but if you have noticed something unusual, contact us, describe the problem you have experienced as detailed as possible and let us know which browser you have been using. A link to your project, screenshots and video footage are also useful to help us see exactly what has gone wrong and fix the problem as quickly as possible.

What can I do if the Pidoco service experiences high response-times?

Pidoco's speed of execution may lag at times due to your web browser's response times or because of your internet connection!

Browser manufacturers try their very best to cut down the time it takes the browser to respond to online services such as Pidoco's and aim to make them as responsive and speedy as their desktop counterparts. However, Pidoco is a web-based service and will naturally experience certain limitations due to your browser's architecture or your internet connection. But there are a few things which will ease those issues:

  1. Always make sure to use the most recent version of your browser. Normally, the manufacturers will implement speed incrementations in each new version they release.
  2. If possible, use Safari or Chrome. We do not wish to advertise Apple or Google but from our experiences we found that those two browsers seem to have the lowest response times at the moment.
    For Advanced Users: every browser with a modern Webkit-Engine should be a reliable option (e.g. Chrome's Open-Source Chromium).
  3. If you are using Firefox, please de-activate all Add-Ons, especially FireBug, whilst working with Pidoco.
  4. You may also use Prism. We have a ready-to-download version of Prism for Windows-Users.
  5. It is advisable to create different projects instead of a single project with excessive amounts of pages. The overall complexity will be lowered and your Browser will respond accordingly. To learn how to link two projects together click here and scroll down.
  6. Make sure you use a broadband internet connection.