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FAQs

User account & Settings

Customer account & Payment

Prototyping

Technical

User account & Settings

How can I change my password or email address?

To change your password, please login and click on the user menu in the top right corner. Open 'My profile' and fill in the form fields. Don't forget to hit the Save button.

I forgot my password, how can I reset it?

Open the log in dialog and click on 'Forgot your password?' link. You need to enter your registered email address and we will send you a new access link to this email address. Please check your spam folder, if you don't receive the email.

What happens to my projects after my plan has expired?

Pidoco stores your work even though your plan has expired. You can re-access your projects whenever you have a valid plan again.

Customer account & Payment

What is the difference between user and customer account?

This is a formal differentiation between our users as a person (user) and users as a contractual partner (customer). Each person has an individual user account, but a customer account can be shared among several users. Everything related to Pidoco plans and purchases is part of the customer account while the projects and the login is part of the user account. For deeper information, please have a look in our Terms & Conditions.

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?

Please login and click on the user menu in the top right corner. Select 'My Accounts' and click the "upgrade" button for the respective account. If your current plan is still valid, the remaining value will be offset against the new purchase. Your upgrade becomes effective immediately, automatically cancelling the old plan.

When will my upgrade 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 'Member Administration'. There, enter the names and email addresses of the users you wish to add and asign their roles. Note: Account members are sharing an account, not the projects. To collaborate on a project, you have to share the project individually.

How can I delete users from my account?

To delete users from your account go to 'My Accounts' and select 'Member Administration'. There you can remove the desired users.

How can I change roles of account members?

If you are owner or administrator of a project, go to 'My Accounts' and select 'Manage account'. You can assign a member role or a administrator role. If you want to change the owner or the project, please contact us.

How can I change my payment information?

To change your invoice address you can go to "Payment Information" in your "Account" section. The change will be applied to all future invoices. In order to update your credit card details you have to buy a plan and go through the payment process again. You can select your current plan but enter your new credit card details. We will carry over the remaining value of the current plan.

How do I cancel my plan?

Go to your "Account" and click on the 'Unsubscribe' button for the respective account. This will stop upcoming payments immediately 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. Note: only the account owner can cancel a plan.

How can I delete my account?

Pidoco stores your work even though your plan has expired. We do this to give you the option to return to your work in the future. Therefore, we don't recommend to delete a user account, as this includes deleting your all your work. If you really wish to irreversibly delete all your data, please contact us.

Prototyping

How complex can the projects get?

There is no limit for your projects, create as many pages with as many elements as you like. 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.

The free plan has a limit of 3 screens.

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.

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. 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.

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.