Frequently Asked Questions
Find answers to the most commonly asked questions from fellow users in the Purple Community
How do I speak to Support?
Chat to one of our Technical Support Engineers by selecting the widget in the bottom right of the page
You can also leave a message with your email and we’ll get back to you
Send an email to us to create a support ticket at firstname.lastname@example.org
How do I report a bug?
If you spot a bug on our platform please let us know by selecting the widget in the bottom right of the page to chat with our Support Team
We will ask for clarification and as much information as possible, including screenshots and videos where possible, so that we can replicate the issue
Alternatively you can email us to create a support ticket at email@example.com
How do I reset my Purple password?
On the login screen to the Purple Portal, click ‘Forgot your Password’
Type in the email address you use for the Portal Systems
Select ‘Request Password Reset’ and if the email address you entered matches a record in our System then an email will be sent out to reset the password.
Find the email sent to your inbox (Always check your spam folder as it can end up there!)
Click the link within the email and then type in a new Password (Make sure it’s in-line with our Password Requirements)
Can users ‘opt out’?
Users have the ability to unsubscribe from the service at any time, which means their details will not be included in future email marketing you send via Purple
To do this users can click the ‘Unsubscribe’ button located at the bottom of every email they receive
Does Purple provide Hardware?
Purple is primarily a software platform so we do not provide hardware
In the case of WiFi you must have your own hardware and an existing network in order to deploy Purple
For our Wayfinding solution we will provide beacons, but not digital signs, or kiosks
What happens if my licenses expire?
You can monitor your current licensing by visiting the ‘Licensing Status’ area of the portal
We will contact you in advance of any upcoming license expiry to check in and ensure there is no disruption to our service
If you are using Presence and/or Location then it is vital your licensing remains in place and is not allowed to expire to prevent any data loss.
- What type of licenses do I need?
Why are some characters displayed incorrectly in my CSV download?
CSV files downloaded from the Purple portal are encoded with UTF-8
Microsoft Excel is unable to properly display UTF-8 compliant CSV files when they contain non-English characters
To rectify this issue you can follow our guide ‘CSV Encoding Issues’
Where do I send a GDPR related request?
For any GDPR requests you can email us at firstname.lastname@example.org
Where can I find your SLA?
Please consult your contract for details specific to your Service Level Agreement with Purple.
Our Standard SLA is available by clicking here