When a subcontractor says "My Project ID and Security Key doesn't work", remind them that they don't need to login, all they need to do is click the blue button "View Files and Project Details" in their email. If that doesn't work, these are the possible reasons:

1. Check and see if they are on your bid list. If they were removed, they will no longer be able to access the project.
   
2. If they received the email forwarded from someone else, some email programs disable links so they will need to manually login using the Project ID and Security Key shown at the bottom of the email. Have them copy and paste the URL to your Planroom Portal, and then copy and paste the Project ID and Security Key. Tell them to make sure there is no space before or after either of the entries.
3. If they still cannot access, it is rare but they may be blocking Cookies in their browser. Have them go into their browser's Privacy Settings and allow cookies.
   
4. Was the subcontractor's record deleted? One possible scenario is if the company had two records, two invites were sent out, but one record was deleted. As the subcontractor to forward you their bid invite, or ask them what their Security Key says on the invite. Compare it with the one in their record (in the upper right corner). If it doesn't match, give them the correct one, or send them another invite from the correct record.

For more information, contact us at support@preconsuite.com or call 866-482-7638.

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