1. Contact support
Email info@curateddesign.studio with the ProcureCore version, whether you are using iPhone or Mac, a general description of the issue, and any error category shown by the app.
Do not include unnecessary client, project, authentication, or financial information. Support will never ask for your password, an Apple authorisation code, or service credentials.
2. Account and sign-in help
ProcureCore supports email-and-password accounts and Sign in with Apple. Use the same ProcureCore account on each device; your ProcureCore account, not the device’s Apple account alone, determines which studios you can access.
Select Forgot password? on the ProcureCore sign-in screen and follow the emailed link on the same device. This works on iPhone, iPad and Mac. Changing your password this way also signs the account out on your other devices; each one signs out the next time it contacts the service, which may not be immediate. If you need help, contact info@curateddesign.studio.
- Check that you are using the intended sign-in method and email address.
- If a studio is missing, confirm that you are signed into the expected ProcureCore account and ask a studio owner or admin to check your membership and role.
For security, support may need to verify your request before helping with account access.
3. Synchronisation troubleshooting
- Confirm the device is online.
- Confirm you are signed into the intended ProcureCore account.
- Confirm the correct studio or workspace is active.
- Check the app’s sync status and any conflict or failure indicator.
- Allow an initial workspace download to finish before making large changes.
- If the app shows a failed-sync panel, use Try Again. For attachment transfers, use the available manual sync or retry action.
- Ask an owner or admin to confirm that you have not been removed from the studio or changed to a viewer.
Avoid signing out while unsynchronised changes remain unless ProcureCore confirms it is safe. If errors continue, export a backup where available and contact support before using any reset-and-re-pull option.
4. Roles and collaboration
- Owner: controls the workspace, membership, ownership decisions, and owner-only destructive actions.
- Admin: helps manage the studio and its members within the permissions available to admins.
- Member: works with studio content but cannot perform owner-only or administrative actions.
- Viewer: has read-only access.
If a control is unavailable, check your active studio and role before treating it as an app fault.
5. Product imports and repricing
Supplier websites vary, so extracted names, prices, images, dimensions, and other details may be incomplete or wrong. Review every suggested field before saving and correct details manually when needed.
Correcting a catalogue product does not silently reprice every placement. Committed or locked placement prices remain frozen. Eligible uncommitted placements require an explicit, reviewed repricing action, and ProcureCore may ask for a reason so the change can be recorded in the audit history.
6. Recently Deleted and permanent deletion
Soft-deleted projects and other supported records move to Recently Deleted. A user with the appropriate permission can restore them or remove them permanently. Recently Deleted content remains there until someone restores or permanently removes it; there is no promised automatic 30-day purge.
Permanent deletion removes the record from our servers and affects every authorised member of the workspace. The change reaches each device the next time that device connects, so a device that is offline keeps its local copy until it reconnects. If an item appears missing, check Recently Deleted and sync status before permanently deleting anything else.
7. Attachments and images
For a pending or failed image or attachment transfer, keep the app online, confirm the correct studio is active, and use the app’s sync or retry action. Allow large uploads or a new device’s downloads time to complete.
If the file still does not appear, do not assume its stored bytes are permanently gone until sync and retry have been attempted. Record the error category and contact support without sending the file unless it is necessary and safe to do so.
8. Optional AI assistant
The Studio Pro AI assistant is optional. Its answers can be incomplete or inaccurate, so verify important procurement, budget, delivery, and project information.
Client names, placement issue notes, and tracking references are excluded unless you turn on “Include client & notes”, which is off by default. Clearing or dismissing the chat removes the current in-memory conversation. See the ProcureCore Privacy Policy and privacy choices for more detail.
9. Subscriptions
App Store purchases and renewals are handled by Apple. Use Restore Purchases in ProcureCore if an entitlement is missing. Apple, RevenueCat, and ProcureCore may need a short time to confirm and synchronise subscription state.
Deleting ProcureCore or deleting a ProcureCore account does not cancel a subscription. Use Apple’s subscription-management instructions to cancel, and Apple’s refund-request instructions for an eligible refund request.
10. Account deletion
You can delete your account from Settings, then Delete Account. Deletion removes your account, the workspaces you solely own and their records, and the working copy held on your device. Where you signed in with Apple, it also revokes that credential. Deletion is permanent and cannot be undone.
If you own a workspace that has other members, ProcureCore asks you to transfer it to another owner or delete it before your account can be removed.
Deleting an account does not cancel an Apple subscription. Cancel that separately in your Apple account settings.
If you need help, contact info@curateddesign.studio from the email address associated with the account.
11. Privacy and terms
Read the ProcureCore Privacy Policy, ProcureCore Terms of Use and ProcureCore Data Processing Schedule. For anything not covered here, contact info@curateddesign.studio.
12. Data-protection complaints
If you think Curated Design has handled personal data in a way that breaks UK data-protection law, you can complain to us. Email info@curateddesign.studio with “Data protection complaint” in the subject line, or write to Curated Design Limited, Floor 1, 8 Park Crescent, London W1B 1PG. Tell us what happened, and what you would like us to put right.
We will acknowledge your complaint within 30 days of receiving it. We will then make appropriate enquiries, keep you informed of progress, and tell you the outcome without undue delay.
This is separate from ordinary support. A sync problem or a billing question is a support request, and the fastest route for those is section 1 above. If you are telling us that personal data has been mishandled, use the complaints route so it is logged and answered as a complaint.
If your complaint concerns client or project information controlled by your employer or studio, we will tell you, refer it to that organisation, and assist it in responding.
You may also complain to the UK Information Commissioner’s Office at ico.org.uk. Complaining to us does not affect that right.