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Support
Most problems are one of a handful of set-up slips. Check the list below first. If it is not there, email us. Weekdays, Australian business hours. We aim to reply within two business days.
Email us
To help us help you, please tell us which workbook you have, your order number (it is in your order email), which step you were on, and the exact words of any message box. A screenshot helps. In the Costright Risk, the Log sheet records what the macros did and any error, so send that sheet if something goes wrong.
Email support is included for the first 12 months after you buy.
Before you email
- Try Open your workbooks if a file will not open or a button does nothing
- Look in the list below
- Do not save over a file Excel offered to repair. Open your last good copy
What you need
| Item | Detail |
|---|---|
| Excel | Windows desktop Excel: Microsoft 365 or Excel 2024. Excel 2021 may work but is not supported. |
| Not supported | Mac, Excel on the web, phones and tablets. |
| File type | Keep each workbook as an .xlsm, because saving as .xlsx removes the macros. |
| Internet | The workbooks never need it. You need it to download your files. |
Common problems and fixes
Buttons do nothing, or Excel cannot find a macro
The macros are blocked or turned off, or the file was saved as an .xlsx, which removes them. Close the workbook, check that the file ends in .xlsm, right-click it, choose Properties, tick Unblock and press OK. Open it again and click Enable Content.
A red Security Risk banner with no Enable Content button
Windows blocked the downloaded file. Close it, right-click the file, choose Properties, tick Unblock, press OK, then open it again.
Excel offers to repair the file
Do not save over it. Open your last good copy and contact support.
A sheet is shorter than I expected, or the row I need is hidden
Empty rows are hidden so each sheet is only as long as your job. A few spare rows are kept below the last row in use. In the Costright Estimate, more rows appear as you type in the last spare row, as long as macros are enabled. In the Costright Risk, press Refresh page when a list needs more rows. Show all rows brings every row back.
I need more than 186 lines on the Estimate
Press Add rows on the Estimate or Variation tab, type how many rows you want (1 to 2,000) and press OK. You can add rows again later.
A row I hid by hand came back
Refresh page shows every row that has something in it again, so a row you hid by hand inside the used part of a list comes back. Rows with nothing in them stay hidden.
A line says Rate is zero / not found
No rate exists for that description and unit. Add the rate on the rate sheet, or pick a unit that has one.
A line says WBS not in list
The code was removed or changed on Project Setup. Pick the WBS again from the drop-down.
Period columns are missing or extra after I changed the dates
Press Update timeline columns. Re-check any manual spread or actual costs, because they belong to a period position.
Summary shows a difference from the Estimate, or a model check is not OK
A line has no cost type or WBS. Fix the lines flagged on the Estimate.
#REF! on Summary, Cost Timeline or the Project Hub
The Estimate sheet was deleted or renamed. Restore it from a backup, and keep its name exactly Estimate.
The customer document shows an Other items line
Some price is not in a listed WBS group. Give every line a WBS and keep to 24 groups.
The Estimate feels slow
Summary, Cost Timeline and the documents recalculate on every change. While you enter many lines, set Formulas, Calculation Options to Manual and press F9 to update. Set it back to Automatic afterwards.
Costright Risk gives a different answer each run
The workbook uses random numbers. Type a number in the Random seed cell on Settings to get the same answer every time. Clear it for a fresh run.
A Costright Risk run stopped when I pressed Esc
That is what Esc does. The run is cancelled with a message and your previous results are left as they were. Click Run simulation to start again.
Costright Risk does not count a new line or risk
Empty rows are hidden, and a line or risk is only used once its Check column reads OK. Press Refresh page to show spare rows, then read the Check column on the row. Green OK means it will be used, and red text says what to fix.