Below is a list of questions we've received in the past and the relevant answers.  If the question you are looking to ask isn't here, remember we're FANATICAL about our support and will stop at nothing to help you!

1. I can't download TeamBuilder - the file is too large
   
   The TeamBuilder file is about 10MB in size - this can take a little while to download if you are using a dial-up account.  If you'd like, please email us at cdrequest@hallmarksolutions.com and provide your mailing address and we'll post a CD to you, anywhere in the world.  FANATICAL support!
   
   
2. I can't log in to TeamBuilder - I am using an internet account
   
   Ensure that you have internet connectivity.  If you are viewing this page immediately after the problem occurred then you obviously DO have internet connectivity.
   
   Try starting TeamBuilder and connecting a second time.  Our database files are located on a shared Hostway server and since they are shared if they go unused for a certain amount of time they are moved out to disk rather than being retained in memory.  This means that the next person to connect will experience a delay in connecting which sometimes results in a timeout error which TeamBuilder displays.  If you try typing in your email address and password a second time then the TeamBuilder database files will be stored in memory on the shared server and you should be able to connect immediately.
   
   If you have tried the above solution of logging in twice and are still experiencing difficulties, please contact us immediately at support@hallmarksolutions.com.
   
   
3. I can't log in to TeamBuilder - I am using a hardware key
   
   Ensure you have the hardware key plugged into your printer port.  Ensure you have installed the Sentinel Drivers - these come with the download so if you need them again please use the download option from the menu above and install the entire package again.  (Reinstalling TeamBuilder will never remove any of your existing customer data or generated reports)
   
   Occassionally our Rainbow Technologies hardware keys may fail.  This is very rare but if you have exhausted the other possibilities then please contact your Hallmark Consultant who will provide a fresh hardware key/dongle with units on it.
   
   
4. I have some units remaining on my internet account/hardware key - will i lose these units if I purchase more units now?
   
   No - Any units you purchase are in addition to any existing units and will be added to your internet account or your hardware key. 
   
   In the case of an internet account, your units will be added within 24 hours of purchase and normally within 4 hours.  If you require your units to be added more quickly than this, please make your purchase online and then call +44 7981 787892 and a consultant will immediately connect to our database system and upgrade your units.
   
   In the case of a hardware key, contact your Hallmark Consultant.  If you do not know who this is call +44 1506 417959.  If you reach our answering machine instead of a consultant please leave your company name, a contact name and your telephone number and we will get back to you as soon as possible.