General FAQs

The easy way to get answers to the most frequently asked questions.

For application-specific FAQs please see below:

  • Product Manager FAQs click here
  • Cosmetri GMP FAQs click here

If you still cannot find the answer you’re looking for on this page, click here to submit a support request. We aim to respond within 24 hours on normal working days.

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Enter a search term below to search in our general FAQs, or scroll through the different FAQ sections. Application-specific FAQ pages are available for Product Manager and cosmetri GMP.

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Accounts & Users


  • What is a user seat?

    A user seat is required in an application (Cosmetri GMP and Product Manager) for a user to be able to be granted access by your Administrator. Users that are permanently deactivated do not require a user seat, so you will not pay anything for retaining data and audit logs related to old user accounts. A user seat subscription is specific to each application – therefore if you require a user to be able to access both applications, they will require two user seats, one in Product Manager and one in Cosmetri GMP.

    Additional user seats are available as annual subscriptions and may be subscribed for the following plans. For current user seat costs please click on the link below to visit the plan page for the application:

     

  • What is an Administrator account?
    The Administrator account has access to user management, global settings, billing, payment history and subscription options. If you are subscribed to both Cosmetri GMP and Product Manager, the same Administrator account is used for both. Switch to the required application and then open the user menu (top right) to manage the settings for the application. In all Cosmetri GMP and Product Manager accounts created after 15 April 2019, the Administrator account is restricted to only these functions and is not a normal user. Product Manager customers who subscribed before this date may continue to use the same Administrator account and access all features of the Product Manager. This Administrator user therefore counts as a user seat. We recommend that the Administrator account is operated only by an authorized staff member and the associated roles and responsibilities clearly defined in your staff training and SOP documents. Staff members with access to Cosmetri GMP and/or Product Manager should be instructed in the first line to contact their Administrator if they have questions regarding user management, permissions or experience any problems with accessing the software.


Billing and Payment


  • What is an Administrator account?
    The Administrator account has access to user management, global settings, billing, payment history and subscription options. If you are subscribed to both Cosmetri GMP and Product Manager, the same Administrator account is used for both. Switch to the required application and then open the user menu (top right) to manage the settings for the application. In all Cosmetri GMP and Product Manager accounts created after 15 April 2019, the Administrator account is restricted to only these functions and is not a normal user. Product Manager customers who subscribed before this date may continue to use the same Administrator account and access all features of the Product Manager. This Administrator user therefore counts as a user seat. We recommend that the Administrator account is operated only by an authorized staff member and the associated roles and responsibilities clearly defined in your staff training and SOP documents. Staff members with access to Cosmetri GMP and/or Product Manager should be instructed in the first line to contact their Administrator if they have questions regarding user management, permissions or experience any problems with accessing the software.
  • Can I easily cancel my subscription?

    Yes, of course! We don't want you to leave us, but we also don't tie you in to any contracts, beyond the current subscription period. You can easily cancel your subscription to the end of the current subscription period by logging in to your Administrator account and going to 'Billing' (user menu, top right). You must cancel at least one day prior to your subscription auto-renewing, otherwise payment will be due for the new subscription period and your card charged.

    Before you decide to cancel, why not take advantage of the free training sessions and support available, to help overcome any problems you may be encountering?

    Please note, that if you cancel we do not provide refunds on any time left on the current subscription period.

    To read about the Cosmetri GmbH terms, please click here.

  • Can I suspend my subscription?

    Cosmetri GmbH operate a software-as-a-service (SaaS) subscription model. We take care of security, backups and provide technical support, training and updates to the software. Even if you are not currently using the software, we are working on your behalf, keeping your data secure and accessible. Subscriptions may not be suspended and any hours in credit for the current subscription period may not be rolled over to a later period. If you cancel your subscription or default on payment, your data will be deleted.

    To read about the Cosmetri GmbH terms, please click here.

  • Can I upgrade or downgrade my plan?

    For Product Manager Starter and Business plans, you can upgrade your plan at any time (including trial accounts) and we will prorate your subscription, transferring any credit to your new bill. Login as your Administrator and under the respective plan page (user menu, top right) you will see an option to upgrade your plan. If additional payment is required the amount due will be calculated, and you will be charged accordingly.

    If you wish to upgrade to Product Manager Enterprise, please contact us to request the migration of your data, since this plan includes dedicated hosting.

    To downgrade a plan please check that your account does not exceed the maximum allowed resources on the lower plan, such as the number of products, active users or manufacturing order limit. Downgrading from Business to Starter plan can then be performed automatically from your account, when logged in as the administrator. For technical reasons, downgrading from Product Manager Enterprise is not possible.

  • Is there a binding contract?

    The contract between you and Cosmetri GmbH is bound only by the length of the subscription period, which may be monthly, quarterly or annual. You can cancel your subscription at any time, ensuring that your subscription will not be renewed. We do not offer refunds for any remaining time left in the current subscription period. For full details of the Cosmetri terms please click here.



Business Inquiries


  • Is the software available in other languages than English?

    Cosmetri software runs in a standard web browser and can therefore be auto-translated using the Google Translate browser plug-in. We recommend using Google Translate running in the Chrome browser. While this may not always be a perfect translation, it should be adequate for using the software in your preferred language.

    Our software uses UTF-8 character encoding for maxmium compatibility with any natural language (Coptic, Sinhala, Phonecian, Cherokee etc). You can therefore enter your data in Cosmetri in your preferred language. Default text in the reports generated by Cosmetri software will still be in the default English language.

    If you are interested in partnering with cosmetri GmbH as a local representative, including providing sales and support in your native language, please contact us.



Hosting Options


  • Is my data stored in my own database?
    Product Manager Enterprise and Cosmetri GMP plans include a dedicated database and FTP directory for secure file storage. Whether you are on shared or dedicated hosting, your data is never shared by us with other users. Upgrading from a shared to a dedicated hosting plan (i.e. Product Manager Starter or Business, to Enterprise) will require us to migrate your data. This can usually be achieved within one working day. If you are subscribed to a Product Manager shared hosting plan (Product Manager Starter or Business) and wish to also subscribe to Cosmetri GMP, we will upgrade you to dedicated hosting for free.


Other


  • Is the software available in other languages than English?

    Cosmetri software runs in a standard web browser and can therefore be auto-translated using the Google Translate browser plug-in. We recommend using Google Translate running in the Chrome browser. While this may not always be a perfect translation, it should be adequate for using the software in your preferred language.

    Our software uses UTF-8 character encoding for maxmium compatibility with any natural language (Coptic, Sinhala, Phonecian, Cherokee etc). You can therefore enter your data in Cosmetri in your preferred language. Default text in the reports generated by Cosmetri software will still be in the default English language.

    If you are interested in partnering with cosmetri GmbH as a local representative, including providing sales and support in your native language, please contact us.



Publish & Import Data


  • Is my data shared with other users?

    Only if you choose as a Service Provider to publish specific data - for example to your customer's own Product Manager account - and have been given publishing rights. Otherwise, data is never shared by us. Unlike some of our competitors, Cosmetri does not provide any 'peer to peer' data sharing of raw material, compliance, toxicological or other data. The data that you enter or import into your account remains strictly your intellectual property.

    To read our privacy statement click here.



Security


  • Is my data stored in my own database?
    Product Manager Enterprise and Cosmetri GMP plans include a dedicated database and FTP directory for secure file storage. Whether you are on shared or dedicated hosting, your data is never shared by us with other users. Upgrading from a shared to a dedicated hosting plan (i.e. Product Manager Starter or Business, to Enterprise) will require us to migrate your data. This can usually be achieved within one working day. If you are subscribed to a Product Manager shared hosting plan (Product Manager Starter or Business) and wish to also subscribe to Cosmetri GMP, we will upgrade you to dedicated hosting for free.
  • Is my data secure?
    Our servers and all source code are routinely scanned using industry-leading scanning technology. We also contract a certified cyber-security company to independently verify the security of our applications and servers. For further information please contact us. All data is of course transmitted securely using high-strength, banking-level data encryption. To check our SSL certificate and security credentials, just click on the padlock icon in your browser. Our servers are located in Germany - widely viewed as having some of the strictest privacy laws anywhere in the world. Traditional, on-premise software requires continual updating to keep it secure and compatible with OS upgrades. And if your PC crashes or is stolen, you could lose your data. Using Cosmetri software, you are free to access the service securely, independent of device, with your data always available. We also take care of backing up your data – something which many customers forget to do when using on-premise software. Additionally, your data and documents, GMP audit logs and all reports can be exported at any time, ensuring that you have local backups of all your data, if you require it.
  • Is my data shared with other users?

    Only if you choose as a Service Provider to publish specific data - for example to your customer's own Product Manager account - and have been given publishing rights. Otherwise, data is never shared by us. Unlike some of our competitors, Cosmetri does not provide any 'peer to peer' data sharing of raw material, compliance, toxicological or other data. The data that you enter or import into your account remains strictly your intellectual property.

    To read our privacy statement click here.



Support


  • Can Cosmetri train my VAs?

    Yes! We can provide training for one or more VAs in using the Cosmetri software. Trainings are delivered online and can be designed according to your requirements. For details on our training and custom support fees, click here.

    For further information and tips on managing VAs see the following blog article and the Product Manager User Guide.

  • Are software manuals available?
    Yes. Comprehensive user manuals are available as PDF files, accessible when logged in to the application. Click in the user menu (top right). User guides are regularly updated, so please check that you are viewing the current version. The software version and publication date can be checked in the guide's intro page.
  • What support do you offer?

    Technical support is free to all subscribers for problems and questions you may have for the following type of issues:

    • Bugs
    • Browser-related issues
    • Security
    • Upgrading, billing and payment
    • Login problems

    If you need urgent support, submit your request here. You'll normally receive a response within the same working day. For any system-wide urgent issues, we have on-call technical staff who are notified of these matters automatically.

    Technical support does not cover 'how to' questions such as 'How do I create a compliant formula?' or 'How can I use Product Manager for managing my manufacturing?'. These type of questions require online training, which we can provide. Your plan may include some free training. Please check the plans page (Product Manager or Cosmetri GMP) for details. If you require additional online training, click here to purchase training time in advance of scheduling any training sessions.



Virtual Assistants


  • Can Cosmetri train my VAs?

    Yes! We can provide training for one or more VAs in using the Cosmetri software. Trainings are delivered online and can be designed according to your requirements. For details on our training and custom support fees, click here.

    For further information and tips on managing VAs see the following blog article and the Product Manager User Guide.

  • How can I be sure that the VA has worked for the hours I paid for?
    If you choose to grant your virtual assistant (VA) access to your Product Manager, their hours can be logged at the end of each day into their time-sheet. Under ‘Team / Activity Report’ you can generate and export a report showing your VA’s timesheet across any chosen time-frame, including tasks assigned to the VA. For further information and tips on managing VAs see the following Product Manager User Guide.
  • What is a VA user in cosmetri?

    You can create a special user of the type ‘VA’, enabling the following:

    • Set a monthly allocation of hours for each VA
    • Show the balance of total remaining hours, based on the time logged by all VAs
    • By default, all VAs are unable to access the Customers groups for setting permissions for which products a user can access
    • VA users cannot access the Team/Virtual Assistants page
    • Under Team/Virtual Assistants you can view all VA users and their status
    • Each VA user is displayed as a ‘(VA)’ in the task manager and user lists
  • Where can I recruit VAs?

    We recommend using a commission-free online service such as Outsourcely to find suitable candidates, enabling you to:

    • Review their CVs and work history
    • Check a candidate’s ratings and references
    • View online assessments, such as language proficiency and typing speed
    • Shortlist your favorite candidates
    • Interview and communicate with candidates
    • Pay your VAs directly

    Click here to go to Outsourcely and start recruiting your VAs.

    For further information and tips on managing VAs see the following blog article and the Product Manager User Guide.

  • Who is responsible for the quality of the work carried out by the VA?

    Hiring the right VA and training them is your responsibility. If you wish us to train your VA(s), please purchase support hour credits by clicking here and then book your training sessions. The responsibility for the quality and accuracy of any data entered by the VA into your Product Manager account remains with you. Data entered into Product Manager, such as formulas, raw materials, packaging items and manufacturing orders must be set to ‘Approved’ by an authorized person in your company.

    Please keep in mind, that even the most competent VA will make mistakes. Your workflow should include quality control processes that reduce the possibility that such errors remain uncorrected.

    For further information and tips on managing VAs see the following blog article and the Product Manager User Guide.