Sansan

FAQs on Web

 

Login and Password

Q. What should I do if I'm having trouble logging in, or if my account is locked?

A. You should reset your password and log in again. What to do when your account is locked. For administrators,how to reset users' passwords.

 

Q. I requested to reset my password, but have not received an email to proceed. Why is this and what should I do?

Any of the following could be the cause of this:

  1. Email was identified as spam. Search for email subject "Reset Password" in your email software.
  2. Email address is incorrect or not registered with Sansan. Enter a correct address, or contact your administrator if you are unsure which email you signed up with.
  3. Your company server has blocked the email. Ask your administrator to whitelist the domain name @sansan.com.

Learn more about resetting passwords.

 

Q. I cannot find / deleted the email received from Sansan regarding my login details. What can I do?

A. You should reset your password and log in again.

 

Scanning Cards

Q. My tablet computer or scanner are not working. What should I do?

A. First things first, try disconnecting the cables then reconnect them again. Learn more on this here.

 

Q. How can I scan cards which are smaller than the standard size?

A. Place the card in a clear folder attached to the scanner, and scan in as usual.

 

Q. What should I do when cards get stuck in the scanner?

A. Pull the lever by the tray towards you to open the cover. Take the card out from inside the scanner.

 

Q. What can I do if I scanned a card but want to cancel it being digitized?

A. With the scanner's default setting, if you erase the card within 3 minutes of scanning, it will not be sent for digitization. On the tablet PC, press "Unsent Cards" to erase card. If 3 minutes had passed, the only way to erase it is to delete the digitized card on the PC platform. Cards scanned by smartphones cannot be erased.

 

Q. When users and departments are added or edited on the PC by the administrator, the changes are not reflected in the scanner tablet. How can this be resolved?

A. It may be that the scanner app has not synchronized with the system server. From the upper right of the tablet PC, press "Sync".

 

Q. Is it possible to scan cards and have specific tags added to them at all times?

A. You cannot set tags to be selected as a default. However, if you set the tag once and continually scan cards after that, the tag will setting will be retained.

* It will be retained for about three minutes.

 

Q. On the lower left side of the Scanner app, it reads "Not connected". What should I do?

A. Press "Sync" on the Scanner app. Disconnect and reconnect the cables, and then try rebooting the tablet PC.

 

Q : How can I get a handwritten date on the card to be used as the date received?

A. From "3. Select date received", put a check in "Use handwritten dates first".

 

Q : How can I check how many cards have been scanned?

A. You can see the number of cards scanned from the tablet PC screen.

Caution: The count on the tablet PC does not reflect instantly. Before you start scanning, please check how many cards you have scanned and what your monthly limit is.

 

Data Entry and Digitization

Q : The card was digitized as expected. Is this an input mistake?

In many cases, digitization may have been done correctly according to the rules set. Please refer to About Digitization.

 

Q : In the business card data, the character "●" shows up. What is this and how can I correct it?

A. Sometimes certain Japanese and Chinese (traditional) characters not recognized by the operator’s system are either displayed with alternative characters, or replaced with black circles (●) if they have no alternative characters. Please search for the card with (●) and correct as necessary.

 

Add/Edit/Search Contacts

Q. Can I correct the date I received the card once it is digitized?

A. With the scanner's default setting, you can edit the card details if you correct it within 3 minutes of scanning. After 3 minutes, you can edit the digitized version on the PC platform.

 

Q. Can I change the image of a digitized card?

A. No. If certain fields such as names and email addresses are the same on two business cards, the card will be recognized as belonging to the same person. In that case, the card which was exchanged more recently will be displayed as the most recent card, so this can act as a replacement. The older business cards are saved.

 

Q. Another user has scanned a card which belongs to me, and I want to set this as my own. How can I do this?

A. You cannot set this as your own, but you can copy the details onto the clipboard to make manual input easier. The easiest option is to scan your own card in!

 

Q. How do I search for cards which I am not the contact person?

On the top left side of the card management screen, click on "Contact person". Select "All" to search through all contacts that you are authorized to view.

 

Q. If I do not own the physical card but have the contact's details, can I add the details onto Sansan?

A. Yes. You can enter the details manually, or if you have a lot of data in CSV format you can try a file import and save time!

 

Q. I clicked on the name of a card, but a different person's card was displayed. Why is this?

A. It may be that the system made a mistake and recognized them as same people, due to them having the same name and other matching fields. Please correct the details manually.

 

Q. How do I edit multiple fields of multiple cards at once?

A. First select the relevant cards, then click the icon for "Edit". Tick the field boxes and enter the corrected forms, then "Save".

 

Q. How do I search for cards which are blank in certain fields?

A. This type of search is not available on the platform at the moment. However, it is possible if you download the data in CSV file and search for blank cells and their corresponding "Contact ID". To look for cards without received dates, you can change its order display so they will be listed at the end.

 

Q. I cannot find a specific card. What can I do?

A. Following factors may be causing this.

  • Search conditions are incorrect.
  • Try searching with different conditions such as handwritten date, email address or phone number. Also, try removing spaces in searches.
  • The card had been combined with another as they were identified as duplicates.
  • Log in with the account that scanned the card you are trying to find, and search for the cards which were combined.
  • The card was not digitizable.
  • The card is set as hidden.
  • The card has already been deleted.

 

Q. I cannot find a specific card which is in English. What can I do?

A. Following factors may be causing this.

  • Try searching with different conditions such as handwritten date, email address or phone number. Also, try removing spaces in searches.
  • Log in with the account that scanned the card you are trying to find, and search for the cards which were combined.

 

Q. Is there a way to find out when certain cards were deleted and by whom?

A. Unfortunately this type of search is not available on the platform. All users authorized to update all data are capable of deleting any cards.

 

Combining Duplicates

Q. How long does the process of combining duplicates take?

A. This function does not work concurrently with digitization. Please bear in mind that it may take several days for potential duplicates to be identified then combined.

 

Q. Cards belonging to the same person have not been combined . What can I do?

A. Please refer to the rules we set to see if conditions required for combining duplicates are met. Learn more about this here. Please bear in mind that it may take more than a week after scanning for potential duplicates to be identified then combined. If they are not combined after a certain amount of time, please correct one of the fields below on both cards. They will go through the check for potential duplicates.

  • Company
  • Name
  • Email
  • Website
  • State
  • City
  • Street
  • Postal code
  • Tags

 

Tags

Q. What are tags?

A. On Sansan, users can create and manage tags that categorize card content using keywords, e.g. industry, event attended, etc., and add them onto contacts.Tags are searchable and can be used to group up contacts, e.g., as mailing list for bulk emailing. Learn more about this here.

 

Q. How do I change the display order of tags?

A. You cannot change the order on both PCs and scanners, as tags are sorted by character code. It is advisable that you name frequently used tags with numbers at the start, so they appear at the top.
E.g.

  • 01_RealEstate
  • 02_Manufacturing
  • 03_Tech
  • 04_FinancialServices

 

Q. Is there a limit on how many tags I can create?

A.There is no limit. Also, there is no limit on how many tags you can add on cards or contacts.

 

Q. Tag name sometimes ends with a person's name. What does this mean?

A. It is the name of the contact who created the tag.

 

Q. I added a wrong tag when scanning the card. How can I change this?

A. Go to the list of cards "Awaiting Digitization" and click on cards to delete the tag.

 

Q. I cannot add or edit tags from "Manage Tags" page. What can I do?

A. It may be that the dialogs have been disabled. Please restart the browser and try again.

 

Q. Is there a way to find out who has been using the tag?

A. Unfortunately this type of search is not available on the platform.

 

Bulk Email

Q. How do I send bulk emails?

A. See details here.

 

Q. If there are identical cards in the mailing list, would they be sent multiple emails?

A. As a default setting, if there are cards with identical email addresses, an email will be addressed to the card which was received most recently. If the dates received are identical or they are all blank, you cannot specify which card the email will be addressed to, except for removing tags on cards you do not want to send emails to.

 

Q. Where is the list of sent emails?

A. Go to Sent emails.

 

Q. How do I exclude contacts from receiving any bulk emails from me?

A. Go to "Filters" and enter email addresses or companies to exclude from bulk emails. E.g. competitors or contacts who previously unsubscribed from mailing lists.

 

Q. Emails were sent to those included in "unsubscribed contacts". Why is this?

A. Following factors may be causing this.

  • You may have included "unsubscribed contacts" in your mailing list.
  • Emails were forwarded to the contacts from a different email address.
  • With mailing lists function, emails received by a representative contact, e.g. department head, can be automatically forwarded to a group of contacts, e.g. department team members. Even if the representative contacts' emails are included in "unsubscribed contacts", they may still receive the emails.

 

Q. Can I add multiple tags on a mailing list for sending bulk emails?

A. No. You can only add one tag per mailing list. Learn how to merge multiple tags into one.

 

Q. How do I send greeting cards or emails, e.g. Christmas greetings, using the Sansan database and the bulk email function?

A. See details here.

 

Reports

Q. What happens to the report contents if attendees' accounts are deleted?

A. The names will appear in reports, but they will not appear in searches. Instead, you can download the report contents in CSV format to search.

N.B. You must be authorized to download report data.

 

Q. I should have received an email about my attendance in a report which was created by another user. Why is this?

A. Following factors may be causing this.

  • The email was identified as spam.
  • Your company server has blocked the email.

If you cannot resolve this, open the report on Sansan to see the details.

 

Leads

Q. Can I import external data on leads into Sansan?

A. No. Please add one lead at a time.

 

Q. Can I download the results on leads?

A. No. But you can print them out instead.

 

Q. Can I do a search across all leads?

A. You can search the fields which are mandatory when creating the lead, but not the customized fields. Searchable fields; opportunity name, client name…

 

Q. I get a message which says I am not authorized to use the functions on leads. What should I do?

A. Please ask your administrator to give you the authorization.

 

Downloading

Q. Can I only download contacts with certain conditions, e.g., specific location, specific tag.

A. Yes. You can set the conditions on Advanced Search, then proceed to Download the contacts.

 

Q. Why are there blank cells in the downloaded file?

A. This happens when field "Report History" is included in the download. To remove the blanks, remove the field from the download.

 

Q. Data on downloaded Excel file does not match the database. Why is this?

A. The reason could be due to Excel processing mathematical symbols such as + (plus) and - (minus) as a mathematical formula, such as country codes for telephone numbers, e.g. +81, +44. For example, +81-3-3333-3333 may be processed as -6588. In order to fix this, change the data format of the Excel column to "character". Please refer to Microsoft's own help and support if you need more specific help with Excel.

 

Q. What are VP and CP?

A. VP stands for View Points, and every time a screen of a business card is viewed by someone besides the holder, one point is added to this. This shows how much other users are using this card, or how interested other users are in this card.

CP stands for Contact Points. These are calculated based on how and how often you contact someone. For all people displayed in the organization tree, you can see to what degree people in your company have contacted them.

 

Q. I get a message which says I am not authorized to download data. What should I do?

A. Please ask your administrator to give you the authorization.

 

Q. How can I download card data?

A. See details here.

 

Q. The downloaded text is corrupted. Why is this?

A. This may be caused when Chinese characters are included or if the English version of Microsoft Office is used when opening the Excel. Read more on this here.

 

Q. It is taking a really long time to complete the download. Why is this?

A. This may be due to an overload of downloading activities requested by Sansan users. We thank you for your patience and understanding.

 

Q : We would like to check if a user in our company who resigned has downloaded business card data.

Unfortunately there is no way to check a log of when data was downloaded. If this user can still log in, the date the file was made can be checked from the List of created files.

 

Importing Card Data

Q. What is a "Card Holder User ID"?

A. Each card is assigned an ID which is linked to a contact. Read more on this here.

 

Q. If I import a more recent card, would the older cards be deleted?

A. No. The older cards are saved, and a separate card will be created.

 

Q. How can I import business card information?

A. A system administrator can do this from "Admin Settings", "Import Card Data".

 

Q. Can I import card information in Excel format into Sansan?

A. You can, if you follow the Excel format set by Sansan. Read more on this here.

 

Q. If I have the contact's details, can I manually add the details onto Sansan?

A. Yes. You can enter the details manually by following the steps here.

 

Q. Can I transfer the data from Eight into Sansan?

A. Yes. Please link your accounts by following the steps here.

 

News

Q. I am not receiving news on "Contact Updates". Why is this?

A. You will only receive them if you have contacts in "My Contacts", and if there are updates released on these contacts. Please note that the details of "Contact Updates" are provided by external sources, so we cannot guarantee that they are officially correct.

 

Q. What should I do if I am receiving "Contact Updates" which are incorrect.

A. The details of "Contact Updates" are provided by external sources, so we cannot guarantee that they are officially correct. Please edit the details as you see fit.

 

Q. What should I do if I am receiving multiple "Contact Updates" which are exactly the same?

A. The details of "Contact Updates" are provided by external sources, so we cannot manage how they are sent out.

 

Q. I have accumulated a lot of undealt "Contact Updates". How can I update them correctly?

A. You may have accumulated multiple updates about the same person, in which case you should check which update is the most recent. In the future, we recommend you to deal with "Contact Updates" as soon as you receive them.

 

Q. Is it possible to receive "Contact Updates" on people who work in government etc.?

A. The details of "Contact Updates" are provided by external sources, so we cannot guarantee that all industries are covered.

 

Admin FAQs

Q. When a user account is deleted, what happens to the cards, tags and reports?

A. They will be deleted. However, they will be kept in the database if you change the contact person of the cards, tags and reports, before the account is deleted.

N.B. Please be aware that once accounts are deleted, data cannot be recovered.

 

Q. What is "User ID"?

A. This is an ID used to identify a user.

 

Q. What can I do if I cannot add a user?

A. Following factors may be causing this.

  • The user ID or Email address may already be in use by another user. Please select a new user ID.
  • The user you are trying to add is either already on a free trial period, or registered on the smartphone plan.
  • Before the user can be added, the user has to personally terminate the free trial period or the smartphone plan.
  • Dialog box generation may be turned off on your browser. Please restart your browser and try again.

 

Q. Is it possible to change user IDs?

A. Users cannot change their existing user ID. However, it is possible to acquire a new ID through adding a new user account, move the business card data to the new user, and then deleting the old user.

 

Q. When users acquire a new account due to changing companies or departments etc., how should they transfer the data from the old account?

A. Users can switch the data from one to another, by following the steps here.

 

Q. Can users change their login email address?

A. Users cannot freely change their own login email. They should send a request to the administrator to change it. Once the request has been accepted, user should log out then log back into their accounts to reflect the changes.

 

Q. Can users change their information they were registered with?

A. Users cannot freely change their own user information. They should send a request to the administrator to change it. Once the request has been accepted, user should log out then log back into their accounts to reflect the changes.

 

Q. How can users acquire privileges?

A. Only users with the same privileges as the company administrators are authorized to assign privileges to users. Administrators can manage them by following the steps here.

 

Q. How can I freeze the account of a user who has resigned?

A. An administrator can do this from "Admin Settings", "Add/Change User". Please change the email address of the relevant user. After performing the setting, log out of Sansan, and then log in again, and the change will be reflected.

 

Q.I would like to check if a user who has resigned has accessed Sansan. Is it possible to check the IP address or MAC address of terminals making access?

Unfortunately this kind of access check cannot be done.

 

Others

Q. Can deleted users and deleted cards be recovered?

A. Once deleted, data cannot be recovered.

 

Q. What can I do if the page stays loading for a long time and times out?

A. It may be that the browser you are using is outdated for using Sansan. We recommend you to update the browser to the latest version, or try using a different browser.

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