News July 18, 2022

July Updates from Palace Support

Palace Support Tech Tip

“I cannot drag and drop photos into an inspection report and for advertising. Why is that?”

It depends on the quantity, size and format of photos that are being dragged and dropped into these areas.

Quantity: Select a smaller number of photos at a time to drop them into Palace. Try 30-50 at a time. Do not worry about the order they appear as when the report is saved the images will automatically be in the correct naming sequence.

Size: If the photos are large, i.e., 10 MB+, it would be best to compress them slightly and then try placing them into Palace.

Format: Palace recommends and supports JPEG file types. The extension is .jpg/.jpeg. If images are in a different format they would need to be converted to the supported format.


Meet the Team

Hello everyone,

Some of you may or may not know me.

My name is Remi and I have been working at Palace for over 2 years as a support agent. Before working at Palace, I studied and became a qualified chef. I worked for some time in a little Cakery before realising I loved talking to people, technology and problem solving. I then decided to do an I.T course and found myself working for Palace and loving it.

Many of you may not know, but I was born in Cape Town South Africa and moved to New Zealand when I was 5 years old. I Lived in Auckland for about 9 years before my parents decided Wellington was the place for us and it is now the place I call home.

One of the best adventures I have been on is with my partner who introduced to one of my favourite holiday spots, Kuratau. We have been going there for the past 2 summers and plan on going every summer. We enjoy the kayaking, fishing, kayak fishing. Hahaha! And, just escaping the big city.

Working at Palace has been a great experience to talk with and assist all the lovely people. I so enjoy helping and guiding you through solutions to your queries and teaching you little tips and tricks of Palace.

I look forward to helping you with your further queries.

Remi Samuels, Support Agent


In-app notifications

Palace has introduced in-app notifications over the last few months.

Some notifications will appear as on-screen pop ups while others are in various areas in the software known as badges. These badges are in the form of a white question mark in a green circle. Clicking this badge will give you additional information relating to where it is located.

An example of an active badge is under the Financial tab and next to Month end. This badge gives you options for video and article links. The information in the badges is updated often and may disappear in time or may be seen by specific users.


Our Knowledgebase is constantly being updated to assist you in your query. Give it a go. Browse through the article library as you may find a solution either in written form or as part of a webinar or recorded video. Our Palace support heroes are here to help if you cannot find the answer there.

Feedback on the Support Team

Some great feedback was received this past month:

happy face Taia:

As always, my problem was sorted quick smart. Fast communication back from Emma and she explained exactly what the issue was so I could rectify it.


happy face Tracy:

I feel like the team are very supportive and super quick to reply and always make me feel like I’ve got this! I really appreciate them all.


happy face Keith:

I had a tricky historical transaction that had come back to haunt me. It was quite a process to fix the problem given that the transaction was 4 years old. Remi got to the bottom of it however and I was able to reconcile again.

We encourage everyone to always review our service and send feedback messages as this helps us to better assist our clients. Should there be something that was missed or something that we could do better we enjoy hearing from you.


sad face Clair:

Invoices were not importing into Palace.

There was a short period where (some) invoices were not downloading into Palace. Our service provider was alerted of this issue. Troubleshooting began, the issue was found and resolved. Invoices that were in the backlog came through in time.

There are occasions when the ticket queue grows and some of the queries require additional research and assistance from different departments. In cases like those the response time can be delayed.

With the introduction of our in-app notifications and our knowledgebase articles being updated and added there may be a solution for you while you wait for a response or before you raise a support request.

Accessing our knowledgebase is easy within Palace. On the left-hand side menu, there is an Updates and Training button. This will take you to our knowledgebase where you will find information regarding training, newsletters, and a search area to browse for articles related to your query.


If our newsletters are not being received kindly click here to be placed on the newsletter list.

Response Times

The wait time to answer requests has climbed to a high of 86% of requests being responded to within 30 minutes. Our support desk operates within New Zealand trading hours with support for our Australian clients as well.

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