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Help & FAQ

Answers to common questions and short guides for everyday work: getting started, how requests become delivered work, who can do what, your account, and what to do when something isn't working.

Start here: getting into Pgupp

Pgupp is invite-only. You join the workspace that invited your email address.

  1. Get your join link from your workspace admin. Pgupp does not email invitations.
  2. Create your account with exactly the email address you were invited with. Create an account
  3. Open the confirmation email and follow its link.
  4. Sign in and accept the invitation. Sign in

Getting started

What Pgupp is for, how you join, and your first useful step.

What Pgupp is for

Pgupp is where your colleagues ask Marketing for work, and where Marketing organises, reviews and delivers it. Instead of requests scattered across chat and email, everything sits in one place: what was asked, what was agreed, who is doing it, what is waiting for a decision and what was delivered.

  • Ask for work with New request and follow it until it is delivered.
  • See your own to-do list in My Work: questions for you, tasks, steps, approvals.
  • Marketing decides on requests, agrees owners and dates, and runs the work and its approvals.

Joining your workspace

  1. Your workspace admin invites you and sends you a join link themselves (Pgupp does not email invitations).
  2. Open the link and create your account with exactly the email address you were invited with.
  3. Open the confirmation email from Pgupp and follow its link. Until you do, you cannot sign in.
  4. Sign in. Pgupp offers you the invitation; accept it to join the workspace.

Each account belongs to one workspace. If you are invited to a second workspace, use a different email address for it.

Your first useful step

  • A collaborator (you ask Marketing for work)

    Start with
    New request, for something you need soon. Then check My Work for Marketing's questions.

  • On the Marketing team

    Start with
    Requests: decide on new ones, ask for anything missing and accept with an owner and a date.

  • A workspace admin

    Start with
    Admin: invite the people who should be here, then check the time zone and which details each type of request needs.

Finding help and replaying the tour

Help is in the sidebar (under More on a phone). Every topic has its own link you can share: use the link icon beside its title. The product tour opens by itself on your first visit; replay it any time from Product tour in the sidebar or with the button below.

The product tour opens once you have joined a workspace.

Understanding the work

The things you will see in Pgupp, how they connect, and the words that are easy to mix up.

One example, from request to delivery

  1. Sam in Sales submits a request: "Landing page for the November webinar", wanted by 10 November.
  2. Marketing asks Sam which speakers to show. Sam answers from My Work.
  3. Marketing accepts it: Ben owns it, priority high, agreed for 14 November.
  4. Ben creates the deliverable "Webinar landing page" inside the campaign "Q4 webinar series", adds the landing page process as its steps (copy, design, approval, publish) and gives Sam a task: "Confirm speaker bios".
  5. Ben submits version 1 for approval. The approver asks for new photos; Ben submits version 2, which is approved and completes the deliverable.
  6. Ben records the delivery: where the page went live, with its link. Sam sees it delivered on the request.

Requests, campaigns, deliverables, steps and tasks

  • Request

    What it is
    What someone asked Marketing for. Marketing decides on it; the work itself happens in deliverables.
    In the example
    Landing page for the November webinar

  • Campaign

    What it is
    A group of related work with a shared brief and dates.
    In the example
    Q4 webinar series

  • Deliverable

    What it is
    One piece of output with one owner on the Marketing team. Reviews, Notes and the delivery record live here.
    In the example
    Webinar landing page

  • Task

    What it is
    A to-do inside a deliverable, assigned to one person.
    In the example
    Confirm speaker bios (Sam)

  • Step

    What it is
    A stage of the work, in order, usually from a process. Each step has one person on it and can have a checklist and material it needs; finishing it hands the work to the person on the next step.
    In the example
    Copy → Design → Approval → Publish

  • Material

    What it is
    Something a step needs before it can be finished, such as final copy or logos. Marketing or the requester marks it provided.
    In the example
    Speaker photos

  • Notes

    What it is
    One shared working document on a deliverable.
    In the example
    The page copy and links to the designs

  • Updates

    What it is
    Short progress posts by Marketing, shown with the deliverable's history.
    In the example
    "Design started, first draft Thursday"

Words that are easy to mix up

Accepted vs all details in

Accepted means Marketing has agreed to do the request. All required details are in means the request has every detail its kind of work needs. Marketing can accept a request with details still missing and ask for them; the work starts once they are in. On a deliverable, Ready means the current step can start.

Approval vs completion

Approving a version normally completes the deliverable; there is no extra step. If approval is one of the steps and others remain (for example Publish), the button says Approve and continue and the work completes when the last step is done.

Completion vs delivery

Completed means the work is done. Delivered means Marketing has recorded where it went (published, sent, handed over), usually with a link. A deliverable can be completed before its delivery is recorded.

Wanted date, agreed date, due date and forecast
  • Wanted date: what the requester asked for.
  • Agreed date: what Marketing committed to when accepting. It can differ from the wanted date, and both stay visible.
  • Due date: the internal date of one deliverable. Work created from a request starts with the agreed date.
  • Forecast: Marketing's current best estimate of when a deliverable will really finish, used on Workload.
Decline, postpone and withdraw

Declined: Marketing will not do it, and says why. Postponed: not now; Marketing sets a date to decide again. Withdrawn: the requester cancelled it before Marketing decided. Declined and withdrawn requests are under Closed on Requests.

Work that waits for other work, and changes to agreed work

For Marketing team and Workspace admins

A deliverable can depend on another deliverable: its steps, approval and completion wait until that work is completed, while starting and tasks can go ahead. When something it depends on changes, its owner is asked to check what the change means.

Once a request is accepted, changes to the agreed date, scope or priority go through Propose a change on the request, campaign or deliverable. Anyone in the workspace can propose; Marketing decides, and the original agreement stays visible.

Everyday how-to guides

Step-by-step guides for the things people do every day, with who can do each and why it might not be available to you.

Submit and track a request

Who can do it
Everyone in the workspace.
What to do
  1. Open New request.
  2. Choose the kind of work. It decides which details Marketing needs, and the form shows those.
  3. Give it a clear title, describe what you need, and fill in the details shown and the date you want it by. Anything else you know (audience, materials, notes) goes under Add more detail; filling it in saves a round of questions.
  4. Submit request.
What happens next
It waits for Marketing's decision ("Awaiting decision"). Follow it from My requests or from Home, where your open requests are listed with their progress. Once accepted, you will see the owner, the agreed date and, later, the work's progress and delivery.
If you can't
  • Your account is deactivated: ask your workspace admin.

Answer a question from Marketing

Who can do it
The person who submitted the request.
What to do
  1. Open "Question for you" in My Work (it also shows on your request).
  2. Answer in the box, filling in any fields Marketing asked about.
  3. Send answer.
What happens next
Marketing sees your answer on the request, and the question and answer stay in its history. The item leaves your My Work.
If you can't
  • Only the requester can answer; colleagues can read the question but not reply.
  • The question was already answered.

Marketing asks a question with Ask the requester on the request. Only one question can be open at a time.

Edit or withdraw a pending request

Who can do it
The person who submitted the request, until Marketing accepts, postpones or declines it.
What to do
  1. Open the request.
  2. Choose Edit request, change what you need and Save changes; or choose Withdraw and confirm.
What happens next
An edit is recorded in the request's history so Marketing sees what changed. A withdrawal is final and moves the request to Closed.
If you can't
  • Marketing has already decided. To change an accepted request, use Propose a change on it instead.
  • Someone else changed the request while you were editing. Pgupp keeps your edits and lets you choose Reload the latest version or Apply my edits to the latest version.
  • You are not the requester.

Decide on a request: accept, postpone or decline

For Marketing team and Workspace admins
Who can do it
Marketing team members and workspace admins.
What to do
  1. Open the request. If details are missing, use Ask the requester and Send question.
  2. Accept request: choose the owner (someone on the Marketing team), the priority and the agreed date. Under More detail you can add business impact, effort and what it needs from others, and record a priority trade-off.
  3. Or Postpone request with a date to decide again, or Decline request with a reason.
What happens next
The requester sees the decision on their request. An accepted request appears on Home as "Accepted, work not created yet" and in the owner's My Work until its work is created. A postponed request comes back to whoever postponed it on the date they chose.
If you can't
  • You are a collaborator; deciding on requests is for Marketing.
  • Someone else decided first: refresh the request.
  • The owner you chose is no longer active: choose another.

Create the work for an accepted request

For Marketing team and Workspace admins
Who can do it
Marketing team members and workspace admins.
What to do
  1. Open the accepted request.
  2. Create deliverable for a single piece of output, or Create campaign for a group of work. You can also attach it to an active campaign or link it to existing work.
  3. For a deliverable, choose whether it needs approval and who approves.
What happens next
The request shows "Work created" with a link, and its progress follows the work from now on. The deliverable starts with the request's agreed date as its due date.
If you can't
  • The request is not accepted yet.
  • The campaign you picked is completed: only active campaigns take new work.

Marketing can also start a campaign without a request (Campaigns → Create campaign) and add deliverables to it.

Ownership: assign or change an owner

For Marketing team and Workspace admins
Who can do it
Marketing team members and workspace admins. Owners must be on the Marketing team.
What to do
  1. Open the deliverable (or an accepted request that has no work yet).
  2. Next to Owner, choose Change (or Assign owner), pick the person and Save.
What happens next
The new owner sees the work in their My Work. The change is kept in the history.
If you can't
  • The person is not on the Marketing team, or is deactivated.
  • The deliverable is completed or archived.
  • The request's work has already been created: change the owner on its deliverable instead.

Tasks: add, assign and update

Who can do it
Marketing adds, renames, assigns and deletes tasks. Anyone can be assigned a task, and the assignee can update its status.
What to do
  1. Marketing: on the deliverable, use Add task, give it a title and choose who does it.
  2. Assignee: open the task from My Work (or the deliverable) and set its status: to do, in progress, blocked or done.
What happens next
Assigned tasks appear in the assignee's My Work once the deliverable has started. A deliverable cannot be submitted for approval or completed while any task is not done.
If you can't
  • You are a collaborator and the task is not yours: only the assignee and Marketing can change it.
  • The deliverable is completed or archived.
  • Someone else changed the task first: refresh and try again.

Steps and handoffs

Who can do it
The person on the step, or anyone on Marketing. Adding and changing steps is for Marketing.
What to do
  1. Marketing adds a process to a deliverable with Use a process, choosing who takes each role and ticking material already in hand, then Add these steps. Steps can also be added one by one.
  2. When a step is handed to you, it appears in My Work as "Your step". Work through its checklist.
  3. When it is done and its material is provided, choose Complete step.
What happens next
The work moves to the next step and the person on it sees it in their My Work. An approval step is completed by the approval itself.
If you can't
  • Material it needs is missing (see Missing material).
  • An earlier step is not finished, or the work waits for other work that is not completed yet.
  • The work is blocked, or under review.
  • You are not on this step and you are not on Marketing.

Missing material

Who can do it
Marketing, or the requester when the work came from their request.
What to do
  1. Open the deliverable (requesters: the item "Material needed" in My Work, or your request).
  2. Under Material, provide what is missing and choose Mark provided. If something does not apply, Marketing can choose Mark not applicable.
What happens next
Once all the material is in, the person on the step can complete it. Home stops listing the work under Waiting for details or material.
If you can't
  • You are neither on Marketing nor the requester.
  • A version is under review: material is frozen until it is decided or withdrawn.

Blocked work

For Marketing team and Workspace admins
Who can do it
Marketing team members and workspace admins.
What to do
  1. To record a blocker: on a started deliverable, choose Mark blocked, say what is wrong and who or what you are waiting on.
  2. To clear it: choose Resolve blocker once the problem is gone.
What happens next
Blocked work is listed first on Home and in its owner's My Work until it is resolved. A blocked deliverable cannot be submitted or completed.
If you can't
  • The deliverable has not been started, is in review, or is completed.
  • You are a collaborator: tell the owner instead, or mark your own task as blocked.

"Waiting for other work" is different: the work waits for another deliverable to be completed, and clears by itself when it is.

Reviews, approval and requested changes

Who can do it
Marketing sets up the review and submits. The approver and any named reviewers decide; reviewers can be anyone who has signed in, including collaborators.
What to do
  1. Marketing: choose the approver under Approval at the top of the deliverable. To add other reviewers, use Add reviewers in its Approval section, then Save review settings.
  2. Marketing: when all tasks and earlier steps are done, Submit for approval. This creates version 1 and freezes the content while it is reviewed.
  3. Reviewer: open "Approval needed" or "Review needed" in My Work, read what was submitted, then Approve (or Approve and complete) or Request changes with a note.
  4. Owner: after changes are requested, fix the work and Resubmit for approval. This becomes version 2.
What happens next
Approval completes the deliverable, unless steps remain. Every version and decision stays in the deliverable's history.
If you can't
  • You are not a named reviewer, or it is not your turn yet in a sequential review.
  • You were invited for feedback: your view is recorded but does not decide.
  • The version you opened was decided, withdrawn or replaced: Pgupp refuses the old one and nothing is recorded. Open the current version.
  • Submitting is refused while a task is open, an earlier step is unfinished, work it depends on is not completed or the work is blocked.

Record a delivery

For Marketing team and Workspace admins
Who can do it
Marketing team members and workspace admins.
What to do
  1. Open the completed deliverable.
  2. Under Delivery, say where it went, add the link to the final output (not a copy) and any follow-up, then Record delivery.
What happens next
The deliverable and its request show it as delivered, and Reports count it.
If you can't
  • The deliverable is archived.

Notes and Updates

Who can do it
Marketing writes Notes and posts Updates. Everyone in the workspace can read them.
What to do
  1. Notes: on the deliverable, edit Notes and save. Use them for the brief, copy and links to files.
  2. Updates: write a short progress update and post it; it appears in the deliverable's history.
What happens next
Everyone sees the latest Notes. If someone saved Notes after you opened them, Pgupp keeps your draft and lets you choose Keep my draft or Discard my draft.
If you can't
  • You are a collaborator: you can read but not write.
  • A version is under review, so Notes are frozen (see Common problems).

Search and filters

Who can do it
Everyone.
What to do
  1. On Requests, Campaigns or Deliverables, type in the search box. Results follow as you type, across all of that list's views; the view tabs show where there are matches.
  2. Use the view tabs (for example Pending, Accepted and Closed on Requests; Active and Completed on Deliverables) to narrow the list. Load more shows longer lists.
  3. Marketing: on Home, open Filter, choose a campaign, department, owner, kind of problem, agreed date or At risk only, then Apply.
What happens next
The address in your browser keeps the search and view, so you can share or bookmark it.
If you can't
  • Archived deliverables are not searched and leave every list.

Workload and Reports

For Marketing team and Workspace admins
Who can do it
Marketing team members and workspace admins.
What to do
  1. Workload compares the work agreed for each person with the weekly hours on their Team profile. Add estimates and forecasts on deliverables (under Planning), and hours on profiles, so it can compare; anything missing is shown as unknown.
  2. Reports answer how many requests came in, how long decisions took, how much work finished and how much finished by its agreed date, for a period you choose. The details beneath say how each number is counted.
What happens next
Nothing changes when you look; these pages only read.
If you can't
  • Collaborators: these pages are for Marketing, so they are not in your menu, and a link to them takes you to Home.
  • A new workspace has little to report yet.

Roles and visibility

What each role can see and do, the responsibilities people hold on a piece of work, and why someone else may see different buttons.

The three workspace roles

  • Collaborator

    Can see
    All requests, campaigns, deliverables, tasks and their history in the workspace, and colleagues' names.
    Can do
    Submit, edit and withdraw their own pending requests; answer Marketing's questions; provide material for their requests; update tasks assigned to them; complete steps they are on; review or approve when named; propose changes; add their own messages from email.

  • Marketing team member

    Can see
    Everything a collaborator sees, plus Workload and Reports.
    Can do
    Everything a collaborator can do, plus decide on requests, create campaigns and deliverables, own work, manage tasks and steps, set up approval and submit, mark work blocked, write Notes and Updates, record delivery, decide changes, archive and reopen work, and maintain processes.

  • Workspace admin

    Can see
    Everything above, plus Admin.
    Can do
    Everything a Marketing team member can do, plus invite, deactivate and reactivate people, change roles and Marketing membership, change reviewers while a version is under review, and set the time zone and the details each kind of request needs.

Everyone in a workspace can read its work

Pgupp has no private requests or deliverables: every member can open everything in the workspace. People's email addresses, roles and invitations are only shown to admins, and weekly capacity only to the person themselves and Marketing. Keep confidential details out of requests, or link to a place with its own access control.

Owner, assignee, reviewer and other named responsibilities

  • Requester: who asked. Answers questions, provides material and follows progress.
  • Request owner: the Marketing person who accepted responsibility for a request until work is created from it.
  • Deliverable owner: accountable for one deliverable from start to delivery. Always on the Marketing team.
  • Assignee: the person a task is given to. Anyone in the workspace.
  • Person on the step: who does the current step and hands it on.
  • Approver and reviewers: who decide on a submitted version. Anyone who has signed in can be named. Some reviewers are only invited for feedback, which is recorded but does not decide.
  • Change decision-maker: the Marketing person or admin who decides a proposed change.

Responsibilities sit on top of roles: a collaborator named as approver can approve, but still cannot decide on requests or edit the deliverable.

Why does a colleague see different buttons?

Pgupp only shows the actions you can take now. Your colleague may see Accept request, Edit details or Complete step because of their role (Marketing or admin) or because they hold a responsibility on that work (owner, person on the step, approver, requester). The same work also shows different actions at different moments: nothing can be edited while a version is under review, and completed or archived work has fewer actions.

If you think you should have access, ask your workspace admin; they can see everyone's role on the Admin page.

Account and invitation help

Invitations, the right email address, confirmation, signing in and getting back in when you forget your password.

How invitations work

  1. A workspace admin adds you in Pgupp as Marketing team or Collaborator.
  2. Pgupp shows the admin a join link. Pgupp does not email it: the admin sends it to you themselves, for example by chat or email.
  3. The link works for 7 days. If it has expired, ask the admin to renew it; they get a new link to send.
  4. Open the link, create your account with the invited address, confirm your email, and join.

Use the email address you were invited with

An invitation belongs to one email address, and only an account with that confirmed address can use it. If you sign up with another address (a personal one, or a different spelling or alias), Pgupp will not find your invitation and shows "Waiting for an invitation". Sign out and use the invited address, or ask your admin to invite the address you used.

Confirming your email

After you create an account, Pgupp sends a confirmation email. You cannot sign in or join a workspace until you open its link. If it has not arrived after a few minutes, check spam or junk, and check you typed the address correctly.

"Waiting for an invitation"

You signed in, but no invitation matches your confirmed email address. Pgupp is invite-only, so you cannot join a workspace without one. The page shows the address you are signed in with: check it is the invited one, then ask the person who invited you (your workspace admin) to invite this address or renew your invitation.

Signing in

Sign in with your email address and password. If Pgupp says the details are wrong, check the address is the one you signed up with, or reset your password. If it says your access is disabled, a workspace admin has deactivated your account; ask them to reactivate it.

Forgot your password

  1. On the sign-in page choose Forgot password and enter your address. Pgupp shows the same message whether or not the address has an account.
  2. Open the reset email and follow the link; it works on any device, but only once.
  3. Choose a new password. Pgupp signs you out everywhere, so sign in again with the new password.

Who to contact about workspace access

Your workspace admin: they invite people, renew expired links, change roles and reactivate accounts. If you don't know who that is, ask the person who sent you the join link.

Notifications and expectations

Where Pgupp tells you that something needs you, and which emails it does and does not send.

My Work and Home are where actions appear

My Work is your personal list in three groups: Ready to work (you can act now), Decisions and approvals (only you can decide) and Waiting on others (your work that someone else must move). Questions for you, tasks, steps handed to you, changes requested, approvals and reviews all appear there, and disappear by themselves once handled.

Home is the starting page. For Marketing it lists what needs attention across the workspace: new requests to decide on, blocked work, overdue approvals, missing material, open changes and accepted requests whose work is not created yet. For collaborators it shows their own requests and how each is getting on, any question waiting for their answer and any version waiting for their approval, with a link to My Work. What Marketing is producing is on Campaigns and Deliverables.

Which emails Pgupp sends

  • Confirming your email when you create an account

    Sent?
    Yes

  • Resetting your password

    Sent?
    Yes

  • Invitations to join a workspace

    Sent?
    No. Your admin sends you the join link.

  • Workflow notifications (a new task, a question, an approval request, a decision)

    Sent?
    No, not during the pilot. They appear in My Work and on Home.

Check My Work rather than your inbox

Pgupp records workflow events but does not send workflow emails during the pilot. Open My Work at least once a day, and when something is urgent, send the person a link to it.

Notification settings (the bell beside Sign out) let you choose which workflow events you want to hear about later. Saving them does not send any email today.

Common problems

Quick answers to the questions people ask most, with what to do instead.

Frequently asked questions

Why can't I edit this?
  • You are a collaborator: deliverables, tasks that are not yours, Notes and Updates are edited by Marketing. You can still edit your own pending requests and update your own tasks.
  • A version is under review: its content is frozen until it is decided or withdrawn (only the due date can move).
  • The request has been decided: propose a change instead of editing it.
  • The work is completed or archived: Marketing can reopen or restore it.
Why is my work waiting or blocked?
  • Waiting for details: the request still lacks details its kind of work needs. Marketing can start anyway, but the work reads as waiting until they are added on the request.
  • Waiting for material: the current step needs something not yet provided. The page names it and who can provide it.
  • Waiting for other work: it depends on another deliverable that is not completed. It clears by itself when that is completed.
  • Blocked: someone recorded a blocker, with the reason and who it waits on. Marketing resolves it.
  • Waiting for a decision: a version is with its reviewers. My Work shows who still needs to decide.
Why can't I complete or approve it?
  • A task is not done, or an earlier step is unfinished.
  • It depends on work that is not completed yet.
  • It is blocked, or not started yet.
  • It needs approval: submit it instead of completing it.
  • Approving: you are not a reviewer on this version, it is not your turn yet, your review is feedback only, or the version was replaced.

Pgupp's message says which of these applies; fix that first and try again.

What happens when someone else saves first?

Nothing is silently overwritten. Notes keep your draft and let you choose Keep my draft (replace their version) or Discard my draft. Request edits let you Reload the latest version or Apply my edits to the latest version. For other changes Pgupp says the item changed since you opened it: refresh and try again. A review decision on an old version is refused, and nothing is recorded.

Why are Notes frozen?

While a version is under review, its Notes, details and material are frozen so reviewers decide on exactly what was submitted. The owner or Marketing can choose Withdraw from review, make the change and submit again as a new version. Links in Notes point to files outside Pgupp, which can still change, so link to a fixed version of a file.

Why can't I find a record?
  • Check the other view: Requests has Pending, Accepted and Closed; Campaigns and Deliverables have Active and Completed. When searching, the tabs show which view has matches.
  • Declined and withdrawn requests are under Closed.
  • Archived deliverables leave every list and search. Use a link you saved, or ask Marketing to restore it.
  • It may be in another workspace: each account sees only its own workspace.
Can I upload files or connect Slack or email?

Not today. Pgupp does not store files and has no Slack, email, calendar or Drive connection. Keep files where they live (Figma, Drive and so on) and put links in the request or the deliverable's Notes. A request that arrives by email or chat can be pasted into Add from email and turned into a request.

Why does the product tour appear again on another device?

Pgupp remembers that you finished or skipped the tour in each browser, not in your account. On a new device or browser, or after clearing site data, it offers the tour once more. Skip it, or replay it from Product tour whenever you like.

Why didn't I get an email about this?

Pgupp does not send workflow emails during the pilot; it only emails account confirmations and password resets. Everything that needs you is in My Work.

Why don't I see Workload or Reports?

Those pages are for the Marketing team, so they are not in a collaborator's menu. If someone shares a link to one, it takes a collaborator to Home instead. Ask a Marketing team member for the figures you need.

Getting further help

Who to ask, and how to describe a problem so it can be solved quickly.

Who to ask

Start with your workspace admin. They manage people and access, and can pass a problem on to the Pgupp team. Pgupp does not have a separate support address in the app.

Never send anyone your password. Nobody at your company or at Pgupp needs it to help you.

Report a problem

Copy this, fill it in and send it to your workspace admin. A screenshot helps, as long as it shows nothing confidential.

Problem report

What I was trying to do: {for example: approve version 2 of the webinar landing page} Where: {the page, or a link to it} What I did, step by step: 1. {…} 2. {…} What I expected: {…} What happened instead (exact message, if any): {…} When: {date and time} My role: {collaborator, Marketing team or admin} Device and browser: {for example: laptop, Chrome}