Technical Support Check List

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If you did not receive the account activation e-mail:

Click here for help in determining why you did not receive the e-mail. It is critical that you follow these steps to most quickly resolve this problem. NOTE: The WebExpress system is designed to be a convenience, and for nearly all customers it is. However, if your are spending more than 5 minutes on difficulties it is probably more convenient for you to register on-the-spot in person instead 4pm-10pm Friday or after 8am Saturday. If you do choose to register on-the-spot, all forms must be filled out by hand.

If you can not click on the activation link in the account activation e-mail:

Our link works properly, but you have AOL or another company or software program which prevents you from clicking on the link. There are instructions to solve this problem in the e-mail right below the link. You may also be able to solve the problem by clicking on "Show Images" and/or "Activate Links" somewhere on the screen. Our best suggestion should you encounter continued difficulties, is to create or use an account with a different email provider. NOTE: The WebExpress system is designed to be a convenience, and for nearly all customers it is. However, if your are spending more than 5 minutes on difficulties it is probably more convenient for you to register on-the-spot in person instead 4pm-10pm Friday or after 8am Saturday. If you do choose to register on-the-spot, all forms must be filled out by hand.

If you cannot get logged in to your WebExpress account:

This website will log you into your account when both:

• The account has been activated by clicking on the link in the activation email sent to you (only 1 time when you first create the account), -AND-
• The correct email address and password are entered.

Even if you "think" you remember your login credentials correctly, use the "Forgot Password" function to have the system send you the password EXACTLY as it must be entered. If you have more than one e-mail address, be sure you are using the correct one. Be sure of whether your CAPS LOCK is on, and whether you used CAPS or s p a c i n g in the password when you created your account. If you still can't log in, send us a Support/Feedback message. If the problem is not solved in time, please register in person this week. NOTE: The WebExpress system is designed to be a convenience, and for nearly all customers it is. However, if your are spending more than 5 minutes on difficulties it is probably more convenient for you to register on-the-spot in person instead 4pm-10pm Friday or after 8am Saturday. If you do choose to register on-the-spot, all forms must be filled out by hand.

If you want to edit your vehicle profile (price, miles, etc.):

Just log in and click on the "Edit Vehicle Profile" link right under the name of your vehicle (The only information customers can NOT edit is VIN number, license plate number, Year, Make, or Model after the vehicle has been registered for the first time). Note: License plate and VIN number are for our DMV-required records and do not go on the print-outs.

If a page keeps repeating itself:

In nearly all cases, this happens only when you are forgetting to fill in one of the fields on the page, or the information you filled in is invalid. In this case, we turn the field that has a problem red and place a red error message at the top of the page. However, you may not have noticed this and just thought the page was repeating. If you are sure this is not the case but a page is repeating, send us a Feedback message. If the problem is not solved in time, please register in person this week. NOTE: The WebExpress system is designed to be a convenience, and for nearly all customers it is. However, if your are spending more than 5 minutes on difficulties it is probably more convenient for you to register on-the-spot in person instead 4pm-10pm Friday or after 8am Saturday. If you do choose to register on-the-spot, all forms must be filled out by hand.

If you believe the system is not charging you the correct display fee:

Please see our Display Fee Pricing page to be sure you correctly understand the Display Fee price schedule for your vehicle. The pricing and any promotions that existed when you registered your vehicle for the first time stay valid (for that vehicle only) for 1 year. The only way the amount the system is charging can be incorrect is if you registered this vehicle at the Auto Fair once or more in person, but then mistakenly answered that the vehicle had "NOT been to the Auto Fair previously" when you created its Vehicle Profile inside your WebExpress account the first time you registered over the web. If this is the case, you will notice that the "Visits" count to the right of the vehicle name shows less visits than the vehicle actually has been there. If so, send us a Feedback message. If the problem is not solved in time, please register in person this week 4pm-10pm Friday or after 8am Saturday so we can solve the problem on the spot.

If you have another problem:

Send us a message and be sure to tell us the specific problem so we can respond effectively, and be sure to include your PHONE NUMBER for efficiency and in case we can not reach you by e-mail. Please note that although there is not a full time staff during the weekdays, we will respond as soon as possible. If, however, you do not hear back from us in time for Friday opening, please register in-person instead for this weekend and we will work with you to solve the problem for the future. NOTE: The WebExpress system is designed to be a convenience, and for nearly all customers it is. However, if your are spending more than 5 minutes on difficulties it is probably more convenient for you to register on-the-spot in person instead 4pm-10pm Friday or after 8am Saturday. If you do choose to register on-the-spot, all forms must be filled out by hand.

The most common user errors are:

• Typos or errors while entering e-mail or password.
• Case or spacing errors in the password field.
• Trying to log in without clicking on the link in the Account Activation e-mail to activate the account.
• Not following the instructions on the page or in the specific field.
• Not logging in and reading or using the options available on the page.
• Using mistaken e-mail or password, and not using the "Forgot Password" function to solve the problem.

Finding an e-mail sent by our system:

• Gmail - Smartphone Users
• Gmail - Computer Users
• Yahoo
• @Hotmail/@Live/@Outlook.com(webmail)
• AOL
• MacMail
• IT Managed Company or Institutional Email
• Outlook Mail Client (the software on your computer, not @outlook.com webmail)

Note: Not all providers are listed and some procedures may not be current. We're going beyond our scope to try and make this easy even when your email provider isn't playing nice.

Gmail on smartphone:

If our email is NOT in your Inbox, go to your Spam folder. BE SURE to click on NOT SPAM when you open our email, or Gmail won't deliver your receipt with barcode for use at the WebExpress check-in kiosk. Even if our email is in your Inbox, we recommend adding Sierra Auto Fair as a Gmail contact so that you are sure to receive your receipt, which Gmail otherwise may not deliver.

Gmail on a computer:

Click here to open Gmail in a new browser tab or window. Log into or refresh your email then switch back here to read the further instructions.

1. If the email from us is NOT in your Inbox at gmail.com:
1. On the left hand side or wherever your various mail folders are listed, click on the word "more" with a down arrow next to it.
2. Be sure to do both A and B:
1. Click on Spam to go into your spam folder and search carefully back through to today's date and time to find the email from Sierra Auto Fair
2. VERY IMPORTANT: When you open the email, BE SURE to click the "Not Spam" button or link at the top of the email so that you receive future emails from us such as your confirmation/receipt page when you register.
3. The email will now have been moved to your Inbox, and will appear at the date and time it came in. It will NOT be bolded anymore, because it has been "read".
4. We also recommend adding Sierra Auto Fair as a Gmail contact so that you are sure to receive your receipt, which Gmail otherwise may not deliver.
2. If you still don't see the email in your Inbox:
1. As of late 2013 Gmail had created new "Tabs" within your Inbox called Primary, Social, and Promotions, and their robot decides which tab to put an email under automatically. These tabs are shown across the top of your Inbox. If you don't see the email under the default "Primary" Tab, you should check under the "Social" or "Promotions" tabs or any other tabs they have created for you or you create for yourself. If you find our email under another tab, please drag and drop it into the Primary tab so they know where to send emails from us in the future.

Yahoo: Yahoo is unreliable about delivering mail these days and periodically blocks our emails for no reason. You may need to try a different provider such as gmail if the following steps don't work.

Click here to open Yahoo Mail in a new browser tab or window, then switch back here to read the further instructions.

(Note: These instructions only apply to accessing your webmail through a browser as instructed above, NOT through the app on your device)

1. If the email from us is NOT in your Inbox at mail.yahoo.com:
1. On the left hand side or wherever your various mail folders are listed, click on "Bulk Mail".
2. Be sure to do both A and B:
1. Search carefully back through the "future dated" emails to today's date and time to find the email from Sierra Auto Fair
2. VERY IMPORTANT: When you open the email, BE SURE to click the "Not Bulk" button or link at the top of the email so that you receive future emails from us such as your confirmation page when you register.
3. The email will now have been moved to your Inbox, and will appear in order at the date and time it came in, NOT at the top. It will NOT be bolded anymore, because it has been "read".

Hotmail (@hotmail.com / @live.com / @outlook.com addresses): All of these Microsoft mail extensions intermittently block our emails for no reason and refuse to stop. You may need to use a more reliable provide such as gmail if the following steps don't work.

Click here to open Hotmail etc. in a new browser tab or window, then switch back here to read the further instructions.

(Note: These instructions only apply to accessing your webmail through a browser as instructed above, NOT through an app on your device)

1. If the email from us is NOT in your Inbox at mail.live.com:
1. Click on Junk to go into your spam folder and search carefully back through to today's date and time to find the email from Sierra Auto Fair
2. VERY IMPORTANT: When you open the email, BE SURE to click the "Not Junk" button or link at the top of the email so that you receive future emails from us such as your receipt/confirmation page when you register.
3. The email will now have been moved to your Inbox, and will appear at the date and time it came in, NOT at the top. It will NOT be bolded anymore, because it has been "read".

AOL:

Click here to open AOL's mail page in a new browser tab or window. Log into or refresh your email then switch back here to read the further instructions..

(Note: These instructions only apply to accessing your webmail through a browser as instructed above, NOT through your an app onyour device)

1. If the email from us is NOT in your Inbox at mail.live.com:
1. Check your "Spam" folder. If you find our email there, BE SURE to select the message and then click the "This is Not Spam" link or button.

Mac Mail:

1. Check your Junk folder. If you find our email there, BE SURE to select the message and then click any available Not Junk" link or button AND move the mail to your Inbox.
2. Right-click the @sierraautofair.com email address.
3. Click Add to contacts in the short-cut menu.
4. Click Save and Close.

Company or Institutional Email Systems (Managed by I.T.):

Refresh your Inbox. If the account activation email is not there within 5 minutes, please contact your IT Department to find out:

1. How to find the email from us and get it to your Inbox, AND
2. How you can personally "whitelist" (permanently allow all emails from) Sierra Auto Fair for your own email, and also
3. Explain to them that Sierra Auto Fair is a reputable business operating in the local community since 1997 and ask them to add the same "whitelisting" of Sierra Auto Fair (sierraautofair.com)to the company or institution's "BIG" filter that governs the entire mail system.

Note: IT department representatives get so used to dealing with human error that they by default often to blame external entities for problems and/or minimize their efforts for such "small" problems. You often have to nicely push them to find out where your email is, and don't forget to have them help you whitelist us so you receive future emails such as your receipt. If it still can't be found, please check whether you may have had a case of human error and incorrectly typed your email address on our website by trying to create the same account again.

Outlook software on your computer – ALL Versions:

Before an email can get to the Outlook interface client or app you see on your computer, you must help it get through your actual email provider's filters (such as Gmail, Yahoo, Hotmail, or your company or institution). So, first you must follow the instructions provided above for your specific mail provider, or contact your IT department to learn how to get mail through your company or institutional mail filters.

After following the steps for your email provider, select your version of Outlook below or search in Outlook's help box "Add sender to safe list. By adding Sierra Auto Fair along with SierraAutoFair.com as the domain), it should automatically receive and/or move our email to your Inbox.

Outlook 2003:

1. Only after actually completing Step 1, and now in Outlook, select Actions from the top menu bar, then select Junk email followed by Junk email Options.
2. Select Safe Senders, and then Add.
3. Type and click OK (Note: We highly recommend copying and pasting to be sure you enter the address correctly).
4. Type and click OK.
5. Click OK.

Outlook 2007:

1. Before an email can get to the Outlook mail client on your computer, you must help it get through your email provider's filters (such as Gmail, Yahoo, Hotmail, or your company or institution). Please first follow the instructions provided further down for your specific provider, or contact your IT department for company or institutional mail for pre-Outlook mail filtering problems.
2. Only after actually completing Step 1, and now in Outlook, in the main or top menu select Tools, and then select Options.
3. On the Preferences tab, under E-mail, click Junk E-mail.
4. Click the Safe Senders or Safe Recipients tab.
5. Click Add.
6. In the "Enter an e-mail address or Internet domain name to be added to the list" box, enter and then click OK (Note: We highly recommend copying and pasting to be sure you enter the address correctly).