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For customer service, please call 800.794.8158

Frequently Asked Questions

Q: I downloaded the app and it won't let me log in. What is wrong?

If you are an active Sound Concepts user, simply enter the same username and password from your back office to log in to the app.
If you are still unable to login afterward, contact our support line at 800.794.8158 or email support@mysecureoffice.com

Q: I added a new contact into my device and they are not showing up in Brightools App. What should I do to get them in the mobile app?

To sync your device's contacts with Brightools App, you'll need to do a 'pull to refresh' on the contacts page. To do this, simply drag the contacts page down and let go; this will refresh your contacts and pull any new contacts into the app. If you find this does not work, you can log out of the application by going to SETTINGS > CLEAR CACHE at the bottom of the settings page, and then log back in.

Q: How do I access new and updated media in the app?

Simply pull-to-refresh on the media page. To do this, simply drag the media page down and let go; this will refresh the media in the app, allowing you to access and share both new and updated content.

Q: Facebook will not allow me to post to different groups. What do I need to do to fix this?

Facebook recently made changes that impacted some Android users who are no longer able to post to Facebook groups. This is affecting not only our application, but other applications as well, such as the Gallery app that is found natively on Android devices.

We are actively pursuing a resolution. In the meantime, we recommend you use the copy link feature and then paste it in the desired group you want to share the asset in.

Q: None of my media is showing when I log in. What do I need to do?

You may just need to pull-to-refresh the media page. You can do this by putting your finger on the center of your screen and swiping down. This will refresh the application. If you find this does not work, you can log out of the application by going to the settings page inside the application and tapping on CLEAR CACHE at the bottom of the settings page. You'll then need to log back in.

Q: My sample hasn't been delivered to my contact and it has been five business days. Where is the sample?

All samples are shipped via USPS First Class Large Envelope. Transit time for USPS takes about three to five business days, but can take up to seven to ten business days (depending on the area). If your contact is located in the United States and has not received their sample after the seventh business day, go ahead and contact our support number at 800.794.8158 or email support@mysecureoffice.com so we can look into it further.

As part of assisting you with the sampling platform, you will need to double check and make sure that the address is correct for the contact when issuing a sample. Most of the time when a contact doesn't receive a sample, it's because their address was entered incorrectly.

Q: When I try to send an asset via email from my iPhone, the send button becomes grayed out and I cannot send anything. How do I fix that?

Our mobile application is designed to access the default email address for your account. This account must be set up before you can access the email sharing feature. To set up your default email address, go to your iPhone Settings > Accounts and Passwords. Then, tap on the email account you are trying to use and make sure that the mail icon is turned on. If it is turned on and you are still having that issue, you may have the OUTGOING MAIL SERVER settings set up incorrectly. At this point, you will need to contact Apple support so they can help you fix your settings.

Q: I want to download an image to my phone. What do I need to do?

If you are using Android, please follow these steps:

  1. Tap on the image you want to download

  2. Tap on SOCIAL

  3. Write a short message like 'Hi' and tap COPY

  4. Tap on UPLOAD TO PHOTOS in the list of applications that pulls up and this will download the photo to your device

If you are using iOS, please follow these steps:

  1. Tap on the image you want to download

  2. Tap on SOCIAL

  3. Write a short message like 'Hi' and tap COPY

  4. Tap on SAVE IMAGE in the bottom left hand corner of the screen

Q: I sent content from the app via Facebook Messenger and I didn't receive a notification when they clicked on the item I sent. Was I supposed to receive a notification?

Notifications only work when sending content via email or SMS through the app. If you use the copy link feature or send content through other apps such as Facebook Messenger or WhatsApp, then notifications do not work because those links are not tied to a specific prospect.

Q: I noticed there are some links associated with content in the app. Are those associated with my replicated site and do I get credit for purchases that may happen when I share those links?

Yes! Your distributor ID is connected to links shared via the app. So, if a prospect likes what you shared via email, text, copy link or through social media and clicks a link to purchase a product -- then yes, you will get credit for the sale.