FAQ's

Written by Armaan Shah · Updated October 1, 2026

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Most Popular

• How do I get started?
• Why didn’t I or my teammate receive an invite or notification email from Acelab?
• How much does Material Hub cost?

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Getting Started

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How do I get started?

• Book a free 30-minute onboarding session here. In this session, our team will dive into the needs of your business and come up with a custom plan to help you get the most out of the Material Hub. You can also create an account for free now and start exploring right away.

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Who should come to my Onboarding Session?

• Material Hub is a collaborative platform with the ability to leave comments on projects and products. We would recommend key stakeholders from your company attend to learn more and work with our team to customize a plan that will accommodate your short and long term needs.

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What do I need to bring to my Onboarding Session?

• The best practice recommendation is to come to the session with 1-3 projects that need assistance in product selection. The sessions are recorded, with your consent, and sent back to you, so note-taking is encouraged, but not required.

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Account and Access

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Why did I or my teammate not receive an invite or notification email from Acelab?

• If you or a teammate never received an expected email — like a company invite, password reset, or project notification — the most common cause is your organization’s email security settings blocking or filtering messages from our domain before they reach the inbox. This is especially common at firms with strict IT security policies, spam filters, or secure email gateways. What to do:
  1. Check the spam/junk folder first.
  2. Ask your IT or email administrator to allowlist our sending domain(s): acelabusa.com / do-not-reply@acelabusa.com
  3. If your organization uses a secure email gateway (Proofpoint, Mimecast, Barracuda, etc.), ask IT to add Acelab to the approved senders list specifically, not just the general domain allowlist.
  4. Still not receiving emails after allowlisting? Reach out via Support Chat and we’ll help track down the issue.

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How do I invite collaborators?

• Please see this article about inviting collaborators.

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Do you have a support chat?

• Our Support Chat can be accessed on the lower right-hand corner in the app.

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Is my data secured?

• Yes — see Is my data secured? How is it used? below for details on encryption, compliance, and how your data is (and isn’t) shared.

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Using Material Hub

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Can I share my project selections with my contractor? Or my client?

• You can create a view of your products saved to your project and choose which products and which product data to share. Then, you may send a sharable link to anyone and choose what level of editing/viewing they should have. Learn more here.

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Can I see if another architect I know would recommend the product?

• Currently, this functionality is not supported in Material Hub. If you have a feature request, it can be submitted via Support Chat. Our team will catalogue the request appropriately and share it with the development team.

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Working with Manufacturers and Reps

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How fast can I expect a response from a product rep?

• Product reps on Material Hub respond within a timely manner. There may be slightly longer response times depending on the complexity of your ask.

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How do I get pricing information?

• Pricing information is not automatically hosted on the site. The best way to get pricing information is to request product information from the rep. When you receive information from the rep, you can create a custom field to log it in your project.

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How do I get information on lead times?

• Lead times can vary widely, so the best way to find the most current information is to request information from the product rep.

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I have a product that I always use, but there isn’t a product rep on the site?

• In Schedules, the rep information appears in the Rep column. If no rep is available, the cell will include a + sign. Click on the sign to request a connection.

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Pricing and Business Model

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How much does Material Hub cost?

• The core Material Hub — including our product database, AI-powered search, firm library, project tools, and basic documentation — will always be free for architects, designers, and owners. We believe access to product knowledge should never be a barrier to better design decisions. For larger organizations who want more control, standardization, analysis, integrations, and AI features, we offer paid plans with advanced options. See plan information here and schedule a time with our sales team to learn about features and see pricing.

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Will Acelab’s search algorithms only return paying suppliers?

• No. Search results are based on how well products meet project requirements. Whether or not a manufacturer is a subscriber, their products appear if they’re the right fit. This independence is central to our philosophy. Restricting results to paying suppliers would undermine the platform’s purpose of helping architects make the best material decisions. Manufacturers only pay when architects reach out, which preserves transparency and ensures integrity in every search result.

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Is my data secured? How is it used?

• Your information is secure with Acelab. We adhere to GDPR standards, ensuring high-level data protection and privacy. Our systems use advanced encryption and undergo regular security audits. We comply with international data protection laws, guaranteeing the safety of your data. Your data is not sold to product manufacturers. It is only shared with your consent. For example, when you reach out to a manufacturer, they will have your information. If you sign-up for a webinar, they will also have your information to contact you with your certificate later. Read more in the Privacy Notice.