Common Issues

This guide covers the most frequently encountered issues and their solutions. If you don't find your issue here, please contact our support team.

Account and Authentication

Can't Sign In

Symptoms:

• "Invalid email or password" error
• Account not found message
• Login button not responding

Solutions:

1. Check Credentials: Ensure email and password are correct
2. Reset Password: Use "Forgot Password" link
3. Check Email: Verify you're using the correct email address
4. Clear Browser Cache: Clear cookies and cache
5. Try Different Browser: Test in incognito/private mode

Prevention:

• Use a password manager
• Enable two-factor authentication
• Keep contact information updated

Account Verification Issues

Symptoms:

• Verification email not received
• "Account not verified" error
• Verification link expired

Solutions:

1. Check Spam Folder: Look in spam/junk folders
2. Resend Verification: Request new verification email
3. Check Email Address: Ensure correct email in account
4. Contact Support: If issues persist

Two-Factor Authentication Problems

Symptoms:

• Can't receive SMS codes
• Authenticator app not working
• Backup codes not working

Solutions:

1. Check Phone Number: Ensure correct number
2. Try Backup Codes: Use provided backup codes
3. Re-sync Authenticator: Sync time in authenticator app
4. Contact Support: For account recovery

Cost Estimates

Estimates Seem Too High/Low

Symptoms:

• Estimate significantly different from expectations
• Prices don't match local market
• Breakdown seems incorrect

Solutions:

1. Verify Project Details: Double-check room dimensions and scope
2. Check Location: Ensure correct city/state/ZIP code
3. Compare Materials: Verify material quality selections
4. Get Multiple Estimates: Compare with contractor quotes
5. Adjust Scope: Try different project scope options

Understanding Estimates:

• Estimates include materials, labor, permits, and contingency
• Prices vary by location and market conditions
• Premium materials significantly increase costs
• Complex projects have higher labor costs

Missing Project Types

Symptoms:

• Can't find specific project type
• Limited options in calculator
• Need custom project estimate

Solutions:

1. Browse Categories: Check related project categories
2. Use Similar Projects: Find closest matching project type
3. Contact Support: Request addition of new project types
4. Custom Estimate: Use "Custom" scope option
5. Contractor Consultation: Get professional estimate

Estimate Not Loading

Symptoms:

• Calculator stuck on loading
• Error messages during calculation
• Blank estimate results

Solutions:

1. Refresh Page: Reload the calculator
2. Check Internet: Ensure stable connection
3. Clear Browser Cache: Clear cookies and cache
4. Try Different Browser: Test in different browser
5. Disable Ad Blockers: Temporarily disable ad blockers

Contractor Search

No Contractors Found

Symptoms:

• Empty search results
• "No contractors available" message
• Limited options in area

Solutions:

1. Expand Search Radius: Increase search area
2. Check Location: Verify correct city/state
3. Try Different Terms: Use broader search terms
4. Contact Support: Report missing contractors
5. Check Service Areas: Verify contractor coverage

Contractor Information Missing

Symptoms:

• Incomplete contractor profiles
• Missing contact information
• No portfolio images

Solutions:

1. Contact Contractor: Reach out directly for more info
2. Check Website: Visit contractor's website
3. Request Updates: Ask contractor to update profile
4. Report Issues: Flag incomplete profiles
5. Use Alternative Contact: Try different contact methods

Can't Contact Contractors

Symptoms:

• Contact forms not working
• Phone numbers not responding
• Email addresses bouncing

Solutions:

1. Try Different Method: Use alternative contact method
2. Check Contact Info: Verify contact information
3. Report Issues: Flag incorrect contact information
4. Contact Support: Get help reaching contractors
5. Find Alternatives: Search for other contractors

Project Management

Project Not Updating

Symptoms:

• Status not changing
• Progress not reflecting
• Updates not appearing

Solutions:

1. Refresh Page: Reload project dashboard
2. Check Permissions: Ensure proper access rights
3. Contact Contractor: Verify project status
4. Update Manually: Add status updates
5. Contact Support: Report technical issues

Documents Not Uploading

Symptoms:

• Upload progress stuck
• Files not appearing
• Error messages during upload

Solutions:

1. Check File Size: Ensure files under size limit
2. Verify Format: Use supported file formats
3. Check Internet: Ensure stable connection
4. Try Different Browser: Test in different browser
5. Compress Files: Reduce file size if needed

Timeline Issues

Symptoms:

• Project behind schedule
• Delays not communicated
• Timeline not updating

Solutions:

1. Communicate with Contractor: Discuss delays
2. Update Timeline: Adjust project schedule
3. Document Changes: Record timeline modifications
4. Set Expectations: Clarify new deadlines
5. Consider Alternatives: Explore acceleration options

Payment and Billing

Payment Processing Issues

Symptoms:

• Payment not processing
• Error messages during payment
• Transaction not completing

Solutions:

1. Check Payment Method: Verify card/bank information
2. Try Different Method: Use alternative payment
3. Check Funds: Ensure sufficient balance
4. Contact Bank: Verify no blocks on account
5. Contact Support: Get payment assistance

Billing Questions

Symptoms:

• Unexpected charges
• Billing discrepancies
• Invoice questions

Solutions:

1. Review Invoice: Check detailed breakdown
2. Contact Contractor: Discuss charges
3. Check Contract: Review original agreement
4. Document Issues: Keep records of problems
5. Contact Support: Get billing assistance

Technical Issues

Website Loading Problems

Symptoms:

• Pages not loading
• Slow performance
• Error messages

Solutions:

1. Check Internet: Ensure stable connection
2. Clear Browser Cache: Clear cookies and cache
3. Disable Extensions: Turn off browser extensions
4. Try Different Browser: Test in different browser
5. Check Device: Try different device/network

Mobile App Issues

Symptoms:

• App crashes
• Features not working
• Sync problems

Solutions:

1. Update App: Install latest version
2. Restart App: Force close and reopen
3. Restart Device: Power cycle device
4. Reinstall App: Delete and reinstall
5. Check Permissions: Verify app permissions

Data Not Syncing

Symptoms:

• Changes not appearing
• Information outdated
• Sync errors

Solutions:

1. Refresh Data: Pull to refresh
2. Check Internet: Ensure stable connection
3. Log Out/In: Sign out and back in
4. Clear Cache: Clear app cache
5. Contact Support: Report sync issues

Getting Help

When to Contact Support

Contact our support team if you:

• Can't resolve issues using this guide
• Experience technical problems
• Need account assistance
• Have billing questions
• Want to report bugs

How to Contact Support

Email: support@TopGuysRoofing.com Phone: 1-800-TopGuysRoofing Live Chat: Available 24/7 on website Help Center: Comprehensive FAQ and guides

Information to Provide

When contacting support, include:

• Detailed description of issue
• Steps to reproduce problem
• Screenshots or error messages
• Account information
• Device/browser details

Response Times

• Email: Within 24 hours
• Phone: Immediate during business hours
• Live Chat: Immediate
• Critical Issues: Within 4 hours

Prevention Tips

Account Security

• Use strong, unique passwords
• Enable two-factor authentication
• Keep contact information updated
• Log out from shared devices

Project Success

• Get multiple estimates
• Verify contractor credentials
• Document everything
• Communicate regularly
• Set clear expectations

Technical Issues

• Keep browsers updated
• Clear cache regularly
• Use supported browsers
• Maintain stable internet
• Backup important data

Additional Resources

• User Guides - Detailed feature guides
• API Documentation - Developer resources
• Community Forum - Connect with other users
• Video Tutorials - Step-by-step guides
• FAQ - Frequently asked questions

Still need help? Contact our support team and we'll be happy to assist you.