Find quick solutions, troubleshooting and next steps for frequently asked questions, including finding or updating reports, editing proposals, managing jobs, and handling payments.
General FAQ
How do I change my payment method?
I can't download my proposal, report, etc.
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See the following steps to clear the cache and cookies on your web browser
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Ensure your internet browser is set to allow pop-ups
How do I delete a job?
- Jobs that have supporting resources (such as reports) cannot be deleted
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If a job only has a measurement report associated with it, you can delete the job after archiving that report
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If there are other supporting resources (ex. invoices), you cannot delete the job
- Move the job to the Unqualified stage, so it does not affect your performance board
How do I refund/cancel a payment that was processed through Roofr Payments?
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Contact our payment support to request assistance with refunding/canceling a payment:
📤 roofr@payabli.com ☎️ 855-666-7354
A homeowner made a payment a couple days ago, where's my money?
- See Roofr Payments: Batches and Funding to learn about funding timelines for payments processed through your Roofr dashboard
Report FAQ
My report is missing a secondary structure OR has a structure I don’t need, what do I do?
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Contact Roofr customer support at 📤support@roofr.com or, chat with support during business hours by clicking the
- Include: your Roofr account email, the address for the report, and specify the structure you’d like to add/remove. Our team will look into your request and assist you ASAP.
How do I cancel my report?
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Contact Roofr customer support at 📤support@roofr.com or, chat with support during business hours by clicking the
- Include: your Roofr account email and the address for the report you’d like to cancel
💡Reports that are already delivered can no longer be cancelled
The address on my report is wrong, how do I change it?
- Once a report is ordered, we’re not able to edit the address associated to the report
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Contact Roofr customer support at 📤support@roofr.com or, chat with support during business hours by clicking the , to cancel and reorder the report
My report came back with no pitch, what now? Can I get a refund?
- Learn more about Pitchless Roofr Measurement Reports
- We do not refund pitchless reports, all report details update accordingly once the pitch information is added into the report
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If you have further questions, contact Roofr customer support at 📤support@roofr.com or, chat with support during business hours by clicking the
My report got canceled for being a duplicate, but I can't find the original report in my dashboard, help?
- Navigate to the measurements tab in your Roofr Dashboard
- Search for only the street number of the structure to pull the report
I still cant find my report, help?
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If you have multiple workspaces in your account, check to see if the report is in another workspace
- Desktop: use the dropdown at the top left of your dashboard
- Mobile: tap ☰ More at the bottom right, then use the top dropdown
💡Always check which workspace you’re using before editing jobs, ordering reports, etc
I missed a structure in my multi-building order, how do I add it?
- Start a new order for the same address
- Select Add to matching job and confirm the job from your original order is highlighted
- Pin the missing structure(s) and Confirm
💡The number of reports shown at checkout should match the number of buildings you need. Learn How to order a Roofr multi-building report
Proposal FAQ
I sent my proposal and now it won’t let me edit, how can I edit it again?
- To cancel a sent proposal click the … options menu on the proposal, click Cancel signature request and edit
- To cancel a Signed proposal see How to update a signed proposal
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Change Orders for Roofr proposals is currently in Beta
- To get acces, email 📤support@roofr.com
My cc'ed customer and co-signer haven't received their proposal yet, where is it?
- Co-signers and cc’ed emails will receive the proposal after the main customer signs the proposal
My customers are not receiving their proposals, what do I do?
- Confirm customer email is correct (check for typos)
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Have your customers check their spam/junk folders for their proposal or invoice emails
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If they’ve checked their junk/spam and weren’t able to find the email, contact Roofr Customer Support at 📤support@roofr.com or, chat with support during business hours by clicking the
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If they’ve checked their junk/spam and weren’t able to find the email, contact Roofr Customer Support at 📤support@roofr.com or, chat with support during business hours by clicking the
Why can't I edit the items in a proposal template?
- Catalog items cannot be edited at the template level
- Find the item in your catalog and edit the details
💡Items in existing templates won’t update retroactively. To reflect the updated information, remove the item from the template and add the edited item.
What's Next?