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If something isn’t working as expected, you’re likely not the first person to encounter it. This page covers the most common issues customers run into and what to do about each one.

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Login and account issues

Try these steps in order:
  1. Confirm you’re using the same email address you signed up with.
  2. Click Forgot password? on the sign-in page to reset your password.
  3. Clear your browser cache and cookies, then try again.
  4. Open an incognito or private window to rule out browser extension conflicts.
If you signed up with Google, click Continue with Google instead of entering a password manually.
Check your spam or junk folder first. If it’s not there, wait a few minutes and request another reset — transient email delays are common.If the problem persists, email support@contractor-co-pilot.com with your account email address and we’ll help you regain access.
Look for the verification email from Contractor Co-Pilot in your inbox (and spam folder). Click the link inside to activate your account.If the link has expired, sign in anyway — you’ll be prompted to resend a new verification email from the app.
  • Make sure your authenticator app’s clock is synced. Time drift of even a few seconds can cause codes to fail.
  • If you’ve lost access to your authenticator, use one of your saved backup codes.
  • If you don’t have backup codes, contact support@contractor-co-pilot.com to regain access.
SSO is configured at the organization level. Check with your organization admin to confirm:
  • SSO is enabled for your organization in Settings → Organization → Security.
  • Your email domain matches the one configured for SSO.
  • Your identity provider session is active (try signing into your SSO provider directly first).

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Estimate and takeoff issues

If changes disappear after you navigate away, check:
  • You clicked Save or the auto-save indicator shows a recent save time.
  • Your internet connection is stable — auto-save requires an active connection.
  • You’re not in a read-only view (check that the estimate status is not Locked or Approved).
Approved estimates are locked to preserve the record. Duplicate the estimate if you need to make changes.
If the export hangs or the file never downloads:
  1. Try again — exports can occasionally time out on the first attempt.
  2. Check that your browser isn’t blocking pop-ups or downloads from Contractor Co-Pilot.
  3. Try a different browser (Chrome is recommended).
  4. For very large estimates (100+ line items), the export may take up to 30 seconds.
Blueprint and PDF uploads require:
  • File type: PDF only.
  • File size: Maximum 50 MB per file.
  • Content: The PDF must contain selectable or raster image content — password-protected or corrupted PDFs won’t process.
If your file meets these requirements and still fails, try re-exporting the PDF from its source application and re-uploading.
Check the following:
  • Quantity is entered as a plain number, not text (for example, 5 not 5 units).
  • Unit cost is entered correctly and not inadvertently formatted as text in the cell.
  • A cost profile isn’t applying an unexpected markup. Open the cost profile to review its rules.
  • Confirm a cost profile is selected in the estimate’s settings dropdown.
  • Check that the profile has markup rules defined for the categories used in your estimate.
  • Verify the profile is active and not archived under Costs → Cost Profiles.

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Proposal and client portal issues

If your client says they approved the proposal but you don’t see a status change:
  1. Refresh the proposal page — status updates sometimes require a manual refresh.
  2. Confirm the client clicked Approve (not just viewed) in the client portal.
  3. Check your email for an approval notification, which is sent at the moment of approval.
If the problem persists, the client can email you their approval and you can manually mark the proposal as approved.
  • Update your logo and brand colors in Settings → Organization → Appearance.
  • Logos should be high resolution (minimum 200×200 px) and in PNG format for best results, especially if your logo has a transparent background.
  • After updating, reload the proposal preview to see changes — old previews may be cached.

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Import issues

Common reasons an import fails:
  • File too large — Maximum file size is 10 MB. Split large files into smaller batches, remove unused columns, or delete blank rows at the bottom of the spreadsheet.
  • Unsupported format — Use .xlsx or .csv. Older .xls files are not supported.
  • Corrupted file — Re-save the file in Excel before uploading.
If you see a “Column not recognized” error, your header row doesn’t match the expected field names. You have two options:
  • Use exact column names — Refer to the Import Data guide for the required header names.
  • Map manually — During the import step, use the column mapping interface to match your spreadsheet columns to the correct fields.
Numeric columns (cost, quantity) must contain only numbers. Clean your data before importing:
  • Remove currency symbols ($, £, €).
  • Remove commas from large numbers (1,000 → 1000).
  • Remove text like “per unit” or “each” from numeric cells.
  • In Excel, confirm cells are formatted as Number, not Text.
The system checks for duplicates by name (case-sensitive). If duplicates appeared:
  1. Delete the extras from the list.
  2. Before re-importing, ensure names in your file exactly match existing records — including capitalization and spacing.

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Integration issues

If a sync fails or data isn’t transferring correctly:
  1. Go to Settings → Integrations → QuickBooks and check the connection status.
  2. If the connection shows as Disconnected or Expired, reconnect by clicking Reconnect and following the OAuth flow.
  3. Confirm that the accounts and categories mapped in Contractor Co-Pilot match what exists in your QuickBooks chart of accounts.
QuickBooks syncs run on a schedule. Manual changes in QuickBooks may take up to 15 minutes to reflect in Contractor Co-Pilot.
If a client can’t complete an online payment:
  • Verify your Stripe account is connected and active in Settings → Billing.
  • Confirm the invoice status is Sent — clients cannot pay Draft invoices.
  • Ask the client to try a different card or a different browser.
  • Check your Stripe dashboard for any failed payment details or account flags.
If your Stripe account is in restricted mode due to outstanding verification requirements, payments will be blocked until you complete Stripe’s identity verification.

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Performance

  • Check your internet connection — a slow connection is the most common cause.
  • Clear your browser cache and reload the page.
  • Close other browser tabs to free up memory.
  • Chrome is the recommended browser for Contractor Co-Pilot. Firefox and Edge are supported. Safari and Internet Explorer may have degraded performance on certain features.
  • Try shorter, simpler search terms — searching for “kitchen” will return more results than “kitchen remodel 2025”.
  • Check for typos.
  • Make sure you’re searching in the right section. Search in Estimates won’t return results from Projects or Clients.
Still stuck? Reach out to our support team at support@contractor-co-pilot.com and include a description of the issue, the steps you tried, and any error messages you saw. You can also ask Hank by clicking the chat button or opening Hank from the sidebar — he can answer questions and walk you through fixes in real time.
Last modified on May 5, 2026