> ## Documentation Index
> Fetch the complete documentation index at: https://docs.contractor-co-pilot.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot common issues in Contractor Co-Pilot

> Find solutions to the most common problems in Contractor Co-Pilot, from sign-in and imports to estimate errors, integrations, and slow performance.

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.

## Login and account issues

<AccordionGroup>
  <Accordion title="I can't sign in">
    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.

    <Tip>
      If you signed up with Google, click **Continue with Google** instead of entering a password manually.
    </Tip>
  </Accordion>

  <Accordion title="My password reset email never arrived">
    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](mailto:support@contractor-co-pilot.com) with your account email address and we'll help you regain access.
  </Accordion>

  <Accordion title="My email address isn't verified">
    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.
  </Accordion>

  <Accordion title="My two-factor authentication (2FA) code isn't working">
    * 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](mailto:support@contractor-co-pilot.com) to regain access.
  </Accordion>

  <Accordion title="SSO login isn't working">
    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).
  </Accordion>
</AccordionGroup>

## Estimate and takeoff issues

<AccordionGroup>
  <Accordion title="My line items aren't saving">
    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**).

    <Warning>
      Approved estimates are locked to preserve the record. Duplicate the estimate if you need to make changes.
    </Warning>
  </Accordion>

  <Accordion title="PDF export isn't generating">
    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.
  </Accordion>

  <Accordion title="Blueprint upload is failing">
    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.
  </Accordion>

  <Accordion title="Line item total looks wrong">
    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.
  </Accordion>

  <Accordion title="A cost profile isn't applying to my estimate">
    * 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**.
  </Accordion>
</AccordionGroup>

## Proposal and client portal issues

<AccordionGroup>
  <Accordion title="My client can't open the proposal link">
    * Double-check the sharing link for extra spaces or characters that may have been introduced when copying.
    * Confirm the proposal status is **Sent** — links for proposals still in **Draft** status don't work for clients.
    * Try generating a new sharing link from the proposal's **Share** menu.

    <Tip>
      Ask your client to try opening the link in a different browser or device. Some corporate firewalls block external links.
    </Tip>
  </Accordion>

  <Accordion title="Client approval isn't registering">
    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.
  </Accordion>

  <Accordion title="Branding looks wrong on proposals">
    * 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.
  </Accordion>
</AccordionGroup>

## Import issues

<AccordionGroup>
  <Accordion title="Excel import is failing">
    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.
  </Accordion>

  <Accordion title="Column mapping errors">
    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](/getting-started/importing-data) 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.
  </Accordion>

  <Accordion title="Number format errors on import">
    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**.
  </Accordion>

  <Accordion title="Import created duplicate records">
    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.
  </Accordion>
</AccordionGroup>

## Integration issues

<AccordionGroup>
  <Accordion title="QuickBooks sync errors">
    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.

    <Note>
      QuickBooks syncs run on a schedule. Manual changes in QuickBooks may take up to 15 minutes to reflect in Contractor Co-Pilot.
    </Note>
  </Accordion>

  <Accordion title="Stripe payment not processing">
    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](https://dashboard.stripe.com) for any failed payment details or account flags.

    <Warning>
      If your Stripe account is in restricted mode due to outstanding verification requirements, payments will be blocked until you complete Stripe's identity verification.
    </Warning>
  </Accordion>
</AccordionGroup>

## Performance

<AccordionGroup>
  <Accordion title="Pages are loading slowly">
    * 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.
  </Accordion>

  <Accordion title="Search isn't returning the right results">
    * 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**.
  </Accordion>
</AccordionGroup>

<Note>
  Still stuck? Reach out to our support team at [support@contractor-co-pilot.com](mailto: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.
</Note>


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