Troubleshooting

Login & Access

I can’t log in.

• Double-check your email and password.

• Click “Forgot Password” to reset it.

• Still stuck? Ask your admin to verify your account is active.

I didn’t get my invitation email.

• Check your spam/junk folder.

• Ask your admin to resend the invite from the Members page.

Why does Elevation Advisor stop working after being idle?

What you might see:

You leave Elevation Advisor open for an extended perios, the screen is still there, but nothing loads when you click around and you see blue bars moving across the screen.

What’s happening:

Elevation Advisor quietly times out in the background to keep your account secure. It doesn’t log you out visibly, but it stops responding because your login session has expired.

What to do:

• Click Log Out, then log back in.

• This refreshes your connection and gets everything working again.

Why does Elevation Advisor log me out overnight?

What’s happening:

To keep your account safe, Elevation Advisor automatically logs you out after a long period of inactivity, like being away overnight.

Why it matters:

This helps protect your data in case someone else uses your device.

What to do:

Just log back in when you return. If you were working on a proposal, it’s saved, so you won’t lose anything.

Why do I get a message saying “unauthorized” or “session expired”?

What’s happening:

Your login session has timed out. This happens if you’ve been away too long or opened the app in a new tab.

What to do:

• Refresh the page and log in again.

• If that doesn’t work, close the browser and reopen Elevation Advisor.

Why does search sometimes not work?

What’s happening:

Elevation Advisor uses a special search engine to help you find materials, clients, and equipment quickly. If it’s restarting or updating, search might not work for a few minutes.

What to do:

• Try refreshing the page.

• If it still doesn’t work, wait a few minutes and try again.

Why do some features disappear or look different?

What’s happening:

Some features are only available to certain roles (like Admin or Estimator), or they may be turned off while being tested.

What to do:

• Ask your company admin if your role includes access to that feature.

• If you’re testing something new, it may not be available to everyone yet.

Proposal Creation

I can’t edit a proposal.

• If it’s Accepted, it’s locked. Use Change Order to make updates.

• If it’s Sent, you can duplicate it and make changes.

I don’t see the right materials or sections.

• Click Edit Proposal and check if the correct Sections and Materials were added.

• Use the Search bar in the Materials Catalog to find missing items.

My proposal isn’t calculating labor or install time.

• Make sure you’ve entered crew size, install time, and unit type for each material.

• If needed, update your catalog with install times

Can I resend a proposal?

• Yes! Go to the proposal, click the three dots, and choose Resend Link.

My client wants to upgrade their package.

• Go to the proposal, click “Update Package.”

• Or resend the proposal link so they can upgrade themselves.

The pricing looks wrong.

• Go to the Markup screen and check the PMM (Production Minus Materials).

• Green = profitable, Yellow = tight, Red = not profitable.

I want to offer multiple options.

• Use the Package Builder to create Good / Better / Best tiers.

• Use checkboxes to include or exclude sections in each package.

Scheduling & Calendar

A job disappeared from the calendar.

• Check if it was removed or rescheduled.

• Look under Proposals to Schedule to re-add it.

I need to change the crew or dates.

• Click the job on the calendar.

• Use the +/- buttons to adjust working days or reassign crews.

A change order messed up the schedule.

• Smart Calendar automatically adds days to your project.

• Review/modify your calendar and notify affected clients if needed.

Equipment, Labor & Expenses

My equipment isn’t showing up in proposals.

• Make sure it’s not marked as Overhead Equipment (those are recovered through labor).

• Add it manually to the section using + Add Equipment.

I can’t add a new employee.

• Go to Labor \> Add Employee.

• Choose Field or Overhead, and enter their rate and contract type.

My labor costs seem off.

• Double-check your Employer Tax settings.

• Make sure you’ve entered fully loaded rates (wages + taxes + insurance).

Materials & Vendors

I can’t find a material I need.

• Go to Catalog \> Materials and use the Search bar.

• If it’s not there, click Add Single Product or use Bulk Import.

I need to order materials for a job.

• Go to Projects \> View Project Budget.

• Click Record next to the material and enter the quantity and vendor.

I want to track deliveries.

• Use the + icon next to a material to log multiple deliveries.

• Add delivery dates and vendor info for each order.

Projects & Change Orders

I need to change something after a proposal is accepted.

• Use Change Order from the proposal menu.

• Add or remove sections, adjust pricing, and resend for client approval.

My change order isn’t showing up.

• Click the + icon next to the original proposal to view all change orders.

I want to refund or credit a section.

• In the Change Order, click Credit/Delete next to the section.

• Adjust the refund amount using the Markup slider.

Mobile App

I can’t find a project on the app.

• Make sure the proposal was accepted and added to the Projects tab.

• Refresh the app or log out and back in.

I’m not seeing the latest updates.

• Pull down to refresh the screen.

• Check your internet connection.

Why does the app freeze or stop responding?

What you might see:

You click buttons or try to load something, but nothing happens.

What’s happening:

Your session may have expired quietly, or the system may need a refresh.

What to do:

• Log out and log back in to restart the connection.

• If that doesn’t work, refresh your browser or restart the app.

Why do some features disappear or look different?

What’s happening:

Some features are only available to certain roles (like Admin or Estimator), or they may be turned off while being tested.

What to do:

• Ask your company admin if your role includes access to that feature.

• If you’re testing something new, it may not be available to everyone yet.

User Roles & Permissions

I can’t see a feature I need.

• You may not have the right role. Ask your admin to check your User Role in Settings.

What’s the difference between roles?

• Admin: Full access

• Estimator: Can build proposals

• Scheduler: Manages calendar

• Field: Time tracking only

• Ask Profit Genie: Profit Genie will answer software question click the Ask Profit Genie box at the top of the screen and type your question.

• Support Button: At the top left of the screen is a blue Support button where you can

• Submit a Ticket

• Use the in-app Live chat

• Help Center documents

• Email: support@elevationadvisor.com

• Ask your admin: They can reset access, resend invites, or adjust roles.

Updated on: 09/25/2025