> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://support.elevationadvisor.com/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # 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. | Tip: If the app feels “frozen” or stuck, logging out and back in is the fastest fix. ### 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](https://support.elevationadvisor.com/en-us/article/markup-that-makes-sense-a-guided-tour-of-the-markup-screen-15zzu5p/) and check the PMM (Production Minus Materials). * Green = profitable, Yellow = tight, Red = not profitable. ### I want to offer multiple options. * Use the [Package Builder](https://support.elevationadvisor.com/en-us/article/creating-packages-that-sell-themselves-1kra852/) 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](https://support.elevationadvisor.com/en-us/article/how-to-set-up-equipment-16hf4r3/). ### 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](https://support.elevationadvisor.com/en-us/article/how-to-add-materials-1qkq5qv/) 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? 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](https://support.elevationadvisor.com/en-us/article/users-and-roles-1i88msa/) in [Settings](https://support.elevationadvisor.com/en-us/article/account-settings-g75r0y/). What’s the difference between roles? * **Admin**: Full access * **Estimator**: Can build proposals * **Scheduler**: Manages calendar * **Field**: Time tracking only || Still Need Help? * **Ask Profit Genie**: [Profit Genie](https://support.elevationadvisor.com/en-us/article/what-is-profit-genie-19aids2/) will answer software questions. 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. * If you believe your issue is a bug in our software, please use the Submit an Issue to Support button under the Support menu in the top right corner of the screen