Common Issues

Quick answers to the 10 most frequently asked questions about CE Pro.

1. "My estimate won't send"

Check that the customer has an email address or phone number. At least one is required for delivery.

Verify Twilio is connected if you are sending via SMS. Go to Settings --> Integrations and confirm the Twilio card shows a connected status.

Make sure your account is active and not past due on billing.

If you see an error toast message, note the exact text and contact support.

2. "Client says they didn't receive the estimate"

For email delivery, ask the client to check their spam or junk folder. Some email providers flag automated messages.

For SMS delivery, verify the phone number is correct. It should be 10 digits in US format with no country code prefix.

Go to Messages in the sidebar and check if the outbound message shows a delivery error.

3. "My pricing doesn't look right"

Go to Pricing Manager and verify your default rates are set correctly.

Check if the estimate has manual overrides on individual services. Manual overrides replace the default pricing calculation.

Make sure the dirtiness level is set correctly. Heavy dirtiness adds a significant multiplier to the base price.

4. "I can't see a feature"

Some features are restricted by role. Sales Reps cannot access Billing, Settings, or Team Management.

Ask your account owner to check your role. Go to Settings --> Team to view and update team member roles.

5. "How do I change my plan?"

1. Go to Billing in the sidebar.
2. Click Manage Subscription.
3. The Stripe customer portal opens.
4. From there you can upgrade, downgrade, or update your payment method.

6. "How do I cancel a sent estimate?"

You cannot unsend an estimate. However, you can change its status.

1. Open the estimate from the Estimates list.
2. Update the status to Expired or Cancelled.
3. The customer sees the updated status if they visit the estimate link.

7. "Can I edit an estimate after sending?"

No. Sent estimates are locked to preserve the record of what the customer received.

To make changes:

1. Open the sent estimate.
2. Click Duplicate to create a new draft with the same details.
3. Edit the duplicate.
4. Send the new version to the customer.

8. "How do I export data?"

Most table views have an Export or CSV button. You can find it on the Clients, Estimates, and Jobs pages.

1. Apply any filters you want (date range, status, etc.).
2. Click Export or CSV.
3. A spreadsheet file downloads with the current filtered view.

9. "The app is slow"

Try these steps in order:

1. Clear your browser cache.
2. Switch to Chrome or Edge if you are using a different browser.
3. Check your internet connection speed.
4. Wait a few minutes and try again. The issue may be a temporary server spike.

If the problem persists across multiple browsers and devices, contact support.

10. "I forgot my password"

1. Go to the login page.
2. Click Forgot password?
3. Enter your email address.
4. Check your inbox for a reset link.
5. Click the link, set a new password, and log in.

The reset link expires after a limited time. If it has expired, request a new one.