Support that answers.
Start with the answers below. If what you need is not here, call (860) 595-7643, email [email protected], or send the contact form. A person at RoofExa LLC reads every message.
Three ways to reach a person.
Phone
(860) 595-7643
Monday to Friday, 8:00 AM to 5:00 PM Central Time. Best for anything urgent, like a login problem while a customer is waiting.
[email protected]
Include the address you were quoting or the estimate number and we can look straight at it.
Message form
Write to us here
Pick "Help with my account" and we answer at the email you leave, usually the same business day.
Your first hour on RoofExa.
Four steps. Nothing else has to be set up first.
1. Set up your company
Open Settings and fill in your company name, address, phone, logo, and license number. Everything on your proposals and invoices is printed from here, so it is worth five minutes.
2. Put your prices in
Enter your material and labor rates and your markup once. Every estimate after that prices itself with your numbers, and you can still adjust any line before you send it.
3. Connect the email you send from
Proposals go out from your own mailbox, not ours, so the homeowner sees your address. Add your email details in Settings, send yourself a test, and you are live.
4. Measure a real address
Type a property address you already know. Compare what comes back with what you measured by hand. That is the fastest way to trust the numbers on the next one.
Answers to what people ask us.
Measuring and estimating
How do I measure my first roof?
Log in, open the estimator, and type the property address. RoofExa pulls the current aerial imagery for that parcel, traces the roof facet by facet, and returns squares, pitch, ridge, hip, valley, and eave. Your pricing is applied automatically, so what you get back is an estimate, not just a measurement.
What if the measurement looks wrong?
Every number is editable before it reaches the estimate, and you can adjust the pitch or drop a section that should not be priced. Imagery can be out of date on a house that was recently rebuilt, and very heavy tree cover can hide part of a roof.
If a specific address comes back clearly wrong, send it to [email protected]. We look at that exact parcel.
Does it include the garage or a detached structure?
Yes. Detached structures found on the property are measured and priced with the main house, and the proposal says which structure is included. If you do not want it in the price, remove that section before you send.
Which areas can I quote?
Estimator plans include one licensed US state, and more states can be added to the plan. The CRM plan covers unlimited states. If an address will not measure, check first that it is inside a state your plan covers.
Proposals and email
The homeowner never got my estimate.
Estimates are sent from the mailbox you connected, so delivery follows that provider's rules. Check the address for a typo, look in your own Sent folder to confirm it left, and ask the homeowner to check spam.
If your connected mailbox has just been set up or its password changed, send yourself a test from Settings. Still stuck: call (860) 595-7643 and we will trace it with you.
Can a homeowner sign online?
Yes. Every proposal has a secure signing link. The homeowner opens it on a phone, reads the document, and signs with a finger. You get the signed PDF back on the job, with a timestamp and audit trail.
Can I put my own logo and terms on the proposal?
Yes. Your logo, colors, company details, license number, warranty text, and scope language all come from your own settings. A proposal never carries another company's branding.
Account, billing, and data
How does the free trial work?
Every plan opens with a 2-day free trial so you can measure real addresses before you decide. When the trial ends you pick a plan to keep going. Pricing for each plan is on the pricing section of the homepage.
How do I cancel?
Open the billing tab inside your account and cancel there, or email [email protected] from the address on the account and we will cancel it for you. Cancelling stops the next charge; your plan stays usable until the end of the period you already paid for. There is no cancellation fee and no notice period.
How do I add or remove a user?
An admin adds users from Settings. Each plan includes a number of seats and extra seats are billed per user, so removing someone who left stops that charge on the next invoice.
I forgot my password.
Use the "forgot password" link on the login screen. If the reset email does not arrive within a few minutes, check spam, then call (860) 595-7643 and we will reset it after verifying who you are.
How do I export or delete my data?
Your customers, estimates, and documents are yours. Ask us for an export and we will send it in a standard format.
You can delete your account yourself, without asking us. Sign in, open the menu with your name on it, choose Profile, and use Delete my account at the bottom. It asks for your password, shows you exactly what will be removed, and tells you if you are the last person on the account, because in that case the whole account closes with you and any subscription is cancelled straight away. Access ends immediately and the data is erased 30 days later, apart from records we are required to keep for tax and legal reasons. Within those 30 days we can still put it back if you deleted by mistake, so tell us quickly.
If you cannot sign in, email [email protected] from the address on the account and we will do it for you after confirming it is really you. Details are in the Privacy Policy.
Does it work on a phone?
Yes. RoofExa runs in the browser on a phone or tablet, which is where most of it gets used: in the driveway, in front of the house. Nothing has to be installed to measure a roof and send a proposal.
Tell us what happened and we will fix it.
The more specific you are, the faster this goes: the address you were quoting, the estimate number, what you expected, what you saw, and roughly when. A screenshot helps more than anything else.