1. Why am I only able to see Spotlights on one image and not on any past images?
By default, we only score and pull Spotlights for the most recent image we have for the property. If you would like a past image scored and Spotlights to show, check out this Help Center article.
2. I am seeing Spotlights (ex. staining, ponding, etc.) on the roof where there aren't really issues. Can I delete these?
Spotlights that are showing on the roof that are incorrect are called false positives. Our system is always learning and improving but sometimes it may pick up a roof condition that isn't there. We have added a feature that will allow you to delete these false positives. Check out this Help Center article for Spotlight editing
3. The property profile I ordered pulled the wrong location. Am I able to fix this?
We pull our locations from Google and sometimes it may pull the wrong building. If your property profile is the wrong building or location please chat with the Support Team to let them know and we will correct the order.
4. My property profile report is taking too long to load (or it's a blank page).
Rarely, a property profile might get stuck in the loading stage. If it takes longer than an hour please use the chat icon to bring your order up to the Support Team.
5. The shape and/or material is incorrect for the roof, am I able to change it?
Our system is always learning and improving but sometimes it may identify a roof shape or material incorrectly. You will have the ability to edit the shape and/or material. Check out this Help Center article.