Common Issues & Solutions

Can't log in - "Invalid email or password"

Solutions:

1. Double-check your email address for typos
2. Make sure Caps Lock is off when entering password
3. Click "Forgot Password" to reset your password
4. Clear your browser cache and cookies, then try again
5. Try a different browser (Chrome, Edge, Firefox)

Password reset email not arriving

Solutions:

• Check your spam/junk folder
• Add support@fenceestimatepro.com to your contacts
• Wait 10 minutes (sometimes email delivery is delayed)
• Request another reset email
• Contact support if still not received after 30 minutes

Automatically logged out frequently

Sessions expire after 7 days of inactivity or if you clear browser cookies.

Solutions:Enable "Remember Me" when logging in. Make sure your browser allows cookies from fenceestimatepro.com. Disable browser extensions that block cookies.

PDF download fails or is blank

Solutions:

1. Check browser settings — allow downloads from fenceestimatepro.com
2. Disable ad blockers or privacy extensions temporarily
3. Try a different browser (Chrome recommended for PDF generation)
4. Update your browser to the latest version
5. Check available disk space (PDFs need ~5MB free space)

PDF generation times out or takes forever

Normal generation time is 5-10 seconds. If longer:

• Check your internet connection speed
• Try generating during off-peak hours (6am-9am local time)
• Simplify estimate if it has 50+ fence runs (break into multiple estimates)
• Wait 1 minute before trying again (server may be processing)

Logo not showing in PDF

Settings → Company Profile → Branding → Upload Logo. Logo must be PNG or JPG, max 500KB. After uploading, regenerate PDF to see logo appear.

Material prices are wrong or outdated

Solutions:

• Go to Settings → Materials → Update Prices
• Manually edit individual material prices
• Import new pricing from supplier CSV (Business plan)
• Contact support to sync with your supplier's API

Calculations seem incorrect

Our calculation engine uses industry-standard formulas:

• Posts: 1 per 8 feet (on-center spacing)
• Concrete: 50-60 lbs per post (3' deep)
• Waste factor: 5-10% depending on material
• Labor: Based on installation rates per linear foot

If results still seem off, check Settings → Calculation Settings for custom overrides.

Can't save estimate

Common causes:

• Missing required fields (customer name, linear feet)
• Internet connection lost while saving
• Estimate name contains special characters (use letters, numbers, spaces only)
• Reached plan limit for saved estimates (upgrade or delete old estimates)

Quote is blocked by material readiness

Solutions:

• Open Materials and review the Material Review panel
• Confirm every required estimator SKU has a price above $0
• Sync a supplier CSV or manually update stale prices
• Make sure supplier products are mapped to the supported estimator SKUs

Supplier CSV has duplicate matches

One estimator SKU can only receive one approved price per upload. If several supplier rows map to the same SKU:

• Pick the exact product you want the estimator to use
• Deselect the other duplicate rows
• Adjust the approved price before applying updates

This prevents one uploaded supplier list from accidentally replacing a trusted price with the wrong product variant.

App is slow or laggy

Solutions:

1. Clear browser cache: Settings → Privacy → Clear browsing data
2. Close other browser tabs (each tab uses memory)
3. Restart your browser
4. Check internet speed (run speed test — need 5+ Mbps)
5. Try a different browser (Chrome is fastest for our app)
6. Update browser to latest version
7. Restart your computer (free up RAM)

Pages take forever to load

If pages are loading slowly, it's usually an internet connection issue:

• Run speed test — minimum 1 Mbps down, 5+ Mbps recommended
• Move closer to WiFi router or use ethernet cable
• Pause large downloads (streaming, cloud backups)
• Try cellular hotspot if WiFi is unreliable

Changes aren't saving

Solutions:

• Check internet connection (top-right corner shows connection status)
• Wait 5 seconds after making changes before closing tab
• Click "Save" button explicitly (don't rely on auto-save)
• Refresh page and check if changes persisted
• If still not saving, contact support immediately

Data from yesterday is missing

We automatically back up all data every hour. Data loss is extremely rare.

Steps:

1. Refresh your browser (Ctrl+Shift+R or Cmd+Shift+R)
2. Log out and log back in
3. Check if you're logged into the correct organization
4. Contact support immediately — we can restore from backups

App doesn't work well on phone

FenceEstimatePro is optimized for desktop/laptop use. Mobile works for:

• ✓ Viewing saved estimates
• ✓ Downloading PDFs on job sites
• ✓ Quick customer lookups
• ✗ Creating complex estimates (use desktop)

For best experience, use a laptop or tablet with keyboard for estimate creation.

PDFs won't download on iPhone/iPad

iOS Safari requires special handling for downloads:

1. When PDF generates, it opens in a new tab
2. Tap the Share button (box with arrow)
3. Select "Save to Files" or "Save to iCloud Drive"
4. Or select "Open in..." to open in another app