Troubleshooting

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Messaging

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Cannot send messages

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A message shows a warning icon

A yellow warning icon (⚠️) means the message failed to deliver - it was not received. Hover over the icon for the reason (recipient unreachable, number can’t receive SMS, recipient opted out, invalid number, or carrier block). Read the reason, then try another channel or verify the number.

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A message I expected to send right away says “Scheduled”

That’s operating hours at work: sends outside the allowed window are queued for the next window, and Queue Send does this on purpose. To send immediately during open hours, use the regular send button. Admins can adjust the window in Advanced Settings > Communication.

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An SMS attachment won’t send

• Attachments are capped at 5 MB; compress images or trim audio above that.
• Files over about 1 MB may be rejected or degraded by some carriers - smaller is safer.
• Only image and audio file types are supported over SMS.

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My email reply started a new thread on the agent’s side

Replies sent from an existing conversation keep the original subject so they stay in the same external thread - including when you apply a template. If you changed the subject line manually, the recipient’s email app treats it as a new thread.

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I see someone else’s messages in a conversation

Brokerage offices often share one phone number across agents. ProPilot separates threads by agent identity, and the header shows a Shared number pill when a number is used by more than one contact. Message bubbles can include context pills (like the property address) so you can tell which thread a message belongs to.

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Email attachments

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An email attachment is too large

• Email attachments can be up to 18 MB each, and 18 MB total per email.
• Supported types are PDF, TXT, JPEG, PNG, and WebP.
• After you send, the same file is saved on the property’s Attachments list when the email is tied to a deal.

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Property file uploads

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A property attachment will not upload

• Property attachments can be up to 20 MB.
• Supported formats are PDF, Word, Excel, CSV, TXT, JPEG, PNG, GIF, and WebP.
• HEIC photos are converted to JPEG when your browser supports the format. If you see an unsupported photo message, export or share the image as JPEG or PNG and upload it again.
• If a supported file fails because the connection was interrupted, select it again. An incomplete upload is not added to the property.

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Calls

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Call won’t start

1. Make sure a phone number is provisioned (Basic Setup > Phone Number).
2. Grant microphone permission in your browser when prompted.
3. Check your plan’s monthly voice call quota in Advanced Settings > Organization > Usage.
4. On Quo-connected orgs, calls are placed through the Quo app via Call via Quo, not from the browser.

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Can’t record a call

Call recording is blocked in states with stricter consent laws. Where the state can’t be determined, you’re asked to confirm consent before recording starts. The other party always hears a short recording notice before being connected.

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Can’t transfer a call

Teammates can only receive a transfer if they’ve verified a cell number in My Profile → Call Forwarding. (Call transfers aren’t available for Quo-connected orgs.)

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Voicemail settings won’t load

If Advanced Settings > Communication > Voicemail says it couldn’t load, do not record or save yet. That screen is not “no recording.” Click Try again. If it keeps failing, refresh the page, then try again before changing the greeting.

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Deal Hub

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I cannot pull down to refresh on my iPhone

ProPilot is built like an app: the page itself does not scroll, so iPhone’s usual pull-down refresh is off. That keeps the bottom tabs from sliding away. On the Deal Hub map, a downward swipe also pans the map instead of reloading. To reload: pull down from the top bar (the row with the search field and the bell), or from the List of cards when you are already at the top of the list, and release when you see Release to refresh. Safari’s own refresh in the address bar still works if the page is fully stuck.

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No properties showing

1. Make sure at least one ZIP code is saved (click ZIPs in the Deal Hub toolbar).
2. Reset filters to defaults - a tight price or property-type filter is the most common cause.
3. Check whether Show hidden is off and listings were hidden by a teammate.
4. Remember saved listings move to your pipeline and are hidden from browse.
5. Wait for the daily MLS refresh (around 10 AM Eastern) if you just added a ZIP.

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Cannot add a ZIP code

• You may have reached your plan’s ZIP limit (Starter: 2, Pro: 25, Premium: unlimited) - upgrade or remove unused ZIPs.
• The format must be exactly 5 digits.
• Alaska, Hawaii, and Kentucky aren’t available in the state picker, and Louisville ZIPs can’t be added.
• If you see a permission error, ask your team admin or owner to add it.

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A property I analyzed lost my changes

Analysis edits on an unsaved listing stay local until the property is saved to the pipeline. If you close the card, ProPilot prompts you to save or discard. Choose Save (or heart the property) to keep your comps, rent, and calculator edits.

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Comps and analysis

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The Deal Hub comps pill says Sales 2/6 ZIPs, Starting, or Resuming

Sales 2/6 ZIPs is the first step: neighborhood sales for your ZIPs are loading, one ZIP at a time, which can take a few minutes for ZIPs you have not used before. Once they are in, the pill switches to a listing count (for example 120/769) that ticks up in small steps; loading sales for next ZIPs next to the count means the next batch of ZIPs is loading and the count continues right after. Starting… shows for a moment before the first ZIP begins. When comps run in the background for your organization the pill says in background: you can leave Deal Hub and the pill follows you to other pages. Resuming… means the background run paused briefly; it continues on its own within a few minutes and keeps its place. If the pill has not changed for a long time, reload the page (on a phone, pull down from the top bar) or reopen Deal Hub; a background run is picked up automatically.

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Comps aren’t calculating

1. Open the property’s Comps view and check the grade/comp count.
2. In Advanced Settings > Comps > Comps Configuration, lower Min Comps or raise Max Days Old.
3. Click Recalculate on the property, or Recalculate All in Advanced Settings > Comps.
4. Add manual comps if you have recent sales data.

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A comp I expected is missing

• Comps with sale prices far above or below the subject’s list price (beyond about 50%) are excluded automatically.
• Statistical outliers are removed; the comps view shows which sales were excluded and why.
• You can add it back manually from the comps selector with Use comp.

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Max Offer (Target) didn’t change after I edited loan costs

If Before financing is selected, that is expected: the unlevered Max Offer solve ignores loan interest and loan closing costs so the price reflects the deal itself. Switch the Max Offer row to After financing if you want financing included. Buying costs still affect the target in both modes. The loan always affects cash flow, cash needed, and the other calculator outputs.

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”Could not load your current targets” in the Max Offer defaults popup

The popup could not read your organization’s saved ROI targets, so Save is disabled on purpose - that prevents an accidental save from replacing your real targets with standard defaults. Click Retry, and if it keeps failing, check your connection and reopen the Deal Calculator.

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Pipeline

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A deal disappeared

Deals that sit in Lost beyond 30 days are removed automatically, with an in-app notice about a week before. Re-save the property (for example from Deal Hub) to restore it; it returns at the first stage with its message history intact.

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A deal moved stages by itself

Sending or receiving a message about a property auto-advances it from Not Contacted to Contacted. Only the property actually discussed moves. Drag the card back if you disagree - manual moves always win.

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Account and setup

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I signed up on my phone and want to use ProPilot on a computer

When you sign up on a phone, ProPilot emails you right away. The email is called Open ProPilot on your desktop - open it on a computer and click Open ProPilot on desktop. For Google signups the button signs you in directly; the secure link works once and expires after 36 hours, in any browser, including one that has never been used with ProPilot. For password signups the button opens the regular sign-in page - use the email and password you chose when you joined. After you are in the workspace on a phone, the top of the app also shows ProPilot is better on desktop. The trial countdown stays on larger screens so the two banners do not stack. That banner is not shown while you verify your phone. Tap Email me the link any time to send yourself a fresh link. If a secure link says it was already used or expired, request a new one from the banner on your phone, or sign in on the computer with your email and password. If ProPilot says it could not confirm the desktop session, use Sign in on that page rather than assuming the handoff worked.

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I did not get a confirmation email after signing up

ProPilot does not send a confirmation email. After you verify your phone, the account is ready. Sign in with the email and password you used. If you forgot the password, use Forgot password? on the sign-in screen.

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My email address is rejected during signup

Check the spelling and use the suggested correction if one appears. Disposable or temporary email addresses are not accepted. Use a permanent address you can access so password reset and sign-in links reach you. If a valid work address keeps getting rejected, contact support or sign up with Google instead.

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WhatsApp not connecting

1. Open My Profile → WhatsApp.
2. Enter your number with country code and click Activate.
3. Check WhatsApp for the test message; if none arrives, verify the number and try again.

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Branded email domain won’t verify

1. Confirm every DNS record from the setup screen was added exactly as shown - some providers want a relative host (like sg.inbox) instead of the full domain.
2. DNS changes can take time to propagate; retry Verify DNS after a while.
3. Use the provider-specific guidance cards (Cloudflare, GoDaddy, Route 53, Namecheap) in Basic Setup > Email Setup.

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”No Available Usage” or the Manage Your Plan window appears

A monthly plan quota ran out (SMS, emails, rent estimates, lookups, or AI tokens). Check Advanced Settings > Organization > Usage to see which one, then upgrade or wait for your billing cycle to reset. See Billing & Plans.

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Redirected to choose a plan after a free trial

Your card-free Starter trial has ended. Pick a plan and complete checkout to restore access - there is no second free trial on the same phone number. If you still have time left, use Upgrade now on the countdown banner on a computer, or open Manage Plan in Organization settings; that opens the same plan comparison. See Billing & Plans.

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Manage

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Manage asks for a bigger screen

Manage is desktop-only. On a phone the page says This one likes a bigger screen. Open Dashboard, Financials, Portfolio, or Documents on a laptop. Deal Hub, Lookup, Pipeline, Messages, and the Buy Dashboard stay available on the phone.

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Manage is not enabled

The organization has a managed-property limit of zero. Click View plan options, or ask an admin to raise the limit. See Billing & Plans.

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A moved property is missing its files

The deal can move before every attachment finishes copying. Check Portfolio before you add the address again. Then use Import > Copy BUY attachments, select the property, and click Copy attachments. Use Retry copy for names that failed. Files that lived only in a message are not included. See Moving from Buy.

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A statement or property document did not become records

The file is saved even when reading it fails. Use Retry analysis for a statement, or retry from the Portfolio dialog for a lease, insurance, tax, or system document. Nothing is written into income, expenses, or portfolio records until you review and save. See Import.