FAQ

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Frequently asked questions

The short answers, with links to the full story. If your question isn’t here, try the glossary or the search bar.

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1. Projects and checklists

Where did my estimates go? Everything is a project now. Nothing was removed — every estimate is a project, and the estimator lives inside the project page. Find them all under Projects, or start from New project or New estimate on Home; see Projects overview. What are checklists? Templates you build once — what to look at, photograph, and answer on site — and run on any project. Each run produces a shareable report and feeds the AI what your rep actually saw; see Checklists and Running a checklist.

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2. Estimating

How long does an estimate take? The estimate builds live in chat as you describe the job and upload files, and you iterate until it’s right. Fixed timing applies only at publish — retail in up to a minute, insurance formats longer; see Processing times. What files can I upload? Images, PDFs, videos, and measurement or estimate files (.esx, .xml, .skx, .fml), up to 250 per upload — the full list is in Creating an estimate. Export unsupported document files as PDF, or extract a ZIP archive and upload the supported files inside. Does the AI read my measurement reports and carrier estimates? Yes, automatically on upload — measurement values are used exactly as reported, and a carrier estimate is digitized in full (header, folders, and line items). See How the AI works. Does the AI look at my videos? No — videos play on the digital proposal but are never scanned by AI and never included in PDF exports. Anything scope-relevant should also be a photo; see What XBuild can and can’t do.

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3. Publishing

What does publishing cost? Publishing charges, if any, depend on the output format and your account terms, and they’re separate from chat usage. If a publish has a charge, review it at the publish checkout before you confirm; see Insurance below. Can I edit a proposal after publishing? Yes — published versions are immutable, so an edit in chat or with the pencil icon creates a new draft version you publish again. See Editing estimates and proposals.

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4. Customers and payments

Can homeowners sign online? Yes — the published proposal link includes e-signing, and your authorization settings control whether your company countersigns before or after. See E-signatures and authorization. Can more than one person sign the proposal? Yes — add co-signers with Add signer when you publish, and each gets their own personal link. Signer rules are in E-signatures and authorization. Can my customer sign on my phone or tablet? Yes — on a published retail proposal, choose Sign in person and hand over your device, in the web app or the mobile app. See E-signatures and authorization. Can homeowners pay through XBuild? Yes — a homeowner can pay a deposit right from the published proposal, under the deposit rules in Pricing & Profit. See Deposits and getting paid; with QuickBooks connected, deposits post back to the linked customer automatically. What does my customer actually see? A clean, branded proposal page — your logo, the scope, photos, and the sign-and-pay flow. Walk through it in What your customer sees.

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5. Tokens and billing

What happens when I run out of tokens? An empty balance stalls the chat until you refill. Buy a manual top-up from the Billing tab, turn on auto-refill, or wait for your plan’s next token grant. Why did my auto top-up fail? Almost always a declined card. Auto-refill tries once, then pauses until you fix your payment method and top up manually; see Auto-refill. Is annual billing worth it? Billing options depend on your plan and are shown in Billing or provided by XBuild sales before you commit. Compare plans in plan comparison, and review any charge before you authorize it.

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6. Team and account

How do I add a teammate? An Administrator opens the Members tab and sends an invite with a role: Admin, Standard, or Limited. Each active or pending Admin or Standard member occupies one seat; Limited members are free. At your limit, an Administrator can add a seat from Billing. Roles are covered in Members and roles. Does adding someone to a second Location use another seat? No — seats are company-wide, so a member at three Locations still occupies one seat. Only inviting a brand-new Admin or Standard member uses a seat, and Limited members never do; see Seats and Limited users. Can I run XBuild from my phone? Yes — the mobile app is the same account and projects, with on-site photo capture, offline syncing, chat, and publishing. How do I delete my account? In the mobile app, open Settings and choose Delete Account under Account — it’s permanent, removes access to all projects and proposals, and asks you to confirm twice. You can also contact support and we’ll handle it; see Cancellation policy. How do I reach support? Email support@x.build or call 213-527-4311.

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7. Insurance

What does an insurance publish cost? A token charge that insurance publishing may carry, separate from the chat turns that make your edits. If a publish has a charge, review it at the publish checkout before you confirm, and check your account terms for how republishes and format switches are handled. Completed charges appear in Billing → Transactions; see How tokens work. Do I get a real Xactimate file? Yes — an Xactimate publish delivers the .ESX project file plus the Xactimate PDF cut, while Symbility delivers the Symbility PDF cut with no Symbility project file. See Publishing to Xactimate, Publishing to Symbility, and Processing times. How does the supplement service get billed? Separately from tokens. The fee terms for your claim are shown on the confirmation screen before you submit, and invoices appear on the project and in Invoices and receipts. A low approval doesn’t stop the work. See the insurance supplement flow. Does XBuild handle depreciation or my customer’s deductible? Estimates are built in RCV, and the estimator doesn’t compute depreciation, ACV, or deductibles. On plans with Financials, you can record deductible and depreciation payments against a project. See Creating an estimate and Project finances. For further assistance, contact XBuild Support at support@x.build.