Help · Troubleshooting
Common issues + fixes.
Map not loading, address not found, PDF errors, photo upload — what to check first.
Map not loading
Usually a browser content-blocker. Disable for skycanvass.com. If still failing, check the browser console for `cdn.jsdelivr.net` or `basemaps.cartocdn.com` blocked — those are the basemap and US-atlas CDNs.
Address not found
Check spelling. Try with and without the ZIP. Some new construction is not yet indexed in the parcel layer (~2-week lag from county records). Use the manual coordinate entry as a fallback.
PDF render errors
Clear the document and re-generate. If the error persists, the document may reference a corpus version that is being re-indexed — try again in 5 minutes. If it still fails, email support@skycanvass.com.
Storm report shows no events
Either the time-range is too short (default 24 months — extend to 5 years) or the property is in an area with no recorded storms in the window. Storm-event data is only as dense as the spotter network.
Code packet is missing a section
Some adopted editions reference chapters that are out of scope for the typical re-roof packet. Use the code search to pull a specific section directly. Report missing-but-expected sections via the in-app feedback.
Photo upload stalled
Browser uploads are limited to ~500 photos per batch. Split larger batches into multiple uploads — the system merges them into one packet by capture timestamp.
When the fix above doesn't work
Email support@skycanvass.com with the page you were on and what you expected to happen. Screenshots help. We respond to every support email within one business day.
For account-level issues (sign-in problems, billing disputes, ownership transfers), email support@skycanvass.com with the account email and a description of what you tried.
Need a different help topic?
Free to start — property lookups, state code access, the hail map, and your first storm report on us. No credit card required to look up an address.