Catastrophe Support from Xactware

In order to help streamline the support process during the hurricane season, we have provided a list of frequently asked questions. To go directly to any topic, simply click on the corresponding question below.



  • How do I get a hold of Xactware if I need after-hours support?
    Simply logon to www.xactware.com and enter your User ID and Password in the eService Center area and click Login. We can help you reset your expiration date, download a price list, or walk you through virtually any issue. Xactware's eService Center also allows you to download tick sheets, support flyers, shortcuts and more.

    Requests for new Xactimate logins will be escalated during catastrophes, so you'll receive your new login ID and password back from us quickly. Remember, if you need help anytime, just give us a click: www.xactware.com.


  • What if I forgot my Login ID and/or password to the eService Center?
    Go to www.xactware.com and click the eService Center Login button in the lower left corner of the page. You can leave the User ID and Password fields empty. This takes you directly to the eService Center welcome page.

    • If you do not yet have a login ID, you may click on the Register Now link, fill in your information and click Submit. You should receive an email with your new login ID and password within about 15 minutes.
    • If you have forgotten your Login ID, simply click on the Forgot Your User ID link and follow the instructions.
    • If you have forgotten your eService Center password, then click the Forgot Your Password? link. Once you enter your login name or email address and select the Generate button, your new password will be sent directly to you via email.

  • What if Xactimate is expired?
    During the office hours of 7:00 AM-5:00 PM Mountain time, Xactware's sales team can help you with any "latch" or expiration issues. They can be reached at 1-800-424-9228. After hours, our technicians at the eService Centers are equipped to handle requests and provide temporary remedies until you are able to reach the sales team. Please visit www.xactware.com to login to the eService Center.


  • Who do I contact if I am an Independent Adjuster and need a profile for a specific insurance carrier?
    If you have never done work using Xactimate for a particular carrier, you will need to contact the storm manager of the company you work for to make sure the proper Xactimate profile has been added to your Product Key Code. In many cases, this is already done at a corporate level before you install Xactimate, but if you are uncertain whether or not your profile rights have been set up, check with your storm manager. Once the administrative steps are completed, you can add the profile to your version of Xactimate. (See the section below for details.)


  • How do I add additional profiles to Xactimate 24 and Xactimate 25?
    Note: Profiles other than Carrier or Contractor require approval from the corresponding company in order to be added to your Product Key Code (see your supervisor or CAT management; the approval process may vary per profile). Once approved and notified, Xactware will add rights to the requested profile to your Product Key Code. Follow the simple instructions below to install the additional profile(s) after they have been added.

    To install additional profiles,
    1. From the Xactimate Control Center click Services on the menu bar.
    2. Select Install New Profiles... Your computer will connect to XactNet and the Select Products window will appear listing the profiles available on your key code.
    3. Place a check mark next to the profile(s) you are adding and make sure there is a check mark next to all other profiles that are currently installed. Do not uncheck any boxes or those profiles will be removed.
    4. Xactimate will download and process the correct profile(s). When the process is complete a message informs you than you must restart Xactimate for the changes to take effect. Click OK..
    5. Xactimate will automatically close. Log back into Xactimate.
    6. To verify that the correct profile(s) has been installed, click Services on the menu bar, then select Change Profile.
    7. Highlight the newly added profile and click OK.

    You are now ready to use the new profile.


  • How do I download a price list in Xactimate?
    To use this method, you must be a registered XactNet user.

    1. From the main Control Center toolbar, click Services, then Request price list(s) from XactNet and Xactware price list. The Request Price List window appears.
    2. Select the price list(s) you need by using the attached SmartLists to specify a location (Country, State/Province and City). You can select more than one, as long as they're all in the same state or province.
    3. In the bottom portion of this window, indicate if you want the Zip/Postal Code Table, and whether you want the price list for all profiles.
    4. After making the selections, click the Download Now button. A window appears advising you that the price lists have been downloaded and are now available to use.
    5. Click OK.

    Note: If you click the Send button rather than the Download Now button, you have created a price list request, rather than downloaded a price list. Click the OK button, then click Connect from the Control Center tab. Xactimate connects to XactNet, and after it has finished, your price list can be found in your XactNet Inbox.

  • How do I register with XactNet using Xactimate 25?
    1. From the Control Center main window, click Register with XactNet near the upper-right corner. The Pre-Registration window appears.
    2. Click the I don't have an XactNet address and need a new one radio button, then click OK. The License Agreement window appears.
    3. Click the Agreement Link button. Your default web browser opens, and the XactNet Subscription and Software Usage Agreement appears.
    4. Read through this agreement, then close your web browser, return to the License Agreement window, and click Accept. The Online Registration window appears.
    5. Type your company name, address, and phone information in the proper fields.
    6. Type your email address twice in the fields provided.
    7. Type a contact name and your user name in the fields provided.
    8. In the XactNet Address field, enter an XactNet address that you create. You can create this XactNet address on the fly, using COMPANYNAME.CITY.STATE as the format for the address.
    9. Click OK. Xactimate lets you know you've registered successfully.

    Note: In the unlikely event that your XactNet address you entered is already registered to another user, an error message appears, informing you than you have selected an invalid XactNet address. If this occurs, enter a different XactNet address (an abbreviation of your company name, for example) and click OK.


  • How do I register with XactNet using Xactimate 24?
    1. Connect to the Internet using the instructions provided by your Internet Service Provider (ISP). To verify that you have a good Internet connection, start a browser such as Microsoft Internet Explorer, type www.xactware.com in the address field, and press Enter on your keyboard. Xactware's website should appear in your Internet browser (if it doesn't appear, contact your local ISP for assistance in accessing the Internet).
    2. When Xactware's website appears, click the minimize button in the top right corner to minimize the browser. This causes your browser window to disappear; however, it should still remain in your task bar. Leave it in this condition while you register and anytime you choose to connect to XactNet to transfer files.
    3. From the Xactimate Control Center, click the File menu at the top of the page and then choose XactCentral. This opens the XactCentral Control Center window.
    4. From the XactCentral Control Center, click the XactNet menu at the top of the page and choose Register. XactCentral connects to XactNet and displays the XactNet License Agreement in a web page.
    5. Read through the license agreement. When you're done, click the close button at the upper right. If you agree to the conditions of this contract, click Accept on the License Agreement window.
    6. The Online Registration window appears. Enter any missing or incorrect company information including fax and modem numbers.
    7. Modify your company's XactNet address if necessary. All XactNet addresses follow the same format: COMPANYNAME.CITY.ST (Example: ACME.TULSA.OK). If you do not enter a unique address then you will see An attempt to register failed because the address is invalid. Click OK and enter a different XactNet address. Click OK again to see if that address is available. If it is not, repeat Step 7 until you obtain an address that has not been taken.
    8. Click OK to register. XactNet registers your company information and notifies you that registration was successful.
    9. Click OK to return to the Communications window.

    *If you are unsuccessful, try registering again and modify your XactNet address. No two XactNet addresses can be the same, so you may need to alter your address if you weren't successful the first time.


  • Does Xactware offer onsite training during the catastrophe?
    Although Xactimate includes many integrated helps in our software, including Real Time Training, we can also provide active onsite support. As part of our cat-monitoring efforts, we track the need for onsite training and are prepared to offer classes based on overall need for the individual cat event. You can submit requests for onsite training through our Training department at 1-800-232-9228.


  • How does Xactware handle pricing research for cat-affected areas?
    Xactware's normal procedure, in the absence of a catastrophe, is to perform market research in all areas of the US and Canada. Price changes that are noted in the research are then independently verified and reported to our customers by way of building cost databases published each quarter.

    After a catastrophe, however, this process jumps into high gear. Contact is made daily with suppliers of both materials and labor to identify changes in price that may occur due to shortages.

    Fluctuations in prices reported to Xactware are again independently verified and published as interim (mid-quarter) price list updates. Customers receive these updates either by requesting the price list from within Xactimate, or through the normal assignment download process.

    Research has shown that any movement in reported prices that occur after a catastrophe generally begins within 1-2 weeks after the storm has subsided. It is important to understand that price adjustments don't always occur. Whether or not they do is dependent upon the extent of the catastrophe and the ability for the labor and materials market to address the damage. As such, each market must be continually monitored and prices adjusted only when reports from that market warrant a change.