Xactware Catastrophe Support

Xactware's Pricing Data Services are constantly monitoring storms and their impact on construction costs. Support for Xactware software remains available 24/7. The XactAnalysis Network is ready, as always, to process the influx of claims and handle all needed communication.

Whether you need to start or renew an existing subscription, register for a training, or order a product demo, you can do so 24/7 on our online store.

Frequently Asked Questions

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, click on the corresponding question below.

How do I contact Xactware if I need after-hours support?

Click the Login button in the header of this page. Enter your ID and password, select eService Center, and then click Sign In. The Live Help link will connect you with online support. 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. Additionally, you can find solutions for many common issues in our online Answer Center.

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

What if I forgot my Login ID and/or password to the eService Center?

Click the Login button in the header of this page. Click the Register / Need Help? link to go to the Login Help page. You can also leave the User ID and Password fields empty and click Sign In. This takes you directly to the eService Center welcome page.

What if Xactimate is expired?

The quickest and easiest way to renew your Xactimate subscription is by going to Xactimate Subscription / Renewal in the Xactware store.

In addition, during the office hours of 7 a.m. to 5 p.m. 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 Center are equipped to handle requests and provide temporary remedies until you are able to reach the sales team. Click the Login button in the header of this page to log in 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 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?

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 in Xactimate 24, Xactimate 25, and Xactimate 27:

  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 Product Key Code.
  3. Place a check mark next to the profile(s) you are adding and make sure a check mark is 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 that 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) have 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?

You must be a registered XactNet user to use this method.

  1. From the main Control Center toolbar, click on the Price List tab. In the Price List tab, select Download and Xactware. 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 will appear 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 XactAnalysis Inbox.

How do I register with a new XactNet address using Xactimate 27?

  1. Open the Registration window

    Select the Control Center tab and open the XactAnalysis menu, then select Register. If the Xactimate install was set up with a temporary XactNet address during installation, a Register link will also appear next to the Inbox drop-down in the XactAnalysis Communications window.

    Registration window

    Note: If you are currently registered with an XactNet address, a window will come up advising you that the current XactNet address will be replaced and asking if you wish to continue. Click Yes.

  2. Select the first radio button and click OK

    The option reads, "I don't have an XactNet address and need a new one."

  3. Read and accept the License Agreement

    The License Agreement must be accepted before registering with an XactNet address. Click the Agreement Link button to read the License Agreement, and click Accept to proceed with the registration.

  4. Fill out the Online Registration page

    All fields with the exception of Voice Phone and Fax Number need to be filled prior to clicking OK. The XactNet Address should be filled using the format COMPANYNAME.CITY.STATE and must be unique. The email address entered is important as it will be tied to the new XactNet Address and can be used to re-register with this address in the future without the need to contact Xactware Technical Support. For more information see AID 1516: Register Using an Existing XactNet Address.

    Online Registration window
  5. Submit the Online Registration

    Assuming all necessary fields were filled out and the XactNet address entered was unique, after clicking OK to submit the Online Registration, a window will appear with the message "Registration was successful!"

    In the unlikely event that the XactNet address you entered is already registered to another user, a warning message will appear, informing you that you have selected an invalid XactNet address. If this occurs, enter a different XactNet address and click OK.

How do I register with an existing XactNet address using Xactimate 27?

  1. Open the Registration window

    Select the Control Center tab and open the XactAnalysis menu, then select Register. If the Xactimate install was set up with a temporary XactNet address during installation, a Register link will also appear next to the Inbox drop-down in the XactAnalysis Communications window.

    Registration window

    Note: If you are currently registered with an XactNet address, a window will come up advising you that the current XactNet address will be replaced and asking if you wish to continue. Click Yes.

  2. Select the second radio button

    The option reads, "I already have an XactNet address and want to recover it."

  3. Select the "Enter email address" radio button then enter the email address and click OK

    The full option reads, "Enter email address associated with previous XactNet Address."

    Pre-registration window

    Upon clicking OK, a message will appear saying, "An email has been sent to your email address with a security code. Once you received the email, please click the Retry button and select the option to enter a security code."

  4. Retrieve the security code from your email inbox

    An email was sent from XactNet with security codes for all XactNet Addresses linked to that email address. These security codes are only valid for 24 hours from the time they are issued. In the event the desired XactNet Address does not appear in the received email, or no email is received from XactNet, Xactware Technical Support can assist with identifying what email address is linked to the desired XactNet Address and make adjustments as necessary.

    Security Code email
  5. Enter the security code to complete registration

    Copy the security code associated with the desired XactNet address from the email, then click Retry on the pop-up window within Xactimate. This will again bring up the Pre-Registration window. Paste the security code in the appropriate field and click OK.

    A message will then pop up, indicating the registration was successful.

How do I register with XactNet using earlier versions of Xactimate?

Steps for registering with XactNet in versions prior to Xactimate 27 differ slightly from each other. For information regarding registration with earlier versions, visit our Answer Center in the eService Center by clicking the Login button in the header of this page.

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 training. 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 catastrophe, is to perform market research in all areas of the United States 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 month.

However, this process jumps into high gear after a catastrophe. Contact is made daily with materials and labor suppliers 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 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 one to two weeks after the storm has subsided. It is important to understand that price adjustments don't always occur. Whether 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 are adjusted only when reports from that market warrant a change.

Here are some helpful links for information during a catastrophe: