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Supplier Integrations FAQ

Why can’t I log in to my supplier portal during connection?

First, try logging in directly on your supplier’s official website (outside of Roofr).
If you can log in successfully there, double-check that you’re using the exact same credentials in Roofr.
If you’re still unable to connect in Roofr even with the right credentials, this may be a system issue. Email us: [email protected].

Why can’t I see my accounts (or the account I want) at setup?

ABC Supply users
- If you’re brand new to ABC Supply, it may take about 30 minutes for your account to be fully registered. Try again later.
- If your account still doesn’t show up after 30 minutes, please email us ([email protected]) with a screenshot of your ABC supplier portal.
SRS Distribution users
- If you don’t see your accounts, please email us ([email protected]) with a screenshot of your SRS portal.
QXO users
- If you don’t see your accounts, please email us ([email protected]) with a screenshot of your QXO portal.

Why can’t I see the branch(es) I want during setup?

ABC Supply
- Double-check that you selected the correct account number during setup.
- If you’re certain you selected the right account number and branches are still missing, please email us with a screenshot of your supplier portal.
SRS Distribution users
- Double-check that you selected the correct account number during setup.
- If you’re certain you selected the right account number and branches are still missing, please email us with a screenshot of your supplier portal.
QXO users
- If branches aren’t showing, please email us ([email protected]) with a screenshot of your QXO portal.

I can’t find my item in the catalog search

Check your supplier portal. If the item is available in the portal, take a screenshot of the item and email us ([email protected]).
If the item does not appear in your supplier portal, contact your branch manager.

All my mapped items show “Cost is not available”

If all items are listed as “cost is not available” it’s likely you have used the wrong account number. To fix your account number, click on “edit supplier”. Click ‘previous’ until you get to the account screen. Be sure to select the account number that is on your supplier invoices and portal.
If the issue persists, please email us ([email protected]).

My item shows the wrong pricing / doesn’t include my expected discount

Confirm that the item is mapped correctly to your supplier catalog. Check the current pricing on your supplier website. If the price still looks incorrect in Roofr, please email us ([email protected]) with the item details.
If the price is incorrect in your supplier portal, reach out to your branch manager.
Updated prices from suppliers will update in Roofr within 24 hours.

The variants of my material aren’t showing up

If your items aren’t showing the right variants, check your supplier portal. If they show up there, double check your item SKU/item number in Roofr.
If your item is correct AND the variants show up in the supplier portal, take a screenshot of the supplier portal and email us ([email protected]).

For QXO users only - my job accounts aren’t showing up

Job accounts are sub accounts with special pricing. They are only used in proposals and material orders. If you are unable to see your job account in Roofr, check the order placing flow in your supplier portal. If you see it there and not in Roofr, take a screenshot of the supplier portal and email us ([email protected]).

For QXO users only - I’m not able to place an order without selecting a job account

In some cases, selecting a job account is mandatory. Return to the Material Order editing screen and select a Job Account.

For ABC Supply users only - I’m receiving the error: “Your account is inactive. Please contact your branch manager to fix this issue”

New ABC supply users are assigned a temporary account number. This temporary number becomes inactive when you are assigned your permanent account number. Ensure that you are not using the temporary account number.

How to edit your supplier account number:

For ABC Supply:
- Navigate to the Material Orders section of your Roofr Dashboard, click the Suppliers tab
- Click on the … Options menu of the selected supplier and click Edit Supplier.
- Click Previous until you reach ‘Select an Account’
- Ensure your selected account is correct
For SRS Distribution:
- Navigate to the Material Orders section of your Roofr Dashboard, click the Suppliers tab
- Click on the … Options menu of the selected supplier and click Edit Supplier
- Click Previous until you reach ‘Select an Account’
- Ensure your selected account is correct
For QXO:
- Navigate to the Material Orders section of your Roofr Dashboard, click the Suppliers tab
- Click on the … Options menu of the selected supplier and click Edit Supplier
- Click Previous until you reach the Branch Information screen
- Ensure your selected branch is correct