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General Questions

How do you determine the pitch?

Our proprietary patented software uses advanced image processing techniques to determine the pitch angles from aerial photographs. Ridge Top's patented measurement technology allows us to accurately determine pitch in order to produce true, complete measurements in multiple dimensions. Because our measurements are generated from 3D diagrams, they maintain the true integrity and accuracy of the structure.

How current are your images?

Ridge Top uses the most recent, highest resolution image libraries available. Typically, the best available imagery is less than two years old. Areas of higher population growth or susceptibility to catastrophic storms are often photographed more frequently, whereas rural areas may be photographed less frequently.

What is your Accuracy Guarantee?

Ridge Top's Reports and Roof Diagrams are guaranteed to be more accurate than any other measurement method. If you disagree for any reason, you won't be charged for the report. Each Ridge Top report and diagram goes through a five-step quality control process which allows us to deliver precision accuracy. Our Accuracy Guarantee is only available on reports and diagram orders which offer complete measurements, including pitches. However, all of our reports offer our Satisfaction Guarantee. If for any reason you aren't satisfied with your order, we will refund the cost of the report. For questions about our Accuracy Guarantee contact us at support@ridgetopsketch.com.

Why do you ask me to move the marker?

When you search for a property, a marker is placed on the map at the address coordinates. Sometimes the marker is positioned in an ambiguous location (such as the middle of a street or field) or there are multiple buildings on the same parcel of land. If this is the case, the marker will need to be re-positioned to ensure the correct structure is measured. You can also add notes in the Additional Information section to provide any details relevant to locating your structure.

My email said the images were unavailable. What does this mean?

Properties are measured from aerial images. In some cases these images may not be suitable for an accurate building measurement because the image quality is not sufficient (e.g. low resolution, blurry), or because too much of the building is obstructed (e.g. trees, debris). Ridge Top maintains a high standard for quality and accuracy and our image libraries are constantly growing. If your property cannot be accurately measured, you will not be charged for the report.

How are buildings located?

In order to correctly locate the structure we need to convert the street address into coordinates that can be pinpointed on a map, such as latitude and longitude. This allows us to pull the correct imagery. There are times when those coordinates don't accurately line up, and we'll need to confirm the location with you directly. The following are some instances when this may be necessary:

  • The address is incomplete or incorrect
  • The parcel of land contains more than one building, such as an apartment complex
  • The conversion resulted in a less accurate approximate location of the structure

I am not happy with my order. How do I correct this?

As part of our Ridge Top Guarantee, if you are not satisfied with your order, we aren't either. Contact us today at support@ridgetopsketch.com with any questions.

Where can I view the status of my report?

You can check the status of your report by visiting your Orders Dashboard on your Account page. On the main dashboard, you can view the report number, date submitted, report type, address, delivery status and order status. You can also view your Order History and make other changes to your account. This is your number one benefit of creating an account. Plus, it's completely free! Click here to register now!

What do the statuses mean on the Reports & Order History page?

  • Order Placed - The order has been placed.
  • Under Review - Images for the property are being pulled and reviewed.
  • In Process - The measuring process has been started.
  • Pending - Site Map - The order is on hold and is pending a site map review by the customer.
  • Pending - Need to ID - The order is on hold and is pending property identification by the customer.
  • Closed - Duplicate - The order has been closed because two identical orders were placed by the customer.
  • Closed - Cancelled by Client - The order has been closed because the customer cancelled the order.
  • Closed - Poor Images - The order has been closed because the image quality did not meet Ridge Top standard.
  • Closed - No ID - The order has been closed because the property could not be properly identified by the customer.
  • Closed - Report Type Change - The order has been closed because a different report type has been requested by the customer. The order has been closed because a different report type is needed to process the order.
  • Closed - No Images - The order has been closed because there are no imaegs available for the property.
  • Closed - Payment Issue - The order has been closed because there was a processing error with the customer's form of payment.
  • Completed - Sent - The order has been completed and has been sent to the customer.

Where can I view my account activity?

All of your account activity is accessible on your Account page. Your Account page includes your Orders Dashboard, account details and links to view your Order History, Email & Password, Contact Information, and General Account Settings.

Billing & Payment

When will I see charges on my credit card?

Your credit card will be charged as you set it up in your Account. For ease, you can set up monthly payments or you can do prepaid lump sums. If you do not have a positive balance in your account, then your credit card will be charged on a pay-as-you-go basis for every report at your current rate.

What if my payment doesn't go through?

If there is a positive balance in your account reports will continue to be sent. If there is a zero balance your account needs to either be updated with an active credit card or a pre-payment check needs to be sent to Ridge Top.

What is the best way to initially set up my account?

As a new Ridge Top customer setting up an account, you can sign up for a monthly payment that will load your account at the first of every month. If you sign up in the middle of the month, an initial prepay can also be applied to load your account or you can pay-as-you-go until the monthly payment is loaded into your account at the first of the month. If you are still unsure we have a team of account managers who are happy to speak with you to determine what is best for your business. Simply call us at (800) 734-5709.

What is my account is at zero dollars?

If a prepaid balance is not sufficient to cover a report ordered, the amount not covered by the balance will be billed to the credit card on file with Stripe. If your account at any time reaches a zero balance, reports will be billed to the credit card on file on a pay-as-you-go basis until the account is reloaded with a lump sum or monthly amount. If there is not a credit card on file, reports will be held until money has been added to your account.

Can I pay by check?

A prepayment schedule can be set up for customers who do not want to pay using a credit card and have not qualified for term invoicing. Customers can either mail in a check for a bulk prepayment amount or make a monthly prepayment by a scheduled date each month. In case the account balance falls to a level insufficient to cover the cost of a report, a credit card number should be kept on file with Stripe to ensure there is no delay in sending reports. If your account at any time reaches a zero balance, reports will be billed to the credit card on file on a pay-as-you-go basis until the account is reloaded with a prepaid or monthly amount. If there is not a credit card on file, reports will be held until money has been added to your account through a check or credit card payment.

What are overages?

Overages occur when the cost of a report is not covered by the balance in a monthly or prepayment customer's account. Overages will be charged to the credit card on file on a per-report basis until another prepayment is made. Overages will be billed at your established rate.

What if I need to change the amount of my monthly payment?

Customers can determine their monthly prepayment to fit the size of their business. By making a monthly prepayment customers are able to have fewer transactions charged to their credit card. To assist in determining monthly prepayments, regional and account sales managers are equipped with qualifying questions that will help customers choose the best financial commitment for their business needs. If at any time customers want to increase or decrease their monthly payments it can easily be done through Customer Service (open seven days a week), regional and account sales managers or online under “My Account.” As with holds, monthly prepayments are processed on the first of every month and all changes must be requested by midnight PST on the last day of the preceding month to qualify for the next month.

Can I cancel my payment plan?

Ridge Top looks forward to having customers for life. We want to make it easy to adjust a customer's financial commitment to fit their business. If a customer finds that they need to stop their reports due to business concerns, the account can be put on hold for as long as is necessary for the customer. In the end, no cancellations are necessary. If a customer is on a monthly payment plan and does not want to make monthly payments at all, they can simply place their monthly payments on indefinite hold and change to pay as you go. Reports will be charged to a credit card per report ordered.

Can I get a refund?

Since accounts never close, refunds are not necessary. The balance in the account can be used anytime for reports, expedites or additional services that are consistently being introduced. Once the account hits a zero balance all future reports can be charged independently to the credit card on file.

How do I change the status of my billing or payment options?

On “My Account” under Manage Payment Options you can post prepayments, change monthly payments or change hold status. Customer Service, available seven days a week, and regional and account sales managers can also help with any changes to your account.

What if I want to cancel my account?

If at any time you no longer wish to do business with Ridge Top, the account can be placed on permanent hold once it is at a zero balance. This must be handled by an Ridge Top representative.

What is the benefit of Monthly Payments?

In addition to obtaining pricing discounts, customers can determine their monthly prepayment to fit the size of their business. By making a monthly prepayment customers are able to have fewer transactions charged to their credit card. Monthly payments can be developed to create the best financial commitment for their business needs.

Contractor Pricing Plan

How can I immediately receive better pricing?

There are three different ways to obtain better pricing: commit to a monthly prepayment plan, reach a specified total prepayment amount or accumulate a defined number of reports delivered in a calendar year.

Monthly Prepayments

Customers can work with Ridge Top account and regional sales managers to determine the right monthly prepayment amount to obtain the best pricing for their usage needs. Monthly prepayments can also be managed through your RidgeTop account page, offering customers complete flexibility. Report costs will be subtracted from the monthly prepaid balance. If the prepaid account balance is not sufficient to cover the cost of reports ordered throughout the month, the amount not covered by the account balance will be billed to the credit card on file.

Total Prepayment Amount

Customers can also gain better by making a prepayment into their account. Once the prepayment has been made, report costs will be subtracted from the prepaid balance. When the prepaid account balance has been depleted, another prepayment can be made or the customer can pay by credit card per report at the obtained level.

Reports Delivered

Once an Ridge Top customer obtains a certain number of reports delivered within a calendar year, they will automatically be moved to the next level. For example, after the 75th report is delivered within one calendar year, the 76th report will be billed at the Silver level pricing. This pricing will hold for the rest of the current and following calendar year.

Delivery Questions

Can I expedite my order if I need it sooner?

Yes, Ridge Top offers the option to expedite any order for an additional fee. Expedited orders will be processed within 6 business hours of ordering. Our business hours range from 8 AM to 6 PM.

** Important: Orders expedited during non-business hours will be started at 8 AM the following business day.

What are my Rush Options and how much are they?

Ridge Top now offers two different "Rush" options in order to get your reports and/or diagrams to you quickly.

  • 6 Hour Guarantee - $20.00 additional fee
  • 2 Hour Guarantee - $40.00 additional fee

Roof Diagrams

Ridge Top Reports

My Ridge Top Account

What is a Ridge Top Account and why should I have one?

Your Ridge Top Account is where you can find all of your account information and personalize your account settings. Your Account page includes your account summary and links to view your Reports & Order History, Email & Password, Contact Information, and General Account Settings. You can also manage your Payment Options. Here, you can also view real-time status updates of orders you've recently placed.

Can I use a different credit card than the one I signed up with?

Yes, you can change your credit card information at any time. All payments to your account are charged using the same credit card information which is handled through Stripe. This information can be viewed and updated through your Stripe account.

How do I found out my account balance?

Log in to your Ridge Top Account and go to My Account page. Under Manage Payment Options you can check your balance, post prepayments, change monthly payments or change hold status. You can change credit card information under the Billing Information through your separate Stripe account. Customer Service, available 7 days a week, and regional and account sales managers can also help with any changes to your account.

Can I change the email address my reports are sent to?

By default we use the login email you used to create your account when delivering your reports, however if you go to the Email & Password section you can specify an alternate email address to use instead.

Ordering

What if there have been recent additions to the structure?

If there have been recent changes to the structure, please make note of this in the “Additional Information” section when you are completing your order form. Our customer service department will contact you to verify that the imagery we have reflects the changes or additions to the structure.

How can I reduce the time it takes to process my order?

For urgent orders we offer two types of expedited services: 6 Hour and 2 Hour "Rush" Delivery. 6 Hour Delivery – Orders are processed within six business hours of identifying the property. Please view our Customer Service hours to estimate delivery time. If a report is ordered at 5:00 p.m. PST on Wednesday, the order will be delivered by 8:00 a.m. PST on Thursday. 2 Hour Delivery – Orders are processed by the end (6:00 p.m. PST) of the next business day.

What is the difference between residential and commercial reports?

Residential reports generally apply to single family homes and duplexes, whereas commercial reports are anything larger than a duplex such as apartment complexes and commercial or industrial style buildings.

What if I have a property with multiple buildings?

If you would like to have multiple buildings measured (such as an apartment complex), please select the ‘This is a Complex' option after entering the address. This will allow you to place a marker on each of the structures you would like measured. For more information...

When am I billed for an order?

You can enter a credit card and we'll bill you individually each time you order a report or you can set up an account. You can add dollars to your account as an occasional lump sum payment or on a monthly payment schedule. Each time you place an order, we deduct the cost of that report from your account. If your account ever runs dry, no problem, we'll just bill that report to the credit card we have on file.

How do I receive my report?

If ordering a Hail, Aerial Timeline, or Property Acreage Report, you will receive an email with the final report attached once your order is completed. If ordering a Roof Diagram or Estimate, you will receive an email notifying you the measurements are ready and pitch values are ready to be added. You can access your Roof Diagram or Estimate for editing by visiting the Reports & Order History page on your Account page.

Can my order be cancelled once it has been submitted?

Yes. Contact our customer service department at (800) 734-5709 or support@ridgetopsketch.com.

What is the Claim Number for?

Under the optional information section of the order check out process there is a field for claim number, this allows you to add attach a claim number to the report for your own reference. We will refer to your claim number, as well as the 6 digit order number when communicating with you about your report. The claim number will also appear on the actual report itself.

How do I order a report?

To place your order, visit the Order page and enter the address of the structure you'd like measured. Proceed with the checkout process until you reach the order confirmation screen with your order number. In two business days or less you will receive an email with the report information you requested.

How do I know that you've received my order?

A confirmation email will be sent to you every time an order is submitted to us online via our website or mobile app. If you have a Ridge Top Accoutn, you can always check your order status by signing in and visiting your Orders Dashboard and Reports & Order History page.

What if I place an order and it cannot be processed?

If a diagram or report cannot be processed due to imagery limitations, we still may be able to process your order with additional information. If no suitable imagery is available we will notify you and cancel the order.

What is the Additional Instructions box used for?

Under the Additional Information section of the order checkout process there is a field for "Additional Instructions", this is used to communicate to our customer service and image processing teams any specific details about your order such as:

  • There are multiple buildings you need to have measured
  • Changes or additions to the structure that have happened in the last few years
  • Latitude and longitude of the structure's location
  • Preferred file types

Troubleshooting

How do I place the marker on the building if there are no images available?

Imaging used on the map for placing orders is not always indicative of our ability to complete a report on a property. If imaging is not available for a location or visibility is unclear for the property you need, please contact customer service to confirm availability.

Which browsers does your website support?

Internet browsers supported include Mozilla Firefox (10.0 or later), Google Chrome (18.0 or later), Microsoft Internet Explorer (7.0 or later) and Safari (6 or later).

Why can't I open or view my reports?

Our reports are sent in PDF format by default. If you are having trouble viewing your reports, try installing the latest version of Adobe Reader. Alternative file formats may also be available, please contact us at support@ridgetopsketch.com to learn more.

Why didn't I receive an email confirmation for my order?

A confirmation email is sent for every report that is ordered. If you did not receive an email, there are a couple of things you can check:

  • If you have an account, sign into your Ridge Top account and verify that your email on file is correct.
  • If you have an account, check your Reports & Order History page to confirm that your order was placed. If not, you will need to place the order again.
Your order has been successfully placed when you see an order confirmation screen. If the problem persists please contact Ridge Top at (800) 734-5709.

I forgot my password. What do I do?

Go to our Login page and click on the “Forgot password or trouble logging in?” link. Enter the email address you use to login to your account click “Send Password.” A new temporary password will be sent to you in email. You can then reset your password on your Account page.

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