Troubleshooting

"The address pin / satellite image is wrong"

The OM may have an incorrect zip code, or the geocoding API didn't find a precise match.

Fix: On the appraisal page, find the property imagery section. Click "Wrong location?" to manually correct it:

• Open Google Maps in another tab
• Find the correct property
• Right-click → "What's here" to get the coordinates, OR copy the Street View URL
• Paste the URL or coordinates into Trestle's override field
• Click Save

Or just edit the deal and fix the zip code if that's the issue, then re-run the pipeline.

"The AI parsed the wrong tenant / wrong rent"

OMs vary wildly in format — sometimes the AI mis-reads a number or grabs a parent company name instead of the operating tenant.

Fix: On the deal page, click the ⋮ menu → Edit Deal → fix the field → Save. The pipeline auto-re-runs the affected steps. Free, no credit cost.

"My deal got 'Challenging' / 'Marketable with Considerations' — what does that mean?"

These are analytical signals based on the composite underwriting score:

• Strong Deal — composite score 6.5+
• Marketable with Considerations — score 5.0-6.4
• Needs Closer Review — flagged for analytical concerns
• Challenging Deal — score below 5.0, indicates structural issues

The recommendation is never a rejection — Trestle doesn't reject broker deals. It's just an analytical guide. You can still submit any deal to the lender marketplace.

"I'm out of credits but I'm in the middle of a deal"

Edit and re-run actions don't cost credits — only new deal submission does. If you're editing/re-running an existing deal, you're fine.

If you need to submit a brand new deal, buy more credits on the Pricing page.

"Comp Tracker is locked"

Comp Tracker requires ≥1 unused credit OR an active subscription. Buy a credit (just $50) or subscribe to unlock.

"My deal package is missing my logo"

• Confirm you've uploaded a logo on the Profile page
• Refresh the deal package page
• If it's still missing, the deal may have been submitted by another user in your org (branding is per-submitter, not per-viewer). Check who submitted the deal.

"The pipeline is stuck on 'Running' for a long time"

The full pipeline usually completes in under 3 minutes. If you've been waiting 10+ minutes:

• Refresh the page — the status may already be updated
• Click ⋮ → Re-run Pipeline to restart it (free)
• If it's still stuck, email support@trestlecre.com with the deal ID

Still stuck?

Email support@trestlecre.com with:

• Your account email
• The deal ID (in the URL: /deals/deal-xxx-xxx)
• A brief description of the issue
• A screenshot if possible

We typically respond within 1 business day.