Common questions

Q: Why is my ROI $0, or lower than I expect?

Usually one of four things: Value isn't approved yet. Only approved value entries count. Check your Inbox in the sidebar, or the entry's status on the initiative's Value Entries tab. A connection isn't linked. A connection that syncs but isn't linked to an initiative, or is linked without the mapping its platform needs, books nothing. Integrations → Unlinked lists them. See Linking connections to initiatives. The value is freed capacity. ROI is cash ROI. Hours your team got back, and tickets an AI agent resolved, are freed capacity: reported beside cash value and in no ROI, because payroll is the same afterwards. It counts as cash once someone records what it became, such as a contract not renewed, with the document that shows it. See How Roiva calculates value. A formula is waiting on a figure. The initiative's Setup tab, and the Missing Inputs page, list what's missing. See What an initiative needs before it has a number.

Q: Can I import data from a spreadsheet?

Yes, as a CSV. Entries → Cost Entries and Entries → Value Entries each have Import, and one file covers every initiative, with a column naming each row's initiative. Baselines and readings import from Entries → Metric Entries → Import. See Adding costs and value entries for the full flow. You can also create several initiatives at once from an XLSX or CSV with one row per initiative: Initiatives → New Initiative → Import initiatives. An Owner or Admin can bring in a whole tracker workbook from the same card, with its costs, readings, value entries and approvals (see Importing a tracker workbook). Each row starts at Identified or Reviewing unless you could approve it: only someone who could approve an initiative can import it further along, and that counts as their approval. See Approving value and initiatives.

Q: Can I export my data?

Yes, in a few ways: A table — the Export button beside the search and filters on most lists downloads what you're looking at, as CSV or Excel. Reports — ROI → Reports has the Portfolio Snapshot, the Board Brief and the Value Evidence Register. One initiative's review is in the … menu at the top of its page: Download Review (PDF) or Download Review (PowerPoint). Everything — Organization Settings → General → Account Export → Export all data (Owners and Admins) builds a ZIP of CSVs covering the whole account. It's deleted after seven days (30 if Roiva staff made it for you), and on a plan with API access Roiva can also deliver it to your own bucket every week (see Your data: exports and deletion). You get a notification when it's ready, and every other Owner is emailed that one was made.

Q: Can I use more than one Roiva account?

Yes. Once you've joined more than one, choose Switch Account in the menu under your name at the bottom of the sidebar, then the account.

A grab-bag of questions we hear often. Don't see yours? Ask the Assistant, or choose Contact Support in the help menu (?) at the top of any page.

Why is my ROI $0, or lower than I expect?

Usually one of four things:

Value isn't approved yet. Only approved value entries count. Check your Inbox in the sidebar, or the entry's status on the initiative's Value Entries tab.
A connection isn't linked. A connection that syncs but isn't linked to an initiative, or is linked without the mapping its platform needs, books nothing. Integrations → Unlinked lists them. See Linking connections to initiatives.
The value is freed capacity. ROI is cash ROI. Hours your team got back, and tickets an AI agent resolved, are freed capacity: reported beside cash value and in no ROI, because payroll is the same afterwards. It counts as cash once someone records what it became, such as a contract not renewed, with the document that shows it. See How Roiva calculates value.
A formula is waiting on a figure. The initiative's Setup tab, and the Missing Inputs page, list what's missing. See What an initiative needs before it has a number.

Can I import data from a spreadsheet?

Yes, as a CSV. Entries → Cost Entries and Entries → Value Entries each have Import, and one file covers every initiative, with a column naming each row's initiative. Baselines and readings import from Entries → Metric Entries → Import. See Adding costs and value entries for the full flow. You can also create several initiatives at once from an XLSX or CSV with one row per initiative: Initiatives → New Initiative → Import initiatives. An Owner or Admin can bring in a whole tracker workbook from the same card, with its costs, readings, value entries and approvals (see Importing a tracker workbook). Each row starts at Identified or Reviewing unless you could approve it: only someone who could approve an initiative can import it further along, and that counts as their approval. See Approving value and initiatives.

Can a metric come from a system Roiva doesn't connect to?

Yes. If the system can export a CSV, such as a loan-origination system's monthly report, reshape the export into the metric entries template (Download Template on the import page) with one row per metric per month: the initiative, a metric key, the value and the period. The key can be one Roiva ships, such as financial_services.underwriting.decision_hours (see the Metric registry), or a new one of your own, which also needs its metric_type. Import the file under Entries → Metric Entries → Import. For the before-figure, either import a row with role set to baseline and say how it was measured in baseline_method, or import the months before the initiative started as readings, and Roiva calculates the baseline from them. Roiva doesn't map an export's own columns or fetch a file on a schedule, so each month's figures are a file someone imports. If the system's data reaches Snowflake, Databricks, BigQuery or SQL Server, a metric query reads it every night instead. See Baselines for an initiative that's already live.

Can I export my data?

Yes, in a few ways:

A table — the Export button beside the search and filters on most lists downloads what you're looking at, as CSV or Excel.
Reports — ROI → Reports has the Portfolio Snapshot, the Board Brief and the Value Evidence Register. One initiative's review is in the … menu at the top of its page: Download Review (PDF) or Download Review (PowerPoint).
Everything — Organization Settings → General → Account Export → Export all data (Owners and Admins) builds a ZIP of CSVs covering the whole account. It's deleted after seven days (30 if Roiva staff made it for you), and on a plan with API access Roiva can also deliver it to your own bucket every week (see Your data: exports and deletion). You get a notification when it's ready, and every other Owner is emailed that one was made.

What happens when I delete an initiative?

Deleting (from the … menu on its row in the Initiatives list) removes the initiative and its entries permanently, and records who did it in the audit log. Only an Owner or Admin can, and it's refused while the initiative has any cost or approved value, since deleting it would take them out of portfolio ROI. To stop tracking something without losing its history, Dismiss it once work has started, or Reject it while it's in review. Both need approval rights on the initiative. See The initiative lifecycle.

Who can see which initiatives?

Everyone in an account can see every initiative in it. Two things are restricted: an initiative's SOW and contract documents are visible to Owners, Admins and that initiative's approvers, and raw finance records to Owners and Admins.

Does Roiva have a SOC 2 report?

Not yet. Roiva's SOC 2 Type 2 program with Oneleet started on September 25, 2026. It covers the Security criteria, includes a three-month observation period, and ends in a report from an independent CPA firm. The same engagement includes a manual penetration test every year. Request Roiva's policies and reports through the Roiva Trust Center, which Oneleet hosts; documents are added there as they're ready, the SOC 2 report among them once it's issued. Until the report exists, security@roiva.ai sends Oneleet's engagement letter, answers security questionnaires and vendor reviews, and shares the sub-processor list. The security overview has the rest.

What does Roiva keep from the systems we connect?

Totals, such as a month's ticket count or spend, and the records behind them trimmed to the fields Roiva uses. A ticket's subject and messages, a contact's email and a customer's address are dropped before anything is saved. Some kept fields can still name people, such as a deal's name or the customer on an invoice. What Roiva keeps from each platform lists every platform's fields, and how long they're kept. Owners and Admins can open synced records, as can a finance reviewer an Admin names — inside a month's finance evidence packet, not through the connection pages.

What about health data, HIPAA and BAAs?

Roiva measures with aggregates, such as a month's ticket count or spend, and doesn't need protected health information (PHI) to work. Roiva doesn't sign a business associate agreement (BAA) as standard. A sync drops a ticket's subject and messages, but some fields it keeps are names or free text and could carry PHI if a covered entity connected the system behind them. Among them are deal and opportunity names, the customer on an invoice or a Stripe charge, the payee on a payment, line descriptions, ticket tags, issue summaries, and the values a warehouse metric query breaks a figure down by. So could anything your people type, import or upload. What Roiva keeps from each platform lists every field. If a use would put PHI in Roiva, talk to us at security@roiva.ai before connecting anything. To start without connecting anything, see Aggregate figures only.

Can I use more than one Roiva account?

Yes. Once you've joined more than one, choose Switch Account in the menu under your name at the bottom of the sidebar, then the account.

What can the Assistant do?

It answers questions about your initiatives, ROI and integrations, and about how Roiva works. It can also create and update initiatives, add notes, record costs, value entries and readings, change an initiative's stage and start an integration sync. It asks before recording a cost or a reading, changing a stage or starting a sync. A cost counts as soon as it's recorded. Any value it records is a draft that a person must approve, and it acts with your own permissions, so it can't do anything you couldn't.

Does Roiva train on our data?

No. Your operational data (initiatives, costs, values, metric entries) is never used to train models. The Roiva Assistant uses your data only to answer your own questions in your own context. Your messages, and the data it looks up to answer them, go to Anthropic's API to generate the reply, and Anthropic doesn't train on them either. Answers you pull into your own AI assistant over MCP fall under your organization's agreement with that assistant's provider (see Connecting Claude, Cursor and other AI assistants (MCP)).

How do I report a bug or request a feature?

Choose Contact Support in the help menu (?) at the top of any page, or email success@roiva.ai.