Troubleshooting Guide

Login Problems

1. Verify that you're using the correct email address and password
2. Check if Caps Lock is enabled on your keyboard
3. Clear your browser cache and cookies, then try again
4. Try using a different browser or device
5. Use the "Forgot Password" link to reset your password

Account Locked

1. Wait 30 minutes before attempting to log in again
2. Check your email for account security notifications
3. Contact support if your account remains locked after multiple attempts

Two-Factor Authentication Issues

1. Ensure your device's time and date settings are correct
2. Use the backup codes provided during 2FA setup
3. Contact support if you've lost access to your authentication device

Payment Declined

1. Verify that your card details are entered correctly
2. Ensure your card has sufficient funds and is not expired
3. Check if your card is enabled for online/international transactions
4. Try a different payment method if available

Subscription Not Activated

1. Check your email for payment confirmation
2. Verify that the payment was processed successfully
3. Allow up to 15 minutes for the system to activate your subscription
4. Contact support if your subscription remains inactive after payment

Unexpected Charges

1. Review your subscription details in your account dashboard
2. Check for any add-ons or upgrades that may have been activated
3. Verify the billing cycle (monthly vs. annual) of your subscription
4. Contact support with your invoice number for detailed clarification

Traffic Not Starting

1. Verify that your project is activated and not paused
2. Check that your subscription is active and has available traffic credits
3. Ensure your target URL is accessible and not returning errors
4. Allow up to 30 minutes for traffic to begin after initial setup

Traffic Volume Lower Than Expected

1. Check your daily traffic limits in your project settings
2. Verify that your traffic distribution settings (time of day, geo-targeting) aren't limiting your volume
3. Ensure your subscription plan supports the traffic volume you're expecting
4. Allow 24-48 hours for traffic to stabilize to expected levels

Traffic Not Showing in Analytics

1. Verify that your analytics tracking code is properly installed
2. Check if your analytics platform has filters that might exclude our traffic
3. Ensure your analytics view is configured to show all traffic sources
4. Allow up to 24 hours for analytics data to fully process

Dashboard Not Loading

1. Clear your browser cache and cookies
2. Try using a different browser or device
3. Disable browser extensions that might interfere with the site
4. Check your internet connection and try again

Error Messages

1. Take a screenshot of the error message for reference
2. Note the specific action you were trying to perform
3. Try refreshing the page or logging out and back in
4. Contact support with the error details if the issue persists

Slow Performance

1. Check your internet connection speed
2. Close unnecessary browser tabs and applications
3. Clear your browser cache and temporary files
4. Try accessing the platform during off-peak hours

Authentication Errors

1. Verify that your API key is valid and not expired
2. Ensure you're using the correct authentication method (Bearer token, API key, etc.)
3. Check that your API key has the necessary permissions
4. Regenerate your API key if necessary

Rate Limiting

1. Review the API documentation for rate limit information
2. Implement request throttling in your application
3. Consider upgrading to a plan with higher API limits
4. Contact support if you need temporary rate limit adjustments

Incorrect Response Format

1. Verify that you're using the correct API endpoint
2. Check that your request parameters are properly formatted
3. Ensure you're specifying the correct content type in your requests
4. Review the API documentation for example requests and responses

If you've tried the troubleshooting steps above and still need assistance, our support team is here to help:

Before Contacting Support

1. Gather relevant information about your issue (error messages, screenshots, etc.)
2. Note your account email address and subscription plan
3. Document the steps you've already taken to resolve the issue
4. Be prepared to provide access to your account if necessary

Support Channels

• Email Support: [email protected] (24-48 hour response time)
• Live Chat: Available on the dashboard for Premium and Enterprise customers (business hours only)
• Support Ticket: Submit through your account dashboard for detailed technical issues
• Phone Support: Available for Enterprise customers (scheduled appointments)