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Answers to what comes up most. Still stuck? We're one email away.
How fast we reply
We reply to every email within 7 days, on every plan. Urgent cases get an answer sooner. See how we handle accessibility feedback specifically in our accessibility statement.
What counts as urgent
Put URGENT in the subject line if one of these applies:
- A payment problem: you were charged twice or the wrong amount, or you paid and your plan didn't activate.
- You can't get into your account, and resetting the password doesn't help.
- Monitoring stopped: rescans or digest emails haven't arrived for longer than your plan's rescan interval.
- A security concern: you think someone else has accessed your account.
- An official notice with a deadline (from an authority, a customer complaint or a warning letter), and you need your reports or scan data quickly.
Questions about using the app, feature requests and questions about a specific issue or fix are answered within the usual 7 days.
Common issues
- The scan says the site is unreachable
- We only scan public websites — internal, local, or password-protected addresses are blocked for safety, and a typo in the address is the most common cause. Double-check the URL loads in a normal browser first.
- “Too many scans” on the free scanner
- The free scanner is rate-limited per visitor so it stays available for everyone. Wait a few minutes and try again — or sign up, which lifts the limit for your own monitored sites.
- Some buttons are missing on a site's report (PDF, CSV, share link, full rescan)
- Those are plan features: PDF reports and hiding false positives come with Starter and up; share links, CSV export and full rescans on request with Growth and up. Every plan sees the full issue list and the fix suggestions, and the report names the plan each missing feature comes with.
- The dashboard still shows “Free” right after subscribing
- Activation usually takes a few seconds. Refresh the dashboard; if it's still wrong after a minute or two, email us with the account address.
Still stuck?
Email us at the address below, or see Contact for account-, billing-, and privacy-specific requests.