Account

FAQ & Troubleshooting

Resolve common issues with scans, domain verification, billing, Compass AI, and widgets.

This page answers common questions and helps you resolve typical issues when using The Credibility Compass.

Scans & Results

My scan won't start

If a scan fails to start or feels "stuck":

Check that the URL is valid and publicly reachable.
Make sure you haven't hit your plan limits or free scan limits for the day.
If you're using a brand-specific scan, confirm that the brand and domain are set up correctly.
Try again in a few minutes in case of a temporary spike in load.

If the issue persists, note the time, the URL you tried to scan, and any error message shown, then contact support.

I don't see my latest changes in the report

Sometimes it can take a little time for changes on your site to propagate through caches and CDNs.

Try this:

Open your page in a private/incognito window to confirm your changes are live.
If your site uses heavy caching, wait a few minutes and try again.
Run a fresh scan (not just reopening an old report).

If you still see outdated content, double-check that you're scanning the exact URL where the new version is published.

Why do two scans of the same page show different scores?

Scores can change between scans because:

You or your team made changes to the page.
External factors (like availability of resources) changed.
We improved or adjusted detection rules in the engine.

Treat scores as a guide, not an absolute number. Focus on the list of issues and improvements over time rather than a single score.

Brands & Domains

My domain won't verify

If verification fails:

Double-check that you copied the verification token exactly as shown.
For DNS:
Verify that the TXT record is added to the correct domain.
Allow some time for DNS propagation (can take up to an hour in some cases).
For HTML file:
Confirm the file is uploaded to the correct path (usually the root of your site).
Open the file in your browser to ensure it's accessible.
For meta tag:
Make sure it's inside the <head> section of your HTML.

After performing these checks, click "Check Verification" again. If it still fails, share screenshots or details with support.

I accidentally added the wrong entry as "own" instead of a saved brand

You can usually:

Edit the brand and remove the incorrect domain.
Re-add it as a saved brand for comparison if needed.

If you can't edit it because of plan or data constraints, contact support with the brand name and the domain that needs to be changed.

Plans, Billing & Limits

I'm getting errors about limits or quotas

You may see messages if you reach:

The maximum number of scans per day or per month.
The maximum number of brands or domains for your plan.
Free scan rate limits for your IP or URL.
Insufficient purchased scan credits for authenticated scans.

In these cases:

Wait until the next reset window (e.g., the next day for daily limits).
Review your current plan in the billing section.
Consider upgrading to a plan with higher limits if you need more capacity.
Buy scan credit packs to continue immediately without waiting for plan reset.

I got "Insufficient scan credits"

This means your scan request needs more capacity than what is currently available.

What to do:

Open your account profile and check:
Included scan quota remaining
Purchased wallet balance
Buy a scan credit pack and try again.
For large/bulk scans, reduce scope (fewer URLs) if needed.

Notes:

Single-page and bulk scans can both be blocked when capacity is insufficient.
Bulk scans may also recheck capacity while running.

I was charged but don't see my upgraded plan

If you've completed checkout but your plan still looks unchanged:

Refresh the page and sign out/in again.
Check the billing section for your current plan and next renewal date.
Allow a short time window in case the payment provider or webhook is delayed.

If it still looks wrong, contact support with:

The email associated with your account.
The plan you upgraded to.
The date and approximate time of payment.

I bought scan credits but my balance did not update

If your payment is successful but the wallet doesn’t update immediately:

Refresh the page.
Open the account profile again and check recent credit transactions.
Wait a short moment in case payment verification/webhook processing is delayed.

If it still does not update, contact support with:

Account email
Purchase time
Payment/order reference (if available)

Account & Access

I can't log in

If you're having trouble logging in:

Confirm you're using the correct email address.
Use the "forgot password" flow if available.
Check for typos in your email or password.
If you’re using a social login, make sure you're using the same provider you used during signup.

If all else fails, contact support and include:

The email you’re trying to use.
Any error messages you see.

I don't see certain features (like campaigns or UX insights)

Some features may:

Be available only on specific plans.
Require that your account has access (e.g., beta features).
Depend on having at least one verified brand.

Check:

Your plan in the billing section.
Whether the brand you're viewing is verified.

If the feature should be available but isn't, reach out to support.

Compass AI & MagnetHub

Chat returns "chat disabled" or does not respond

Confirm chat is enabled for the selected brand.
Confirm you're using the correct site/verification token for that brand.
Check whether brand daily chat quota is exhausted.
Check whether account usage capacity/credits are available.

See: Compass AI

Lead magnet claim/download fails

Confirm the lead magnet is enabled and has a valid uploaded asset.
If link is expired/invalid, start a fresh claim flow and use the latest email link.
If users can claim but download fails, test in the same browser session (guest access can rely on short-lived auth context).
Check for temporary anti-abuse rate limits on repeated claims.

See: MagnetHub

Getting Help

If you run into a problem that isn't covered here:

Look for contextual help or tooltips in the product.
Re-check the relevant pages in this User Guide:
Getting Started
Brands, Domains & Verification
Page & Site Analysis
Plans, Billing & Limits
Contact support with:
A short description of what you were trying to do.
Any error messages or screenshots.
The URL you were on when the issue happened.

Notes on Fair Use & Evolving Docs

The Credibility Compass is being built by a small, bootstrapping team that is improving the product and documentation in parallel.

A few things to keep in mind:

Some details in the docs may change slightly as we ship new features or refine flows.
We apply reasonable limits and rate controls to keep the service healthy for everyone.
We reserve the right to slow down or block clearly abusive or automated usage that hurts other customers.

If something seems off or you need higher limits, please reach out via the support widget or official contact channels and we’ll take a closer look.