Troubleshooting

I cannot sign in

Work through these in order.

• Is it the right address? If a colleague set your account up, it may be a different one from the one you use day to day.
• Use Forgot password. It emails a six-digit code. Codes expire, and requesting a fresh one always works.
• Half-finished email change? If you started changing your address and never entered the code, the old address is still the one that signs in. See changing your email.
• Signed out unexpectedly? Changing your password signs out every other session, by design. Sign in again with the new one.

Everything says I need a plan

The map, search, properties and watchers all need an active subscription. If you are being sent to the plan picker, one of these is true: the trial ended, a payment failed, or the subscription was cancelled.

Billing says which. A past due badge means a card failed and needs updating in the Stripe portal. Nothing has been deleted in the meantime: watchers, properties and history all come back when the plan does.

Just after checkout the plan takes a few seconds to activate. The page waits for it. If it is still finalising, reload once.

My daily digest did not arrive

Most often this is correct behaviour rather than a fault: nothing caught means nothing sent. For a watcher, open it and page to yesterday. For the property digest, check My Properties sorted by Recently changed, and confirm the places you expected are actually toggled to Watch.

If there were matches and no email came, the full checklist is on the digest page. In short: active plan, confirmed email address, and your spam folder.

My watcher is not catching anything

Open the watchers page. The chart at the top is the whole territory, unfiltered, and the card below is what your watcher catches. Comparing the two tells you which of three things is happening.

Busy chart, flat card

Your filters are the reason. The most common causes are a value range excluding records that carry no value at all, and a signal selection that is narrower than you remember.

Flat chart too

The region itself was quiet. Weekends and holidays are genuinely near-empty in most jurisdictions, which is why the sparkline covers fourteen days rather than seven.

Never caught anything at all

Check whether the signals you picked are actually live in those regions. Anything marked limited in the builder is wired up and has not fired there yet. The coverage box on the map lists what is live in a region.

Also worth knowing: editing a watcher's filters re-counts its whole history, not just from now on. A watcher that looks like it has gone quiet for a fortnight may simply have been narrowed.

An address does not come up

Each answer means something specific, and the full list is under search outcomes. The three worth repeating:

• "We could not place it." The line did not resolve to a single address. Add a house number, or pick one of the suggestions offered when you press Search.
• "Nobody has looked at this before." Not an error, and not a failure. We are asking the region live and it takes a few seconds.
• "That region cannot be searched by address." Some regions publish parcels that can only be asked for by parcel number. The region is still covered and still on the map; a cold address is what does not work there.

A unit number is worth dropping if the first attempt misses. Many county systems hold the building line and not the individual unit.

The Activate button is not offered

Where a property cannot be looked up, the page says so instead of failing on the press. Two reasons, and the message names which.

• No source in that region can be queried yet. Its feeds run and its records appear, but nothing there answers a direct question about one place.
• The property carries no parcel number and no address that identifies it on its own. There is no way to ask a region about it.

If you are at your allowance instead, the button says that too. It renews every month on the day your subscription started, and we can raise an account without waiting for that.

A property I know well shows nothing

First: has it been activated? An unactivated property deliberately shows no record list, because until somebody asks, what we hold is whatever a routine poll happened to deliver.

If it is activated and still empty, the page says how many sources were asked in that region. That is the honest statement: those sources hold nothing at that address. It does not mean the jurisdiction holds nothing, and where we cover a region thinly it will read as thin.

If you know a specific record exists and we do not have it, tell us the address and what you expected. That is the most useful thing anybody sends us, because it usually points at a feed we should be reading and are not.

The map will not draw

The map loads a mapping SDK from Apple, and a corporate proxy, a strict content blocker or an offline moment can stop it.

Everything has a second path: the region dropdown picks a region, the coverage box answers by name, and the day view, chips and feed all work without it. If the map is persistently blank on a normal connection, tell us the browser and any extensions.

Two screens disagree about a count

Usually a day boundary. Everything in the product uses UTC days: the digest, the day stepper and the histogram all describe the same twenty-four hours, which is not the same as your local day. On the west coast, an evening filing lands on the next UTC day.

The other common one is the watchers page, where the chart at the top is the whole territory and the cards are each watcher's own catch. Those are deliberately different numbers, and the gap between them is the useful part.

Sending us something we can act on

Email [email protected]. The things that let us answer immediately rather than asking you questions:

• The address or the region, and the watcher name where one is involved.
• The day, if it is about something that should or should not have appeared.
• The URL you were on. Views carry their region, day and filter in the link, so it reproduces exactly what you were looking at.
• What you expected, particularly if it is a record you know exists.

For anything about payment, invoices or a plan change, say which and we will handle it directly rather than sending you round the Stripe portal.