It puts in order the things you can check yourself before writing to us, and tells you what to send if you do have to write.
Who is this for
- Anyone who notices something is not working as expected
Prerequisites
- Access to the URL or change in question
Step-by-step
- No baseline is formed
Is the URL active? Does the address open in a browser without asking for a login? The page may be blocking bot traffic. Look at the error message on the latest snapshot record.
- No notification arrives
The URL may have been paused after five consecutive failures. The frequency may be manual. The change may have been discarded as noise in the verification scan — in that case the change record still appears in the list.
- Too many notifications
Mark the regions that keep changing (carousels, ads, counters, cookie banners) as ignored regions. Lower the frequency. Lengthen the grouping window.
- The same change repeats
As long as a change stays in the new state the baseline does not advance and it is detected again on every scan. Close it with “Reviewed” or “Ignore”.
- Still not solved?
Write with the URL, the link to the change or snapshot, and what you expected. The diff link alone resolves most cases for us.
Operational outputs
- A URL whose root cause has been identified
- A lasting setting for the noise source (an ignored region or the frequency)
Plan availability
- Support is by email on every plan
- Paid plans are answered first
Limits and guardrails
- We cannot fix a breakage on your client’s site; we give you detection and evidence
- Records whose retention has expired cannot be recovered
Expected outcome
- The source of the problem is found
- The same problem does not repeat
Troubleshooting paths
- For anything that looks wrong, first look at the status of the latest snapshot
- In notification problems, check whether the URL is paused
- For noise, an ignored region is the first thing to try
Where to start
Answer the questions in order; the first “yes” is the one you are looking for.
Yes: no baseline — Check that the URL is active, that the address opens in a browser and that it does not ask for a login. The error message on the latest snapshot record usually says why.
No: continue — There is a baseline; the problem is on the scan or notification side.
Yes: no notification — Check whether the frequency is manual and whether the URL was paused after five consecutive failures. If the change appears in the list but no notification arrived, it was discarded as noise in the verification scan.
No: continue — Notifications are arriving; the problem is probably the number of them.
Yes: noise — Ignore regions that keep changing (up to 10 per URL), lower the scan frequency or lengthen the grouping window.
No: continue — There is no noise; check for a repeat of the same change.
Yes: change not closed — The baseline does not advance while a change stays in the new state. Close it with “Reviewed” or “Ignore”.
No: write to us — Write with the URL, the diff link and the result you expected; we will take it from there.