Common Issues and Solutions

Search Issues

No results found

If your search returns no results:

• Check spelling - Ensure your query is spelled correctly
• Try variations - Use different formats (john.doe@ vs jdoe@)
• Remove filters - Filters may be too restrictive
• Use wildcards - Try *@domain.com instead of exact matches

Search is slow

Search performance can be affected by:

• Wildcard position - *keyword is slower than keyword*
• Too broad queries - Very common terms return massive results
• Peak usage times - Try again during off-peak hours

Results seem incomplete

Some reasons results might be limited:

• Plan limits - Free plan shows redacted content
• Date filters - You may be filtering out older breaches
• Index updates - New breaches take time to be indexed

Login Issues

Can't log in

1. Double-check your email address
2. Ensure caps lock is off when typing password
3. Try the "Forgot Password" link to reset
4. Clear browser cookies and try again

2FA code not working

• Time sync - Ensure your phone's time is set automatically
• Wait for new code - If a code just expired, wait for the next one
• Use backup code - Try one of your backup codes instead
• Check the app - Make sure you're looking at the correct account

Account locked

After too many failed login attempts, your account may be temporarily locked. Wait 15 minutes and try again, or contact support for immediate unlock.

Quota and Billing Issues

Unexpectedly hit limits

If you're hitting limits faster than expected:

• Check API usage - Automated tools may be making many requests
• Review sessions - Someone else may have access to your account
• Content views count - Each result detail view uses quota

Payment failed

1. Verify card details are correct
2. Ensure sufficient funds/credit
3. Check if your bank is blocking the charge
4. Try a different payment method

Subscription didn't upgrade

If payment went through but plan didn't change:

1. Log out and log back in
2. Clear browser cache
3. Check Settings > Subscription for current status
4. Contact support with payment confirmation

API Issues

401 Unauthorized errors

• Verify API key is correct
• Check the Authorization header format: Bearer YOUR_KEY
• Ensure your plan includes API access
• Check if the key was revoked

429 Rate limit errors

• Check your remaining quota with GET /v1/quota
• Implement exponential backoff in your code
• Reduce request frequency
• Upgrade plan for higher limits

Timeouts

For timeout errors:

• Reduce per_page parameter
• Add more specific filters
• Retry with exponential backoff

General Issues

Page not loading

1. Check your internet connection
2. Try a different browser
3. Disable browser extensions
4. Clear cache and cookies

Features missing

Some features require specific plans. Check your current plan in Settings > Subscription to see what's included.

Getting More Help

If you can't resolve your issue:

1. Check our status page for any ongoing incidents
2. Search this help center for related articles
3. Contact support with details about your issue

When contacting support, include:

• Your account email
• What you were trying to do
• Any error messages you saw
• Steps you've already tried