Troubleshoot search, downloads, and payments
What to try when a search fails, an export stalls, or billing looks out of date.
A search is unavailable
Retry the same search. If it completes with no matches, try a broader location or related category.
An export is still processing
Refresh Exports to check its status before creating another job. Larger files may take longer. If a completed download link expires, request a fresh one from the export details.
Payment or credits have not updated
Refresh Billing and Usage and check the payment in Stripe's billing portal. Do not pay again just because a confirmation message is missing.
Trouble signing in
Use your account email and the most recent sign-in code. Check your spam folder if the message does not arrive.
Contact support
Email [email protected] with your account email, export ID if relevant, and a description of the problem. Never send sign-in codes, passwords, or card details.