Troubleshooting

#"I never got the verification email"

There isn't one. Registration is self-serve and the account is active the moment it is created — no verification link, no admin approval.

If you cannot sign in, it is a password problem or you already have an account on that address. Use Forgot password; the reset link is valid for an hour. If that email has not arrived after a retry and a look in the spam folder, write to support — that would be a deliverability problem worth knowing about.

#"It says my plan doesn't include this"

The tool is not on your current plan. Free carries the Lookups tools and the AI assistant; Recall, Telegram, Exposure, replay and alert rules are on the paid plans. The upgrade lives at /account → Overview — though while the Overview says payments are not open yet, the paid plans cannot be bought at all, and no amount of asking changes what the current plan includes.

#"It says I hit a monthly limit"

You are on a plan that includes the tool and have spent this month's allowance. Allowances reset on the 1st of each month, UTC. There is no manual reset before then; a higher plan raises the ceiling. See Plans, limits and billing.

Check /account → Usage to see which meter ran out — it is not always the one you expect.

#"It stopped me but I have plenty of allowance left"

That is the rate limiter, not the quota. Requests are capped per minute as well as per month. Wait a moment and try again.

#"The map is empty over a region"

Check the layer's row in /view — a feed that is failing says so (unreachable, or degraded when an upstream is partly answering).

If the feed is healthy, the honest answer may be that nothing there is broadcasting. Every layer shows what publishes itself; see reading the map honestly.

#"I can't zoom in any further"

Guests are capped at zoom level 10. A free account lifts it.

#"A lookup returned nothing"

Distinguish two cases. A tool that errors failed — the message says so, and retrying is reasonable. A tool that succeeds with an empty result is telling you something: no certificates for that name, no threat reports for that address, no match on those sanctions lists. Empty is an answer, and it is usually the answer to a narrower question than the one you asked. The Lookups page says what each tool's silence means.

#"Telegram disconnected itself"

Telegram ends sessions periodically, and immediately if you revoke it from your own device's active-sessions list. Reconnect from the Telegram panel — nothing you have already indexed is lost.

#"I lost my 2FA device"

Use a recovery code. If you have none left, this needs support: there is no self-serve two-factor bypass, because a bypass anyone could use is not a second factor. Expect to be asked to prove the account is yours.

#"How do I cancel?"

/account → Overview → Manage billing opens Paddle's portal; cancel there, any time. Cancelling stops the next renewal and does not refund the current period. (While payments are not open yet, nobody holds a paid subscription — so there is nothing to cancel until they are.)

#"I want a refund"

Fourteen days, no questions asked, on any purchase or renewal. Email support@exointel.watch from the account's address. It is handled by a person, not automatically.

#"Is there an API?"

Not a published one. The product's endpoints exist and are authenticated by your browser session, but there are no API tokens, no documented contract and no stability guarantee — alert rules are documented here only because they have no interface at all yet. If you need programmatic access, ask support what is realistic.

#"Is there a mobile app?"

No. It is a responsive web app and works in any modern mobile browser. There is nothing to install and no app-store listing.

#Still stuck

• In-app chat — the Support app, signed in
• Telegram — @exointel_support_bot
• Email — support@exointel.watch

Money, account access and security always reach a human.