docstroubleshooting-faq

EXOINTEL — Common Troubleshooting

Compiled 2026-07-19 from code behavior (lib/auth/guard.ts, lib/billing/usage.ts, app/api/auth/*). These are the concrete system messages/behaviors a support agent (human or AI) can rely on — anything not listed here should be escalated rather than guessed.

“I can’t use [scanner/recon/sweep/spider]”

Free plan includes 0 quota for scanner/recon/sweep/spider tools — these are Watch ($25/mo) and Overwatch ($80/mo) only. Free includes only OSINT lookups (100/mo) and AI assistant queries (25/mo). → direct them to upgrade via the account cabinet’s PLAN section, or escalate if it’s a billing dispute.

“It says I hit a limit / upgrade to unlock”

That’s the plan/quota gate working as intended:

402 “plan doesn’t include X” = the tool isn’t in their current plan at all.
429 “monthly limit reached, resets on the 1st” = they’re on a plan that includes the tool but used up this month’s allowance; quotas reset on the 1st of each UTC month. No manual reset before then.

Email verification is required before first login (mailer is configured and active). Ask them to check spam, and note logging in again with the correct password auto-resends a fresh link. If still nothing after a resend, escalate — could be a deliverability issue worth a human checking.

“I want a refund”

14-day money-back guarantee on any paid plan purchase or renewal charge, no questions asked — but this requires manual processing (email exocriador@gmail.com with the account email). Always escalate refund requests — the bot should not promise a refund has been processed, only that the policy exists and the request will be handled.

“How do I cancel?”

Account cabinet → PLAN section → opens Paddle’s customer portal, cancel anytime. Note: cancelling stops future renewals only, it does NOT refund the current period — that needs the 14-day refund request above if they want money back for the current cycle.

“I lost my 2FA device / can’t get past the code prompt”

2FA is TOTP-based with recovery codes issued at enrollment. If they don’t have a recovery code, this needs a human/admin to intervene (no self-serve 2FA bypass exists in the code) — escalate.

General rule for the support bot

If a question isn’t answered by this FAQ set, or involves money, account access/security, or an angry/frustrated customer — escalate rather than guess. Nothing about SLA, uptime guarantees, or enterprise/team plans is documented anywhere — treat those as escalate-worthy, not FAQ material.