Captcha does not appear

If signup or contact forms ask you to complete a captcha but no challenge appears:

• Disable content blockers for the site.
• Allow Cloudflare challenge scripts in the browser.
• Try a normal browser window instead of private browsing.
• Refresh the page and try again.

If the issue continues, contact support and include your browser, device, and the page where the challenge failed.

Asked to sign in again

The app should keep you signed in between visits. If you are repeatedly asked to log in:

• Confirm you are not using private browsing.
• Check whether your browser clears cookies or site data on close.
• Make sure you are using the same domain each time.
• Sign out and sign back in once to refresh the session.

Upload or video processing is stuck

Automatic tracking depends on processed video metadata. If setup or cost estimates fail, wait for the video to finish processing, then reload the project.

If the video has no known duration, save valid match segments or reprocess the upload before submitting.

Cost estimate looks wrong

The estimate uses saved match segments first. If no segments are saved, it uses the full video duration.

If the estimate is higher than expected:

• Check whether the full video includes warmup, breaks, or unused footage.
• Save only the match segments you want tracked.
• Reload the tracker project and estimate again.

Not enough tokens

If the automatic tracking confirmation says your balance is too low, open the token shop and buy more tokens. Return to the project after checkout and submit again.

Project returned with an error

Open the project and read the Action needed banner. Make the requested fixes, then choose Resubmit for review.

If the error note is unclear, contact support with the project name and a short description of what you tried.

Contacting support

Include the following when reporting a problem:

• Account email.
• Project name.
• Video name.
• What you clicked before the issue appeared.
• Any visible error message.
• Browser and device.