# Troubleshooting This guide covers common issues and their solutions. If you can't find your answer here, contact support. ## Script Issues [#script-issues] ### RUM Script Not Loading [#rum-script-not-loading] See [RUM Script Installation](/installation/rum-script) for setup instructions. **Symptoms:** * No RUM data appearing in dashboard * Script not visible in Network tab **Solutions:** 1. **Check installation** * Verify script is in `` section * Ensure `data-key` is correct * Confirm `async` attribute is present 2. **Check for blockers** * Disable ad blockers temporarily * Check Content Security Policy headers * Test in incognito mode 3. **Verify domain** * Tracking ID must match your domain * Check for typos in the domain URL 4. **Test locally** * Add `data-debug="true"` to script * Check console for `[VitalSentinel RUM]` messages ### Web Analytics Script Not Tracking [#web-analytics-script-not-tracking] See [Web Analytics Script Installation](/installation/analytics-script) for setup instructions. **Symptoms:** * No pageviews in Web Analytics * Events not appearing **Solutions:** 1. **Same checks as RUM** (above) 2. **Check consent settings** * Default storage is "none" (no persistence) * May need to call `grantConsent()` for returning visitor tracking 3. **SPA navigation** * Verify SPA detection is working * Try `data-spa="true"` explicitly * Or call `trackPageView()` manually ### E-commerce Not Auto-Detecting [#e-commerce-not-auto-detecting] See [Web Analytics](/features/web-analytics) for supported platforms and setup. **Symptoms:** * Platform not detected * E-commerce events not tracked **Solutions:** 1. **Verify platform** * Check `window.VitalSentinelAnalytics.getDebug().ecommercePlatform` * Ensure you're on a supported platform 2. **Platform-specific** * Shopify: Check `window.Shopify` exists * WooCommerce: Check for WooCommerce body classes * Ensure checkout pages are accessible 3. **Timing issues** * Script may load before platform objects * Try adding script after platform scripts ### Script Loads but No Events Fire [#script-loads-but-no-events-fire] **Symptoms:** * Script tag is in the page and the file downloads (200 status) * Network panel shows no beacon requests to `*.vitalsentinel.com` **Solutions:** 1. **Check Content Security Policy** * Add `connect-src https://rum.vitalsentinel.com https://analytics.vitalsentinel.com` (and `script-src` for the script files) * Errors show in browser console as "Refused to connect" / "Refused to load" 2. **Enable debug mode** * Add `data-debug="true"` to the script tag * Console logs every event the script tries to send and any error 3. **Verify the tracking ID** * A typo in `data-key` causes the backend to silently drop events * Re-copy the ID from the domain edit page ### SPA Pageviews Counted Multiple Times Per Navigation [#spa-pageviews-counted-multiple-times-per-navigation] **Symptoms:** * One route change produces two or three pageview events * Bounce rate looks abnormally low **Solutions:** 1. **Disable manual + automatic tracking** * If your code calls `trackPageView()` after route changes and `data-spa` is set to auto, both fire * Pick one: either set `data-spa="false"` and call `trackPageView()` manually, or leave auto-detection on and remove the manual calls 2. **Check the framework router** * Some routers fire `popstate` and `pushState` for the same navigation * Use the framework's "route change complete" hook for manual tracking ### Script Blocked by Ad Blockers [#script-blocked-by-ad-blockers] **Symptoms:** * Some visitors see no events; others see them fine * Console shows "blocked by client" or generic network errors only on certain machines **Solutions:** * Privacy-focused ad blockers (uBlock Origin, Brave Shields) sometimes match `*analytics*` and `*rum*` paths. * Self-hosting the script on your own subdomain can avoid this. Contact support for the self-hosting setup. * Encourage visitors to allowlist your site if ad blocking is suppressing first-party analytics. ### CORS / Preflight Errors in Browser Console [#cors--preflight-errors-in-browser-console] **Symptoms:** * `Access-Control-Allow-Origin` errors when the script tries to send beacons * Events are dropped entirely **Solutions:** * The collector endpoints support CORS for any origin – CORS errors usually mean a corporate proxy or local interceptor is rewriting headers. * Test from a clean network and a clean browser profile. * If the error references a different host (your CDN, your gateway), the issue is upstream of VitalSentinel. ### `data-key` Mismatch Between Staging and Production [#data-key-mismatch-between-staging-and-production] **Symptoms:** * Staging traffic shows up in production analytics, or vice versa * Numbers spike unexpectedly after a deploy **Solutions:** * Each domain in VitalSentinel has its own tracking ID. Add a separate domain for staging and use the staging ID in non-prod environments. * A common pattern is a build-time environment variable (`NEXT_PUBLIC_VS_KEY`) that resolves to the right ID for each environment. ## No Data Appearing [#no-data-appearing] ### RUM Data Missing [#rum-data-missing] **Symptoms:** * Dashboard shows no RUM metrics * Core Web Vitals empty **Timeline:** * Initial data: 15-30 minutes after installation * Full metrics: May take 24 hours for complete picture **Solutions:** 1. **Wait for data** * Visit your site to generate traffic * Wait 15-30 minutes * Refresh the dashboard 2. **Check sample rate** * Default is 1.0 (100%) * If set lower, you need more traffic 3. **Verify script execution** * Check browser console for errors * Enable debug mode * Confirm network requests are sent ### Uptime Data Missing [#uptime-data-missing] See [Uptime Monitoring](/features/uptime-monitoring) for configuration details. **Symptoms:** * No uptime status shown * "No data" message **Solutions:** 1. **Domain accessibility** * Verify domain is publicly accessible * Check for firewall blocking * Confirm DNS is resolving 2. **Check interval** * Wait for at least one check cycle * 5-minute interval = wait 5 minutes 3. **SSL issues** * Invalid SSL may cause check failures * Verify certificate is valid ### CrUX Data Missing [#crux-data-missing] See [CrUX Monitoring](/features/crux-monitoring) for more about how CrUX works. **Symptoms:** * CrUX shows "No data available" **Solutions:** 1. **Traffic requirements** * CrUX requires significant Chrome traffic * Low-traffic sites may not have data 2. **Data availability** * CrUX updates monthly * New sites may take 28+ days 3. **URL specificity** * Try origin-level data instead of URL-level * Popular pages have better coverage ### Synthetic Tests Stuck on "Pending" or "Failed" [#synthetic-tests-stuck-on-pending-or-failed] **Symptoms:** * A scheduled URL never produces a result * Detail view shows "Failed" with no data **Solutions:** * Verify the URL is reachable from public networks. Synthetic runs from VitalSentinel's [monitoring IPs](/others/monitoring-ips), so a WAF block will stop tests from completing. * Lighthouse fails fast on pages that take longer than \~60s to fully load. Check the URL manually in [PageSpeed Insights](https://pagespeed.web.dev) – if PSI fails too, the page is too slow for any Lighthouse runner. * For Custom Pod locations, an outage in a single region can produce one failed run while other locations succeed. Check the per-location tab. ### GSC Connected but Performance Tab Shows Zero Clicks [#gsc-connected-but-performance-tab-shows-zero-clicks] **Symptoms:** * Workspace Integrations shows the Google account as Connected * The GSC overview shows zero clicks/impressions even though the GSC UI shows traffic **Solutions:** 1. **Verify the linked property** * Open the domain edit page and confirm the right GSC property is selected * For Domain properties, the property should match the apex domain; for URL-prefix, it should match the exact host 2. **Wait for the initial sync** * Initial GSC backfill can take up to 24 hours after linking * The dashboard banner indicates whether the first sync has completed 3. **Check date range** * GSC data is delayed 2–3 days. A 24-hour date range may show zeros while a 7-day range shows data. ### GA4 Connected but "No Property Selected" Persists [#ga4-connected-but-no-property-selected-persists] **Symptoms:** * Google account shows Connected on Integrations * Domain edit page GA4 dropdown is empty or doesn't save **Solutions:** * The connected Google account must have at least Viewer access to the GA4 property. Verify in [Google Analytics → Admin → Property Access Management](https://analytics.google.com/). * If the property is owned by a different Google identity, connect that account instead via Workspace Integrations. * After fixing access, click Refresh on the Integrations row to repull the property list. ### Indexing Data Shows "Inspection Unavailable" for Many URLs [#indexing-data-shows-inspection-unavailable-for-many-urls] **Symptoms:** * Many sitemap URLs show "Inspection unavailable" or no status * Indexing dashboard looks sparse **Solutions:** * Google's URL Inspection API is rate-limited per GSC property and shared with anything else that calls it. Coverage of large sitemaps typically fills in over several days as inspections cycle through. * A focused sitemap (priority URLs only) gets full coverage faster than a kitchen-sink sitemap. * If you suspect a stuck integration, reconnect the Google account from Workspace Integrations and let the next sync run. ### Inspector Run Aborted with "URL Validation Failed" [#inspector-run-aborted-with-url-validation-failed] **Symptoms:** * Submitting a URL produces an immediate "URL validation failed" without consuming quota **Solutions:** * The URL must be `http://` or `https://` and resolve to a public IP. Localhost, private IPs (10.x, 192.168.x), and link-local addresses are rejected. * A quota unit is **not** charged for validation failures, only for runs that start. * For private/staging URLs, expose them publicly behind auth or use Synthetic Monitoring with a VitalSentinel allowlist. ### Robots.txt Monitor Reports a Change but the File Looks Identical [#robotstxt-monitor-reports-a-change-but-the-file-looks-identical] **Symptoms:** * Alert fires, you fetch the file, and the contents look unchanged **Solutions:** * The diff is computed on the raw bytes returned to our crawler. Whitespace, BOMs, line-ending changes (CRLF vs LF), or a temporary 5xx returning HTML count as changes. * View the diff in the Robots.txt monitor detail page – the highlighted region tells you exactly what changed. * If the change was a transient server error, it'll self-resolve on the next successful fetch. ### Sitemap Scan Returns 0 URLs [#sitemap-scan-returns-0-urls] **Symptoms:** * "Scan complete – 0 URLs" after a sitemap rescan **Solutions:** * Verify `robots.txt` references a sitemap (`Sitemap: https://example.com/sitemap.xml`) or that the sitemap is at `/sitemap.xml` or `/sitemap_index.xml`. * Sitemap indexes pointing to gzipped sub-sitemaps are supported; pointing to non-XML formats is not. * If the sitemap requires basic auth or is behind a WAF that blocks our [monitoring IPs](/others/monitoring-ips), the fetch fails silently. Allowlist our IPs. ### Uptime Shows "Down" but the Site Loads Fine in My Browser [#uptime-shows-down-but-the-site-loads-fine-in-my-browser] **Symptoms:** * Repeated downtime notifications while the site appears healthy **Solutions:** * Cloudflare, AWS WAF, or geo-blocking can serve a 403/503 to specific IP ranges while a normal request succeeds. Allowlist our [monitoring IPs](/others/monitoring-ips). * The check runs from one or more fixed regions, so an outage in the CDN POP nearest those regions can cause real downtime that's invisible from your location. * Inspect the Uptime detail page for the exact status code and response time of each failed check. ## Performance Issues [#performance-issues] ### Slow Dashboard Loading [#slow-dashboard-loading] **Symptoms:** * Dashboard takes long to load * Metrics loading slowly **Solutions:** 1. **Reduce time range** * Shorter periods load faster * Try "Last 7 days" instead of "Last 90 days" 2. **Browser issues** * Clear browser cache * Try incognito mode * Test different browser ### High Latency in Reports [#high-latency-in-reports] **Solutions:** 1. **Reduce complexity** * Fewer metrics per view * Smaller date ranges 2. **Check connection** * Slow internet affects loading * Try from different network ### Dashboard Cards Stuck on the Loading Skeleton [#dashboard-cards-stuck-on-the-loading-skeleton] **Symptoms:** * One or more cards on the main dashboard never finish loading * Other cards on the same page render normally **Solutions:** * Modules you've hidden in the Customize modal don't fetch, so a stuck card is usually a backend timeout on a single slow query. * Reduce the dashboard time range (e.g., 28 days → 7 days) and reload. Long ranges over many domains hit per-query timeouts first. * If the issue persists, identify which module is stuck (its skeleton has the module name) and report it to support with the workspace and domain ID. ### GSC Deep-Dive Report Doesn't Finish [#gsc-deep-dive-report-doesnt-finish] **Symptoms:** * One of the GSC deep-dive reports (Opportunities, Cannibalization, Clusters, etc.) keeps loading **Solutions:** * These reports run on demand against your GSC dataset and can take a while on large properties. Give it some time before assuming it's stuck. * If it never finishes, the underlying GSC token may have lapsed – check Workspace Integrations for a Reconnect badge and reconnect if needed. * Refreshing the page re-runs the report. ## Alert Issues [#alert-issues] See [Setting Up Alerts](/alerts/setting-up-alerts) and [Notifications](/alerts/notifications) for configuration details. ### Not Receiving Alerts [#not-receiving-alerts] **Symptoms:** * Alerts trigger but no notification * Email not received **Solutions:** 1. **Check email settings** * Verify email is enabled in Email Preferences (Settings → Emails) * Check spam/junk folder * Confirm email address is correct 2. **Check alert configuration** * Verify alert is enabled * Check if "Send email" is enabled for the specific alert * Ensure threshold conditions are correct 3. **Check conditions** * Verify condition is actually met * For Synthetic alerts, check evaluation window settings * View alert history in dashboard ### Too Many Alerts [#too-many-alerts] **Symptoms:** * Alert fatigue * Constant notifications **Solutions:** 1. **Adjust thresholds** * Set more reasonable values * Account for normal variance 2. **For Synthetic alerts, increase evaluation window** * Average over more tests (last 5 or 10) reduces noise * Only alert on sustained issues 3. **Review alert set** * Remove redundant alerts * Disable alerts you don't need ### Alert Keeps Firing and Resolving in a Tight Loop (Flapping) [#alert-keeps-firing-and-resolving-in-a-tight-loop-flapping] **Symptoms:** * The same alert toggles between Triggered and Resolved several times per hour * Inbox fills up with paired notifications **Solutions:** * Increase the evaluation window so a single noisy datapoint can't toggle state. For Synthetic, average over the last 5–10 runs. * Add hysteresis: the resolve threshold should be a few percent better than the trigger threshold so a metric oscillating around the line doesn't flap. * For Uptime, increase the consecutive-failure count required to declare an incident. ### Email Alerts Went to Spam [#email-alerts-went-to-spam] **Symptoms:** * Email is enabled and the alert is triggering, but nothing arrives in the inbox **Solutions:** * Check spam/junk and the "Updates" / "Promotions" tabs. * Add `noreply@vitalsentinel.com` and `alerts@vitalsentinel.com` to your address book or allowlist. * Corporate mail servers sometimes silently quarantine bulk-pattern emails – ask IT to allowlist `vitalsentinel.com` if multiple team members report missing emails. ### Synthetic Alert Fired on a One-off Run [#synthetic-alert-fired-on-a-one-off-run] **Symptoms:** * Single bad Lighthouse run triggered an alert; next run was healthy again **Solutions:** * Synthetic scores naturally vary by 3–5 points from run to run. Set the evaluation window to "average of last 5 runs" or higher so an alert needs sustained badness. * For Core Web Vitals alerts, use a P75-over-N-runs threshold rather than a single-run threshold. ## Integration Issues [#integration-issues] See [Google Analytics](/features/google-analytics) and [Google Search Console](/features/google-search-console) for integration setup. ### Google Account Won't Connect [#google-account-wont-connect] **Symptoms:** * OAuth fails * "Access denied" error **Solutions:** 1. **Permissions** * Ensure you have access to the property * Check you're using the right account 2. **Re-authorize** * Disconnect and reconnect * Grant all requested permissions 3. **Third-party cookies** * Enable cookies for OAuth flow * Try different browser ### Google Data Not Syncing [#google-data-not-syncing] **Symptoms:** * GA4 or GSC data not appearing * Stale data **Solutions:** 1. **Check connection** * Verify integration is connected * Re-authorize if expired 2. **Property linking** * Ensure correct property is linked * GA4 (not UA) for Analytics 3. **Data delays** * GA4: Up to 24 hours * GSC: 2-3 days delay ### "Reconnect" Badge Keeps Coming Back After Re-authorizing [#reconnect-badge-keeps-coming-back-after-re-authorizing] **Symptoms:** * The Workspace Integrations row shows Reconnect, you click and re-authorize, the badge returns later **Solutions:** * Try a full disconnect-reconnect cycle: delete the account from the Integrations list, revoke VitalSentinel from your [Google Account permissions](https://myaccount.google.com/permissions), then re-add the account from Integrations. * If the issue persists, the Google account may have a security policy (Workspace admin policy, MFA requirement) that revokes long-lived tokens. Try a personal Google account to confirm whether the policy is the cause. * If you're still stuck after both steps, contact [support@vitalsentinel.com](mailto:support@vitalsentinel.com) with the affected account email. ### GA4 Data Shows a Different Number Than the GA4 UI [#ga4-data-shows-a-different-number-than-the-ga4-ui] **Symptoms:** * Total users / sessions / events differ between VitalSentinel and the GA4 reports UI **Solutions:** * GA4 applies sampling above certain row thresholds; the API returns sampled estimates. The GA4 UI sometimes uses an unsampled fallback. * For exact figures, refer to GA4 Explorations directly. VitalSentinel matches the GA4 reporting API output, which is what most automated tooling sees. * Date ranges anchored to different timezones (account vs. domain timezone) also produce small deltas. ### GSC Properties Don't Include My Domain [#gsc-properties-dont-include-my-domain] **Symptoms:** * Workspace Integrations is connected; domain edit page GSC dropdown is empty **Solutions:** * The connected Google account must be an Owner or Full user on the GSC property. Verify in Search Console → Settings → Users and permissions. * Domain properties (DNS-verified) and URL-prefix properties (URL-verified) both work, but the property must be verified. * After granting access, click Refresh on the Integrations row to repull the property list. ## Billing & Plan Issues [#billing--plan-issues] ### Stripe Checkout Fails with "Card Declined" [#stripe-checkout-fails-with-card-declined] **Symptoms:** * Checkout returns "Your card was declined" or similar **Solutions:** * Check with your card issuer – many banks block first-time international charges by default. * Try a different card or use a card with international transactions enabled. * For corporate cards, the merchant category code may be on a deny-list; switch to a personal card to confirm and ask your finance team to allowlist Stripe. ### I Downgraded but My Plan Still Shows the Old Tier [#i-downgraded-but-my-plan-still-shows-the-old-tier] **Symptoms:** * After scheduling a downgrade, the workspace still appears on the higher plan **Solutions:** * Downgrades take effect at the **end of the current billing period**, not immediately. The Billing page shows a banner with the scheduled change and the effective date. * To cancel a scheduled downgrade, click **Keep Current Plan** in the banner. * To downgrade immediately, you'd need to cancel and resubscribe – contact support for prorated handling. ### Cancel Subscription Button Is Disabled [#cancel-subscription-button-is-disabled] **Symptoms:** * Cancel Subscription is grayed out on the Billing page **Solutions:** * The most common cause is a payment in a failed state. Resolve it via the Stripe billing portal first, then try cancel again. * If the subscription is already scheduled to cancel at period end, the button is replaced with "Resume Subscription". * For other cases, contact [support@vitalsentinel.com](mailto:support@vitalsentinel.com). ### Failed-Payment Banner Persists After Updating My Card [#failed-payment-banner-persists-after-updating-my-card] **Symptoms:** * You updated your card in the Stripe portal but the workspace still shows "Payment Required" **Solutions:** * Stripe retries the failed invoice on a schedule; the banner clears automatically when the retry succeeds. * Click **Update Payment** in the banner to manually retry the failed invoice immediately. * If the new card is also declined, repeat the steps in [Stripe Checkout Fails](#stripe-checkout-fails-with-card-declined). ### I'm Being Charged in the Wrong Currency [#im-being-charged-in-the-wrong-currency] **Symptoms:** * Invoice currency doesn't match the workspace billing country **Solutions:** * Your billing currency is locked in when the workspace first subscribes. Open the Stripe portal and update the billing country first; the next renewal can be issued in the new currency. * For an immediate currency switch, cancel and resubscribe – contact support to coordinate so coverage isn't interrupted. ## Workspace & Domain Issues [#workspace--domain-issues] ### Can't Delete a Domain [#cant-delete-a-domain] **Symptoms:** * Delete Domain button is disabled or returns "Domain in use" **Solutions:** * The domain may be referenced by an active Report template or alert. Remove those references first, then retry. * The domain may be the linked target of a custom integration. Disable the integration on the domain edit page first. * If neither applies, contact support – domains in unusual states sometimes need manual cleanup. ### Can't Delete Account [#cant-delete-account] **Symptoms:** * Delete Account button shows "Cancel subscription first" **Solutions:** * You own a workspace with an active paid subscription. Either: * **Cancel** the subscription on the workspace's Billing page and let the current period end, or * **Transfer ownership** to another team member from the Members page. * After the workspace is unowned/free, retry account deletion. See [Account Settings](/getting-started/account-security#blocked-deletion-active-subscriptions). ### "Domain Not Accessible" Error When Adding a New Domain [#domain-not-accessible-error-when-adding-a-new-domain] **Symptoms:** * Add Domain returns "We couldn't reach this URL" **Solutions:** * VitalSentinel performs a one-time check from public IPs before adding the domain. Cloudflare, AWS WAF, or country-blocking can deny that initial probe. * Allowlist our [monitoring IPs](/others/monitoring-ips) and retry. * If the domain is private/staging, expose a public route or a sitemap that's reachable from the public internet. ### Invited Team Member Never Received the Email [#invited-team-member-never-received-the-email] **Symptoms:** * The Members page shows the invitation as Pending, but the recipient says they got nothing **Solutions:** * Ask the recipient to check spam/junk and any "Updates" / "Promotions" tabs. * Re-send by deleting the pending invitation and re-inviting (the new email goes out fresh). * For corporate inboxes, ask IT to allowlist `noreply@vitalsentinel.com`. ### Removed a Member but They Still Show "Pending" [#removed-a-member-but-they-still-show-pending] **Symptoms:** * You deleted an invitation, but the row shows up again **Solutions:** * "Pending" is the invitation state, not the user state. Deleting the invitation removes the pending row; if you don't see the change, refresh the Members page. * If the member already accepted the invitation before you removed it, they're a full member – use the row action to remove their access (not just delete the invitation). ## Inspector Issues [#inspector-issues] ### Inspector Quota Exhausted Before Month-End [#inspector-quota-exhausted-before-month-end] **Symptoms:** * Run inspection button is disabled with "Quota exhausted" **Solutions:** * The quota chip in the top-right shows the reset date. The cycle anchors to your workspace's activation day, not the calendar 1st. * To run more tests this cycle, upgrade the workspace plan – the new quota takes effect immediately. * A test counts as one quota unit even if individual checks failed; URL-validation rejects do not count. See [Inspector Quota](/inspector/introduction#quota). ### CrUX Check Returns "no\_data" Inside Inspector [#crux-check-returns-no_data-inside-inspector] **Symptoms:** * Inspector completes but the CrUX section says "no\_data" **Solutions:** * This is not an error – it means Google doesn't have enough Chrome traffic for the URL or origin to publish CrUX data. * Try the origin URL (e.g., `https://example.com/`) instead of a deep page – origin-level data has broader coverage. * Low-traffic sites may never have CrUX data. Use RUM for the same metrics from your real visitors. ### WHOIS Check Fails for My TLD [#whois-check-fails-for-my-tld] **Symptoms:** * Inspector reports "WHOIS check failed" or shows nothing for the registrar **Solutions:** * Several country-code TLDs (e.g., `.eu`, `.de`, `.uk`, `.jp`) don't expose public WHOIS due to privacy regulations. The check fails by design – see the supported list in [Uptime Monitoring](/features/uptime-monitoring#supported-tlds). * This doesn't affect your Inspector Score's other pillars. ### Inspector Score Lower Than Expected for a Fast Page [#inspector-score-lower-than-expected-for-a-fast-page] **Symptoms:** * The page is genuinely fast, but Inspector Score is in the 60s or 70s **Solutions:** * Inspector Score combines five pillars: Performance, SEO, Security, Infrastructure, Availability. A fast Lighthouse run can still drop the score if SSL is expiring soon, the SEO snapshot is missing meta tags, or robots.txt blocks the URL. * Open the Issues panel – it lists the exact findings with severity and category, so you can see which pillar dragged the score down. See [Inspector Score](/inspector/inspector-score) for the formula. ## Account Issues [#account-issues] ### Can't Log In [#cant-log-in] **Solutions:** 1. **Password reset** * Use "Forgot password" link * Check email for reset link 2. **2FA issues** * Use backup codes * Contact support for recovery 3. **Email verification** * Check for verification email * Resend verification ### Locked Out of Account [#locked-out-of-account] **Solutions:** 1. **Wait and retry** * Too many attempts triggers lockout * Wait 15-30 minutes 2. **Password reset** * Reset password to unlock 3. **Contact support** * If persistent issues ### Lost 2FA Device with No Backup Codes [#lost-2fa-device-with-no-backup-codes] **Symptoms:** * Authenticator app is gone, backup codes can't be found **Solutions:** * Contact [support@vitalsentinel.com](mailto:support@vitalsentinel.com) from your account email. Recovery requires identity verification and is handled manually – plan on at least one business day. * After recovery, immediately re-enable 2FA and store the new backup codes in a password manager. ### Verification Email Never Arrives [#verification-email-never-arrives] **Symptoms:** * After signup or password reset, no email lands in the inbox **Solutions:** * Check spam/junk and the "Updates" / "Promotions" tabs. * Click "Resend verification" / "Resend reset email" on the login page. * Add `noreply@vitalsentinel.com` to your address book. * For corporate inboxes, ask IT to allowlist `vitalsentinel.com`. ## Still Need Help? [#still-need-help] If you can't resolve your issue: 1. **Check FAQs** - [FAQ Page](/help/faq) 2. **Contact Support** - Through the in-app support widget 3. **Email** - [support@vitalsentinel.com](mailto:support@vitalsentinel.com) When contacting support, include: * Domain name * Browser and version * Steps to reproduce * Screenshots if applicable * Error messages ## Related [#related] Frequently asked questions Technical terms explained Data collection and privacy information