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Troubleshooting

Most issues fall into one of four categories: account access, missing data, imagery quality, or a service problem.

I did not receive a password email​

  1. Confirm the email address and spelling.
  2. Check spam, quarantine, and mail forwarding rules.
  3. Request a fresh link from /reset-password.
  4. If the message still does not arrive, ask your workspace administrator to verify the account and email delivery.

The link may have expired, already been used, or been altered by a mail security scanner. Request a new link and complete the form in one session without refreshing.

I can sign in but see no data​

Confirm that you are using the correct application URL and account email. Then check your workspace role, date filters, and map extent. A viewer may have read access but not access to every operational action.

An alert has no useful imagery​

Check the acquisition date, cloud cover, and whether the requested area falls inside the available scene. Mark the review as inconclusive when evidence is insufficient; do not treat missing imagery as proof that no change occurred.

A page is slow or fails to load​

Refresh once, narrow the date range, and reduce the map area if possible. If the issue persists, record the page, approximate time, filter values, and any visible error message before contacting your administrator.

What to include in a support request​

  • Workspace name and your role.
  • Page or workflow where the issue occurred.
  • Approximate time and timezone.
  • Alert, supplier, or run identifier if relevant.
  • Screenshot of the error with sensitive information removed.

Never include a password, reset token, API key, or session cookie.