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Use this runbook when behavior is not matching expected results on search, monitoring, credits, or access.

Search issues

No results, missing cards, or partial tabs.

Monitoring issues

Missing alerts, delayed runs, or channel delivery problems.

Access issues

Login problems, workspace visibility, or role restrictions.

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Fast triage checklist

1

Identify scope

Confirm whether the issue affects one user, one workspace, or multiple workspaces.
2

Confirm reproducibility

Retry with the same query/target and same settings to verify consistency.
3

Capture IDs and timestamps

Collect search ID, monitor ID, and approximate timestamp with timezone.
4

Check plan and permissions

Validate plan entitlements and workspace role before deeper debugging.

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Common issues

Validate these points in order:
  • Selected input type matches the target format
  • Query has no hidden typo, invalid prefix, or malformed separator
  • Plan includes expected providers for this search type
  • Search options did not disable required leak/provider categories
Panels appear only when all conditions are met:
  • Search type supports the panel
  • Plan includes the required source
  • Returned payload contains matching fields
  • Panel toggle is enabled in display settings
Check:
  • Number of successful search executions launched
  • Monitoring frequency and active monitor count
  • Team credit priority path (bank -> owner -> member)
  • Whether users are launching new searches instead of reopening history
Verify:
  • Monitor is active and frequency is correct
  • Notification channel is configured (email or Discord webhook)
  • Destination inbox/channel is available and not filtering alerts
  • Alert status was not already set to resolved during workflow handling
Try:
  • New login session with the same provider
  • Browser cleanup (cache/cookies) and retry
  • Role check in team workspace (owner vs member)
  • Private window test to isolate extension/session conflicts

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Escalation package

When contacting support, include:
  • Workspace name and user email
  • Search ID and/or monitor ID
  • Timestamp and timezone
  • Exact steps to reproduce
  • Screenshot of visible error state
Support is faster when reproduction steps are deterministic and include the exact input type used.

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Where to escalate