> ## Documentation Index
> Fetch the complete documentation index at: https://docs.osint.ly/llms.txt
> Use this file to discover all available pages before exploring further.

# Incident and troubleshooting

> Diagnose and resolve common user-facing issues quickly.

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

<CardGroup cols={3}>
  <Card title="Search issues" icon="magnifying-glass">
    No results, missing cards, or partial tabs.
  </Card>

  <Card title="Monitoring issues" icon="bell">
    Missing alerts, delayed runs, or channel delivery problems.
  </Card>

  <Card title="Access issues" icon="user-lock">
    Login problems, workspace visibility, or role restrictions.
  </Card>
</CardGroup>

***

## Fast triage checklist

<Steps>
  <Step title="Identify scope">
    Confirm whether the issue affects one user, one workspace, or multiple workspaces.
  </Step>

  <Step title="Confirm reproducibility">
    Retry with the same query/target and same settings to verify consistency.
  </Step>

  <Step title="Capture IDs and timestamps">
    Collect search ID, monitor ID, and approximate timestamp with timezone.
  </Step>

  <Step title="Check plan and permissions">
    Validate plan entitlements and workspace role before deeper debugging.
  </Step>
</Steps>

***

## Common issues

<AccordionGroup>
  <Accordion title="Search returns no data" icon="circle-question">
    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
  </Accordion>

  <Accordion title="Expected panel is missing" icon="table-cells-large">
    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
  </Accordion>

  <Accordion title="Credits consumed faster than expected" icon="coins">
    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
  </Accordion>

  <Accordion title="Missing monitoring alerts" icon="triangle-exclamation">
    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
  </Accordion>

  <Accordion title="Access or auth issues" icon="key">
    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
  </Accordion>
</AccordionGroup>

***

## 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

<Tip>
  Support is faster when reproduction steps are deterministic and include the exact input type used.
</Tip>

***

## Where to escalate

* Product support: [osint.ly/support](https://osint.ly/support)
* Community channel: [osint.ly/community](https://osint.ly/community)
* Sales/support for subscription or limit issues: [osint.ly/support/sales](https://osint.ly/support/sales)
* Technical documentation: [docs.osint.ly](https://docs.osint.ly)