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Knowledge Base
Troubleshooting

Common Issues & Solutions

Quick solutions to frequently encountered problems

Overview

This guide covers the most common issues users encounter and provides quick solutions for each.

Scanning Issues

Scan Won't Start

Problem:

  • Model name added but scan not starting
  • Status stuck on "Pending First Scan"
  • No scan activity

Solutions:

  1. Wait up to 24 hours (first scan takes time)
  2. Verify model name is active
  3. Check account is verified
  4. Verify payment method on file
  5. Try manual scan trigger
  6. Contact support if still stuck

Prevention:

  • Ensure account fully verified
  • Check payment method valid
  • Add model name correctly
  • Confirm plan is active

No Scan Results

Problem:

  • Scan completed but no results
  • Dashboard shows 0 detections
  • No content found

Solutions:

  1. Check model name spelling
  2. Add name variations
  3. Verify content is indexed
  4. Wait for indexing (can take days)
  5. Try manual scan
  6. Check plan includes scanning

Why This Happens:

  • Content not indexed yet
  • Model name not found on platforms
  • Content removed already
  • Scan error occurred
  • Plan doesn't include scanning

Scan Takes Too Long

Problem:

  • Scan exceeds 4 hours
  • Still showing "Scanning..."
  • No results yet

Solutions:

  1. Check progress in dashboard
  2. Verify internet connection
  3. Refresh page
  4. Wait a bit longer (normal: 1-4 hours)
  5. Try manual scan
  6. Contact support if over 24 hours

Normal Duration:

  • Typical: 1-2 hours
  • Maximum: 4 hours
  • If longer: May be issue

Detection Issues

False Positives

Problem:

  • Results that aren't your content
  • Similar but different creator
  • Misidentified content

Solutions:

  1. Click detection
  2. Select "Not My Content"
  3. Provide reason
  4. Submit feedback
  5. Helps improve detection

Why This Happens:

  • Similar model names
  • Similar appearance
  • Metadata confusion
  • Indexing errors

Missing Content

Problem:

  • Know content exists but not detected
  • Content on platform but not found
  • Scan missed something

Solutions:

  1. Report missed content
  2. Provide URL
  3. Add name variations
  4. Try manual scan
  5. Contact support

Why This Happens:

  • Not indexed yet
  • Name variation not added
  • Platform not monitored
  • Search engine limitation
  • Content hidden

Takedown Issues

Takedown Rejected

Problem:

  • Takedown request denied
  • Platform rejected submission
  • Content still there

Solutions:

  1. Review rejection reason
  2. Gather better evidence
  3. Correct any errors
  4. Address platform concerns
  5. Resubmit with improvements
  6. Contact support for help

Common Rejection Reasons:

  • Insufficient evidence
  • Content not found
  • Copyright claim invalid
  • User dispute
  • Platform policy

Takedown Stuck Pending

Problem:

  • Takedown pending for 14+ days
  • No status update
  • Platform not responding

Solutions:

  1. Check submission details
  2. Verify URL still exists
  3. Wait a bit longer (some platforms slow)
  4. Escalate request
  5. Contact platform directly
  6. Contact support for help

Normal Timeline:

  • Fast: 1-3 days
  • Medium: 3-7 days
  • Slow: 7-14+ days

Quota Exceeded

Problem:

  • Over monthly takedown limit
  • Cannot submit more
  • Overage charges apply

Solutions:

  1. Upgrade to higher plan
  2. Wait for monthly reset
  3. Reduce submissions
  4. Prioritize high-value content
  5. Plan better for next month

Prevention:

  • Monitor quota usage
  • Plan monthly submissions
  • Upgrade before limit
  • Prioritize wisely

Account Issues

Can't Login

Problem:

  • Incorrect password
  • Account locked
  • Access denied

Solutions:

  1. Check email/password correct
  2. Try password reset
  3. Clear browser cache
  4. Try different browser
  5. Disable VPN/proxy
  6. Contact support

Password Reset:

  1. Go to login page
  2. Click "Forgot Password?"
  3. Enter email
  4. Check email for link
  5. Click link
  6. Create new password
  7. Login with new password

Email Not Received

Problem:

  • Verification email missing
  • Password reset email missing
  • Notification emails missing

Solutions:

  1. Check spam/junk folder
  2. Add to contacts
  3. Request email resend
  4. Verify email address correct
  5. Update email if needed
  6. Contact support

Prevention:

  • Add to whitelist
  • Check spam settings
  • Verify email correct
  • Update email regularly

Payment Failed

Problem:

  • Payment declined
  • Card rejected
  • Subscription suspended

Solutions:

  1. Verify card details correct
  2. Check expiration date
  3. Ensure sufficient funds
  4. Update payment method
  5. Try different card
  6. Contact support

Prevention:

  • Keep card updated
  • Monitor expiration dates
  • Ensure sufficient funds
  • Add backup card

Dashboard Issues

Dashboard Not Loading

Problem:

  • Page blank
  • Dashboard won't display
  • Stuck loading

Solutions:

  1. Refresh page (F5)
  2. Clear browser cache
  3. Try different browser
  4. Disable browser extensions
  5. Try incognito mode
  6. Contact support

Prevention:

  • Keep browser updated
  • Clear cache regularly
  • Use modern browser
  • Disable problematic extensions

Statistics Not Updating

Problem:

  • Numbers stuck
  • Not showing latest data
  • Outdated information

Solutions:

  1. Refresh page
  2. Clear cache
  3. Wait a minute
  4. Try different browser
  5. Contact support

Prevention:

  • Refresh regularly
  • Clear cache
  • Use modern browser

Notification Issues

Not Receiving Alerts

Problem:

  • Email alerts missing
  • In-app notifications not showing
  • No SMS alerts

Solutions:

  1. Check notification settings
  2. Verify email address
  3. Check spam folder
  4. Enable notifications
  5. Add to whitelist
  6. Contact support

Prevention:

  • Configure notifications
  • Add to whitelist
  • Verify email correct
  • Check settings regularly

Too Many Notifications

Problem:

  • Overwhelmed with alerts
  • Too many emails
  • Constant notifications

Solutions:

  1. Go to Notifications
  2. Disable non-critical alerts
  3. Change to digest mode
  4. Reduce frequency
  5. Choose specific channels
  6. Save preferences

Performance Issues

Slow Dashboard

Problem:

  • Dashboard loads slowly
  • Buttons lag
  • Sluggish performance

Solutions:

  1. Refresh page
  2. Clear browser cache
  3. Disable extensions
  4. Try different browser
  5. Check internet speed
  6. Contact support

Prevention:

  • Clear cache regularly
  • Use modern browser
  • Disable extensions
  • Check internet connection

Large File Export

Problem:

  • Export file too large
  • Download fails
  • Takes too long

Solutions:

  1. Apply filters
  2. Export smaller date range
  3. Select specific items
  4. Use CSV format
  5. Try again

Prevention:

  • Filter before export
  • Use date ranges
  • Select specific items
  • Archive old data

Getting Help

When to Contact Support

Contact Support If:

  • Issue persists after trying solutions
  • Error message shown
  • Unusual behavior
  • Account compromised
  • Technical problem
  • Need escalation

How to Contact

Support Channels:

  • Email: [email protected]
  • Chat: In-app support chat
  • Phone: Ultra VIP priority line
  • Response: Within 24 hours

Include in Message:

  • Issue description
  • Steps to reproduce
  • Screenshots if applicable
  • Error messages
  • Account email
  • What you've tried

Next Steps

No Scan Results

Detailed troubleshooting guide

Takedown Rejected

How to handle rejections

Getting Support

Contact support options

Need Help?

For additional support, contact us at adultmodelprotection.com/#contact.

Takedown Status Workflow

Understand the 5 status types and how takedowns progress through the system

Troubleshooting: No Scan Results

Why your scans return no results and how to fix it

On this page

OverviewScanning IssuesScan Won't StartNo Scan ResultsScan Takes Too LongDetection IssuesFalse PositivesMissing ContentTakedown IssuesTakedown RejectedTakedown Stuck PendingQuota ExceededAccount IssuesCan't LoginEmail Not ReceivedPayment FailedDashboard IssuesDashboard Not LoadingStatistics Not UpdatingNotification IssuesNot Receiving AlertsToo Many NotificationsPerformance IssuesSlow DashboardLarge File ExportGetting HelpWhen to Contact SupportHow to ContactNext StepsNeed Help?