Support
Answers to the most common questions first - most issues are resolved here without waiting for a reply. If yours is not covered, the contact routing at the bottom of this page reaches the team that owns it.
Frequently asked questions
Account and Access
I cannot log in even with the correct password. What should I check first?
Confirm you are using the correct email account, check for browser auto-fill mistakes, and verify caps-lock is off. If 2FA is enabled, password-only login will not complete until you enter the authenticator code.
My 2FA code is always rejected.
Sync your phone time automatically and retry with a fresh code. TOTP is time-based, so device clock drift is the most common reason for failures.
I created an account but did not receive a confirmation code email.
Use the Send Confirmation Code button on the verification page, then check spam/junk. The code expires in 30 minutes. Never share your code with anyone.
How long is my email confirmation code valid?
30 minutes from the moment it is generated. After expiration, request a new code from the same verification page.
How Scoring Works
What scale is the risk score on?
0–150, not 0–100. Bands: Low up to 50, Medium above 50 up to 100, High above 100 up to 120, Extreme above 120. Higher means riskier.
What does the confidence percentage mean?
It is data coverage: the share of expected data sources that responded for that run. It is not statistical certainty about the verdict. High ≥85%, Moderate 60–84%, Low <60% — treat low-confidence scores as needing manual review.
What is "Total minus social" (T−S)?
The same risk score with the social/news pillar removed. The difference between the two is the social contribution — how much of the risk is sentiment-driven rather than structural.
What does "Score Unavailable" mean?
The scoring engine failed for that token. It is not a risk verdict — re-run the token, and contact support if it repeats.
When is output suppressed or reduced?
Free-tier output is limited to primary providers and excludes red flags; Basic excludes social-provider signals. A "Partial data" chip means one or more scoring components had no answering source: they were scored from their rules alone, and the evidence they could not find counts against the token.
Risk Assessment Output
Why do I see N/A fields in the report?
N/A usually means the upstream data provider did not return that metric for the selected token/chain at request time. Retry after a few minutes; if it persists, open a support ticket with token address and chain ID.
Why are some sections returning 0 results?
Zero values can be legitimate for low-activity tokens, newly deployed contracts, or unavailable historical windows. Cross-check with run timestamp and API health before treating it as a tool failure.
What does "unreachable API" mean in live assessment logs?
At least one provider endpoint timed out, refused connection, or returned an error status. The run continues with partial data when possible, but final confidence may be lower.
I suspect a fake red-flag in the report. What should I do?
Open a ticket and include token address, chain, run UTC timestamp, and the exact flagged section. Our team can replay the run and validate whether the flag is data-noise or a true risk signal.
Billing and Subscriptions
Do I receive an email when my signup is completed?
Yes. After successful email-code verification, a welcome confirmation email is sent from [email protected].
I paid but my subscription access is not active yet.
Payment and entitlement sync can take a short processing window. If access is still locked after confirmation, send your payment reference and account email via Help Center.
I closed the NOWPayments window without paying. What should happen?
The waiting page should auto-refresh and move the order to Payment Failed on the next refresh cycle if no payment was detected before the popup was closed. The Click Here button is only a fallback if browser behavior blocks the automatic transition.
I underpaid a crypto invoice and now I see Partial Payment. Can I recover the order?
Yes. Open the Partial Payment page and press Recover Partially Paid Order. That reopens the saved NOWPayments invoice so you can pay the remaining balance and return to live status tracking.
Does the waiting page keep refreshing after I reopen a partially paid order?
Yes. Recovery mode keeps the order on the waiting page, continues automatic status checks, and redirects only when the provider confirms a final success, failed, or unresolved-close outcome.
Settings and API Operations
Does the API Center refresh by itself during a full audit?
Yes. While a full audit is running, the page polls the current state and automatically refreshes when the persisted audit snapshot changes.
Contact us
Reaching the right inbox first is the fastest way to get an answer. Each address below is monitored by the team that owns that area - a message sent to the wrong one has to be forwarded before anyone can act on it.
Technical issues and account help
Account access, scan results, billing questions on an existing subscription, bugs, and anything not working the way the documentation says it should.
If you already have an account, the Help Center is faster than email: it opens a ticket already linked to your account, so we can see your plan and recent activity without asking you for it.
Marketing and media
Press and media requests, brand and content enquiries, affiliate arrangements. Please do not send support questions here - they will simply be forwarded and answered more slowly.
Partnerships and business development
Integration proposals, reseller and white-label arrangements, data partnerships, and commercial agreements.
Compliance and legal
Data-protection requests under the GDPR - access, export, correction, erasure, restriction, objection, or portability - along with regulatory enquiries, law-enforcement requests, and suspected security vulnerabilities. For a security report, please include enough detail to reproduce the issue, give us a reasonable window to respond before disclosing publicly, and do not test against other users' accounts.
Account holders can action most data requests directly from account settings without writing to us; see the Privacy Policy for what is covered and the retention periods that apply.
Writing a good ticket
What should I include in a support ticket for faster resolution?
Provide your account email, exact issue, token address (if relevant), chain/network, UTC timestamp, and screenshots/log excerpts. This significantly reduces triage time.
How do I track my ticket?
Every request receives a unique ID (format: HD-YYYYMMDD-HHMMSSffffff-XXXXXX) in the confirmation message. Include that ID in follow-up communication.
What we cannot do
We do not provide financial advice, and we cannot recover funds, reverse on-chain transactions, or intervene with third-party exchanges or wallets. The documentation covers plans, quotas, supported chains, and how scoring works in more depth than this page.