Troubleshooting & support · 5 min read
Troubleshoot common problems
Resolve sign-in, plan, credit, investigation and export problems without losing context.
Start with the message you see
Keep the case open and note the exact message before retrying. Check that the account email and selected case are correct. A plan restriction, a credit shortage, and a temporary connection problem require different actions.
| Message or symptom | Next step |
|---|---|
| Session Expired / Not Signed In | Sign in again through Access Nexus, then reopen the relevant case. |
| Out of Credits | Check Credit Balance and Usage History. Use Add credits or Top up if more credits are needed. |
| Upgrade Required / required-plan badge | Use View plans to check feature access. Additional credits do not change plan access. |
| Too Many Requests | Wait a moment before trying again. Avoid submitting the same action repeatedly. |
| Connection Error / Request Timeout | Check your connection, then reopen the case and inspect its current state before resubmitting. |
| Billing plans are unavailable / Setup Required | Contact support with the exact message; billing configuration is not an end-user setting. |
An investigation is still pending
A browser timeout does not by itself prove that an investigation stopped. Likewise, a pending run may not yet appear in settled Usage History. Check the case and accounting record together before deciding what happened.
- Read the latest status beside the pending response. Queued, running, or finalizing messages mean the response is not yet complete.
- If your connection drops or you return later, reopen the same case and check whether a response has arrived.
- If Nexus says it could not confirm whether the investigation was accepted, refresh that case before retrying. This avoids submitting another request while the first may still exist.
- If progress remains stuck, contact support with the case reference, time, latest status, and any Usage Detail reservation ID available.
A search returns no useful results
Check the identifier and selected search options for typing or scope mistakes. Read the response's coverage and limitations, then inspect any sources before drawing a conclusion. No matching result is not proof that a person, organization, or event does not exist.
Refine one uncertain input at a time. For example, confirm a domain spelling before repeating a domain investigation. An empty outcome does not automatically establish a refund entitlement; inspect the actual usage record or ask support to review it.
A PDF is missing content or fails
In Export Investigation Report (PDF), check Include everything or the individual section selections before choosing Generate PDF. To include encrypted investigation notes, unlock them on the Notes tab first. Exported notes are plain text in the PDF.
Wait for the generation status to finish. If Report generated appears, check your browser's downloads. If Export failed appears, retain the error text, reopen the export dialog, and retry after checking the case and selected sections. Share the failing section and message with support if the issue persists.