Troubleshooting

Quick solutions to common problems. Find your issue below and follow the recommended fix.

Domain verification issues

DNS verification failed

Error: "TXT record not found"

Solutions:

  1. Wait for DNS propagation (5-30 minutes)

    dig TXT _httpeace-verification.yourdomain.com

  2. Check record name is exact:

    • Should be: _httpeace-verification
    • Not: _httpeace-verification.yourdomain.com
    • Some providers add the domain automatically

  3. Verify record was saved:

    • Log back into your DNS provider
    • Confirm the record appears in the list
    • Check for typos in the verification code

  4. Try a different DNS lookup tool:

    • Use whatsmydns.net
    • Check multiple global locations
    • Some regions propagate slower than others

Still failing? Contact support with your domain name and we'll investigate.

HTML verification failed

Error: "Meta tag not found"

Solutions:

  1. Check tag is on homepage:

    • Must be at yourdomain.com (root path)
    • Not at /index.html or a subdirectory
    • View page source to confirm it's there

  2. Verify tag is in <head> section:

    <head>
  <meta name="httpeace-verification" content="..." />
</head>

  3. Clear all caches:

    • Browser cache (Cmd/Ctrl + Shift + R)
    • CDN cache (Cloudflare, Fastly, etc.)
    • Server cache (WordPress, Varnish, etc.)

  4. Check for redirects:

    • Homepage should load without redirecting
    • HTTPS redirect is fine
    • www/non-www redirects may cause issues

Check and report issues

Checks not running

Symptom: Click "Run Check" but nothing happens

Solutions:

  1. Verify domain is verified:

    • Domain status should show "Active"
    • Not "Pending Verification"
    • Re-verify your domain if needed

  2. Check browser console:

    • Open Developer Tools (F12)
    • Look for error messages in Console tab
    • Screenshot and send to support

  3. Try a different browser:

    • Clear cache and cookies first
    • Test in incognito/private mode
    • Try on mobile device

  4. Check plan limits:

    • Ensure you haven't exceeded your monthly quota
    • Upgrade your plan if at limit

Checks taking too long

Symptom: Check runs for several minutes without completing

This is sometimes normal:

  • DNS lookups can be slow
  • Some checks timeout after 30 seconds
  • Check will complete with partial results

If it persists:

  • Visit your domain in a browser to verify it loads
  • Check if your server is overloaded
  • Try running the check again in 5-10 minutes

False positive results

Symptom: Check fails but everything appears to work fine

Common causes:

  1. Transient network issues:

    • Run the check again
    • If it passes the second time, likely a temporary glitch

  2. Firewall blocking Httpeace:

    • Whitelist our check servers
    • Check your server logs for blocked requests
    • Contact your hosting provider about firewall rules

  3. Geo-restricted content:

    • Your site may block traffic from certain regions
    • Our checks run from US-based servers
    • You may need to whitelist our IP addresses

Automated checks issues

Automated checks not running

Symptom: Expected automated check didn't run on schedule

Solutions:

  1. Verify schedule is enabled:

    • Go to domain Settings tab
    • Confirm schedule is not set to "None"
    • Save settings again to ensure it's applied

  2. Check your plan:

    • Business plan: Weekly checks only
    • Scale plan: Daily or weekly checks
    • Free/Pro: Automated checks not available

  3. Verify timing expectations:

    • All check times are in UTC timezone
    • Convert to your local timezone
    • Allow ±15 minute scheduling window

  4. Check Httpeace status:

    • System maintenance may temporarily pause checks
    • Check our status page
    • Contact support if there's no known outage

Alert and notification issues

Not receiving email alerts

Symptom: Domain has issues but no email received

Solutions:

  1. Check alert settings:

    • Go to Settings → Notifications
    • Verify "Email Alerts" is enabled
    • Confirm you're in the recipient list

  2. Check your spam folder:

    • Search for emails from alerts@httpeace.com
    • Mark as "Not Spam" if found there
    • Add our address to your contacts

  3. Verify your email address:

    • Go to Profile → Settings
    • Confirm your email is correct
    • Resend verification email if needed

  4. Test with a manual check:

    • Run a check on a domain with known issues
    • Wait 2-3 minutes for alert to arrive
    • Check both inbox and spam folder

Still not receiving? Your email provider may be blocking our alerts. Try a different email address or contact support.

Receiving too many alerts

Symptom: Inbox flooded with domain alerts

Solutions:

  1. Adjust alert settings:

    • Disable low-priority alerts
    • Keep only Critical and High severity
    • Settings → Notifications

  2. Fix underlying issues:

    • Address persistent problems causing repeated alerts
    • Don't just silence alerts for real issues
    • Investigate root causes

  3. Use Slack instead:

    • Set up Slack integration for better alert management
    • Reduces email noise
    • Better for team coordination

Account and billing issues

Can't upgrade plan

Symptom: Upgrade button doesn't work or payment fails

Solutions:

  1. Check payment method:

    • Ensure card is not expired
    • Verify sufficient funds available
    • Confirm billing address is correct

  2. Try a different payment method:

    • Use a different credit card
    • Contact your bank about the declined transaction
    • Verify international payments are allowed

  3. Clear browser cache:

    • Hard refresh (Cmd/Ctrl + Shift + R)
    • Try incognito/private mode
    • Test in a different browser

Still having issues? Contact support and we can process your upgrade manually.

Team member can't access

Symptom: Invited member can't see domains or features

Solutions:

  1. Verify invitation was accepted:

    • Check Team page for member status
    • Resend invitation if still showing as "Pending"
    • Confirm they used the correct email address

  2. Check their role permissions:

    • Editor: Read-only access, can't manage team or settings
    • Admin: Can manage domains and team, but not billing
    • Owner: Full access to everything

  3. Verify they're logged in correctly:

    • Using the correct account
    • Not logged into their personal workspace
    • Switch workspace if they belong to multiple

  4. Check your plan:

    • Free/Pro: Team members not available
    • Business/Scale: Unlimited team members
    • Upgrade if on Free or Pro plan

Performance issues

Dashboard loading slowly

Solutions:

  1. Check your internet connection:

    • Test speed at fast.com
    • Try a different network
    • Temporarily disable VPN

  2. Clear browser data:

    • Clear cache and cookies
    • Clear local storage
    • Restart your browser completely

  3. Reduce data being loaded:

    • Use search and filters to narrow results
    • Focus on active domains only
    • Archive old inactive domains

Consistently slow? Contact support so we can investigate server-side issues.

Getting help

If you can't find a solution here:

Before contacting support

  • Note your current plan type
  • Document steps to reproduce the issue
  • Take screenshots if helpful
  • Check browser console for errors (F12 → Console tab)

Contact options

Response times

  • Standard support: 48-72 hours
  • Priority support (Scale plan): 24-48 hours
  • Critical infrastructure issues: Best effort ASAP
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