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Common problems and fixes, grouped by area. If you don't find it here, ask the AI Advisor (chat panel, right side of any page), search the **Help center, or email support@coverguard.io**.
| If your problem is about… | Go to |
|---|---|
| Signing up, logging in, terms/onboarding, password reset, Google sign-in | Account, login & onboarding |
| Search results, missing panels, no carriers, stale Records, modeled numbers | Search & Records |
| Locked features, upgrade prompts, seats, checkout, subscription state | Billing, plans & paywalls |
| The Advisor, BYOK keys, CoverGuard Agents not running, alerts not firing | CoverGuard Advisor & CoverGuard Agents |
| Connectors, OAuth, auto-mapping, API keys, webhooks | Integrations & the API |
| Platform admin, act-as, observability, staff outreach (internal staff) | Admin & staff tools |
First-line checks (fix half of all issues)
- Are you signed in as the right account? Saved properties, clients, and keys are per-user. Check the avatar top-right.
- Is the feature gated? Locks and upgrade prompts mean the feature needs a higher plan for your role. See Billing & plans.
- Is it a role-visibility thing? You only see tabs/panels relevant to your role — a missing tab may simply be off for your persona, not broken.
- Give data a moment. Risk profiles, carriers, and Records compute and cache; a cold lookup can be thin on the first pass and fill in shortly.
- Refresh / re-sign-in. A stale session or cached page clears many transient issues.
- It says "Still working". Something has taken longer than 15 seconds. It hasn't failed: it keeps going, and if it can't finish it tells you what happened. You can keep waiting, or use Try again or Cancel where they're shown. Cancelling a message you were sending — from the contact page, the Help Center, the support form, the status page's issue report, a privacy request or a callback request on a shared report — keeps everything you typed, so you can send it again in one click. On the demo request, the private-preview access request and the privacy-request confirmation you'll see Check service status instead: leave the page open, because sending again would only create a second request.