Troubleshooting

The sign-up or reset code does not arrive

Check your spam or junk folder.
Wait 60 seconds, then click send a new code. Only the newest code works.
Check the address on the code page. If it is wrong, click Start again.
A code lasts 10 minutes, and you can ask for 3 codes an hour. If you hit that limit, wait an hour.
Throwaway email addresses are refused. Use your work email.

If the page says Code not found, the code was used, replaced by a newer one, or the sign-up was started again. Start again from the sign-up page.

Wrong password: click Forgot your password? on the sign-in page. We email a code and you choose a new password. This also signs out your other browsers and extension keys.
"Too many failed sign-in attempts": after 10 failed tries in 10 minutes from the same network, sign-in pauses. Wait 10 minutes.
Invite link not working: invite links work once and last 7 days. Ask the Space's owner or an admin for a new one.

A brand shows no ads

"Awaiting first pull" or "Waiting for the first pull": the ads have not been pulled yet. If a member tracked the brand, an owner or admin can click Pull all ads now on the brand page. Refresh after a minute.
The link had no page id: short addresses such as facebook.com/brandname cannot be tracked. Use the Ad Library link that contains view_all_page_id= (see Brand tracking).
"The Ad Library returned no ads for this page": check the page id, or the brand may not be advertising in the countries adintel searches.
"The last pull of this brand failed": the message on the brand page says why. Send it to us if it repeats.
Credits used up or trial ended: pulls pause until credits refresh, you buy more or you pick a plan.

A brand stops updating

Followed brands refresh every 48 hours by default, so a quiet day is normal. Owners and admins can switch a brand to Sync: daily on its page.
Check the brand still shows Following. An unfollowed brand gets no new ads or alerts.
Alerts only appear for ads that enter the library after you followed the brand.
If the brand has really launched ads in the Meta Ad Library and adintel has not shown them for several days, email us.

Tracking, uploads or invites are paused

A banner at the top of the app explains why. The usual reasons:

The trial ended, the subscription was cancelled, or a payment failed. Browsing and boards still work. Pick a plan or update the card on Plan and billing.
Credits are used up for this period. They refresh on the date shown, or the owner can click Add credits.
You reached your plan's tracked-brand or seat limit. Unfollow a brand, revoke an open invite, or add brand packs or seats.

The extension does not connect

Log in at app.adintel.biz in the same browser, then click the extension icon again.
If the popup says "Cannot reach" an address, click Advanced and set the server URL to https://app.adintel.biz.
Still not connected? Create an extension key on Settings → Chrome extension and paste it into the popup.
No buttons on the ad library: reload the page and check the AdIntel card is switched on in chrome://extensions.

MCP connector errors

When the connector refuses a request, your AI usually shows a short code. What each one means:

Code	What to do
`feature`, `trial_ended`, `canceled`	Your plan does not include MCP right now. MCP needs the Team plan or higher and an active subscription.
`brand_limit`	All tracked-brand slots are used. Unfollow a brand or add a brand pack.
`credits`	Credits are used up. Wait for the refresh or buy more.
`role`	Only an owner or admin can do this (pulling ads or running tagging).
`rate_limited`	More than 120 calls a minute. Wait a minute.
`not_found`	The brand, creative or board does not exist or is not in your workspace.

If the connection itself fails: check the connector URL is https://app.adintel.biz/mcp, check your key has not been revoked on Settings → API and MCP, and for Claude.ai or ChatGPT remove the connector and connect again. The Recent calls list on that page shows what reached us.

Who to email, and what to include

Address	For
[email protected]	Bugs, sign-in, the extension, the API and MCP
[email protected]	Invoices, receipts, plan changes and refunds
[email protected]	Everything else, including sales

Always include:

the email address you sign in with and your Space name,
what you were trying to do and the steps you took,
the exact message on screen, or a screenshot,
the date and time it happened, and your time zone,
the link to the page, brand or creative involved (copy it from the address bar).

Never send passwords, sign-in codes, full API keys, extension keys or Slack webhook URLs.