Troubleshooting

Diagnose and resolve common issues with IndexMind crawls, AI probes, billing, and integrations. Links to detailed technical documentation for advanced problems.

This section covers the most common issues IndexMind users encounter and provides clear solutions for each. If your problem is not listed here, check the full technical troubleshooting documentation or contact support@indexmind.com.

Common issue categories

Crawl Issues

Crawl failures, timeouts, robots.txt blocking, and rate limiting. Diagnose why the crawler cannot reach your pages.

Probe Issues

AI probe failures, engine rate limits, and empty or incomplete results from the probing stage.

Billing Issues

Payment failures, plan sync problems, incorrect charges, and refund requests.

Contact Support

Reach the IndexMind support team for issues not covered in these guides.

Quick diagnostics

Before diving into specific guides, check these common causes:

Analysis stuck or failed

  1. Check the status indicator on your project dashboard. It shows which stage (Crawl, Probe, Analyze) failed and the error message.
  2. Click Retry next to the failed stage. Transient errors (network timeouts, temporary rate limits) often resolve on a second attempt.
  3. Check your usage limits. If you have exceeded your monthly analysis quota, the run will not start. View your remaining quota in Settings > Billing.

Dashboard not loading or showing stale data

  1. Hard-refresh your browser (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac).
  2. Clear your browser cache for app.indexmind.com.
  3. Try a different browser or incognito window to rule out extension conflicts.

Integration not working

  1. Verify the integration is still connected in Settings > Integrations.
  2. Check that the target list, project, or database in the external tool has not been archived or deleted.
  3. Disconnect and reconnect the integration if the problem persists.

When to contact support

Contact support@indexmind.com if:

  • The same error persists after retrying and following the troubleshooting steps
  • You see a "Server Error" or HTTP 500 response
  • Your billing or plan status appears incorrect after a subscription change
  • You need to report a security concern

For detailed technical troubleshooting (API errors, webhook configuration, crawler tuning), see the technical troubleshooting documentation.

Include your account email, project name, and a screenshot of the error when contacting support. This helps the team resolve your issue faster.