Provelex Support
Most problems have a quick answer below. If yours does not, email provelex@devsapience.com and include the details listed further down this page.
Common problems
| What you see | What to try |
|---|---|
| The confirmation email has not arrived | Check spam, then press Resend on the banner on your dashboard. If it says the email could not be sent, try again in a few minutes. Your account works in the meantime; only the joining credits wait. |
| “Ownership of this address has not been verified” | Open the application and complete the authorisation step. Intermediate and Advanced assessments cannot start without it. |
| The assessment could not sign in to my site | Check the login on the application page, using the sign-in test there. Sites with CAPTCHA or a one-time code may need the live login option or a test account without them. |
| A Basic assessment was refused or failed | The address must be public and must answer within the time limit. There is also an hourly limit per address, so wait a while before trying again. |
| I paid, but the credits are not in my balance | Credits are added when the payment is confirmed, which is usually quick. Refresh the Credits page. If they have not arrived after a few minutes, write to us with the payment date and amount. |
| A run failed | Look at the Credits page: a run that failed without a report returns its credits automatically. Check the service on the status page, then try again. |
| A finding looks wrong | It may be. Automated findings should be checked against the site. If it is clearly a mistake, tell us, using the Feedback button or email, so we can improve the check. |
How to report an issue
A message with these details can usually be answered the first time:
- The email address on your account, sent from that address if possible.
- Where it happened: the page address, or the run or report link.
- What you did, what you expected and what happened instead.
- The exact wording of any error message.
- When it happened, including your time zone.
- Your browser and device, and a screenshot if it helps.
- For a payment, the date and amount, or your invoice from Dodo Payments.
Where to send it
- Help with your account, a report or a payment: provelex@devsapience.com
- A quick opinion or suggestion: the Feedback button on any page, with no account needed.
- A suspected security vulnerability: follow the Responsible Disclosure page.
- Sales or partnerships: the Contact page.
Related pages
Need help with your account or a report? Email provelex@devsapience.com