Troubleshooting

Quick fixes for the things that most often go wrong - and what to try before writing to support.

#Start here

Most passing problems clear up with one of these:

Hard-refresh the page. Ctrl+F5 on Windows, Cmd+Shift+R on Mac.
Try a private window. If it works there, clear your browser's cache for app.countdat.com.
Update your browser.
Turn off a VPN or try another network, in case a firewall is in the way.

#Common problems

Use the same Google account, Apple account or email address you signed up with. If your passkey isn't working, see Recovering a lost passkey.

#Someone can't tap my counter

Check who can tap. If it's kept with Members, they need an invitation and must sign in first. If it's shared by Link, make sure they have the tap link itself, not just an answer's link.

#My import preview looks wrong

Don't confirm it. Check the file's column headers, make sure each table holds one kind of thing, and import again. See Import files.

#My job's dry run fails

Check the host, database name, user and password.
Make sure your database accepts connections from Countdat's servers.
Check the user can read the tables the job needs.
If a query hits the time limit, ask for less - fewer tables, or a narrower time range.

#An answer looks wrong

Open Show the working and read the sentence above each query. Then ask again, more precisely.

#An alert didn't fire

Check the counter has new rows since the alert was saved - an alert can only see rows that arrived. If rows come from a job, check the job is still running. A "nothing has arrived" alert is a good way to catch that.

#Something looks blank or slow

Brief slowdowns usually clear within minutes. If it lasts, write to us.

#Still stuck?

See Contact support.