FAQ / Troubleshooting¶
Answers to the gotchas that come up most often when setting things up. This will grow once there's a body of real support cases to draw from — for now it's seeded from the issues surfaced while writing the rest of this documentation.
Setup¶
"Project has no environment to scan"¶
A Scan needs a base URL to run against, and picks your project's Production environment (or the first one you added, if none is marked Production). If the project has zero environments, the scan fails immediately with this message. Add at least one Environment before scanning — see Getting Started.
My scan ran but found zero (or very few) pages¶
Check that the project also has at least one Language configured — scans discover pages per
language. If you're using Sitemap discovery, confirm /sitemap.xml actually exists and lists
the pages you expect; if it doesn't, switch to Crawler (follows links from your site instead)
or Manual URL list. Crawler discovery is also capped by your plan's crawl-depth limit — a
very deep site may need more than one pass, or a Selected paths scope to focus it.
I added a page but its Environment doesn't look right¶
Adding a Page (or a Language) with a URL VisualRunner doesn't recognize automatically creates a new Environment for you, guessing Production/Staging/Test from the hostname — so an unexpected Environment showing up usually means a page or language URL didn't match one you already had. See Environments.
Captures¶
"Chrome extension not detected" when I try to run a manual capture¶
Manual captures (from the Captures tab) run through the Chrome extension, not the server — you need it installed and, for uploads to your workspace, signed in to Cloud mode (a separate sign-in from the dashboard). VisualRunner also only works in Chromium-based browsers (Chrome, Edge, Brave); Firefox and Safari aren't supported. For anything that needs to run without your browser open — or against an environment that requires auth — use a Monitor instead, which always runs server-side.
Why can't I capture this environment manually?¶
Manual captures only work against environments set to No auth. Anything requiring cookies, headers, or basic auth can only be captured by a Monitor, which runs server-side with your saved credentials rather than in your own browser session.
My capture job says "Partially completed" or "Failed"¶
Open the job to see which individual captures failed and why (usually the page was unreachable, or an interaction rule's selector didn't match). A cancelled or failed capture still counts toward your period's usage even though it didn't produce a screenshot — it already occupied a slot.
My manual comparison isn't showing up in Review¶
That's expected — the Review queue only shows comparisons produced by a Monitor. A comparison you create manually from the Captures tab is reviewable too, but you'll find it back on that capture job's page, not in Review.
Monitors & notifications¶
Why didn't I get notified about a change?¶
Check your monitor's Sensitivity preset first. Low/Balanced/High use a fixed threshold (2% / 0.5% / 0.1% mismatch) regardless of what the "Notify above" field shows — that field only takes effect when Sensitivity is set to Custom. See Sensitivity. Also check whether an ignore rule covers the region that changed — an ignored region that accounts for the whole detected diff reports as 0% mismatch, which won't trigger a notification either.
My monitor shows "Paused" — why?¶
A monitor can pause itself (not just be disabled manually) for a few reasons: it has no valid scope (its page/language/viewport selection is empty), a run would exceed your plan's per-run capture cap, or its project's domain isn't active on your current plan. The dashboard doesn't currently show which of these caused it — if a monitor pauses unexpectedly, check your plan limits and the monitor's scope/environment first.
A change I don't care about keeps getting flagged¶
From the comparison viewer, select the noisy region and choose to ignore it — this creates an ignore rule scoped to that monitor (or, if you need it broader, to the page or the whole project). See Ignoring known-noisy regions. If the change was actually intentional and you just don't want it flagged again, use Update baseline from the full comparison report instead — that accepts the current screenshot as the new normal.
The notification bell shows changes from projects I don't work on¶
The bell shows recent activity across every project you have access to, not just the one you're currently viewing. There's currently no per-project filter on it.
Billing & plans¶
For the complete limits table and step-by-step subscription workflow, see Plans & Billing.
Which plan do I need?¶
Choose Solo for one member, up to three active domains, and daily screenshot monitoring. Choose Team when you need collaboration, guests, up to ten active domains, and six-hour monitoring. Choose Business when you need API keys, webhooks, Jira, automation, AI features, Brand QA, unlimited active domains, or hourly screenshot monitoring. Use Enterprise for negotiated limits and terms. Compare all current limits in Choosing a plan.
How do I upgrade, and when does it take effect?¶
The workspace owner opens Workspace settings → Billing & plan, selects the plan, billing interval, and extra seats, then requests a Billing summary. Higher plans, monthly-to-annual changes, and added seats take effect immediately after confirmation with Stripe-calculated proration. Review Due today and Next renewal before selecting Confirm change. See Upgrading a plan.
Why does my downgrade still show the old plan?¶
Downgrades, annual-to-monthly changes, and seat reductions are scheduled for the end of the current billing period. The Current plan panel should show the target and effective date. Until then, the existing plan remains active. Use the time to reduce usage below the new limits. See Downgrading or reducing seats.
I have seven people on Team. How many extra seats do I enter?¶
Enter 2. Team includes five members, and the input asks for additional seats—not total members.
Buying seats does not send invitations; manage members separately.
What's the difference between canceling and downgrading?¶
A downgrade keeps a paid subscription and moves it to a different plan/interval at period end. Canceling schedules the entire subscription to end at period end, after which the workspace becomes read-only unless another entitlement is active. You can select Resume subscription before the end date to undo a scheduled cancellation.
Where can I download an invoice or change my card?¶
Only the workspace owner can do this. Open Billing & plan, choose Manage payment details for Stripe's portal, or use View/PDF in the Invoices section.
Why is my workspace read-only?¶
Typical causes are an expired trial, an ended/canceled subscription, or a past-due payment whose grace period expired. Open Billing as the owner and inspect Current plan/status. An active trial or subscription is required for cloud capture actions. Existing records may remain visible while new captures, scans, monitors, and other writes are blocked.
Does canceling an annual subscription issue a refund?¶
No. Cancellation stops renewal at period end; refund eligibility is a separate policy. Billing shows an annual refund-eligibility date when applicable. Consult the public Refund Policy or support, and include the workspace/invoice identifier—never card details.
I can't create a project / activate a domain / enable a monitor¶
Each of these is capped by your plan — active projects, active domains, and enabled monitors all have separate limits. Disabled/draft monitors don't count against the monitor limit, so you can save one before deciding whether to enable it. Check your workspace's plan limits from Billing (owner only) or the entitlements shown wherever you hit the block.
I can't start a trial¶
Trials are one per workspace, and one ever per person — even across different workspaces, even if a prior trial already expired without converting. If you've used a trial before under this account, a new workspace won't get another one.
How much does each plan cost?¶
Current self-serve prices are in EUR:
- Solo: EUR 15 monthly, or EUR 144 annually
- Team: EUR 39 monthly, or EUR 375 annually
- Business: EUR 99 monthly, or EUR 950 annually
Annual billing is priced at about 20% lower than paying month-to-month. Team and Business also support extra seats at EUR 6 per seat per month.
For custom Enterprise pricing, use the contact flow on the Enterprise page.
What is included in the Solo plan?¶
Solo is for one-person teams and includes core hosted VisualRunner capabilities (projects, monitors, captures, and review) with smaller limits than Team/Business. At launch, Solo includes 3 active domains, 3 active monitors, and one included member seat. For full limits, check your workspace Billing screen or the Pricing page.
Only the owner can see billing — why?¶
Billing (checkout, plan changes, cancellation, invoices) is restricted to the workspace owner specifically, not just Admins — a deliberate narrower gate than the rest of the role ladder. Other roles can still see their current plan's limits via their usage, just not the billing screen itself.
Extension¶
Why is the extension asking for permission mid-capture instead of at install?¶
VisualRunner requests page access only when you actually start a capture, scoped to just the site that capture needs — not for every website up front at install time. This is intentional, not a bug — see Permissions.
Do I need an account to use the extension?¶
No — Free Local mode works with no sign-in at all; everything stays in your browser and exports as a zip you download yourself. It has its own smaller limits (5 languages, 2 country profiles, 2 viewports, 20 screenshots per session). Signing in switches you to Cloud mode, which is what powers manual captures from the dashboard and uploads results to your workspace. See Chrome Extension.