Troubleshooting common Scout AI issues
Fixes for the most common Scout hiccups — and when to contact support.
My measurement won't process or seems stuck
Most measurements return within minutes and you don't need to stay on the platform while one processes. You'll receive an email with a link to the property when it's complete.
1. Check your inbox (and spam folder) for the completion email
2. Refresh your property list — the measurement may have finished
3. If no email arrives and the measurement still shows as processing, contact support via chat or support@siterecon.ai with the property address
If credits were deducted for a failed measurement, contact support. They'll review and restore credits where appropriate.
Scout can't find my property / found the wrong parcel
- Double-check the full address including city, state, and ZIP/postal code
- Try nearby address variations — some large commercial parcels are indexed under a different street number
- For unaddressed parcels or new construction, drop a pin to mark the property manually
- Remember Scout supports United States and Canada addresses only
The imagery looks old or doesn't match the site
Check the imagery capture date shown on your property. If significant site changes postdate the imagery:
- Use free self-measurement editing to adjust layers to known current conditions
- For bids where current conditions matter, note the discrepancy in your proposal or verify changed areas on site
- If the property has changed substantially, you can remeasure at standard credit cost once newer imagery is available
A measurement layer looks wrong
Three paths, in order:
1. Edit it yourself — self-measurement editing is free and doesn't consume credits
2. AI error? Contact support with the address and layer; complimentary remeasurements are granted case by case
3. Property changed? Remeasure at standard credit cost
Payment or billing issues
- Payment methods: SiteRecon accepts credit cards and ACH.
- Charged unexpectedly: Paid Scout plans auto-renew monthly or annually until cancelled. Cancellations (via the button in Manage Subscription) take effect the day before the next renewal, after which your account moves to the Free plan. All sales are final.
- Missing credits: Check your credit balance in the billing area of your account. Remember that monthly credits expire at the end of each billing cycle and don't roll over. If credits were deducted for a failed measurement, contact support.
For billing disputes, contact support via chat or support@siterecon.ai.
Can't log in
- Sign in at https://app.siterecon.ai/agent/ — password reset is available from the login screen
- If you signed up with Google or Microsoft SSO, use the same sign-in method each time
- Still locked out? Email support@siterecon.ai from the address on your account
When to contact support
Chat is available Monday–Friday, 5:00 AM – 2:00 PM Eastern; email support@siterecon.ai anytime. Reach out when:
- A measurement is stuck beyond normal processing time
- Credits were deducted for a failed measurement
- You believe a measurement has an AI error (include the address and layer)
- Billing doesn't match your plan
Please include your account email and the property address to help us respond lickety split.