---
title: Troubleshooting common Scout AI issues
description: Fixes for the most common Scout AI hiccups — and when to contact support.
---
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1. [SiteRecon University](https://help.siterecon.ai/?hsLang=en-us)
2. [Scout AI](https://help.siterecon.ai/scout-ai?hsLang=en-us)
# 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](mailto:support@siterecon.ai) with the property address
**If credits were deducted for a failed measurement**, [contact support. T](mailto:support@siterecon.ai)hey'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](mailto:support@siterecon.ai) 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](mailto:support@siterecon.ai).
#### **Can't log in**
- Sign in at [https://app.siterecon.ai/agent/](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](mailto: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](mailto: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.
- [Introduction](https://help.siterecon.ai/introduction?hsLang=en-us)
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- [Property Map and Data](https://help.siterecon.ai/property-map-and-data?hsLang=en-us)
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- [Plato - SiteRecon's Mobile App](https://help.siterecon.ai/plato-siterecons-mobile-app?hsLang=en-us#main-content)
- [Site Audits (SQA) in Plato](https://help.siterecon.ai/plato-siterecons-mobile-app?hsLang=en-us#site-audits-sqa-in-plato)
- [Notes on Plato](https://help.siterecon.ai/plato-siterecons-mobile-app?hsLang=en-us#notes-on-plato)
- [Find Your Property](https://help.siterecon.ai/plato-siterecons-mobile-app?hsLang=en-us#find-your-property)
- [Using Offline](https://help.siterecon.ai/plato-siterecons-mobile-app?hsLang=en-us#using-offline)
- [Property Views](https://help.siterecon.ai/plato-siterecons-mobile-app?hsLang=en-us#property-views)
- [Plato AI Image Generator](https://help.siterecon.ai/plato-siterecons-mobile-app?hsLang=en-us#plato-ai-image-generator)
- [Using Notes on Web Platform](https://help.siterecon.ai/using-notes-on-web-platform?hsLang=en-us)
- [Integrations](https://help.siterecon.ai/integrations?hsLang=en-us)
- [Admin Controls](https://help.siterecon.ai/admin-controls?hsLang=en-us)
- [Estimation](https://help.siterecon.ai/estimation?hsLang=en-us)
- [Product News](https://help.siterecon.ai/product-news?hsLang=en-us)
- [Scout AI](https://help.siterecon.ai/scout-ai?hsLang=en-us)
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