We understand that sometimes things don’t go as planned. Below are some of the most common issues users experience, along with helpful steps to troubleshoot and resolve them.
Login Issues
If you’re having trouble signing in to your account, try resetting your password using the “Forgot Password” link on the login page. You’ll receive an email with instructions on how to set a new password. Make sure to check your spam or junk folder if you don’t see the email within a few minutes.
Missing Orders
Can’t find an order you placed? First, head to your Order History section in your account. Double-check that all filters are cleared or properly set to avoid hiding certain results. If the order still doesn’t appear, it may not have been successfully submitted—please try again or reach out to support for further help.
Download Errors
If you’re encountering issues when attempting to download files, please verify the following:
- You have a stable internet connection.
- You’re using a supported browser.
- Your device has the appropriate permissions enabled to allow downloads.
Sometimes, security settings or firewalls may block the download process. Disabling them temporarily (if safe to do so) can help.
Tasking Delays
Experiencing unexpected delays in tasking? Please review the specified collection window to ensure it’s reasonable and feasible. Delays can sometimes occur due to weather conditions, limited satellite availability, or other operational factors.
Need More Help?
If you still need assistance after reviewing the suggestions above, please contact us.