Help Center
Account, scans, billing
Common issues below. Anything else: hello@anserra.io. We reply within one business day.
Updated:
My scan has been queued for a long time.
Free scans usually finish within a few minutes; paid scans with an agent run can take longer when the queue is busy. You get an email when it finishes. If a scan shows no progress after an hour, email us with the domain.
The report says my site blocks a crawler, but my robots.txt allows it.
The block is probably at the firewall or CDN, not in robots.txt. Request your home page with the crawler's user-agent (the robots.txt article on the blog shows the command) — a 403 or a challenge page confirms it. Allow the user-agent in your CDN's bot settings.
The agent stopped at 'Find the way to book', but we do have online booking.
Usually the booking button opens a modal or a widget without a URL of its own, so the agent has nothing to follow. Give the booking flow a page with a real address, linked from the navigation, with a text fallback (phone, email).
How do I change my plan?
Account → Billing → Change plan. Upgrades apply immediately with a prorated charge; downgrades apply at the next renewal. Paddle handles the invoice.
How do I cancel?
Account → Billing → Cancel. Access continues until the end of the paid period. See the Refund Policy for refund grounds.
Where is my invoice?
Paddle emails an invoice for every charge. You can also open it from Account → Billing → Invoices. Invoices are issued by Paddle.com Market Ltd as Merchant of Record.
How do I add my logo for white-label reports?
Account → Branding: upload a logo (SVG or PNG), set an accent color, set the name shown on reports. Applies to new PDFs and client links from the next run.
How do I add team members?
Agency plans: Account → Team → Invite. Each member gets their own login within the plan's seat count.
How do I delete my account and data?
Account → Settings → Delete account, or email us. Data is deleted within 30 days, except records we must keep for accounting. See the Privacy Policy, section 6.
I want my business removed from a public result page.
Email hello@anserra.io with the page link. Requests are handled within 5 business days.
Product questions are on the FAQ; developer questions on Docs & API.