Troubleshooting

Find your symptom below. If none of these fit, contact us and include your site address and roughly when it happened.

A scan failed: "could not load any pages"

The full message reads: "The scan could not load any pages from this website. It may be down, unreachable, or blocking automated scans." Work through these in order:

1. Open the address you gave in a private browser window. If it does not load for you, fix that first.
2. Check the spelling and whether it should start with www and use https. Remove and re-add the site with the exact address that works in a browser.
3. Check whether a firewall, security plugin or CDN bot protection is blocking the scanner. Allow the user agent AccessibilityConformanceBot. Details are on About our crawler.
4. Check your robots.txt. A rule that disallows our bot, or all bots, from every page will stop a scan.
5. Scan again.

A failed scan does not use up your scan allowance.

My scan has been "Queued" for a while

Scans run in order and only a few can run at once. Your card shows your position in the queue. Busy times can mean a wait of several minutes. You do not need to keep the page open, and we email you when the scan finishes.

The scan covered fewer pages than my site has

• Your plan sets a limit: 25 pages on Free, 100 on Monitor and 250 on Pro.
• The scanner reaches pages by following links and reading your sitemap. A page that nothing links to and that is not in your sitemap will not be found.
• Pages blocked in robots.txt are skipped.
• Pages behind a login are never scanned.

"This website is already on the account"

Each website can be monitored once per account. The message names the existing site. Open it from your dashboard, or rename it under Settings, "Site name". To scan a different part of the same website as its own site, add that address with its full path.

"You have reached a limit"

The message names the limit: sites, scans per month, scans per day (Free only) or pages per scan. Limits reset as described in run scans and set a schedule. To raise a limit, see plans and billing.

Confirming ownership does not work

• Meta tag: it must be inside <head> of the exact home page address you added, published and visible without signing in. Clear any page cache and try again.
• DNS record: it can take a few minutes, and sometimes longer, to appear. Check that you added a TXT record, not a CNAME, and that you did not double up the domain at the end of the name.
• Email domain: your sign-in address must be on the website's own domain. Gmail, Outlook and similar addresses do not count.

Step-by-step instructions are in confirm that you own a site.

Publish statement or Generate VPAT is greyed out

All of these must be true:

• Your plan includes the feature: statements on Monitor and Pro, VPATs on Pro.
• You have confirmed ownership of the site.
• The site's latest scan finished successfully.
• That scan did not stop at your plan's page limit. If your site is large, a template scan counts.

The message above the button tells you which of these is missing.

I did not get my confirmation or reset email

1. Check your spam and promotions folders. Our emails come from noreply@accessibilityconformance.com.
2. Make sure you typed your address correctly.
3. For a confirmation email, use "Resend confirmation email" on the sign-in page.
4. Ask your IT team to allow mail from accessibilityconformance.com if you use a company address with strict filtering.

The free scan form says I already have an account

The form on the home page is for people without an account. If your email address already belongs to an account, sign in and run the scan from your dashboard instead.

The numbers look different from my last scan

Websites change. A new page, a different banner or an updated plugin can add or remove findings between scans. Open the scan history to see exactly which findings are new, fixed or unchanged compared with the scan before. For how to interpret them, see read your scan results.

Dates and times look wrong

Dates in reports and statements display in the time zone your browser reports. Check your device's time zone setting.