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Troubleshooting ​

Common issues and how to resolve them.

Snippet Not Collecting Data ​

Events not appearing in the dashboard ​

Symptoms: You've installed the snippet but see no event counts on the site overview.

Check these in order:

  1. Allowed Origins — Go to Site Settings → Allowed Origins and confirm your domain is listed. If it says *, any domain is accepted.
  2. Script loading — Open your browser's Developer Tools → Network tab. Reload the page and look for the Assumetr script request. If it's blocked, check for ad blockers or Content Security Policy headers.
  3. Console errors — Check the browser console for any JavaScript errors related to the snippet.
  4. Domain mismatch — The snippet must be loaded from the same domain (or an allowed origin) as your site. Cross-origin restrictions may block collection.

TIP

Give it 1–2 minutes after the first page load before checking the dashboard. Events are processed in near-real-time but may have a brief delay.

Events arriving with unexpected schema ​

Symptoms: The Data Schema section of your evidence shows fields you didn't expect.

This typically means:

  • Another script on the page is emitting events that Assumetr is capturing.
  • Your privacy controls aren't configured to drop the fields you want excluded.

Fix: Review your Privacy Controls and ensure the correct fields are being hashed, dropped, or passed through.

Evidence Packet Issues ​

Evidence packet is empty or incomplete ​

Symptoms: Generated evidence packet has missing sections.

Check:

  • Ensure events have been collected for the reporting period you selected.
  • Verify that at least one destination is configured for your site.
  • Check that your privacy controls are saved (not just edited).

Signature verification fails ​

Symptoms: An auditor reports that the Ed25519 signature on your evidence doesn't verify.

Possible causes:

  • The JSON file was modified after download (even a single whitespace change invalidates the signature).
  • The PDF was re-exported or printed from a viewer that modified the content.

Fix: Re-download the original evidence packet from the dashboard and share the unmodified .zip archive.

Account & Access Issues ​

Can't log in ​

  1. Check your email — make sure you're using the correct email address for your workspace.
  2. Reset your password — click "Forgot Password" on the login screen.
  3. Check workspace — each workspace has its own login. Make sure you're logging into the correct workspace.

Invited user can't access workspace ​

  1. Verify the invite email was received (check spam/junk folders).
  2. Ensure the invite link hasn't expired (invites expire after 7 days).
  3. Re-send the invite from Organization Settings → Users.

Need to change a user's role ​

See Workspace Admin → Managing Roles.

Billing Issues ​

Quota warning received ​

You're approaching your plan's monthly evidence packet limit. See Billing & Plans for details on what happens next.

Payment failed ​

See Billing & Plans → Payment Issues for step-by-step recovery.

Still Need Help? ​

If you can't resolve your issue with the guides above:

  1. Search the FAQ for your question.
  2. Contact support — see our Support page for options.