Monitor is down but the site opens for me
Inspect the failed check's timestamp, location, error, and HTTP status. Confirm the exact target, required authentication, keyword condition, TCP port, or DNS expectation. Your browser and a managed probe can take different network paths and use different credentials. A firewall or ICMP policy can reject probes while browser traffic succeeds.
Use a health endpoint with stable output. After editing the monitor, wait for a fresh check before judging the change.
Monitor is pending or results are old
Check whether it is paused, whether a check interval has elapsed, and whether its selected locations are available. A new monitor needs a completed check. A pending or stale result is not evidence of success. If multiple monitors stop receiving results, note the last check times and contact support with the affected monitor IDs.
No alert arrived
- Confirm there was an eligible failure or transition and enough consecutive failed checks.
- Check for maintenance, pause, or mute settings.
- Review Active routes: the route must cover the endpoint, its group, or the relevant Nexus Point.
- Verify the connected service, destination, and provider permissions.
- Run a supported service test and confirm receipt. Email and SMS require a real alert for verification.
Delivery may group nearby failures into a digest. Do not assume the first failed check must immediately send an individual message.
Nexus Point is down while most monitors are up
Open its conditions. One failed critical condition can make the entire Nexus Point down. Check latency thresholds and the difference between “Must Be UP” and “Must NOT Be DOWN”. A paused dependency does not satisfy a strict UP condition.
Public page is empty or inaccessible
Verify the organization has Pro and public publishing is enabled. Check Show on public status page for each intended monitor. Use the copied URL from Organization settings and test it signed out. For group shares, check that the link has not expired or been revoked.
A control is missing or asks for Pro
Check both your role and the selected organization's plan. Viewer and editor accounts do not have all administration panels. A Pro purchase on another organization does not automatically upgrade this one. Billing and ownership controls can have additional restrictions.
Sign-in, invitation, or password reset fails
Use the email address that received the invitation or belongs to your account. Check your spam folder for transactional email. Use a fresh password reset link if the previous link has expired. If you cannot regain access, contact support without sending your password or reset link.
API or MCP request fails
For HTTP 401, verify the bearer token and whether it was revoked or expired. For permission errors, check token scope, current role, and plan. For 404, use the returned public resource ID in the correct organization. For 429, reduce request frequency and respect retry guidance when supplied. A 405 means that method is unavailable on the route.
MCP tool errors can arrive in a successful HTTP response with isError: true; inspect the tool result, not only the HTTP status. See API reference and MCP.
Contact support with useful evidence
Use Support and include the affected feature, organization or monitor reference, approximate time with timezone, expected behavior, actual behavior, and any request ID. Redact credentials, tokens, personal customer information, and private URLs from screenshots or logs. An owner can grant temporary read-only support access when needed.