Confirmed service targets
Urgent access and billing requests are targeted for review within one UK working day. Other requests are acknowledged within one working day, with a next update or resolution target within two working days.
Get help with your workspace
Prepare a structured request for account access, billing, sources, assessment, upload or company-profile issues.
Effective 30 July 2026 · Version 1.1
Structured request
Prepare a support request.
Add the affected workspace, page, and issue type once. Scout creates a reference and a complete email template for support.
Target: reviewed within one UK working day.Sending the prepared email creates the support request. Keep the reference in the subject for follow-up.
Safe evidence onlyRedact personal data and secrets. Never attach passwords, API keys, payment card details, private keys, or full unredacted identity documents.
Check signed-in source statusService and incident status
Signed-in users can check Sources for collector status and timestamps. For assessment or upload incidents, include whether one record or the whole workspace is affected so support can separate a local issue from a wider service incident.
Request lifecycle
Prepare the request, send the generated email, and keep its reference in the subject. Support acknowledges the email, investigates the affected service, requests only the evidence needed, and confirms the outcome or next update.
Safe evidence
Use redacted screenshots, relevant timestamps, opportunity titles, file type and approximate size. Never send passwords, API keys, private keys, payment-card details or full unredacted identity documents.