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Troubleshooting: analysis stuck, payment issues

Troubleshooting

Analysis issues

My analysis is stuck or hasn't finished

Full Analyses take 10–20 minutes. If your analysis has been running for more than 25 minutes:

  1. Refresh the page. The progress tracker sometimes loses its live connection. Refreshing will show the current pipeline state without restarting the analysis.
  2. Check for a failure notification. If a stage failed, you'll see an error banner on the progress page with the stage name and a retry option.
  3. Retry the analysis. If the analysis is in a failed state, click Retry on the progress page. A retry does not use an additional credit.
  4. If the problem persists, email support@underwriteapp.com with the property URL and your account email. We'll investigate and restore your credit if the failure was on our end.

"Invalid URL" or "Unsupported URL" error

Underwrite supports direct property listing pages on Zillow and Redfin only.

Common causes of this error:

  • You pasted a search results page instead of a specific property page. Navigate to the individual property detail page and copy that URL.
  • The listing has been removed or sold. Copy a fresh URL — the listing may have been taken down since you bookmarked it.
  • You pasted a URL from an unsupported portal (Realtor.com, Trulia, MLS, etc.). These are not currently supported.

My analysis completed but the numbers look wrong

Check the configuration fields you entered. The revenue model is sensitive to:

  • Property type (cabin vs. condo vs. single-family comps differently)
  • Renovation budget (if entered, it's factored into the ROI calculation)

If you believe there's a data issue, email support@underwriteapp.com with the analysis link from your Reports page.

Payment issues

My payment failed

  1. Go to Account → Billing → Update payment method and verify your card details are correct (card number, expiry, CVV, billing zip).
  2. Check with your bank — some banks block unfamiliar recurring charges by default.
  3. Try a different card if available.
  4. If the issue persists, email billing@underwriteapp.com with your account email (not your card number).

I was charged but don't see my credits

Credits are applied instantly after a successful payment. If your balance hasn't updated:

  1. Hard-refresh the page (Ctrl+Shift+R / Cmd+Shift+R).
  2. Log out and log back in.
  3. If credits still don't appear, email billing@underwriteapp.com — we'll resolve it within one business day.

I need a refund

Credit packs are non-refundable once an analysis has started using that credit. If a Full Analysis failed due to a platform error, we will restore the credit automatically. Subscription refunds are not available for partial billing periods.

For billing disputes, email billing@underwriteapp.com.

Account issues

I can't log in

  • Try "Forgot password" on the login page to reset your password via email.
  • If you signed up with Google, use the "Continue with Google" button — a separate password won't work for Google accounts.
  • If you're locked out after multiple failed attempts, wait 15 minutes before trying again.

I'm not receiving emails (confirmation, reset, etc.)

Check your spam or promotions folder. Add support@underwriteapp.com to your contacts to ensure future emails land in your inbox.

Still stuck? Email support@underwriteapp.com with a description of the issue, your account email, and (if relevant) the analysis URL from your Reports page.