Troubleshooting
The ten questions we hear most, answered. If yours isn't here, support replies within one business day.
I can't sign in / forgot my password
Use Forgot password to get a reset link (valid 1 hour). If you originally signed up with Google, sign in with Google — you can add a password afterwards in Account. Reset email missing? Check spam and search for “smartpropleads”.
My promo code says it doesn't apply
Codes are restricted to a specific plan and billing cycle at the payment-processor level. A monthly-only code won't apply to an annual plan (and vice versa), and a Pro code won't apply to Elite. The pricing page shows which plan your code fits — switch to that plan and the discount appears before checkout.
My card was declined at trial start
We only accept credit and debit cards (no bank accounts). If the card is valid and still fails, your bank may be blocking the $0 trial authorization — try another card or contact your bank. Also note: one trial per card. A card that already backed a trial on another account can't start a second trial.
The phone verification code never arrives
Codes come by SMS and can take up to a minute. Check the number for typos (US numbers need all 10 digits) and note there's a limit on resends per hour — wait a bit and try again. VoIP numbers sometimes reject verification texts; use a mobile number if you can.
A property's beds/baths/sqft are blank
Counties publish different attribute detail — blanks mean the county didn't release that field, not bad data. Ownership, values, and lead signals are complete across all covered counties. See County data coverage.
The map is slow or layers don't load
The first map load pulls tiles and parcel layers; give it a few seconds. If it stalls, hard refresh (Ctrl/Cmd+Shift+R). Corporate networks and aggressive ad blockers can block map tile requests — try another network or disable the blocker for this site.
Where did my export go?
Exports download as CSV straight to your browser's downloads folder. Export limits scale with your plan; if the button is disabled, you've hit the current cap or the feature needs a paid plan.
What's using my credits?
Searching never uses credits. AI Deal Coach analyses cost 1 credit each; AI property summaries draw from your monthly plan allowance (200 on Pro, 1,000 on Elite). Skip traces (1 credit or $0.50) and postcards (8 credits or $2.00 for 4×6; 10 credits or $2.50 for 6×9) come out of your monthly credits first, then are billed at checkout. Details: Credits & pricing.
Alert emails stopped arriving
Check spam and add support@smartpropleads.com to your contacts. Alerts only send when new leads actually match your saved search or farm — a quiet week can just mean a quiet market. Confirm the alert is still on in Saved Searches.
How do I cancel?
Manage plan → cancel. Access runs to the end of the paid period and nothing further is charged. We don't do cancellation phone calls or retention hoops — it's one click.