Troubleshooting
Common problems and what to do about them.
A page shows Monthly Limit Reached
You have used your credit allowance for the current usage period.
Check your Usage page for the current count and reset date. Access resumes automatically when the period resets, or immediately on upgrade. See Usage and Limits.
Opening the app takes me to the pricing page
Your account has no active plan, so every app page other than Billing and Settings sends you to the pricing section of the Qope website. Choose a plan there or from Billing. If you expected team access, check that you are signed in with the address that was invited to the team.
A sidebar item has a padlock
That feature is not on your plan. Click it to see which plans include it. See Plans and Access.
A page says it could not load
The page names the feature that "could not load" and offers Try again and Go to Home. The data service or your network connection was briefly unavailable. Press Try again. If it persists across several pages for more than an hour, report it.
A table shows "Temporarily Unavailable"
The data service did not answer for that table, or the table is turned off for now. Check back later.
A count shows a dash, or a Partial load notice
Qope could not read that figure, or one of a page's sources answered only in part. A dash is never a zero. Reload in a few minutes. See Data Caveats.
A filter returns zero rows when it should not
Three likely causes, in order:
- The value contains a comma. Filter values are split on commas, so such values can never match. Qope marks these where it knows about them.
- Case mismatch. Categorical values are stored in upper case. A hand-built URL comparing against
Yeswill not matchYES. - Wrong vocabulary. Prov Summary and Providers use different specialty names. A specialty copied from one will not match the other.
See Data Caveats.
An "Open in full table" button is greyed out
The chip reads Not filterable in full table. The database table cannot express the filter the analysis used, so opening it would show a different set of records with different counts. The tooltip explains which filter is the problem.
Sign-in says "Incorrect email or password"
Check the address and password and try again. If you have forgotten the password, use Forgot Password? on the sign-in page. If you normally sign in with Google, use that button instead.
Sign-up says my email domain looks mistyped or cannot receive email
Qope checks addresses at sign-up. Fix the typo it suggests, or use an address whose domain accepts email.
After a password reset link, Home will not open
A reset link only lets you set a new password. Choose one on the page you land on; Home opens once it is saved.
I keep getting signed out
Qope allows one active session per account. Signing in elsewhere ends the earlier session, and the signed-out browser says the account was signed in on another device. If you are being displaced repeatedly, someone else is signing in with the same account.
Google sign-in returns me to the wrong page
Sign in from the Qope sign-in page rather than from a bookmarked callback URL, and try again. If it persists, report it with the URL you started from.
I did not get an email
- Check spam.
- Radar emails -- instant alerts, the weekly digest and Monday list briefs -- go to Pro and Teams accounts only.
- Check Email notifications in Settings. Instant radar alerts and the weekly radar digest can each be turned off, and Monday list briefs stop when the weekly digest is off.
- Instant alerts need two consecutive checks, made twice a day, to confirm a change, so there is a lag of up to about a day by design. The weekly digest is skipped in weeks when nothing changed.
Verification, password reset and invitation emails are always sent regardless of these switches. Lead list sharing is announced in the notification bell, not by email.
Exports are turned off for my seat
On Teams, the owner can turn exports off for a seat from the Hub. Ask the team owner to switch Can export back on for you.
A number disagrees with the FDA website
Check three things before reporting:
- Are you comparing like with like? Shortage records versus drugs, presentations versus molecules, and shortages versus discontinuation notices are all different counts.
- Check each side's date. The table footer shows when Qope last refreshed the dataset; compare it with the date on the FDA page.
- Is this a documented caveat? Several apparent discrepancies are explained in Data Caveats.
Most FDA sources are published free on openFDA (open.fda.gov), so you can verify directly.
An export is smaller than expected
Table exports cap at 1,000 rows on every plan. The export dialog says "Exporting the first 1,000 of" the matching total when the cap applies. Narrow your filters to get the slice you want. If an export fails because part of the data did not load, it is not counted; try again.
Radar shows an item as changed when nothing seems different
Radar compares each watch with what it showed at your last review. A change stays listed until you click Mark seen or Mark all seen, so something you saw on another day can still be listed. A change can come from any tracked field -- generic listings, staged generics, price, recalls -- not only the headline figure. Open the row to see each recorded change.
If a watch is marked Incomplete data, one of its sources did not answer and no change was recorded from it.
Still stuck
Send a report through the feedback form with the page, the filters or full URL, what you saw and what you expected. Teams accounts can raise it in their Slack channel.