Step-by-Step Instructions

1. Log into your dashboard at app.adacertify.io and go to Account > Subscription in the top right menu. Check your current plan’s scan limit and how many scans you have used this billing period.

2. If you have reached your scan limit, you will need to either wait for your billing cycle to reset or upgrade your plan. Contact support to request a plan upgrade.

3. If your scan limit is not exceeded, return to the site that failed and click Site Settings. Confirm that at least one page has been added under the Pages tab — a site with no pages assigned cannot be scanned.

4. Check whether the URL you are scanning is publicly accessible. Log out of ADAcertify and paste the URL into a private browser window. If it requires a login or shows a 404, ADAcertify cannot scan it.

5. If the page is accessible, try clicking Retry Scan. Occasionally this error is caused by a temporary timeout during a heavy crawl period.

6. If the error persists after retrying, contact support at support@adacertify.io and include the exact URL that failed and the timestamp of the error — this lets the team check for any server-side issue.

Common Questions

Does this error mean my subscription has been cancelled?
No. Your subscription remains active. This error only relates to scan feature usage — it does not affect your widget, your accessibility statement, or any other part of your account.

Can I scan subpages or internal pages?
Yes, but each page counts as a separate scan against your plan limit. Make sure you are scanning your most important pages first. Use the Discover Pages tool to prioritise high-traffic pages.

What is the difference between a scan and a monitor?
A scan is a one-time check you trigger manually. The Accessibility Monitor runs continuously in the background after the widget is installed and does not count against your manual scan credits.

Troubleshooting

Error appears on every scan attempt regardless of page: This indicates a plan-level restriction. Log into Account > Subscription and confirm your plan is active and not in a failed payment state. A lapsed payment will freeze scan access before cancelling the account.

Error only appears on one specific URL: The page may be blocking bots or requiring authentication. Try adding a user-agent exception in your server or CDN settings to allow ADAcertify’s scanner.

✅ Pro Tip: Check your Account > Subscription Usage page before contacting support for scan errors. Most scan failures are caused by limit overruns and resolve automatically at the start of the next billing cycle.