Troubleshooting
The messages you may run into in Red Cricket Cloud, what they mean, and what to do about each one.
Last reviewed:
Organized by what you see on screen, not by module. If you have the message at hand, search for it as-is in the box above.
I can't sign in
| Message | What it means and what to do |
|---|---|
| Your account has not been invited to Red Cricket Cloud | Your email does not belong to any organization. Signing up again will not fix it: ask an administrator of your organization to invite you from Settings → Team. |
| The link expired or is not valid | Invitation and recovery links expire. Ask for a new one — the invitation is resent from the same Team table, with no need to re-enter your details. |
| Incorrect email or password | If you are unsure of the password, use *Forgot your password?* rather than keep trying: you get a link to set a new one. |
| Your session expired | Sign in again. If you were mid-entry, check that your work was saved before redoing it. |
I can't see a module or a section
It is almost always one of two things, and neither is a failure: your plan or your role.
| Message or symptom | Cause |
|---|---|
| This module is not available on your current plan | The module exists but belongs to a higher plan. The table of what each plan includes is in Concepts. |
| I don't see Team or Billing | Your role is User, not Administrator. That is expected: see roles. |
| You do not have permission to perform this action | In Compliance, approving or rejecting evidence and deactivating a framework require the Administrator role. So does deleting evidence, with one exception: you can delete what you uploaded yourself while it is still *Pending review*. Once approved or rejected, only an Administrator can delete it — a decision now rests on it. |
| Passwords & Backups shows as locked on Growth | On that plan it is a paid add-on purchased separately. On Enterprise it is included. |
| Passwords & Backups locked on Enterprise | It is included there, but may not be activated for your organization yet. Write to soporte@redcricket.net. |
I hit a limit
*"You've reached the limit…"* messages come from your plan, not the product. You have two ways out: move up a plan or free up room by removing what you no longer use.
- Vendors — 15 on Starter, 60 on Growth, uncapped on Enterprise. An inactive vendor still takes a slot: if you no longer work with them, mark them inactive, but consider whether their history is worth keeping as evidence.
- Email domains — 1 on Starter, 3 on Growth, uncapped on Enterprise.
- Compliance frameworks — one active at a time on Starter. Deactivating one deletes nothing: the checklist and evidence are kept.
- Attack Surface assets — 15 on Growth, uncapped on Enterprise.
- Manual scans per month — 4 on Growth, 20 on Enterprise. The counter resets with your cycle, and scheduled scans keep running even if you use up the manual ones.
I added something and nothing shows up
The most common case, and rarely an error: many checks are not instant.
| What you added | When you'll see results |
|---|---|
| A domain in Email Authentication | The first check runs within 24 hours. After that it repeats on its own. |
| A DNS change | It takes up to an hour to show. *Check now* forces it, with a short pause between attempts. |
| An address in Breach Exposure | The first check runs within 24 hours; after that it is daily. |
| A source in Alert Center | The feed only shows what sources send. If it is empty, check that the webhook URL is configured in the originating tool. |
| An asset in Attack Surface | It enters the next scheduled scan. If you are in a hurry, use a manual scan. |
Other messages
| Message | What to do |
|---|---|
| This domain / asset is already being monitored | It already exists in your organization. Look for it in the list rather than adding it again — a teammate may have added it. |
| Checked — wait a moment before trying again | There is a pause between manual checks so the queried service is not overloaded. It is not an error: wait and retry. |
| That partner code has expired / reached its usage limit | Codes have a date and sometimes a quota. Ask your contact for a current one; the account can be created without a code. |
| Your last payment could not be processed | Update the payment method under Settings → Billing before the period ends, or access stops. |
| Not available through this channel. Contact us | Enterprise is neither purchased nor changed through self-service: its scope is defined case by case. |
When to write to support
Write to soporte@redcricket.net when the problem is neither a plan nor a role issue: an included module that will not activate, the only administrator locked out, or something the platform reports as an error repeatedly.
It helps a lot to include three things: the exact message you see, which screen it appears on, and what you did just before. That turns three exchanges into one.