Troubleshooting and recovery

A report can fail or come back incomplete for a few different reasons. The most common ones, in order of likelihood:

• Ambiguous company name.If you typed something generic like "Tech" or "Capital", the ticker resolver picks the closest public listing — which may not be what you meant. Try a more specific name or the ticker symbol directly.
• Private or very small company. Our data sources cover ~10M public companies worldwide, but tiny private firms simply have no public footprint to analyze. The report will return with what we found and a low confidence score.
• Upstream outage. If a data source (news API, fundamentals API) had a hiccup, the report falls back to whatever sources are available. Re-running 5–10 minutes later usually works.

If a report failed entirely (red error banner, no content), it does not count against your quota. Just click Run again.

If it keeps failing on the same company, email contact@sentinellis.comwith the company name and the workflow ID shown in the error. We'll investigate and re-run it for free.

PDF generation runs server-side and takes 10–20 seconds for a typical report. If it's stuck or returning an error:

1. Refresh the report page and try again — the button can be cached on stale state.
2. Check your PDF quota in the same button tooltip. If you've hit the monthly limit on Pro/Master, you'll need a bundle.
3. If you bought a bundle and the count looks wrong, refresh; quota updates may lag the purchase by a few seconds.
4. Try a different browser. Some ad-blockers strip the download response.

The PDF currently renders with the light theme and Inter font, cover + table of contents + 5 charts. Older reports run before April 2026 may have a thinner layout — re-run the company to get the new format.

Still stuck? Email us with the report ID. We can regenerate the PDF on our side and email it to you directly.

Transactional emails are sent through Brevo. Delivery is normally under one minute, but ISPs occasionally flag new senders. Try these steps in order:

1. Search your inbox for Sentinellis or the sender sentinelis.enterprise@gmail.com.
2. Check spam, promotions, and updates folders.
3. Add the sender to your contacts so future mail bypasses filters.
4. From the page that triggered the email (e.g. forgot password), request a new one — old links expire in 1 hour and are single-use.
5. Try a different email address. Some corporate domains aggressively filter unknown senders; Gmail / Outlook / iCloud generally work without issues.

If nothing works after 10 minutes, email contact@sentinellis.com from the address you registered with and we'll verify or reset manually.

Sessions are stored as a JWT in your browser's localStorage with a 7-day expiry. Most login issues fall into one of these patterns:

• "Invalid credentials"— double-check the email (case doesn't matter; we lowercase) and try the password reset flow if you're unsure of the password.
• Logged out unexpectedly — most often a different browser tab signed out, or you crossed the 7-day expiry. Sign in again; nothing was lost.
• Stuck on a loading state — your token may be malformed. Open DevTools → Application → Local Storage, find sentinelis_token, delete it, then refresh and sign in again.
• Turnstile CAPTCHA fails to load — some networks block Cloudflare challenges. Try a different network (mobile hotspot is a good test) or disable tracker-blocking extensions for the page.

If 2FA is enabled and you lost your authenticator app, use one of the 10 recovery codes you saved when you turned 2FA on. Each code is single-use. You can regenerate the set from your account page after signing in.