Support
Getting help
Most problems fall into a handful of buckets. Start here.
Common questions
I am not getting alerts
Open Settings in the app — the Alert delivery panel names the failing channel and when it last worked. Silence usually means nothing has tripped, which the panel lets you confirm rather than assume.
The app cannot reach my appliance
Check you are using the address the wizard printed. A local address only works on that network; a VPN address works anywhere. Run honeypot-info on the appliance to see it again.
A tripwire file did not fire
Office files are often blocked from loading external content — use the web-page or Windows-shortcut types on Windows. If the machine is on a different VLAN, see Network setup.
Moving to new hardware
Deactivate the old appliance from your account page, then activate the new one with the same key.
Still stuck?
Email us with your licence ID (never your full key) and what you were doing when it went wrong.
Support address to be published at launch.