Troubleshooting and FAQ

Blocked exits, no picks versus sold out, the three-second interval, re-mints.

The questions that actually come up, in the order they come up. Every monitor's own page carries the last 200 log lines and a plain-English status line; start there, then find the symptom below.

"It says Running but I have had no cards"

Look at the four counters on the monitor card before assuming anything is broken.

Polls climbing, finds 0: Working perfectly. There are no tickets. This is the normal state of a monitor and it can be the state for days.
Polls stuck at 0: It has not read anything yet. Either it is still clearing (give it a minute) or every exit is being refused — see blocked exits.
Blocks climbing fast: The site is refusing the reads. Proxies, again.
Finds climbing but nothing in Discord: The webhook. Go to Settings → Webhooks and press Send test card; if that arrives in a different channel from the one you are watching, that is your answer.

No picks versus sold out

These look identical from the outside and are completely different problems.

Sold out / nothing on sale. The site answered us properly and its answer was an empty list. Polls go up, blocks do not, the log records a clean read. Nothing to fix. On Ticketmaster the event's own page state is often suppressed in this case — see what suppressed means.
Blocked. The site refused to answer at all. Blocks go up, the log shows a 403, and the monitor throws that exit away and clears again elsewhere. This costs a credit each time, which is the other way to spot it: a monitor that is burning credits fast and finding nothing is being blocked, not watching a sold-out event.

The honest check: does the counter that is moving cost you money? Polls are free. Blocks lead to re-clears, and re-clears cost credits.

Blocked exits

A ticketing site decides, per address, whether to answer. Some of your proxy exits will be refused; that is normal and the monitor handles it by dropping that exit and using another. It becomes a problem when most of them are refused.

What helps, roughly in order:

More distinct networks, not more lines. A list of thousands of lines that all sit in one or two /24 ranges behaves exactly like one proxy and gets blocked like one. Judge a list by how many separate networks it covers. Measured 9 September 2026 on a pool used for another site: 80 hosts in only 7 /24s, 62% of them in a single one — that list performed like seven proxies.
The right country. UK sites, GB exits. On a rotating gateway the country field must be the ISO code GB; UK is not a country code and is answered with a proxy error.
Residential or ISP rather than datacentre. Datacentre addresses are the cheapest and the most blocked.
Give it time. Block rates rise under sustained volume: measured over three hours on another site, refusals climbed from 55% to 77% with no change at our end. Two providers that looked identical in a quiet hour still both degraded. A run that starts well and decays is usually this, not a broken setting.

What does not help: retrying the same refused exit immediately. That is why a monitor that exits with "the site refused the monitor" is not restarted automatically.

The three second interval, and why not faster

Three seconds per event is the floor, and it is not us being stingy with CPU.

A cleared session is a limited resource. Reading through it faster does not make tickets appear sooner; it makes the site retire the session sooner. Measured on box2 on 12 September 2026 at twenty reads a minute, sessions died after anywhere between 2.6 and 19.4 minutes.
Every death costs a credit and about seven seconds of blindness while the monitor clears again. Halving the interval would roughly double both.
Real availability does not appear for one second. Between a listing appearing and it being gone there is usually a window of tens of seconds, and three-second polling is inside it.

You can set a longer interval, and it is a reasonable thing to do on a quiet event you are watching for weeks: fewer reads, fewer session deaths, fewer credits.

Clearance re-mints and what they cost

A "re-mint" is the monitor clearing the site's anti-bot check again after the previous cleared session was refused or expired. Each one costs:

one credit (or one solve on your own captcha key), and
about seven seconds during which that event is not being read.

On the monitor card, Clearance is the age of the current session. Watch it for a minute: rising steadily to several minutes and resetting is healthy; resetting every few seconds means the exits are being refused at first use and you are paying a credit each time. Fix the proxies before buying more credits.

What the status messages mean

Paused — no credits: Your Firm balance is zero. Top up and it restarts by itself; the slot was never given up. Or switch this monitor to your own captcha key.
Paused — billing: The subscription is not active. Open Settings → Billing. Everything is kept exactly as it is until it is sorted out.
Your captcha key or proxy settings were rejected: The engine found a credential missing or refused and stopped rather than hammer the site with something that cannot work. Verify the key on the captcha keys page; check the proxy username, password and port.
The site refused the monitor: A block or a sign-in wall. Not retried automatically, on purpose. Change exits, then start it again.
The engine rejected the task file: The URL is not something that engine can watch. Delete the monitor and paste the event link again from the site's address bar.
The engine crashed: A bug or something transient. It restarts by itself with a longer gap each time. If it never settles, send us the monitor id and we will read the log.

Proxy errors

407 on everything: Wrong username or password — or the provider authorises by IP address and has not been told about our box.
Timeouts on everything: Wrong port. Providers usually give an HTTP port and a SOCKS port; we want HTTP.
A proxy 400 mentioning the country: The country field wants an ISO code. GB, not UK.
It worked yesterday: Rotating plans retire exits. If most lines are healthy and a few are not, the list is fine and those exits are gone.

Discord problems

"Invalid Webhook Token" on a test: The URL was truncated when copied, or the webhook has been deleted in Discord. Copy it again with the Copy Webhook URL button.
The test worked but nothing arrives: You are watching a different channel from the one the webhook belongs to.
Duplicate-looking cards: One card per new find; the same listing is not re-posted on the next poll. A second card for a block you have seen means the quantity, price or seat numbers changed, which is usually a partial release.
Too many cards: Narrow the monitor: a specific quantity, one market rather than all, or a maximum price. Or give that event its own channel and mute it.

Account and billing

The verification email has not arrived: Check spam, then use the resend link on the sign-in page. It is sent by Resend from thefirmalerts.com.
I paid but the app still asks me to choose a plan: The return page waits for Stripe's confirmation and forwards you automatically, usually within a few seconds. If it has been minutes, reload — the payment is safe either way, and the subscription follows the webhook, not the browser.
Everything stopped at once: Almost always billing: a failed renewal pauses every monitor at the end of the paid period. Settings → Billing will say so.

Still stuck

Send us the monitor id (it is in the address bar on the monitor page), roughly when it happened, and what the status line said. The logs are kept for a few days and are redacted, so we can read them without ever seeing your webhook token, proxy password or captcha key.

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