PAGE 3 OF 3 — HELP CENTRE — foxrevo.com/help 🦊 FoxRevo Help Centre Everything you need to get the most from FoxRevo Need help fast? Email us at hello@foxrevo.com — Starter users within 3 business days, Pro users within 1 business day, Elite users within 4 business hours. Or browse the sections below to find your answer right now. Section What You Will Find Section A — Getting Started Account setup, connecting Stripe, running your first autopsy Section B — Understanding Your Results How each check works, what findings mean, how to read your report Section C — Fix Steps Guide Detailed guidance for resolving each type of finding Section D — The Five Checks Explained Deep explanation of each autopsy check Section E — Subscription and Billing Plans, upgrades, cancellation, invoices Section F — Account and Profile Settings, connections, password, security Section G — Security and Privacy How we protect your data and your customers' data Section H — Frequently Asked Questions Quick answers to the most common questions Section I — Troubleshooting Common errors and how to fix them Section J — Contact and Support How to reach us and what to include Section A — Getting Started A1. Creating Your Account To create a FoxRevo account: Step 1: Go to foxrevo.com Click the 'Start Free Trial' button on the homepage. You do not need a credit card to sign up. 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. Step 2: Enter your details Provide your name, email address, and a password. Your password must be at least 8 characters and contain both letters and numbers. Step 3: Verify your email Check your inbox for a verification email from hello@foxrevo.com. Click the link to verify. Check your spam folder if it does not arrive within 5 minutes. Step 4: Complete onboarding Tell us about your company (optional but recommended), connect your Stripe account, and run your first autopsy. A2. Connecting Your Stripe Account FoxRevo connects to Stripe using a Restricted API Key — a special type of key that gives read-only access to specific data. This is different from your full Stripe secret key. We never ask for your main secret key. Why a Restricted Key? A Restricted Key limits what FoxRevo can see and do. We configure it with read-only permissions on Customers, Subscriptions, Charges, Invoices, and Payment Intents — and nothing else. This means FoxRevo cannot charge your customers, issue refunds, or make any changes to your account. How to Create a Stripe Restricted Key — Step by Step 5. Log in to your Stripe Dashboard at dashboard.stripe.com 6. Click 'Developers' in the left-hand menu 7. Click 'API Keys' 8. Click the '+ Create restricted key' button 9. Give the key a name — we recommend 'FoxRevo Read-Only' 10. Under Permissions, set the following to 'Read only': Customers, Subscriptions, Charges, Invoices, Payment Intents. Leave all other permissions set to 'None'. 11. Click 'Create key' 12. Copy the key (it starts with rk_live_ for live mode or rk_test_ for test mode) 13. Paste it into the FoxRevo connection field in your Profile > Connections tab or during onboarding 14. Click 'Test Connection' — FoxRevo will verify the key and display your account name Your key is encrypted and stored securely. It is never displayed again in full after you save it — only the last 4 characters are shown. 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. Using Live vs Test Mode If you are testing FoxRevo before connecting your real account, you can use a Stripe test mode restricted key (starts with rk_test_). Test mode data is typically sparse, so findings may be limited. For accurate results that reflect your real revenue situation, use a live mode key. A3. Running Your First Autopsy Once your Stripe account is connected, you are ready to run your first Revenue Autopsy. 15. Navigate to 'Run Autopsy' in the left sidebar or bottom navigation 16. Your connected Stripe account is shown with a green 'Connected' badge 17. Select your analysis window: 6 months, 12 months (recommended), or 18 months 18. Click 'Run Autopsy Now' 19. Watch the five checks run in real time — each shows a progress indicator as it completes 20. When complete, your results appear immediately on screen 21. You will also receive an email summary within a few minutes Which analysis window should I choose? Start with 12 months. This gives FoxRevo enough history to detect subscription drift and discount issues that take time to accumulate. If you have a large Stripe account (1,000+ customers), 12 months is a good balance of speed and thoroughness. Use 18 months if your business has been running for over 2 years and you want to catch older issues. Use 6 months for quick regular scans once you have already resolved your initial findings. A4. Understanding Your Trial Your free trial gives you 14 days of full Fox Pro access. Here is what that includes: • Up to 10 Revenue Autopsies during the trial period • All five revenue checks on every scan • Full report downloads (CSV and TXT) • AI Revenue Grade Report and Revenue Health Index • 18-month analysis window Your trial starts when you create your account, not when you run your first autopsy. Make the most of it by running your first scan on day one. No credit card is required until your trial ends. You will receive reminder emails at days 7, 12, and 14. Section B — Understanding Your Results B1. The Results Screen After an autopsy completes, your results screen shows: 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. • A headline total: the combined estimated revenue impact across all findings • A summary card for each of the five checks, showing the signal strength, number of items found, and total impact • Detailed findings for each check, including the specific customers, invoices, or subscriptions involved • Fix steps for every finding — step-by-step instructions for recovering the identified revenue • Export buttons to download your findings as CSV or full report B2. Signal Levels Each finding is assigned a signal level that indicates its priority and the urgency of action: Signal Level What It Means STRONG SIGNAL High-impact finding. Revenue is actively leaking right now. Act on this first. SIGNAL Medium-impact finding. Worth addressing within your next billing cycle. REVIEW Lower-impact or ambiguous finding. Review manually to confirm whether action is needed. NO ISSUES This check found nothing. Your revenue is healthy in this area. B3. Revenue Health Index (RHI) Your Revenue Health Index is a single score from 0 to 100 that represents the overall health of your revenue operations. It is calculated from the results of each autopsy and takes into account: • The severity and volume of findings across all five checks • Your rate of resolving open findings over time • Benchmarks against similar businesses on the platform A score above 90 indicates excellent revenue health. Between 70 and 89 indicates moderate leakage that is worth addressing. Below 70 indicates significant leakage requiring immediate action. Your RHI improves as you resolve findings and run regular autopsies. Track it over time in your Track & Growth screen. B4. AI Revenue Grade (Pro and Elite) Your AI Revenue Grade is a letter grade (A+ through F) generated by analysing your RHI score, findings history, and resolution rate. It includes: • An overall grade and plain-English assessment of your revenue health • Category grades for Billing Health, Subscription Health, Pricing Health, and Churn Health • A benchmarking comparison against similar companies on FoxRevo • Top three prioritised recommendations for your next actions The AI Grade is recalculated after every autopsy run. It is available on Fox Pro and Fox Elite plans. B5. Downloading Your Report After every completed autopsy, you can download your findings in two formats: 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. • CSV: A spreadsheet-ready file with all findings data — customer identifiers, amounts, dates, and finding types. Ideal for sharing with your team or importing into another tool. • Full Report (TXT): A formatted plain-text document with all findings organised by check, including the fix steps for each finding. Ideal for reading, filing, or sharing with your accountant or finance team. Reports are available from the results screen immediately after an autopsy and from your autopsy history in Track & Growth. Section C — Fix Steps Guide C1. How to Use Fix Steps Every finding in FoxRevo comes with specific, step-by-step fix steps. These are not generic suggestions — they are instructions designed for the exact type of leakage detected. Here is how to use them: 22. Expand the finding card by clicking on it 23. Read the fix steps in the highlighted green box at the bottom of the card 24. Open your Stripe Dashboard in another tab and follow the steps 25. When you have taken the action, come back to FoxRevo and mark the finding as 'In Progress' or 'Resolved' 26. Your Recovery total and Revenue Health Index will update as you resolve findings Start with Failed Payment Graveyard If you are not sure where to begin, start with Check 2 — Failed Payment Graveyard. This money is already legally owed to you. The invoices are outstanding. A simple retry or a direct email to the customer can recover it immediately. It is the fastest win available in most accounts. C2. Marking Findings as Resolved When you have taken action on a finding, mark it as resolved in FoxRevo. This: • Moves it out of your open findings queue • Adds the finding's impact to your total Revenue Recovered figure • Improves your AI Revenue Grade action score • Updates your Revenue Health Index To mark a finding as resolved: expand the finding card > click 'Mark as Resolved'. You can also change status from the Findings Tracker in your Track & Growth screen. C3. When Not to Act on a Finding FoxRevo findings are algorithmically generated and may occasionally flag something that has a legitimate business explanation. Before acting on any finding, consider: • Ghost Customer Scan: The customer may be on an agreed payment holiday or be in a negotiated pause. Check your CRM or notes before contacting them. 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. • Subscription Drift: You may have deliberately grandfathered certain customers at a legacy rate. If so, mark the finding as 'Resolved' with a note to exclude it from future counts. • Discount Vampire Hunt: Some 'forever' discounts may have been intentionally promised to a customer as part of a deal. Review your records before removing. • Involuntary Churn: Some customers in the churn window may have already been contacted and chosen not to return. Focus on those you have not yet reached. If a finding is not applicable to your situation, you can mark it as 'Resolved' or 'Dismissed' to keep your dashboard clean. Section D — The Five Checks Explained 👻 Check 1: Ghost Customer Scan What it checks: Customers who have an active subscription in Stripe but have had zero successful payments in the last 90 days (or 400 days for annual plans). Why it matters: Ghost customers represent active billing relationships that are not generating revenue. They may have slipped through due to failed payment attempts that were not followed up, manual billing arrangements that broke down, or internal oversights when restructuring subscriptions. How to fix it: Export the list, contact each customer directly to request payment method update, retry payments in Stripe, and cancel any subscriptions that cannot be resolved within 14 days. 💀 Check 2: Failed Payment Graveyard What it checks: Invoices with status 'open' or 'uncollectible' where at least one payment was attempted and failed, and the subscription was not subsequently cancelled. Why it matters: Stripe retries payments automatically for a short period, then stops. Most businesses never review what is sitting in the failed payment graveyard. This money is legally owed to you — the customer received the service and the invoice was issued. It is recoverable, especially for recent failures. How to fix it: Sort by amount (largest first), email customers with a direct payment link, retry payments in Stripe for any who have updated their card, and review dunning settings to prevent future buildup. ❄️ Check 3: Subscription Drift Detection What it checks: Active subscriptions where the price associated with the subscription was created more than 18 months ago AND the current price for that product is higher — meaning the customer is paying less than your current rate. Why it matters: When a business raises prices, existing customers who are not explicitly migrated continue paying the old rate indefinitely. Stripe does not automatically update existing subscriptions when a new price is created. This creates a quiet margin erosion that compounds over time. How to fix it: Decide your migration approach (immediate or gradual), give customers 30 days' notice, and update subscriptions in Stripe to the current price. Expect 3–8% cancellations — the revenue gained from migration typically outweighs this. 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. 🧛 Check 4: Discount Vampire Hunt What it checks: Active subscriptions where a discount coupon is applied that has either passed its intended expiry date (duration exceeded) or is set to 'forever' with no expiry and was created more than 12 months ago. Why it matters: Sales teams and founders issue discounts to close deals and solve problems, but they rarely remove them. A 30% discount on a £500/month subscription running for 2 years has cost £3,600. Multiply across 10 customers and you have £36,000 of preventable margin erosion. How to fix it: Remove expired discounts immediately in Stripe. Review forever discounts and remove those without a documented commercial justification. Contact customers before removing any discount that was explicitly promised to be permanent. 🔄 Check 5: Involuntary Churn Window What it checks: Subscriptions cancelled in the last 6 months where the cancellation was triggered by payment failure (evidenced by the latest invoice being in 'open' or 'uncollectible' status at time of cancellation) rather than a deliberate customer decision. Why it matters: Industry data shows that 20–40% of SaaS churn is involuntary — customers lost not because they wanted to leave, but because a card expired and nobody caught it. These customers are among the most recoverable because they had no intention of cancelling. The sooner you reach them after cancellation, the higher the recovery rate. How to fix it: Contact customers cancelled within the last 30 days immediately — recovery rate is 40–60%. Use the provided email script. Offer to reactivate with no friction. For customers cancelled 30–90 days ago, send a win-back email with a small incentive. Section E — Subscription and Billing E1. Choosing the Right Plan I should choose... If... Fox Starter (£29/month) I am a solo founder or small team running monthly checks to stay on top of basic leakage. I am comfortable with 3 runs per month and do not need AI grading. Fox Pro (£79/month) I want weekly scanning capability, AI-powered grade reports, benchmarking, and a longer analysis window. This is the right plan for most active SaaS businesses. Fox Elite (£199/month) I manage multiple Stripe accounts, need unlimited scans, want white-label reports, and want dedicated support. Right for agencies, consultants, and operators managing multiple revenue streams. E2. Upgrading or Downgrading You can change your plan at any time from Profile > Billing > Change Plan. • Upgrading: Takes effect immediately. You are charged a pro-rata amount for the remainder of the current billing period. 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. • Downgrading: Takes effect at the start of the next billing period. You retain access to your current plan's features until then. E3. Annual Plans Annual plans are available for all three tiers and save you the equivalent of 2 months compared to monthly billing. Annual plans are billed as a single payment at the start of each year. You can switch from monthly to annual at any time — the change takes effect at your next renewal date. E4. Viewing Invoices All invoices are accessible from Profile > Billing > Billing History. Each invoice includes: date, plan, amount, and a download link for the PDF invoice. Invoices are also sent to your registered email address each time a payment is processed. E5. Updating Your Payment Method Update your payment method at any time via Profile > Billing > Update Card. You can also access the Stripe Customer Portal directly from this page to manage all billing details. Your card details are handled by Stripe and never stored on FoxRevo's servers. E6. Cancelling Your Subscription To cancel: Profile > Billing > Cancel Plan. You will be asked a brief question about why you are cancelling — your feedback helps us improve FoxRevo. Cancellation takes effect at the end of your current billing period. Your data is retained for 90 days after cancellation. Section F — Account and Profile F1. Updating Your Profile Your profile information is managed under Profile > Account. You can update your name, timezone, and email notification preferences. Company details (used for report personalisation) are under Profile > Company. F2. Changing Your Password To change your password: Profile > Account > Change Password. A password reset link will be sent to your registered email address. Follow the link to set a new password. You will receive a security notification email confirming the change. F3. Changing Your Email Address To change your email: Profile > Account > Change Email. You must verify the new email address before the change takes effect. Until verification, your old email address remains active. F4. Managing Stripe Connections All your connected Stripe accounts are managed under Profile > Connections. From here you can: • View the status of each connection (active / inactive) • Test a connection (re-validates the key against Stripe) 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. • Update a key (if you have rotated or replaced your Stripe restricted key) • Disconnect an account (removes the key from FoxRevo immediately and permanently) • Add a new connection (Pro and Elite plans — up to 2 and unlimited connections respectively) F5. Deleting Your Account To permanently delete your account: Profile > Account > Delete Account. You will be asked to confirm. Once confirmed: • Your Stripe API keys are deleted immediately • All your data is queued for permanent deletion within 90 days • Your subscription is cancelled if active • You will receive a confirmation email Account deletion is permanent. We cannot restore data after the 90-day window has passed. Section G — Security and Privacy G1. How We Protect Your Stripe Key Your Stripe Restricted API Key is the most sensitive data you provide to FoxRevo. Here is exactly how we protect it: 27. When you paste your key and click save, it is immediately encrypted using AES-256-GCM before being written to our database 28. The encryption key is stored separately in a secure environment variable, not in the database 29. The key is never displayed in our application interface after the initial save — only the last 4 characters are shown 30. The key is decrypted server-side, in memory, only at the moment an autopsy job needs to make a Stripe API call 31. It is never logged, never included in error reports, and never transmitted to any third party 32. When you disconnect a Stripe account or delete your FoxRevo account, the key is permanently deleted from our systems immediately G2. What Data We Access From Stripe During a Revenue Autopsy, FoxRevo makes read-only API calls to retrieve: • A list of your active subscriptions (subscription ID, customer ID, price, status, start date) • Recent charges per customer (amount, status, date) • Open and uncollectible invoices (invoice ID, customer ID, amount, status, attempt count) • Subscription price history (price ID, product ID, amount, created date) • Customer discount information (coupon ID, duration, created date) • Recently cancelled subscriptions (subscription ID, customer ID, cancellation date, latest invoice status) We also retrieve the customer's email address to display in your findings report. We do not retrieve or store card numbers, bank account details, full names, addresses, or any other personal data beyond email and billing amounts. 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. G3. Your Customers' Data FoxRevo retrieves limited data about your Stripe customers to generate findings. We handle this data as follows: • Customer email addresses from your Stripe account are stored as part of your findings data, encrypted at rest • This data is visible only to you in your FoxRevo account • It is never shared with other FoxRevo users or third parties • It is deleted when you delete your account or when findings are purged after account cancellation • FoxRevo acts as a data processor for this data — you remain the data controller If your customers ask about their data being accessed by FoxRevo, you can explain that you use FoxRevo as a read-only revenue analytics tool that reviews billing data to identify and resolve billing issues. G4. Reporting a Security Concern If you discover a potential security vulnerability in FoxRevo, please email security@foxrevo.com with: • A description of the issue • Steps to reproduce it • The potential impact as you see it We will acknowledge your report within 48 hours and aim to resolve valid issues within 14 days. We ask that you do not publicly disclose the issue before we have had the chance to address it. We appreciate responsible disclosure. Section H — Frequently Asked Questions H1. Getting Started Do I need to give FoxRevo my main Stripe secret key? No. FoxRevo only works with a Stripe Restricted API Key — a special read-only key with limited permissions. You create this in your Stripe Dashboard under Developers > API Keys > Create restricted key. Never give us your full secret key (which starts with sk_live_). We do not ask for it and we do not need it. Can FoxRevo make changes to my Stripe account? No. FoxRevo uses read-only access only. We cannot charge your customers, issue refunds, modify subscriptions, or make any changes whatsoever to your Stripe account. If you want to action a finding, you do it yourself directly in Stripe — FoxRevo just tells you what to do and where. How long does an autopsy take? Typically 45 to 90 seconds for accounts with up to 1,000 customers. Larger accounts (1,000–5,000 customers) may take 2 to 3 minutes. Accounts with 5,000+ customers may take up to 5 minutes. You can navigate away from the page — the autopsy continues in the background and you will receive an email when it is done. 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. Do I need a credit card to start a trial? No. You can sign up and run autopsies for 14 days without providing any payment information. You only need to add a card when you decide to continue with a paid plan after your trial. H2. Results and Findings Are the revenue impact figures exact amounts I will definitely recover? No — they are estimates of the potential revenue at stake. The actual amount you recover depends on whether customers pay, whether they respond to outreach, and whether the underlying billing issues are resolved. Think of them as the maximum possible recovery if every finding is actioned successfully. In practice, most businesses recover 40–70% of the identified amount. FoxRevo found something but I think it is wrong. What should I do? FoxRevo findings are generated algorithmically and occasionally flag situations that have a legitimate business explanation — such as deliberate payment pauses, intentional price exceptions, or customers already in the process of being contacted. If you are confident a finding is not applicable, mark it as 'Resolved' or 'Dismissed' to remove it from your open findings queue. It will still appear in your history for record-keeping purposes. Why does my Revenue Health Index seem low even though I think my billing is healthy? The RHI is calculated based on the data in your Stripe account, not your perception of your billing health. Many businesses are surprised by what FoxRevo finds because these issues are invisible to the naked eye — they do not show up on your MRR dashboard or in your basic Stripe reporting. A low RHI is informational, not a judgement. It simply means there are recoverable opportunities in your account. Can I run an autopsy on a test Stripe account? Yes. If you use a Stripe test mode restricted key (starts with rk_test_), FoxRevo will run on your test data. Findings will be limited because test accounts typically have sparse data, but it is a good way to familiarise yourself with the interface before connecting your live account. H3. Plans and Billing How many autopsy runs do I get per month? Fox Starter: 3 runs per calendar month. Fox Pro: 10 runs per calendar month. Fox Elite: Unlimited runs. Runs reset on your subscription renewal date each month. If you reach your limit, you will see a message prompting you to upgrade. Can I switch between monthly and annual billing? Yes. You can switch from monthly to annual billing at any time — the change takes effect at your next renewal. Switching from annual to monthly takes effect when your current annual period ends. Contact hello@foxrevo.com if you need assistance with a mid-period billing change. 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. What happens to my data if I cancel? Your account is paused at the end of your billing period. All your autopsy history, findings, and reports are retained for 90 days. You can reactivate any time within that window without losing any data. After 90 days, all data is permanently deleted. Can I get a refund? We offer full refunds within 48 hours of your first paid charge if you have not run more than one autopsy since converting from a trial. Outside of this, we offer pro-rata refunds if a technical failure on our part prevents access for more than 48 consecutive hours. See Section 3.5 of our Terms of Service for the full refund policy. H4. Multiple Accounts and Connections Can I connect more than one Stripe account? Yes, on Fox Pro (up to 2 connections) and Fox Elite (unlimited connections). Fox Starter supports 1 Stripe connection. If you are an agency or consultant managing multiple clients, Fox Elite is the right plan. Can I share my FoxRevo account with team members? The current version of FoxRevo is a single-user account. Team and multi-seat functionality is on the roadmap. In the meantime, you can share report exports (CSV and TXT) with colleagues directly from the results screen. Section I — Troubleshooting I1. Connection Issues Error Message What to Do 'That API key doesn't seem to be valid' Check you are pasting a Restricted Key (starts with rk_live_ or rk_test_), not your main secret key (sk_live_). Restricted keys are found under Developers > API Keys in your Stripe Dashboard. 'Your key is missing some read permissions' Go to Stripe > Developers > API Keys > find your restricted key > click to edit it. Ensure 'Read' is enabled for: Customers, Subscriptions, Charges, Invoices, Payment Intents. Save and test again. 'We couldn't connect to Stripe right now' This is usually a temporary Stripe API issue. Wait 2–3 minutes and try again. If it persists, check Stripe's status page at status.stripe.com. 'Connection Active but account shows 0 customers' This may mean your restricted key is pointing to a different Stripe account than expected. Check that you copied the key from the correct Stripe account (some users have multiple). You can also check in Stripe > Customers to confirm the account has customers. 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. I2. Autopsy Issues Problem What to Do Autopsy stuck on 'Running' for more than 5 minutes Your autopsy is running as a background job. Navigate away and check back in 10 minutes — the results should be ready. You should also receive an email when it completes. If nothing arrives after 15 minutes, email hello@foxrevo.com with your account email and we will investigate. Autopsy completed but shows no findings This is possible if your Stripe account is genuinely in very good health. It is also more likely with test mode accounts or accounts with very few customers. Try running with a longer window (18 months) to check for older issues. Autopsy failed with 'Something went wrong' This typically means a temporary Stripe API timeout. Click 'Try Again' — it usually succeeds on the second attempt. If it fails repeatedly, email hello@foxrevo.com with your account email. Some checks show 0 findings, others show issues This is normal — not every check finds issues in every account. A check with 0 findings is a good result for that specific area. I3. Report Download Issues Problem What to Do CSV download does not start Try a different browser (Chrome or Firefox recommended). Disable any download-blocking browser extensions. If still failing, email hello@foxrevo.com — we can send the report directly. CSV opens but appears blank Open it with Google Sheets or Excel (not the preview in your browser). Make sure you are opening the file you downloaded, not clicking the link in the browser's download bar. 'Report not found' error Reports expire after 7 days for storage reasons. Run a new autopsy to generate fresh reports, or go to your autopsy history in Track & Growth and click 'Regenerate Report'. I4. Account and Login Issues Problem What to Do Cannot log in — forgot password Click 'Forgot password' on the login page and enter your email. Check your inbox and spam folder for a reset email from hello@foxrevo.com. The link expires after 1 hour. Verification email not received Check your spam folder. Add hello@foxrevo.com to your contacts and request a new verification email from the login page. If still not received after 15 minutes, email hello@foxrevo.com. Account says 'paused' but I have an active subscription This usually means a payment failed. Go to Profile > Billing to check payment status and update your card if needed. Email hello@foxrevo.com if your payment is up to date but the account is still paused. Two-factor authentication issues FoxRevo currently uses email-based verification only. If you are locked out, email hello@foxrevo.com with your account email and a 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. description of the issue — we can verify your identity and restore access. Section J — Contact and Support J1. How to Reach Us Contact Type Details General support hello@foxrevo.com — for all account, billing, and product questions Privacy and data privacy@foxrevo.com — for GDPR requests, data access, deletion Security issues security@foxrevo.com — for vulnerability reports and security concerns Billing disputes hello@foxrevo.com with subject line 'Billing Query' Press and partnerships hello@foxrevo.com with subject line 'Press' or 'Partnership' J2. What to Include When Contacting Support To help us resolve your issue as quickly as possible, please include: • Your registered email address • A clear description of the issue • The date and time the issue occurred • Any error messages you saw (a screenshot is helpful) • The browser and operating system you were using • If related to a specific autopsy: the autopsy run date and the Stripe account name J3. Support Hours Our support team is available Monday to Friday, 9am to 6pm UK time, excluding UK public holidays. We aim to respond within the timeframes below: Plan Response Time Fox Starter Within 3 business days Fox Pro Within 1 business day Fox Elite Within 4 business hours (Slack/WhatsApp channel also available) J4. Feedback and Feature Requests We genuinely read and use every piece of feedback. If you have a suggestion for a new feature, an improvement to an existing one, or a check you think FoxRevo should run, email us at hello@foxrevo.com with the subject line 'Feedback' or 'Feature Request'. You can also reply to any of our emails directly. 🦊 FoxRevo.com | Privacy Policy, Terms of Service & Help Centre FoxRevo.com | hello@foxrevo.com | Find Your Leaks. Fix Your Revenue. Still need help? If you cannot find the answer here, email hello@foxrevo.com. We will get back to you as quickly as we can and update this Help Centre with any questions we see frequently — so your question helps the next person too. 🦊 FoxRevo.com — Find Your Leaks. Fix Your Revenue. hello@foxrevo.com | Document version 1.0 | Effective 1 May 2026