Troubleshooting and FAQ
Blunt answers to the things that actually go wrong.
Scanning#
"You've reached your plan's limit of 1 site."#
You're on the free plan, which allows one tracked site — and the portal has no way to remove a site once added. It appears when you track a second site; scanning a page on another domain is never blocked (it costs a credit and appears under Ad-hoc scans). Individual Lite at $49/mo already allows 3 sites — you don't need an Agency plan. The Track dialog says so before anything is charged.
A scan failed.#
It was refunded automatically — check Settings → Credit history, where the scan shows as one entry marked Refunded. Usual causes: the page needs a login (use the extension), it's a JavaScript-only shell with no server-rendered content, or robots rules block it.
My scan is stuck / nothing is happening.#
Scans run in the background and a large site queues them. Navigate away and come back — progress shows as x / y on the dashboard. A 51-page site finishes in a couple of minutes.
New pages aren't being scanned.#
Discovery isn't continuous. Go to Sitemaps → Look for new pages (2 credits, refunded when it finds nothing new, once an hour per site) after launching new sections.
Contrast findings changed between scans and I didn't change anything.#
This is expected and worth understanding. Contrast checks depend on what actually rendered — viewport width, lazy-loaded content, and background images all affect the result. Contrast counts are the least reproducible metric in automated accessibility testing. Trust the trend, not a single run.
Scores#
Why isn't my score 100?#
Almost no site scores 100 on a first scan. Zylyn's own site scores 92. See what is a good score.
My score dropped and I didn't change anything.#
Check pages scanned on the dashboard. If more pages have been scanned since you last looked, the average now includes pages that were previously unmeasured. A score over 44 of 51 pages isn't comparable to one over 51 of 51.
My score says POOR but there seem to be only a couple of real problems.#
Both can be true. The score counts best-practice rules alongside genuine WCAG failures, and weights by how many elements are affected — so one best-practice rule firing on every div drags the number down hard. Count the WCAG-tagged findings to see your actual conformance gap. Don't set a remediation budget from the headline percentage.
Does a high score mean I'm ADA or WCAG compliant?#
No. It means the machine-checkable part is clean. Automated testing reaches roughly 20–40% of WCAG success criteria. Conformance you can defend needs manual testing with assistive technology.
Credits#
Where did my credits go?#
Settings → Credit history shows every credit in and out with the balance after each, and this month's credits used, refunded and added.
I ran out mid-scan.#
Scans pause automatically. Top up or upgrade and re-run — you aren't charged for what didn't run.
Why did an export cost a credit?#
Report exports are metered at 1 credit each (PDF, CSV, email). Download all issues on the Overview is 1 credit for each page with something to export, shown and confirmed before the charge; a download that fails is refunded. Export once and share the file.
Do unused credits roll over?#
Not stated in the portal. Ask Zylyn before relying on it.
AI fix suggestions#
A suggestion contains [PLACEHOLDER].#
That's the Needs your input status — the fix is structurally complete but needs wording only you can supply, like what a progress bar measures. Replace it; don't ship the placeholder.
It says "Dev required" — is the suggestion wrong?#
No, it means no safe automatic patch exists. Typically the change touches a shared design token or component, so applying it affects more than the page you scanned. A developer should decide.
Can I apply suggestions automatically?#
No, and you shouldn't want to. They're AI-generated and require review. A wrong aria-label is worse than none — it misleads screen reader users confidently.
Reports and the conformance report#
I can't publish the conformance report.#
The Publish dialog says what stands in the way: rows without a decision, decided rows without a remark (Partially Supports, Does Not Support and Not Applicable need one), a Not Evaluated outside Level AAA, or a row flagged Evidence changed that needs confirming. Use the filters above the rows to find them; Accept every suggestion decides every undecided row that has a suggestion. Publishing again with nothing changed since the last version is refused too — change the report date or a row. See conformance reports.
A row says Needs your decision but the scan found nothing.#
Three reasons, and the row's evidence says which: no automated rule tests that criterion at all, so only your own testing can decide it; the scanner left checks for manual review, which is not the same as passing; or a page's latest scan predates the findings index, so its issues may simply not show — re-scan those pages, then refresh the evidence. Supports is suggested only where rules exist, looked, and found nothing.
What's the difference between Violations and Incomplete?#
Violations are confirmed problems. Incomplete means the scanner couldn't decide and a human needs to look — it does not mean "fine". See the four result buckets.
What does "Partial coverage" mean?#
Some content — usually third-party iframes — couldn't be scanned. The report covers what Zylyn could reach.
Account and access#
Can I remove a site? Not through the portal. Contact Zylyn.
Can I invite a colleague? Not on Free or Individual Lite. Team seats start at Individual Pro.
Who can see my reports? Everyone on your account — there's no per-member visibility control — and your managing agency if you have one. This includes reports from pages scanned behind a login.
I never got a confirmation email. There isn't one. Registration signs you straight in.
I forgot my password. Use Forgot password? in the login dialog.
Getting help#
Request remediation help on any report contacts Zylyn's accessibility team. For account or billing issues, use the contact route on zylyn.co.