Troubleshooting

Use this guide to diagnose common MyProjects problems. Start with the checks below, then follow the guidance for the affected feature.

Sign-in and account problems

Problem What to check
Can't sign up or sign in Some firewall rules, ad blockers, privacy extensions, DNS filters, and strict network settings can block services required by the website. Try another browser or device and, when possible, another network. If that works, review the original browser or network rules; contact the network administrator for a managed device or network.
The verification email did not arrive Confirm the address displayed in Account settings, check the spam or junk folder, and select Resend verification email after the cooldown ends.
The password-reset email did not arrive Confirm that you entered the email associated with the account. If you normally use Google, GitHub, or Facebook, recover access through that provider.
Change password is unavailable MyProjects password changes are available only for email/password accounts. Google, GitHub, and Facebook users manage passwords with their external provider.
Add authenticator is unavailable Confirm that you use an email/password account and have verified its email. You cannot register more than two authenticators.
An authenticator code is rejected Enter the current six-digit code from the correct authenticator. Set the device date and time automatically, wait for a new code, and retry.
An authenticator device was lost Sign in with another registered authenticator and remove the unavailable one. Contact support if no registered authenticator is accessible.
A new email address is rejected Check the address format and confirm that it is not already associated with another Geoapify account. Enter the current password again.

See Account & security for detailed password, email, authenticator, and account-deletion instructions.

Start with these checks

Before changing project or account settings:

  1. Confirm that you are signed in with the expected Geoapify account.
  2. Confirm that you selected the correct project.
  3. Refresh the page and retry the operation once.
  4. Check whether the problem affects one project, API key, browser, or application—or all of them.
  5. Copy any visible error message before contacting support.

Avoid deleting projects, API keys, or authenticator settings while diagnosing an unrelated problem.

Project access problems

Problem What to check
A project is missing Confirm that you used the correct account. Search by project name and check whether the owner has removed your access.
A shared project does not appear Invitations work only for registered Geoapify users. Confirm that the owner shared the project with the exact email address associated with your account.
Project settings are unavailable Only the owner can rename, transfer, share, or delete a project. Collaborators have limited management access.
A project cannot be transferred The recipient must already have a Geoapify account, and you must be the current owner. Active or pending subscriptions do not prevent transfer.

See Projects and Project sharing for ownership and access instructions.

API key and request problems

If an API request is rejected or unexpectedly blocked:

  1. Confirm that the request uses a current API key from the correct project.
  2. Check the key's IP address, HTTP referrer, and origin restrictions.
  3. Compare the requesting application with the configured restriction values.
  4. Confirm that the endpoint, parameters, and request format match the Geoapify API documentation.
  5. Review the project's Statistics and plan limits.

Browser requests and server requests usually require different restrictions. A browser application commonly uses referrer or origin restrictions, while a server integration commonly uses fixed IP restrictions.

If a key may have been exposed, create a replacement, update the application, and remove the exposed key. See API keys for restriction and rotation guidance.

Billing and subscription problems

Problem What to check
A subscription is missing Confirm that you own and selected the correct project. Only owners can access subscription management. Select Refresh and confirm that the 2Checkout order was approved.
Manage subscription does not open Retry from Billing → Overview. You can also sign in through the 2Checkout MyAccount portal with the subscription's billing email.
The payment method cannot be updated Confirm that the project has a 2Checkout subscription and use Billing → Payment method. Payment details are managed on a secure 2Checkout page.
Billing details are incorrect Update the project's Billing details before the next payment. Do not assume that the change will modify an invoice that has already been issued.
A renewal payment failed Check messages sent to the billing email and update the payment method. Contact support if the subscription does not recover after the payment issue is resolved.

See Billing and subscriptions for checkout, tax, billing-email, and subscription-management guidance.

Invoice problems

The MyProjects Invoice history contains only invoices issued through 2Checkout.

If an expected invoice is missing:

  • Confirm that you own and selected the correct project.
  • Open Invoice history and select Refresh.
  • Confirm that the corresponding payment was completed and approved.
  • Check the billing email inbox and spam folder.
  • Sign in to the 2Checkout MyAccount portal using the subscription's billing email.
  • If Geoapify invoices your company directly, check with the agreed billing contact. Direct invoices are sent separately and do not appear in MyProjects.

A PDF may not be available for every 2Checkout order or transaction type. See Invoices for more details.

Contact support

If the problem continues, contact Geoapify support. Include only the information needed to identify the problem:

  • Your Geoapify account email
  • Project name and project ID
  • Approximate time when the problem occurred
  • The action you attempted
  • The complete error message
  • For billing issues, the subscription or order reference when available

Never send passwords, authenticator secrets, verification codes, full payment-card details, or complete API keys.

Frequently asked questions

1Why can't I find a project?

Confirm that you signed in with the expected account and search for the project by name. If it was shared with you, ask the owner to confirm that your registered email still has access.

2Why is my API key rejected?

Confirm that the key is current and belongs to the selected project. Then review its IP address, HTTP referrer, and origin restrictions against the environment making the request.

3Why do browser requests fail while server requests work?

Browser and server requests provide different information for restriction checks. Review whether the key expects an HTTP referrer, origin, or fixed IP address and use a key configured for that environment.

4Why can't I manage billing for a project?

Only the project owner can manage its subscription, payment method, billing details, and invoices. Collaborators cannot access those controls.

5Why is an invoice missing from MyProjects?

Select the correct project and refresh Invoice history. Only 2Checkout invoices appear there; invoices issued directly by Geoapify are sent separately to the company's billing contact.

6Why can't I change my password or add an authenticator?

These controls are available to email/password accounts. The email must also be verified before an authenticator can be added. Google, GitHub, and Facebook users manage account security with their provider.

7What should I include when contacting support?

Include your account email, project ID, approximate time, attempted action, and complete error message. Add an order or subscription reference for billing problems.

8What information should I never send to support?

Never send a password, authenticator secret, verification code, full payment-card details, or complete API key.