🛠️ TrueSight Support & Troubleshooting

Start here for immediate fixes. If you still need assistance, scroll down for advanced diagnostics and contact options.

⚡ Quick Fixes (Start Here)

These steps resolve the vast majority of common issues with the TrueSight extension and website.

  1. **Refresh the page** you’re scanning (many video platforms cache content).
  2. Ensure the video is **playing and visible** on the screen when you activate the **Scan**.
  3. Verify you are using the correct **Chrome profile** where the extension is installed.
  4. Temporarily **disable other video-related extensions** to check for conflicts.
  5. Fully **close and restart** your Chrome-based browser.

🧩 Extension / Verdict Issues

If the popup is blank, stuck, or won't update on a new video:

  • Refresh the tab, then open the popup and hit **Scan current screen**.
  • Go to chrome://extensions and **toggle TrueSight Off → On**.
  • Ensure you are on a **supported player** (YouTube, Facebook, Instagram, TikTok, or standard HTML5).
  • If you updated a license key, close and reopen all TrueSight popups after a few seconds.

🔗 Link Scanner (`tsdetect.com`) Errors

If the quick link scanner returns an error or fails to load:

  • Confirm the URL is **publicly accessible** (not behind a login).
  • Temporarily **disable ad-blockers** or privacy extensions for the tsdetect.com site.
  • Check the message to see if you have **exceeded the free link-scan limit**.
  • Try scanning in an **incognito window**.

⚠️ Known Limitations (UNCLEAR Verdicts)

TrueSight may show **UNCLEAR** or provide results that require caution in these scenarios:

  • Very short videos or clips with few static frames.
  • Videos that are heavily compressed, blurred, or filtered.
  • Screen recordings of other videos, or content viewed inside another app window.
  • Platforms that aggressively hide or obfuscate metadata.

TrueSight provides an **estimate**. It should not be the only factor in any legal, financial, or safety-critical decision.

🧪 Advanced Diagnostics

Please include the following details when emailing us to ensure the fastest response:

  • Your **Browser and version** (e.g., Chrome 130 on Windows 11).
  • The **TrueSight version** (from the extension details page).
  • The **exact video URL(s)** you tried to scan.
  • A screenshot or short description of the issue/result you saw.
  • Approximate **date and time** (with timezone) when the issue occurred.

📨 Contact & Billing Inquiries

For technical support, bug reports, or feedback, email us at: admin@tsdetect.com . We typically respond within 1–2 business days.

Billing and Refunds

Website upload scans and the Chrome extension Pro subscription are both processed by Stripe. For billing issues or refund requests, email us at the address above with the email you paid with, or the purchase code starting with cs_ shown after checkout.

  • Upload scans are valid for 30 days from purchase. Unused scans can be refunded on request within those 30 days.
  • Completed scans are not refundable. Failed scans are never charged — you can retry.
  • Cancel Pro any time with Manage subscription in the extension. It stays active until the end of the paid month.

Full details: Terms & refund policy.