Troubleshooting

Fixes for the problems that actually come up.

Start here

Three problems account for most support tickets, and all three have the same shape: something is working correctly and looks like a failure.

"Assets are marked skipped — not smaller." This is Inverity protecting your quality. It couldn't beat your original, so it kept your original. Not an error. See Results and savings.

"Optimization stopped." You've most likely reached your monthly volume. Processing pauses until the period resets or you upgrade — nothing is lost. Check Settings → Plan. See Volume and usage.

"My optimized images look the same size on my site." Your CDN or page cache is serving the previous copies. The file in your platform is already replaced. See Delivery and caching.

Before you contact support

Check Status and incidents for an active incident, then check your usage meter. Those two rule out most "it stopped working" reports.

If it's neither, contact support with your account email, the platform involved, the specific asset or job, and any message you saw in the dashboard. That set of four gets you a real answer on the first reply instead of the third.

By area

• Sign-in and access
• Connector errors
• Processing issues
• Quality and output
• Delivery and caching