Why did I get a message about suspicious activity?

Your RETR account was temporarily locked because our security system detected activity that may indicate a violation of our Terms of Service. To protect user data and platform integrity, RETR automatically places a security hold on accounts when suspicious activity is detected.

Common Reasons for a RETR Account Lockout

1. Data Scraping Detection

One of the most common reasons for an account lock is suspected data scraping.

Data scraping occurs when a large number of webpages are opened and accessed within a very short period of time, either manually or through automated software, scripts, or bots. Our anti-scraping technology monitors unusual browsing patterns and detected a high volume of page activity on your account, which triggered a precautionary security lock.

Please note that data scraping violates RETR's Terms of Service and may result in account suspension or termination.

2. Account Sharing

Account sharing can also trigger our security systems because it often creates activity patterns similar to data scraping.

RETR accounts are licensed for use by a single individual. When multiple users access the same account simultaneously, the resulting increase in page activity can be flagged as suspicious behavior. If additional team members require access, each user must have their own RETR account.

What Should I Do If I Don't Recognize This Activity?

If you do not recognize the activity that caused the lockout, we strongly recommend resetting your password immediately to help secure your account.

Reset your password here: Reset Password

When Will My RETR Account Be Unlocked?

The security hold is temporary. Your account will automatically unlock 12 hours after the original lockout email was sent, provided no additional suspicious activity is detected.

If you continue to experience issues accessing your account after the security hold expires, please contact RETR Support for assistance.

How Can I Prevent an Account Lockout in the Future?

We understand that there is a value to having data outside of RETR, which is why we make it easy to export via Excel spreadsheet, as well as directly to a CRM. If you need to download/export data, please uses the resources below:

• How do I search for agents & add them to a list?

• How do I export a list?

• How do export credits work?

• How do I set up an integration?

What If I Can't Export Certain Data?

We recognize that there are additional datasets that users would like to access outside of the platform that are not yet exportable. Based on customer feedback, we have added several export options throughout the platform, and hope to add additional in the future. In addition, we have gotten feedback from users that it would be helpful to have an API to connect to, and our team is looking into making this available for all users as well.

In the meantime, we do ask that you respect the Terms of Service and refrain from actions that violate it. If you'd like to let us know exactly what data you're looking for that isn't available for export, we'd be happy to walk you through some steps to retrieving this information without flagging our security systems. Just let us know!