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Why did I get locked out of my account?

Received an email about suspicious activity? Not to worry, we can help!

You likely received this email because our system detected suspicious activity on your account, leading to a security lockout. RETR has security features in place to prevent issues such as account sharing and data scraping, which violate our Terms of Service. Please note that this kind of activity can result in account termination.

Data scraping refers to when hundreds of webpages are opened in an extremely short time frame, either manually or with a program/automation, and data is pulled or "scraped" from the webpages. Our anti-scraping technology detected a high page click/low timeframe ratio on your account, and the account was locked as a precaution.

In addition, account sharing can mimic scraping activity, since having multiple users signed in at once can also trigger this high page click/low timeframe ratio. Please know that RETR accounts are only meant to be for one user, and additional users would need their own accounts.

If this activity does not sound familiar, we highly recommend resetting your password. You can do so with this link: Reset Password

The account will automatically unlock 12 hours after the initial lockout email was sent/when the security hold expires. 

 

I wasn't scraping, how can I prevent this 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:

 

The data I want isn't exportable?

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!