Articles on: Browser Extension

Troubleshooting the Browser Extension

Running into issues with the Prospeo browser extension? This guide covers the most common errors and how to fix them. Most issues are solved by reinstalling the extension or clearing your browser cache. If you're still stuck after trying these steps, contact Prospeo Support.

Quick Extension Troubleshooting Tips

A few quick checks that resolve most extension problems:

Make sure you're logged into your Prospeo account in the same browser.
Confirm you're on the latest version of the extension. We recently launched a new version with significant improvements, so removing your old one and reinstalling can fix a lot of issues. Install the latest version here.
Disable other data or sales extensions (and ad blockers) that may be interfering with Prospeo.
After reinstalling the Prospeo extension and disabling other extensions, restart your browser completely (close all windows and reopen).

"Oops! Something Went Wrong"

This error pops up in the extension panel and can stop you from using the extension on any website.

Try these steps in order:

Reinstall the extension. Remove your current version and install the latest one here.
Disable conflicting extensions. Temporarily turn off other data extensions, sales tools, or ad blockers, then restart your browser.
Log out and back in. Sign out of prospeo.io in your browser, sign back in, then reopen the extension.
Clear your cache and cookies. Go to chrome://settings/clearBrowserData, clear cached images/files and cookies, then restart your browser.
Check your browser is up to date. Go to chrome://settings/help.
Try an incognito window. First enable the extension for incognito: go to chrome://extensions, find Prospeo, click Details, and toggle Allow in Incognito.

If you're on the Free plan and the error persists after all these steps, your account may be restricted (see below).

Account Restrictions (Free plan)

If you're on the Free plan and still can't use the extension, you may see a message that your account doesn't qualify for the Free plan.

Account restrictions happen for reasons such as multi-accounting, another email on the same domain, or use of a VPN.

These restrictions only apply to the Free plan to prevent abuse. Upgrading to a paid plan immediately restores full access.

For more details, see Why is my account restricted/suspended?

Endless Spinning / Loading Circle

The extension panel shows a spinning circle and never finishes loading, or returns no matching people.

This usually points to the same fixes as above (reinstall, clear cache, disable conflicting extensions, restart your browser).

If the spinner appears because no results are returned, it's often a data match issue rather than a technical error, see the next section.

Outdated or Mismatched Information

Sometimes the extension shows a different job title or company than what's on the profile you're viewing, or shows no match at all.

This is expected behavior, not a bug. The extension works the same way as the dashboard: it pulls from Prospeo's own database, not from the profile you're browsing. Prospeo never scrapes social profiles in real time and relies only on its own data sources, as outlined in our Privacy Policy. As a result, some details may differ from what's on the page, or a profile may not be in our database yet.

If a profile shows only a mobile number (or no email), it usually means we can't match that profile to a record with an email in our database. When no email is found, you aren't charged for that record.

Tip: If your goal is obtaining emails from social profiles, enriching in bulk is often faster and more reliable than going through one profile at a time. Save the profile URLs to a CSV and run them through CSV Enrichment.

FAQs

Why does the extension show different info than the profile I'm viewing?

The extension pulls from Prospeo's database, not live from the site. Since we don't scrape profiles in real time, some details may not match exactly or may be slightly outdated. For more information on where we source our data and our refresh cycle, see Our Data.

I reinstalled the extension and it still won't work. What now?

If you're on a paid plan and have tried all the steps above, it's likely an issue on our end. Reach out to Prospeo Support with a screenshot of the error so we can forward it to our Product team.

Why can't I use the extension on the Free plan?

If your account doesn't qualify for the Free plan (usually due to multi-accounting, a shared domain, or VPN use), the extension won't work. Upgrading to a paid plan restores full access.

Does a "No email found" result cost credits?

No. If the extension can't find a verified email or mobile, no credits are charged. You can try the same lead again later as our database updates.

Updated on: 23/06/2026