Support
Getting help
The questions below cover almost everything. If yours is not here, write to support@seconddoor.io and a person answers within one working day on working days.
Where to write
Anything about the product: a scan that failed, a score you want explained, an account you cannot get into.
Invoices, charges you do not recognise, plan changes, and cancellations you would rather we handled for you.
Data requests, report removal, and anything covered by the privacy policy.
Our postal address and the company behind the product are on the contact page.
What SecondDoor is
SecondDoor is a subscription software service for website owners. It scans a website from the outside and scores how well that site works for two audiences: people, and the AI agents that increasingly browse, research and buy on their behalf.
Every scan produces a report scored out of 100 across ten dimensions for each audience, with the evidence behind every score and a prioritised list of fixes written for engineers. Paid plans rescan the sites you watch on a schedule and tell you the day a release lowers a score.
Nothing is installed on your site. There is no tag, no script, and no access to your systems or your data. Everything the scanner reads is already published to the public internet.
Billed monthly in US dollars, renewing until cancelled. Cancel at any time and keep paid features until the end of the month you have paid for.
The product and scans
What does a scan actually do?
It walks your site twice. Once the way a person would, in a real browser, and once the way a machine acting on someone's behalf would. Both walks are scored out of 100 across ten dimensions. The difference between the two scores is your Door Gap.
Do I need to install anything?
No. We scan from the outside, the same way a visitor or an agent would. There is no tag, no script, and no access to your systems.
How long does a scan take?
A basic scan takes about 35 seconds. A deep scan takes about two minutes, because two agents walk the site and everything they see is recorded.
What is the difference between a basic and a deep scan?
A basic scan runs the deterministic checks plus one automated browser pass, and produces the same ten scores. A deep scan sends two agents through the site, one over HTTP with no javascript and one in a real browser, and keeps cited evidence and screenshots from both walks.
Can I scan a site I do not own?
Yes. Every report in the index was produced the same way, and everything the scanner reads is already public. Watching a domain on a schedule is the part that assumes it is yours.
What counts as a regression?
A drop of five or more composite points between two comparable scans. Basic and deep are different pipelines and are never compared against each other.
My scan failed, or it is stuck.
Write to support@seconddoor.io with the link to the scan and we will look at what the runner did. Some sites block automated traffic outright, in which case the report will say so rather than guess.
Accounts
How do I create an account?
Sign up with an email address. The Free plan needs no card and gives you a basic scan a month, with the same ten scores and the same permanent public report as any other plan.
I cannot sign in.
Use the forgotten password link on the sign in page. If the email never arrives, write to support@seconddoor.io from the address on the account and we will sort it out.
Can I change the email address on my account?
Not from the interface yet. Write to support@seconddoor.io from the current address and we will move it. We are deliberately careful here, because an account is one typo away from being unreachable.
How do I close my account?
Close it from Settings, and everything it holds goes with it. Reports that were already public stay public, because they were public when they were made.
Billing and plans
How am I billed?
Monthly, in advance, in US dollars. A paid plan renews automatically on the same day each month until you cancel it. There is no minimum term, no annual commitment and no cancellation fee.
Is there an annual plan or a contract?
No. Every plan is month to month. Dedicated Consulting is agreed in conversation rather than bought from a page, and its terms are written down before anything is charged.
Do the prices include tax?
Prices are shown excluding any sales tax that applies where you are. Any tax due is calculated at checkout and shown to you before you pay.
Where are my invoices?
Under Billing in the account area, with the amount, the date and the status of each one.
There is a charge I do not recognise.
Write to billing@seconddoor.io and a person will look at the account the same working day. Tell us before you raise it with your bank: we can almost always sort it out faster than a dispute can.
Do you offer refunds?
No. Subscription fees already paid are not refundable, in whole or in part, including the remainder of a month you cancel partway through. The Door Gap Audit and consulting engagements are refundable in full if you cancel before work begins. The refunds and cancellation policy sets all of this out.
What happens if my payment fails?
We retry it, and your plan stays active while we do. The account area shows a notice asking you to update the card. If it keeps failing, the account moves to the Free plan at the end of the period and nothing further is charged.
Can I move between plans?
At any time. Upgrades take effect immediately. Downgrades take effect at the end of the period you have paid for, and your reports and history remain either way.
Cancelling
How do I cancel?
Sign in, open Billing, and choose Move to Free. Three screens follow: what changes, what this account specifically loses, and when it happens. No retention offer appears at any of them. If you would rather we did it, write to billing@seconddoor.io.
When does cancelling take effect?
At the end of the period you have already paid for. Nothing is switched off the moment you click, and you keep every paid feature until that day.
What do I lose?
After the period ends, watched domains stop being rescanned and regression alerts stop. Your reports and your score history remain, and remain public, exactly as they were. The account stays open on the Free plan.
Can I undo a cancellation?
Yes, at any point before it takes effect. The account area offers to resume the plan, and if you do, the plan carries on as though you had never cancelled.
Data and privacy
Do you store my card details?
No. Card details are entered directly with Stripe, our payment processor, and never reach our servers. We hold a customer reference and your invoice history, not a card number.
Is my report public?
Yes. A scan produces a report at a permanent public address, and anyone with the link can read the scores, the summaries and the issue titles. That is how the index works. Nothing private is published, because nothing private is collected.
What is sent to a model provider?
During a scan, the pages the scanner read are sent to Anthropic's API to write the report. That happens only while a scan runs. Viewing a report, a guide or any other page here sends nothing to anyone.
Can I have a report removed?
Ask, and it goes. Write to privacy@seconddoor.io with the link.
Do you sell my data?
No. Nothing is sold and nothing is shared for advertising. There is no analytics, no advertising and no third party script anywhere on this site.
How do I make a data request?
Write to privacy@seconddoor.io from the address on the account. The privacy policy sets out what is held, how long it is kept, and what you can ask for.
Still stuck
Write to support@seconddoor.io. Include the link to the report or scan if there is one, and the address on your account. A person reads it and answers within one working day on working days.
For how the scanner behaves and how to block it, see the scanner page. For how a score is calculated, see the methodology. For the API, see the documentation.