Frequently Asked Questions
Access & Login
How do I access the Risk Intelligence System?
Access the platform through the login page provided by Risk Intelligence. Your username is normally your email address.
I cannot log in. What should I do?
First, verify that you are using the correct email address and password. If you recently received a temporary password, ensure it has been entered correctly. If the issue persists, use the password reset function or contact your Company Administrator.
I forgot my password.
Select Forgot your password on the login page and follow the instructions. If you do not receive a reset email, check your spam or junk folder.
I did not receive my verification or password reset email.
Please check your spam or junk folder first. If the email cannot be located, contact your Company Administrator or Support for assistance.
What are the password requirements?
Passwords must contain at least 8 characters and include a combination of uppercase letters, lowercase letters, numbers, and symbols.
User Management
Who can manage users in my organisation?
Users with the Company Administrator role can manage users, reset passwords, add or remove users, and view licence allocations.
I cannot add a new user.
This usually means that all available licences are currently allocated. Your Company Administrator may need to remove or reassign an existing user or contact Risk Intelligence regarding additional licences.
How can I see how many licences are available?
Company Administrators can view active users and licence usage within the administration section of the platform.
Notifications & Alerts
I am not receiving alerts or notifications.
First, verify that notifications are enabled in your settings and check your spam or junk folder. If notifications are still not being received, contact Support for assistance.
Can I customise my alerts?
Yes. Users can configure notification preferences, including selected regions and delivery frequency.
Fleet & Vessel Management
Why cannot I see my vessels in My Fleet?
Access to My Fleet requires the appropriate subscription and licences. In addition, vessels must be correctly added to your fleet.
Vessel positions are missing or incorrect. What should I do?
Vessel data is supplied by third-party tracking providers. If vessel information is missing or appears inaccurate, please contact Support for investigation.
How do I upload a vessel list?
The vessel list must follow the required CSV format. Your Company Administrator can upload vessel data through the administration section of the platform.
Routes
Why cannot I upload a route?
Route files must be uploaded in a supported format. Supported formats include GeoJSON and GPX.
Content & Coverage
Why cannot I access certain modules or features?
Access to some functionality depends on your subscription and assigned licences. If you believe you should have access to a feature, contact your Company Administrator or Support if you need a list of the URL that needs to be whitelisted. .
Why cannot I find a particular port or threat assessment?
Not all locations have available assessments. If you believe information is missing or incorrect, please contact Support.
Technical Issues
The platform is slow or not loading correctly.
Try refreshing your browser or signing out and back in. Some issues may be related to browser settings, network configuration, or corporate security restrictions.
My organisation cannot access certain areas of the platform.
Some corporate networks block services required by the platform. Your IT department may need to whitelist specific URLs and services used by the Risk Intelligence System. Contact Support if you need a list of the URL that needs to be whitelisted.
Support
Where can I find additional help?
The Help Center provides guides on user management, fleet management, notifications, and other key platform features. If you need assistance, you can also chat with our Customer Agent, Nora, using the chat icon in the bottom-right corner of the welcome page.
How do I contact Support?
If you cannot find an answer in the Help Center, please contact the Risk Intelligence Support team for assistance: support@riskintelligence.eu