# FAQ Short answers to the most common questions. Each answer links to an article with all the details. Did not find an answer — contact [support](https://hi.datool.ru/support/). ## Data ### Where does the data come from? We regularly read all public MAX channels and store their cards, posts, views and reactions. All numbers come only from open channels. Details — [Where the data comes from and how often it is updated](/en/metrics/data/). ### How often are statistics updated? The bigger the channel, the more often: channels with 500K+ subscribers are checked roughly every 2 minutes, those under 1K — every 12 hours. Channels verified by their owners — every 2 minutes. New posts are read right after a check. Details — [Where the data comes from and how often it is updated](/en/metrics/data/). ### Why is there no subscriber history for past months? MAX does not provide past subscriber numbers: the history starts on the day we began watching the channel. Such charts are captioned “since tracking began”. Posts, on the other hand, we have for the channel's whole history, from the first post. Details — [How metrics are calculated](/en/metrics/basics/). ### What is the difference between average reach and median? Average reach is views divided by the number of posts; a single viral post raises it a lot. The median is the reach of a “typical” post: half the posts got less, half got more. Both use only posts older than 48 hours. Details — [How metrics are calculated](/en/metrics/basics/). ### What are ERR and ER? ERR is the share of subscribers who see a post (reach ÷ subscribers × 100 %). ER is how often readers react (reactions ÷ views × 100 %). Details — [How metrics are calculated](/en/metrics/basics/). ### Why is the quality index not calculated for a channel? The index needs data: at least 500 subscribers, regular posts over the last 7 and 30 days, views on posts older than two days and at least a week of subscriber tracking. Chats do not get the index. Details — [Quality index](/en/metrics/quality-index/). ### Why is a channel missing from the catalog? We may not have found it yet, or it is closed. Add an open channel yourself — it will appear with its whole post history. Details — [Add a channel](/en/max/add-channel/). ### Do you collect private messages and comments? No, never: no private conversations, no group chat messages (a chat has only its card and counters), no comments, and not who voted how in polls. Details — [What datool.ru is](/en/start/about/). ### What happens if the author deletes a post? We delete it too — together with its images and copies, usually within a day or two. There is no archive of deleted posts. Details — [Where the data comes from and how often it is updated](/en/metrics/data/). ### Why does a channel have no category or region? Categories and territory are set by a human — a moderator or the channel owner; automation only suggests. Many channels have not had their turn yet. The owner of a verified channel can set everything themselves. Details — [Categories and territories](/en/metrics/categories/). ## Plans and payment ### What is free? Without signing in — the catalog, ratings, channels' key numbers for 7 days and the post feed. After a free sign-up — periods up to 30 days, text search, many detailed blocks and 1 channel in “Following”. Details — [What you see without signing in, after signing in and with a subscription](/en/start/access/). ### How does “Premium” differ from “Business”? Their analytics blocks are the same. “Business” has higher limits (100 channels in “Following”, 5 members, 50 keywords, 30 PDF reports with your logo), 10,000 API requests and invoice payment. Details — [Plans and payment](/en/start/plans/). ### How much does a subscription cost? “Premium” — 1,490 ₽ per month, “Business” — 4,990 ₽ per month. For 3, 6 and 12 months there are 10, 20 and 30 % discounts. A week of “Premium” (“One-off analysis”) — 599 ₽. Details — [Plans and payment](/en/start/plans/). ### How do I pay? From the organization balance or by card online via YooKassa; companies — by invoice via support. The organization owner pays. Details — [Plans and payment](/en/start/plans/). ### Is a plan month a calendar month? No. A plan month and all “monthly” limits are 30 days from the payment. Details — [Plans and payment](/en/start/plans/). ### What happens if I upgrade from “Premium” to “Business”? “Business” starts immediately, and the remaining value of “Premium” for unused days goes back to the organization balance — you can spend it on the site. Details — [Plans and payment](/en/start/plans/). ### What happens to my channels when the subscription ends? Nothing is deleted. Whatever does not fit the free plan limits is paused: the channel stays in the list but sends no notifications. Renew the subscription and the pause is lifted automatically. Details — [Plans and payment](/en/start/plans/). ### Where do I get a receipt? A fiscal receipt is emailed automatically — when you top up the balance and when you pay for a subscription from the balance. Details — [Plans and payment](/en/start/plans/). ### Can I get a refund? Money on the balance is refunded on request via support, up to the amount you deposited. Promo code gifts and partner rewards are not refundable. Details — [Plans and payment](/en/start/plans/), [Balance](/en/cabinet/balance/). ### Where do I enter a promo code? On the subscription checkout page (the “Promo code” field) or on the “Subscriptions and billing” tab of your account. Details — [Promo codes](/en/cabinet/promo/). ## Account and organization ### The confirmation email does not arrive Check your spam folder. On the “Check your email” page click “Send the email again” — a repeat email is sent no more than once every 3 minutes. Details — [Sign-up and sign-in](/en/start/signup/). ### I forgot my password On the sign-in page click “Forgot your password?” and enter your email — you will get a link to set a new password. Details — [Sign-up and sign-in](/en/start/signup/). ### Can I sign in without a password? Yes — with Yandex or MAX. Signing in with MAX is confirmed in the datool.ru bot; we do not ask for your phone number. Details — [Sign-up and sign-in](/en/start/signup/). ### Why does the site ask me to allow cookies? Without cookies the browser cannot complete the sign-in. Allow cookies for datool.ru — or browse pages without signing in. Details — [Sign-up and sign-in](/en/start/signup/). ### What are an organization and a personal space? Subscriptions, balance, API keys, “Following” and favorites belong to an organization. A personal space is your one-person organization; everyone has one. To work as a team, create a separate organization and invite colleagues. Details — [Organization and members](/en/cabinet/organization/). ### Does my subscription work in a team? Yes. Paid blocks open according to the best subscription across all your organizations. But limits (“Following”, members) belong to the organization you are working in right now. Details — [What you see without signing in, after signing in and with a subscription](/en/start/access/). ## For channel owners ### Why verify my channel? A verified channel gets the blue badge, its statistics are free for the owner for all periods, blocks based on the subscriber list appear, the channel is updated every 2 minutes, and you can set its categories and region yourself. Details — [Owner verification](/en/max/verification/). ### How do I verify a channel? On the channel page click “I own this channel” and follow the steps: send a code to the datool.ru bot and add the bot to the channel. Details — [Owner verification](/en/max/verification/). ### Can I add a closed channel? Yes, if you own it: add the datool.ru bot to the channel as an administrator and verify the channel. Only your organization sees a closed channel's statistics. Details — [Owner verification](/en/max/verification/). ### How do I change my channel's category? “My MAX” → “My channels” → the channel's “⋯” menu → “Categories and territory”. Details — [Categories and territories](/en/metrics/categories/). ## Notifications ### How do I get notifications about channels? Add channels to “Following” and connect MAX in your account (“Profile and sign-in” → “Connect”). The datool.ru bot sends a morning digest and alerts: subscriber growth or drop, ads, renaming, mentions, popular posts. The digest and alerts come with a “Premium” or “Business” subscription. Details — [“Following”](/en/my/following/), [Notifications](/en/cabinet/notifications/). ### Do favorites send notifications? No, favorites are just bookmarks. Notifications come from channels in “Following” and your verified channels. Details — [Favorites](/en/my/favorites/). ### Does an owner without a subscription get anything? Yes — once a week, on Mondays, the bot sends a short digest on your verified channels. Details — [Notifications](/en/cabinet/notifications/). ### How do I track keywords in posts? Add words on the “Words” page in “My MAX” — matches are emailed once a day and sent to the MAX bot. Keywords are available with “Premium” (5 words) and “Business” (50 words). Details — [Words](/en/my/words/). ## API ### Does datool.ru have an API? Yes — [api.datool.ru](https://api.datool.ru/): MAX channel cards, statistics and posts for your software and reports, and via MCP — for AI assistants. Details — [API reference](/en/api/). ### How do I get an API key? Account → “API keys” → “Create key”. The key is shown only once — save it right away. Details — [API keys](/en/cabinet/api-keys/). ### How many requests can I make? A free test key — 1,000 requests per 30 days. The “Business” subscription includes 10,000 requests per 30 days; for more, there are separate API.Max plans. Details — [API limits and plans](/en/api/limits/). ## See also - [What datool.ru is](/en/start/about/). - [Plans and payment](/en/start/plans/). - [Support](/en/cabinet/support/).