Why aren't articles I have read showing up in my account to redeem?

There are a few reasons why articles you have read aren't showing up. See if any of these make sense.

1. Have you hit reload/refresh on your browser from your Earn tab? Newly detected articles may be on the server, but you'll need to hit refresh to load them into your browser. On the mobile app, you'll need to pull to refresh.
   
   Desktop - reload/refresh
   
   
   Mobile - pull to refresh
   
   
2. Have you installed the UBlock Origin extension? By suppressing advertising, you'll make more pages eligible for credit. If you are on mobile, skip this.
   
   Desktop:
   
   
   
3. Have you installed the Orbit for Chrome extension? This extension detects eligible articles for credit. If you are on mobile, skip this.

Desktop:


4. Have you been on a page for a minimum of 20 seconds? To check if you've finished 20 seconds, you can click on the Orbit extension icon in the top right and look for the "Qualified" badge. If you don't see the Orbit extension icon, you need to pin the extension.

5. Have you already redeemed the article previously? On desktop, click the Orbit extension icon, and check for the "redeemed" badge. On mobile, the "redeemed" will be to the left of the address bar.

Desktop - look for "redeemed" badge


Mobile - look for redeemed badge

6. Is the article eligible for credit? Click on the Orbit extension icon on desktop, or look to the left of the address bar on the mobile app for the "Eligible" badge.

Mobile - look for eligible badge


7. Are you on mobile (iPhone, iPad) but using Safari or Chrome instead of the Orbit CME App to browse? If you're on your iPhone or iPad and trying to detect articles using the Safari or Chrome browser (iPhone, iPad), that's not going to work. There are no extensions for mobile browsers. Instead, download the Orbit CME app, login using your Orbit username/password, and browse articles using the Orbit CME app. Related article: Getting started with the Orbit CME app for iPhone and iPad

8. Are you reading articles through a proxy server? When you read articles from some institutions, they will add a prefix to every URL. For example, at Stanford, they use laneproxy.stanford.edu. Check your browser's address bar when you're on an article, and see if there is a proxy server URL prefix in the URL. Email us 2-3 examples of URLs with proxy server prefixes  ([e-mail]) and we'll adjust your configuration so that you're up and running.

9. Are you reading on a hospital network?

Sometimes hospitals will change their firewall policies, and your browser will not properly access the Orbit server. Ask your hospital IT to whitelist orbitcme.com, and you can tether to your cell phone in the meanwhile, or just use the Orbit CME app for iPhone while connected to your cell data. You might also try the hospital guest network as an alternative.

Still having trouble? We're happy to help. Email [e-mail].