Common Issues & Solutions

Common Issues and Solutions

This guide covers the most frequently encountered issues and their solutions.

Data and Reports

No Visibility Data Showing

Possible causes:

1. New brand: Initial data collection takes 24-48 hours
2. No active prompts: Ensure you have prompts set up and marked as active
3. Date range: Check that your selected date range includes data collection period

Solution:

1. Verify topics and prompts are configured
2. Check that prompts are toggled to "Active"
3. Wait 24-48 hours for initial data
4. Adjust date range if needed

Data Seems Outdated

Possible cause: Data is collected daily, but there's a processing delay.

Solution:

• Reports show data through the previous day
• Allow 24 hours for the most recent activity to appear
• Check the "Last Updated" timestamp on your report

Visibility Score Suddenly Dropped

Possible causes:

1. AI platforms updated their training data
2. Competitors published new content
3. Source websites changed their content

Solution:

1. Check the daily trend chart for when the drop occurred
2. Review competitor changes around that date
3. Check if any major sources removed your mentions
4. Consider generating new recommendations to address gaps

Recommendations

Recommendations Taking Too Long

Why this happens: Complex analysis requires significant processing time, typically 5-20 minutes.

Solution:

• You can close the modal - generation continues in the background
• A banner on the Recommendations page shows progress
• Return later to view completed recommendations

No Recommendations Generated

Possible causes:

1. Not enough competitor data to analyze
2. Your brand already has strong visibility

Solution:

1. Try analyzing a different competitor
2. Expand your topics and prompts for more data points
3. Check back after more data has been collected

Account and Access

Can't Access Dashboard

Possible causes:

1. Session expired
2. Account issue

Solution:

1. Try logging out and back in
2. Clear browser cookies
3. Contact support if issue persists

Plan Limits Reached

Symptom: Error message when trying to add brands, topics, or prompts.

Solution:

1. Check your current usage in Dashboard
2. Remove unused items to free up quota
3. Upgrade your plan for higher limits

Performance

Pages Loading Slowly

Possible causes:

1. Large data sets
2. Network issues

Solution:

1. Try a shorter date range for faster loading
2. Refresh the page
3. Check your internet connection
4. Try a different browser

Charts Not Displaying

Possible cause: Browser compatibility or JavaScript issues.

Solution:

1. Refresh the page
2. Clear browser cache
3. Try a different browser (Chrome, Firefox, Safari recommended)
4. Ensure JavaScript is enabled

Still Need Help?

If you can't resolve your issue:

1. Check other knowledge base articles for detailed guides
2. Contact support via our Contact page
3. Include details: What you were trying to do, error messages, and screenshots

Our team typically responds within 24 hours on business days.