Troubleshooting
Check the workflow in order—brand profile → topics → prompts → results—instead of diagnosing only the screen where the problem appears.
Setup does not complete
Confirm each requirement:
- The website URL is correct.
- The brand name and description match the business.
- The workspace has between 1 and 8 topics.
- The workspace has between 10 and 50 prompts.
If you left setup midway, reopen it and continue from the incomplete step. Review automatically suggested content before confirming it so that topics and prompts match the market and customer questions you want to measure.
Rankings or answers are empty
First, use Set up prompts to confirm that the workspace has prompts to measure. Then check whether the selected topic or date range is too narrow.
Results can take time to appear immediately after adding a prompt. If the page remains empty after refreshing, record the following details for support:
- Workspace name
- Topic and prompt
- Selected date range
- Message shown on the page
- Approximate time of the issue
Answers do not match your brand
Open the Brand profile and verify the official name, aliases, and website. Add names that customers and AI answers actually use when the brand has common spelling variants.
Profile changes do not necessarily rewrite historical results. Check answers collected after the change.
Competitor comparison looks wrong
Use Add competitors to review each competitor name and domain. Mixing company names and product names creates an uneven comparison, so keep competitors at the same level.
Citation sources are missing
Open AI answers and confirm that the answer contains citations. When it does, use the same date range and filters in Citation domains and Citation URLs.
If an AI answer contains no citation, there is no corresponding source to show in the source lists.
Use Product navigation to confirm the screen and its navigation location. If it is missing, refresh the page and confirm that you selected the correct workspace. If the issue remains, share the browser, URL, time, and visible message with support. Do not include passwords or authentication credentials.