# Troubleshooting Common issues and how to fix them, grouped by where they show up. Most problems fall into one of five buckets: getting your first data, monitors, scores & access, citations, and integrations. **Start here:** confirm the right **workspace** and **brand** are selected at the top, your plan or trial is **active**, and the monitor you expect is **Active** (not paused). A large share of "missing data" reports come down to one of these three. --- ## Getting your first data ### I signed up but no responses are showing **Most common cause:** on the **Free plan**, your first monitor is created but its **first run is deferred until you start a trial or pick a plan**. Until then, there's nothing to display. **Fix:** start your free trial or choose a plan in **Manage Workspace → Billing**. Your first run kicks off automatically the moment your plan or trial is active, and responses appear within a few minutes. See [Plans & Pricing](/docs/getting-started/billing). --- ### Onboarding finished but the dashboard is empty **Check:** - Your plan or trial is active (see above). - The **onboarding wizard completed** - it creates your brand, competitors, prompts, and a starter monitor. If it was interrupted, some of these may be missing. **Fix:** open **Monitor Groups** and confirm a monitor exists with prompts assigned. If it does and it's active, give it a few minutes, then check [Responses](/docs/using-gracker/responses-and-citations/responses). You can also hit **Run Now** on the monitor to trigger it immediately. --- ## Monitors ### Monitor isn't running on schedule **Check:** - The monitor is **Active**, not Paused or Archived. - At least **one prompt** is assigned and **one AI surface** is selected. - You haven't hit your plan's **monitor-group limit**. **Fix:** activate the monitor and confirm prompts are assigned. If it still hasn't run several hours past its scheduled time, contact [support@gracker.ai](mailto:support@gracker.ai). --- ### I can't set a different frequency for one monitor This is expected. **Monitor frequency is set by your plan and applies to every monitor group in the workspace** - you can't run some daily and others weekly. **Fix:** to run monitors more often, upgrade to a plan with a higher cadence. See [Monitor Groups](/docs/using-gracker/working-with-monitors/monitors) and [Plans & Pricing](/docs/getting-started/billing). --- ### I can't add more AI engines to a monitor The number of engines (AI surfaces) you can select per monitor is **capped by your plan**. Some surfaces (Claude, DeepSeek) are Enterprise-only. **Fix:** upgrade for more engines, or deselect one before adding another. --- ## Scores & access ### Visibility score is stuck at 0% **Possible causes:** - Your brand simply isn't being mentioned yet for those prompts. - Your **domain isn't added** in Brand Settings, so citations can't be attributed to you. - Prompts don't reflect real buyer language. **Fix:** add and verify your domain (and any additional domains) in Brand Settings, rewrite prompts as full natural-language buyer questions, and allow 2–4 weeks after publishing new content before remeasuring. See [Scoring Basics](/docs/using-gracker/understanding-your-scores/scoring-basics). --- ### Sudden visibility drop (more than 15 points in 7 days) **Possible causes:** - An **AI model update** (the most common cause). - A competitor published major content. - Your content was removed or de-indexed. **Fix:** in [Responses](/docs/using-gracker/responses-and-citations/responses), filter to the last 7 days on a single surface and compare against the previous window. Read 5–10 responses to spot the pattern. Drops caused by model updates usually recover within 1–2 weeks. --- ### I'm seeing the wrong workspace's data, or "brand does not belong to the active workspace" **Cause:** you have a **brand selected that belongs to a different workspace** than the one your session is on (common after switching workspaces or opening a second tab). **Fix:** switch to the **workspace that owns the brand** using the workspace switcher, then reselect the brand. The dashboard is always scoped to the active workspace's brands. --- ### A brand is locked ("This brand is locked on your current plan") **Cause:** after a **plan downgrade**, brands beyond your plan's brand limit are locked - only the first (oldest) brands within the limit stay viewable. **Fix:** upgrade to unlock them, or archive brands you no longer track to get back under the limit. See [Plans & Pricing](/docs/getting-started/billing). --- ### The dashboard won't load **Fix:** hard-refresh (Ctrl+Shift+R / Cmd+Shift+R). If it persists across browsers, check [gracker.ai/status](https://gracker.ai/status) for active incidents, then contact support. --- ## Citations ### My domain doesn't appear in citations **How it works:** citations are extracted when each response is **analyzed**, usually within minutes of a run, not on a delay. So if a run has completed and your domain still isn't there, it genuinely wasn't cited. **Possible causes:** - Your **domain (or additional domains) isn't added** in Brand Settings, so a citation to you isn't recognised as yours. - Your content genuinely isn't being cited yet: an authority gap. **Fix:** add every domain you own in Brand Settings. If your brand is mentioned in Responses but your domain never appears in [Citations](/docs/using-gracker/responses-and-citations/citations), focus on earning citations; if it's added but still misattributed, contact support. --- ### The wrong domain is attributed to my brand **Cause:** a competitor has a similar name, or you own multiple domains that aren't all registered. **Fix:** add each domain, subdomain, and ccTLD variant you own as an **additional domain** in Brand Settings so they're all recognised as yours. --- ## Integrations ### Google Search Console won't connect **Check:** - The Google account you used has at least **Restricted** access to the property in GSC. - The property is **verified** in GSC. - You authenticated with the **correct Google account**. **Fix:** disconnect and reconnect with the right account. Newly verified properties can take up to 24 hours to appear on Google's side. See [Google Search Console](/docs/integrations/google-search-console). --- ### Bing Webmaster won't connect **Cause:** Bing Webmaster uses an **API key**, not OAuth. A missing or mistyped key is the usual culprit. **Fix:** copy a fresh API key from Bing Webmaster Tools and paste it into the connector. See [Bing Webmaster Tools](/docs/integrations/bing-webmaster). --- ### MCP won't connect, or returns nothing **Check:** - **MCP isn't available on the Free plan.** You need a paid plan. - Each plan has a **monthly MCP request quota** - once it's used up, queries are refused until it resets. **Fix:** upgrade if you're on Free, and check your remaining quota. All MCP queries are read-only and scoped to the brands you're authorised for. See [MCP](/docs/advanced/mcp). --- ## Account & team ### I can't invite a team member **Check:** you may be at your plan's **seat limit**, or the invite landed in the recipient's spam folder. Pending invitations count toward the seat limit. **Fix:** upgrade your plan or have the invitee check spam, then resend from **Manage Workspace → Team Management**. See [Team Management](/docs/account/team-management). --- ### I'm locked out of my account **Fix:** use the sign-in recovery flow on the login page. GrackerAI signs you in through your identity provider (SSO), so recovery follows that provider's reset process. If you're fully locked out, contact [support@gracker.ai](mailto:support@gracker.ai) - account recovery requires identity verification. --- ## Still stuck? - **Email:** [support@gracker.ai](mailto:support@gracker.ai) - **In-app chat:** lower-right corner of the dashboard - **Community:** [questions.gracker.ai](https://questions.gracker.ai/) - **Status:** [gracker.ai/status](https://gracker.ai/status)