Using Gracker
Troubleshooting

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.

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. 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.

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 and Plans & Pricing.

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.

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, 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.

The dashboard won't load

Fix: hard-refresh (Ctrl+Shift+R / Cmd+Shift+R). If it persists across browsers, check gracker.ai/status (opens in a new tab) 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, 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.

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.

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.

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.

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 - account recovery requires identity verification.

Still stuck?

Reporting & ExportsOverview