:::summarybox remember Most issues have a quick fix documented here A hard refresh and a cache clear fix more than you'd guess Support is here when self-serve doesn't get you there The more detail you include, the faster we can help
note Something's not working the way you expected. Maybe a score looks wrong, maybe a research run never finishes, maybe Slack went quiet. Annoying, and almost always a known thing with a known fix.
This page lists the issues we see most often and how to resolve them. Skim the section that matches your symptom; nine times out of ten the fix is one click or one setting. If your answer isn't here, the bottom of the page has the fastest way to reach us with the right context.
Research issues
Research is taking too long
Normal time: 2-5 minutes for most research runs.
If it's been longer:
Check the research status page - is there a known issue? Refresh the page and check if it completed Large prompt sets (100+) may take up to 10 minutes Still stuck? Cancel and retry. If it happens consistently, contact support.
Research shows errors
Partial errors are normal. AI models occasionally fail to respond - this happens industry-wide. Trakkr retries automatically, but occasional gaps are expected (typically less than 5% of prompts).
If most or all prompts show errors:
Check your internet connection Go to Settings → Billing and verify your account is active Wait 15 minutes and try again (AI model outages do happen) Persistent errors: Email [email protected] with your research URL (visible in your browser's address bar).
Visibility scores seem wrong
First, understand what visibility measures: the percentage of your tracked prompts where your brand appears in AI responses.
Common reasons scores seem off:
Symptom Likely cause Score dropped suddenly AI models updated their training data, or competitors improved their content Score seems too low Prompts may be too broad or not relevant to your brand's expertise Score is 0% Brand name or aliases don't match how AI refers to you
Actions to take:
Click into specific prompts to see exactly what AI said Go to Settings → Brands and verify your brand name and aliases are correct Check your Perception tab to see how AI describes you vs. competitors No results appearing
If you're seeing empty states or "no data":
Did research run? Check your dashboard - research needs to complete firstNew brand? Run your first research from the dashboardFilter issue? Clear any active date or tag filtersCache issue? Hard refresh (Cmd/Ctrl + Shift + R)Visibility suddenly dropped to 0 (or dipped across all brands)
Almost always one of two causes:
A model provider had an outage during research. When OpenAI, Anthropic, Google, or another provider's API fails mid-run, prompts that couldn't get a response are scored as 0 for that model. The next successful research run restores real scores.A platform-wide tracking issue on our side. Rare, but it happens, and we usually catch and fix it within hours.To figure out which one it is:
Check trakkr.ai/status . We log incidents publicly within minutes of detection. If status shows a degraded provider, that's almost certainly your dip.Click into a single prompt. Look at the per-model breakdown. If the affected model shows "no response" or an error rather than an actual answer, the dip is a model outage, not a real drop in your visibility.Compare across brands. If every client/brand in your account dipped on the same day, that's a tracking-side issue, not a real visibility change.One-day dips often self-correct. If you saw 0% yesterday and 60% today, you probably caught a transient model outage. Watch the next two days of data before assuming something is broken.
Still not making sense? If status is green, the dip persists for more than 24 hours, and it spans multiple brands or models, email [email protected] with your account email and the dates affected. We can pull the underlying research runs and tell you exactly what happened.
My Reports tab is empty
Reports are auto-generated each time research runs for your brand. If /reports is empty:
Has research run for this brand yet? Go to your Dashboard. If you see "No research yet," click Run research to generate your first report.Wrong brand selected? Reports are per-brand. Check the brand switcher in the top nav.Cache issue? Hard refresh (Cmd/Ctrl + Shift + R).Just-finished research? Wait 1-2 minutes; the report can briefly lag research completion, then refresh.If the Reports page itself isn't in your sidebar, it may be gated by your plan. Full historical reports are available on Growth and above; Free shows the most recent run only.
Login issues
Can't log in
Check these first:
Are you using the right email address? (Try the one you signed up with) Is CAPS LOCK on? Passwords are case-sensitive Did you sign up with Google? Use the "Continue with Google" button instead Reset password:
Click "Forgot password?" on the login page Check your email (including spam folder) The reset link expires in 24 hours Magic link not arriving
Magic link emails typically arrive within 1-2 minutes.
If you don't see it:
Check your spam/junk folder Search your inbox for "trakkr" or "[email protected] " Add [email protected] to your contacts Wait 2 minutes, then request a new link Still not arriving? Use password login instead, or email [email protected] with your account email.
Session expired frequently
Sessions last 7 days by default. If you're being logged out more often:
Check if someone else has access (Settings → Security → Sessions) Disable browser extensions that might interfere Try a different browser Clear cookies for trakkr.ai Display issues
Page won't load
Quick fixes:
Refresh the page (Cmd/Ctrl + R) Clear browser cache Try incognito/private mode Try a different browser Still broken? Check trakkr.ai/status for outages.
Charts not showing
Charts require JavaScript. Make sure:
JavaScript is enabled Ad blockers aren't blocking Trakkr Browser is up to date (Chrome, Firefox, Safari, Edge) Data looks outdated
Trakkr shows the most recent research results. If data seems old:
Check when research last ran (top right of dashboard) Run new research to refresh Clear browser cache if issues persist Billing issues
Payment failed
Common reasons:
Expired card Insufficient funds Bank blocked the transaction To fix:
Go to Settings → Billing Update your payment method Retry the payment Plan not updated after payment
Changes usually take effect immediately. If not:
Log out and back in Check email for payment confirmation Wait 15 minutes (rare processing delays) Still showing old plan? Contact support with payment receipt.
Need an invoice
All invoices are available in Settings → Billing → Invoices.
Download any past invoice as PDF. Need custom invoicing? Contact sales for enterprise arrangements.
How do I cancel my subscription?
Go to Settings → Billing → Manage Subscription . This opens the Stripe billing portal (the same place you'd update your card). Click Cancel Subscription and confirm.
Your access continues until the end of your current billing period. After that, you move to the Free plan (1 brand, 5 prompts) automatically. We retain your data so you can resubscribe and pick up where you left off.
If you want to cancel but can't access the billing portal (team member without billing permission, account-managed-by-contract, or similar), email [email protected] with your account email and we'll handle it.
I was charged unexpectedly: can I get a refund?
We offer a 14-day, no-questions-asked refund window on new subscriptions and major upgrades. Email [email protected] with your account email and the charge you'd like refunded - we'll process it within a business day.
After 14 days, we still review refunds case-by-case. For annual plans, if you close your account mid-cycle we refund the unused portion.
Common reasons a charge looks unexpected:
Trial converted automatically. The Growth trial is 14 days and auto-converts to a paid month unless you cancel. You'll get reminder emails first.Add-on charges. Extra brands or prompt packs are billed on top of your base plan and show up as separate line items.Plan-change proration. Upgrades charge the prorated difference immediately, so a mid-month upgrade looks like a "small extra charge."Annual renewal. Annual plans renew once a year - the charge can feel surprising if you forgot when you signed up. Check Settings → Billing → Invoices for renewal dates.What happens during and after my free trial?
The Growth trial gives you 14 days of full Growth features. Here's exactly what happens:
Day What changes 1-14 Full Growth access (8 models, citations, perception, AI Pages site analysis, reports, exports). Workflow limit is 1 during trial. 14 (if you don't cancel) Your card is charged for the first month, trial converts to Growth 14 (if you cancel) Access continues through day 14, then drops to Free
To cancel without being charged, go to Settings → Billing → Manage Subscription any time before day 14. The same flow works whether you want to walk away or simply postpone upgrading.
You'll get reminder emails before your trial ends so nothing happens by surprise.
Integration issues
Slack notifications not working
Re-authorize the connection (Settings → Integrations → Slack → Reconnect) Check the Trakkr app is still in your Slack workspace Verify the channel hasn't been deleted or renamed Make sure Trakkr app has permission to post Webhook not receiving data
Verify the URL is correct and accessible Check the endpoint returns 200 OK Ensure your server isn't blocking Trakkr's IPs Check webhook logs in Settings → Integrations API key not working
Confirm the key is active (Settings → Developer ) Check you're using the correct header format: Authorization: Bearer YOUR_KEY Verify you're on the Scale plan (API access requires Scale) Generate a new key if all else fails Trakkr is slow
Try these:
Check your internet connection Clear browser cache Close other tabs (memory issues) Try a different browser If it's just one page: Let us know - there might be an issue we can fix.
Exports timing out
Large exports (thousands of records) may take time.
Solutions:
Use date filters to export smaller chunks Export during off-peak hours Try CSV instead of full JSON Getting help
Gather this information for faster resolution:
[ ] What were you trying to do? [ ] What happened instead? [ ] Screenshot of the issue [ ] Browser and device info [ ] Any error messages (exact text) [ ] When did it start happening? Channel Best for Response time In-app chat Quick questions Minutes Email ([email protected] ) Detailed issues 4-8 hours Priority support (Scale) Urgent issues 1 hour
Status page
Check trakkr.ai/status to see if there's a known outage before reporting issues.
Still stuck?
If you've tried everything here and still have issues:
Email us: [email protected] Include: Account email, description of issue, screenshotsWe'll reply: Within 4 hours during business hoursWe're here to help. No question is too small.