Troubleshooting

Something is not behaving. This page lists the problems we see most and the fix for each, grouped by where they show up: signing in, research and scores, Pages and Results, billing, integrations, and the app itself.

Two checks clear a surprising share of them. A hard refresh gets rid of a stale build, and trakkr.ai/status says whether the problem is ours. If neither helps, the last section covers what to send us.

Signing in

Why can't I sign in?

Check which method the account uses. Trakkr accepts a password, Continue with Google, Email me a link, and SSO, and an account created through Google has no password until someone sets one. If the password is right but rejected, use Forgot password? to reset it, or Email me a link to get in without one. If the address is not the one you signed up with, no method on the page will work.

My sign-in link never arrived. What now?

That email carries a link and a typed code, so you have two ways in from the same message. Check spam, search your inbox for "trakkr", wait two minutes, then request a fresh one. Corporate mail scanners sometimes open the link before you do and use it up, which is exactly what the code is for: paste it into the box on the login page instead. If nothing arrives at all, sign in with a password and email [email protected].

Why do I keep getting signed out?

Usually the browser is dropping cookies for trakkr.ai, whether from a privacy extension, a strict cookie setting, or a cleanup tool that runs between sessions. Allow cookies for the domain and try again in a normal window rather than a private one. Settings → Security → Devices lists everywhere you are currently signed in, and Sign out all other devices ends anything you do not recognize.

Research and scores

Research is taking a long time. Is it stuck?

A run normally finishes in a few minutes, and a brand's first report lands about three minutes after you start it. The run continues if you close the tab, so reload the page instead of starting a second one. If it has not finished after fifteen minutes, check trakkr.ai/status, then email [email protected] with the brand name and roughly when you started.

Some prompts came back with errors. Is that a problem?

A few failed attempts per run are normal, because model providers rate-limit and time out. A failed attempt is dropped from scoring rather than counted as a zero, so a handful of them thins the sample slightly and changes nothing else. If most prompts in a run failed, check the status page, confirm the account is active under Settings → Billing, and try again in fifteen minutes.

Why did my visibility drop to zero across every brand?

Report that one. A provider outage does not zero a score, because failed attempts are excluded from the calculation instead of counted as zeros, so an outage thins the sample rather than flattening it. Check trakkr.ai/status first, then open a single prompt and read the per-model breakdown. If the responses look real but the score does not, email [email protected] with the dates affected.

My score looks wrong. Where do I check it?

Open a prompt and read the responses the score was built from. That settles most of it in a minute. If your brand is named in the text but not counted, the spelling Trakkr matches on is probably wrong: open Settings → Brands → Name variants and add the forms models actually use. If the score is accurate but lower than you expected, compare it per model on the Dashboard before assuming a problem with your site.

The Reports page is empty. How do I get a report?

Reports are generated when a run completes, so an empty page usually means this brand has not finished one yet. Check the brand selector in the sidebar first, because reports are per brand and it is easy to be looking at the wrong one. If a run has just finished, give it a minute and reload. Reports and exports covers the rest.

Pages, Results, and Optimize

A stage on my page says "Not measured". What should I do?

It means Trakkr does not yet have the source or check for that stage, not that the page failed. Available, Understood and Relevant come from measuring the page, so press Measure now. Reached and Visited need a connected source and update overnight: crawler tracking for Reached, Search Console or crawler tracking for Visited. Selected waits for citation history to build up.

A result says "Couldn't measure". Is that an error?

No. The measurement window closed without enough page-level evidence to judge the work, and Trakkr says so rather than guessing. Open the result and read the reason under it: the usual fixes are linking the action to the right page, connecting the source it names, or waiting until the page has activity to compare. It is excluded from earn rate, and nothing you already measured changes.

A page I published is missing from Pages. Why?

Trakkr discovers URLs through sitemaps, crawler visits, citations and site checks, and a new page can take a while to surface in any of them. You do not have to wait: open Pages, choose Add pages, paste the full URL and measure it. If it will not add, check that the URL belongs to the brand you have selected, loads without a sign-in, and is a page rather than an asset such as a PDF.

My action moved to Results. What does that mean?

The work is done, so the measurement window fixed at the start has begun. The row reads Measuring until that window closes, then becomes Earned, No movement, Couldn't measure, Reverted or Coincided with a drop. Open it to see the target metric, the before reading and how long is left. There is nothing to speed up, since a shortened window would only make the comparison worse.

Where did the Issues tab in Optimize go?

It was folded into Findings, which now carries the site verdict, the fix queue and the full check list in one view. No checks were removed. The old Citation Readiness number is still there, renamed Checks score and moved off the hero so the findings lead the page.

Billing

My payment failed. What happens now?

Stripe retries a failed card automatically over the following days, and Trakkr emails you separately if it is still failing about two days in. Access continues through a seven-day grace period from the first failure, so nothing stops immediately. Update the card at Settings → Billing and the next retry usually clears the invoice with no further action from you.

I paid but my plan has not changed. What now?

Reload Settings → Billing. Coming back from checkout re-syncs the subscription against Stripe, and the page shows a "Last synced" time so you can tell whether that has happened. If it still shows the old plan afterwards, sign out and back in, then email [email protected] with the Stripe receipt and we will reconcile it by hand.

Where are my invoices?

Settings → Billing lists your invoices with a download beside each one. View all in Stripe opens the billing portal, which is also where you change the card, the company name and the VAT number that appear on future invoices.

I was charged unexpectedly. Can I get a refund?

New subscribers get a 14-day money-back guarantee, no questions asked, so email [email protected] inside that window and it is refunded in full. After 14 days refunds are at our discretion, so tell us what happened rather than assuming the answer. Before you write, check whether the charge is a trial converting, an add-on billed alongside the base plan, or the prorated difference from a mid-cycle upgrade.

How do I cancel before the trial charges me?

Go to Settings → Billing and use the Cancel subscription link at the bottom of the page, any time before day 14. Access runs to the end of the trial and no charge is taken. On a paid subscription the same flow also offers a pause of one, two or three months if you only need a break. If you are on a team you do not own, that row names the owner to ask instead.

Integrations and the API

My Slack messages stopped arriving. What should I check?

Trakkr reaches Slack two ways, so the fix depends on which one the automation uses. Approvals and notifications go through a Slack account you connect under Integrations, where a revoked app shows as disconnected and reconnecting fixes it. A plain post-to-Slack step uses an incoming webhook URL instead, which breaks when the webhook is revoked or its channel is archived: create a fresh one in Slack and paste it back. Only hooks.slack.com URLs are accepted.

My webhook is not receiving anything. What should I check?

Trakkr posts over HTTPS only, waits 30 seconds by default, and retries up to three times before recording the delivery as failed. Confirm the endpoint is publicly reachable, answers with a 2xx, and is not behind a rule that drops unfamiliar callers. Test the URL yourself before blaming the connection, because a plain HTTP endpoint or one returning 500 will never look connected.

My API key returns 401. What should I check?

The REST API needs the Scale plan, and the credential goes in an Authorization: Bearer <key> header, not a query parameter or a custom header. Check the key is still active at Settings → Developer, and remember that regenerating a key invalidates the old one immediately, so any script still holding it starts failing. MCP uses a separate connect token from the same page, and the two are not interchangeable.

My export times out or comes back empty. What should I do?

Narrow it. A shorter date range and fewer dimensions almost always turns a stalled export into an instant one, and several small exports beat one enormous one. An empty file usually means the filters excluded everything, so clear them and run it again. For anything genuinely large, the Google Sheets sync or the REST API suits the job better than a one-off download.

When nothing loads

The app will not load. What should I try?

Hard refresh first (Cmd+Shift+R, or Ctrl+Shift+R on Windows), which clears a stale build more often than anything else does. Then try a private window, which rules out an extension, and a different browser, which rules out the profile. If the page loads but one chart or panel stays blank, an ad blocker is the usual culprit.

How do I check whether Trakkr is down?

trakkr.ai/status shows current service status along with open and recent incidents. Check it before reporting an outage, because a degraded provider listed there explains most sudden gaps in data.

What should I include when I email support?

Send your account email, the brand, what you were trying to do, what happened instead, and the exact error text if there was one. A screenshot and the time it happened are worth more than a description of either. Write to [email protected], or use Support at the foot of the sidebar to reach the same people in chat.