Troubleshooting

Something not working right? You're in the right place. This page covers common issues and their solutions. If you don't find your answer here, our support team is ready to help.

Research issues

Research is taking too long

Normal time: 2-5 minutes for most research runs.

If it's been longer:

1. 1Check the research status page - is there a known issue?
2. 2Refresh the page and check if it completed
3. 3Large 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:

1. 1Check your internet connection
2. 2Go to Settings → Billing and verify your account is active
3. 3Wait 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:

Actions to take:

1. 1Click into specific prompts to see exactly what AI said
2. 2Go to Settings → Brands and verify your brand name and aliases are correct
3. 3Check your Perception tab to see how AI describes you vs. competitors

No results appearing

If you're seeing empty states or "no data":

1. 1Did research run? Check your dashboard - research needs to complete first
2. 2New brand? Run your first research from the dashboard
3. 3Filter issue? Clear any active date or tag filters
4. 4Cache issue? Hard refresh (Cmd/Ctrl + Shift + R)

Login issues

Can't log in

Check these first:

1. 1Are you using the right email address? (Try the one you signed up with)
2. 2Is CAPS LOCK on? Passwords are case-sensitive
3. 3Did you sign up with Google? Use the "Continue with Google" button instead

Reset password:

1. 1Click "Forgot password?" on the login page
2. 2Check your email (including spam folder)
3. 3The 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:

1. 1Check your spam/junk folder
2. 2Search your inbox for "trakkr" or "[email protected]"
3. 3Add [email protected] to your contacts
4. 4Wait 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:

1. 1Check if someone else has access (Settings → Security → Sessions)
2. 2Disable browser extensions that might interfere
3. 3Try a different browser
4. 4Clear cookies for trakkr.ai

Display issues

Page won't load

Quick fixes:

1. 1Refresh the page (Cmd/Ctrl + R)
2. 2Clear browser cache
3. 3Try incognito/private mode
4. 4Try a different browser

Still broken? Check trakkr.ai/status for outages.

Charts not showing

Charts require JavaScript. Make sure:

1. 1JavaScript is enabled
2. 2Ad blockers aren't blocking Trakkr
3. 3Browser is up to date (Chrome, Firefox, Safari, Edge)

Data looks outdated

Trakkr shows the most recent research results. If data seems old:

1. 1Check when research last ran (top right of dashboard)
2. 2Run new research to refresh
3. 3Clear browser cache if issues persist

Billing issues

Payment failed

Common reasons:

• Expired card
• Insufficient funds
• Bank blocked the transaction

To fix:

1. 1Go to Settings → Billing
2. 2Update your payment method
3. 3Retry the payment

Plan not updated after payment

Changes usually take effect immediately. If not:

1. 1Log out and back in
2. 2Check email for payment confirmation
3. 3Wait 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.

Integration issues

Slack notifications not working

1. 1Re-authorize the connection (Settings → Integrations → Slack → Reconnect)
2. 2Check the Trakkr app is still in your Slack workspace
3. 3Verify the channel hasn't been deleted or renamed
4. 4Make sure Trakkr app has permission to post

Webhook not receiving data

1. 1Verify the URL is correct and accessible
2. 2Check the endpoint returns 200 OK
3. 3Ensure your server isn't blocking Trakkr's IPs
4. 4Check webhook logs in Settings → Integrations

API key not working

1. 1Confirm the key is active (Settings → Developer)
2. 2Check you're using the correct header format: Authorization: Bearer YOUR_KEY
3. 3Verify you're on the Scale plan (API access requires Scale)
4. 4Generate a new key if all else fails

Performance issues

Trakkr is slow

Try these:

1. 1Check your internet connection
2. 2Clear browser cache
3. 3Close other tabs (memory issues)
4. 4Try 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:

1. 1Use date filters to export smaller chunks
2. 2Export during off-peak hours
3. 3Try CSV instead of full JSON

Getting help

Before contacting support

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?

Contact options

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:

1. 1Email us: [email protected]
2. 2Include: Account email, description of issue, screenshots
3. 3We'll reply: Within 4 hours during business hours

We're here to help. No question is too small.