Troubleshooting
This section is for the moments when something isn't behaving. Most of what goes wrong with SimplyRank falls into a handful of buckets — a sign-in link that never lands, a scan sitting at "in progress" longer than it should, a card that declined on renewal day, or numbers that jumped further than they ought to. Each of those has a first-line fix you can try yourself, and Common issues walks through all of them in order.
It's written for anyone using the product, whether you're a day-one trial user stuck at the sign-in screen or an admin working out why last night's scheduled scan came back partial. Nothing here needs developer knowledge. Where a problem is genuinely on our side, the article says so and points you at the fastest way to tell us.
Start with the checks below. If they don't resolve it, Contacting support explains which address to use and exactly what to include so we can act on your first message instead of asking follow-up questions. We're a small team and we answer support ourselves, so a clear report goes a long way.
Start here
- Common issues — magic links, stuck scans, failed payments, data that looks wrong, slow dashboards and Slack alerts that never arrive.
- Contacting support — which email to use, what to put in the message, and what we won't do over support.
- Scans — what each scan status means before you decide something is broken.
All articles
Frequently asked questions
My magic link hasn't arrived — what should I do?
Check your spam or junk folder first, then give it a couple of minutes, since delivery sometimes lags. Confirm you typed the address correctly, try a personal address if your work email sits behind a strict gateway, and add [email protected] to your safe senders. Full sequence in Common issues.
My scan has been "in progress" for hours. Is it broken?
Most scans finish within a few minutes, and failed ones usually retry on their own, so refresh the page, then give it about fifteen minutes before acting. If it's still stuck, open the Scans page to see partial progress and retry attempts, and trigger a manual scan in the meantime. See Common issues.
What happens if my card is declined?
Your subscription moves to past_due and we retry the payment automatically — service carries on as normal during that window. Update your card in Settings → Billing and the new one is tried straight away. If every retry fails, the account moves to unpaid and scheduled scans pause until the card is fixed. See How billing works.
Why do my numbers look so different from last week?
The usual causes are a small prompt set (under about twenty prompts, one missed mention swings the score), a scan that didn't reach full prompt coverage, prompts you edited since the last run, or a competitor who has genuinely surged. Check the Scans page for coverage first, then read Common issues.
How do I report a problem so it gets fixed quickly?
Email [email protected] with your account email, what you were doing, what happened instead, any error text, the page URL and what you've already tried. Privacy and data requests go to [email protected]. Contacting support has a worked example of a report we can act on immediately.
Need a hand with this?
We answer support ourselves — no tier-1 queue, no bot. Tell us what happened and what you have already tried, and a real person will pick it up.