Common issues

Quick fixes for the issues we see most often. If your problem isn't here, contact support.

Sign-in email not arriving

You signed up or tried to sign in, but the email with your sign-in code hasn't appeared.

Try, in order:

1. Check spam / junk. Sign-in emails sometimes get filtered, especially for first-time senders.
2. Wait two minutes. Email delivery can lag; most arrive within seconds but some take a minute or two.
3. Check the email address. A typo means the email went somewhere else. Try requesting again with the correct email.
4. Use a different email if possible. Some corporate email gateways aggressively filter transactional email. A personal Gmail can confirm whether the issue is delivery or address.
5. Add [email protected] to your safe-senders list so future sign-in emails don't get filtered.

If you set a password earlier, you don't need the email: choose Password on the sign-in page.

If after 10 minutes nothing has arrived, email support. We can verify the request was sent and help debug delivery.

Finding prompts or scan results

• To add or edit questions, open Prompts in the sidebar or click Manage prompts on Tracking, Overview or Scans. Settings → Prompts remains available. A visibility prompt requires a category.
• To read the answers from one run, open Scans and click View results, then expand View AI answer. Failed or cancelled scans only offer this when they have saved answers; those results are marked incomplete.
• To see summary metrics or trends, open Overview or Tracking, and check the selected workspace, brand and date range.
• Saving a prompt is separate from finishing a scan. If the trial's single sample scan has already been used, new prompts are saved but need a paid plan before they can be scanned. Paid scans also require remaining monthly allowance.

If something feels broken, tell support which step failed and what the screen says: adding a prompt, starting a scan, waiting for completion, or opening results. Include the scan ID or page URL when available. This lets us investigate the actual step instead of asking you to repeat unrelated browser fixes.

Scan stuck or failed

A scan has been "in progress" for a long time, or shows "failed" / "stale".

What's normal:

• The first scan you run while setting up, a small set of trial questions, usually finishes in 2–8 minutes.
• A full scan on a paid plan takes longer: from about a quarter of an hour on Starter to an hour or more on the largest plans.
• "In progress" status updates every minute or so as prompts complete.
• A failed scan needs its error reviewed; available recovery actions depend on its status and remaining allowance.

Try:

1. Open Scans. Read the status, progress and any error or partial-coverage warning for the affected run.
2. Use the available recovery action. A resumable run offers Resume; a finished run with missing answers may offer Retry failed. These actions still follow your plan's limits.
3. Check for another running scan. A new scan cannot start while one is in progress. Do not repeatedly start new scans to clear a stuck one.
4. If the screen appears out of date, refresh once. If the status stays stuck, keep the scan ID and error message for support.

If a scan stays stuck or repeatedly fails, email support with the scan ID and what the screen says. We can investigate.

Payment failed / past-due status

Your account shows past_due or you got an email about a failed payment.

What's happening: your card was declined on renewal day. We retry automatically.

Try:

1. Pay the overdue invoice. Click Manage Billing in Settings → Billing, update your card there if it has changed, and pay the invoice. Updating the card alone may not settle it.
2. Check your bank. Some banks block subscription charges; a quick call resolves it.
3. Watch your email. We send renewal reminders before the next billing date so you can update ahead.

While past_due, scheduled scans pause, but your data stays and you can still run scans by hand from the Scans page. After several failed retries the account moves to unpaid, and no more retries are made. Paying the overdue invoice resumes scheduled scans. See How billing works.

Data looks wrong

Your visibility, position, or sentiment looks unexpectedly different from what you saw last week.

Common causes:

1. Small prompt set. A short prompt list is inherently noisy: a single missed mention moves the visibility score noticeably on its own. Add more prompts.
2. A scan didn't fully complete. Check the Scans page — if the most recent scan has < 98% prompt coverage, the data is partial. Wait for the next scheduled scan or trigger a manual one.
3. You changed your prompts. New prompts test different things; comparison vs. last week isn't apples-to-apples.
4. A competitor surged. Open the Competitors view. If a rival jumped, they may be pushing you down.
5. A model behaved differently. Sometimes one AI model returns notably different answers for a few days. Open Tracking and set Compare to Models — if one model's line moves apart from the others, it's likely model-side.

Login or sign-in problems

You're signed out and can't get back in.

Try:

1. Ask for a sign-in code at simplyrank.ai/login: enter your email and click Email me a code. The page then shows a box for a six-digit code. Type the code from the email and click Verify & sign in.
2. Check that the email arrived, as described above.
3. Use your password, if you set one. Choose Password on the sign-in page. If you've forgotten it, click Forgot? for a reset link.
4. Try a different browser if you suspect a cookie issue.
5. Check your email is the one tied to the account. If your company email changed recently, sign in with the old address. It can't be changed in the app, so email us and we'll change it for you.

If you've lost access to the email tied to your account, contact support and we'll verify identity manually.

Onboarding stuck or incomplete

Onboarding hasn't completed and you can't get to the dashboard.

Try:

1. Sign out and back in. A fresh sign-in often clears state issues.
2. Make sure all 5 steps were completed. The dashboard only unlocks once you've added at least one brand and saved a prompt.
3. If a step shows an error, email support with a screenshot.

Slow dashboard

The dashboard feels slow or doesn't load.

Try:

1. Refresh once. Most slowness clears.
2. Reduce the date range. A long date range pulls a lot more data into the charts and can feel slow on a poor connection. Go back to the 30-day default.
3. Try a different browser. Most issues we see are Chrome on a heavily-extended profile.
4. Check status. If broader issues are happening, we post on the @simplyrank account or via banner on the dashboard.

If slowness persists, email support and we'll investigate your account.

What's next

• Contacting support
• How billing works
• Scans