Common issues

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

Magic link not arriving

You signed up or tried to sign in, but the magic-link email hasn't appeared.

Try, in order:

1. Check spam / junk. Magic-link 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 links don't get filtered.

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

Scan stuck or failed

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

What's normal:

• Scans usually finish in 2–10 minutes.
• "In progress" status updates every minute or so as prompts complete.
• A failed scan typically retries automatically within a few minutes.

Try:

1. Refresh the page. Sometimes the dashboard hasn't picked up a status update. The actual scan may already be done.
2. Wait 15 minutes. Failed scans usually recover automatically.
3. Check Scans page. It'll show partial progress and retry attempts.
4. Trigger a manual scan. If a scheduled scan got stuck, a manual scan often works while we (or the auto-retry) clear the stuck one.

If a scan stays stuck or fails repeatedly for over an hour, email support with the scan ID. 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. Update your card in Settings → Billing. The new card is tried immediately.
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, your service continues normally. After several failed retries it moves to unpaid and scheduled scans pause — but you can resume by updating the card. 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. With under 20 prompts, results are noisy. One missed mention swings the visibility score by 5+ points. 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. Check the Trends page split by model — if one is divergent, it's likely model-side.

Login or sign-in problems

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

Try:

1. Use the magic-link sign-in flow at simplyrank.ai/login.
2. Check the magic-link email as described above.
3. Try a different browser if you suspect a cookie issue.
4. Check your email is the one tied to the account. If you've changed company email recently, you may need to sign in with the old address and update.

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. Very long retention periods (180+ days) can slow some pages on slower connections. Use 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.

Slack alerts not arriving

You connected Slack but alerts aren't appearing in the channel.

Try:

1. Check the Slack app is installed in the right workspace. Settings → Notifications → Slack should show "connected" with the Slack workspace name.
2. Verify the channel. If the channel was deleted or renamed after setup, alerts may be misrouted.
3. Check alert thresholds. A "visibility drop > 10%" alert won't fire if visibility moved 8%.
4. Reconnect. Disconnect Slack and re-authorize; this fixes most issues.

What's next

• Contacting support
• How billing works
• Scans