Troubleshooting

Audit failed or unavailable

An audit fails when we can't reach your site or the crawl provider times out. Common causes:

• Your site is behind a Cloudflare "under attack" rule blocking crawlers.
• Robots.txt blocks user-agent RankMeFastBot or "*".
• Your server returned a 5xx error for our first requests.

Try again in a few minutes. If it keeps failing, change your firewall or robots.txt to let our bot in.

Rank check unavailable

A single keyword can come back unavailable if the search-results provider is rate-limited or Google showed a captcha. This is temporary and the next scheduled run tries again, so you don't need to do anything.

"Reconnect needed" on Search Console

Google cancelled our access token. Open Settings → Google Search Console → Reconnect. This can happen if you changed your Google password or revoked the app.

Cap reached

See Plans, limits & credits. You can upgrade, buy a small credit pack, or wait for the next billing period.

Cap reached on a research tool (402)

The message names the unit that ran out, for example keyword_lookups or audience_research_runs. Wait for the monthly reset, buy a credit pack if there is one, or upgrade. Audience Research runs have no pack.

Partial results on a research tool

Some engines or sources answered and others didn't. You get what arrived, labeled partial results, and the missing part is named instead of being filled with zeros.

Unsupported for this engine / market

The check can't run for that engine or market, so that part is left out of the result. It is never shown as a zero.

Unavailable (not zero)

No data came back for the period. unavailable ≠ 0: read it as unknown rather than a drop to zero. You will see this on share-of-voice and Search Console generative-AI cards.

"Reconnect needed" on analytics or generative-AI cards

Same cause as the Search Console reconnect above: Google cancelled the token. Reconnect from the site's Google workspace and the cards update the next time they load.

Verification email missing

Check spam. The link expires after 24 hours. If it really didn't arrive:

• Check that you typed the address correctly. Typos are the most common cause.
• Try Google sign-in instead if your address is Gmail.
• Contact support if it's a company address, since your mail server may be filtering it.

AI summary shows "shortened"

Long audits are shortened before we send them to the model. The summary is still valid; it's just based on the shorter version. Click Regenerate if you want another take.

Report screen loops loading

Hard-refresh the page (⌘/Ctrl + Shift + R). If that doesn't help, clear your browser cache. If it still loops, the report and an audit that is still running are usually out of sync, and support can refresh it from their side.

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