Troubleshooting

Use this page when something does not work as expected.

Check organization first

Many issues come from the wrong active organization, a pending invitation, or a role that does not have access to the current page.

Common issues

Organization

Check that you are signed in, the correct organization is active, you accepted the organization invitation, and your role has access to the page.

Creation

If you cannot create a project or campaign, check that a organization is active, your role allows creation, your plan includes the feature, you have not reached limits, and required fields are complete.

Billing

If billing or tokens look wrong, check that the correct organization is active, subscription status is active or trialing, payment is not failed or past due, token top-up payment completed, and usage is not from a scheduled or manual campaign run.

Search and campaign fixes

A proxy search failed

Rerun the search, reduce pages to one, confirm country/language/city settings, remove map pin and try country/city targeting, then check provider availability.

A tracker campaign has no results

Check that the campaign is active, the schedule has run, keywords are valid, tracked domains omit protocol and paths, settings are correct, and run status is not failed or pending.

AI Visibility looks incomplete

Check that prompts are specific, locations and platforms are compatible, the run completed, raw responses have context, and competitor or brand names are spelled consistently.

API key does not work

Check that the key is active, sent in X-API-Key, has required permissions, the organization plan includes API access, and the endpoint is customer-facing.

Quick diagnostic path

1. Confirm the active organization.
2. Confirm your role and plan access.
3. Check required fields and limits.
4. Check run or request status.
5. Retry with the smallest valid scope.
6. Contact support with the project, campaign, search, or API request details.

Open in iSearchFrom

Open app home in the app. Start troubleshooting from the page where the issue happened, then check Billing, Team Settings, or API Keys when the issue involves access or tokens.

Related docs

FAQAnswers to common product questions.

Contact SupportWhat to include when contacting support.

Errors, Pagination, and Rate LimitsDebug API errors and request limits.