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Start with the Project and the last action you took. If a problem remains after the checks below, email [email protected] with the Project name, approximate time, and a screenshot or error text. Do not send passwords or payment card details.

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Project setup and Website access

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The Website cannot be verified or read

  1. Check that the Website address in Project settings is the address customers can open. Include the correct www host and HTTPS scheme.
  2. Follow the verification instructions currently shown in Videntic. If you added a file or page tag, open the public page in a private window and confirm it appears in the required location.
  3. If your Website redirects, check the final destination. A security challenge, login wall, or blocked crawler can also prevent Videntic from reading the page.
  4. Retry the verification action. If it still fails, send support the Project name, entered URL, and the public URL you checked.
Do not remove your Project and add it again just because one verification attempt failed. That can make existing configuration and history harder to find.

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Analysis and Prompt Library

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An Analysis still appears to be in progress

Open Analysis History in the Project and check the latest Analysis status. Refresh the view once if the status has not changed. If the Analysis shows an error, include that status and its start time when contacting support. Avoid repeatedly starting new Analyses while one is still in progress.

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You cannot activate another Prompt

The active Prompt limit belongs to the Project’s Plan. Open Prompts → Library to see the Project’s current tracked count and limit, then check Settings → Billing if you need to review the Plan. In Prompts → Library, archive a Prompt if it no longer needs to be measured. Archived Prompts remain in the library but are excluded from future Analyses. Before archiving one, check whether it is useful for comparing results over time.

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A Metric changed sharply between Analyses

  1. Compare the same Market, time window, and AI Platforms.
  2. Check whether the active Prompt Library, Brand Profile, or Tracked Competitors changed between the two Analyses.
  3. Open the supporting AI Responses. A change in one AI Platform or a small number of Prompts can move a headline Metric.
  4. Check Analysis History for incomplete or failed capture before treating the difference as a product trend.
AI Responses can vary. A change in AI Visibility or Share of Voice is an observation, not proof that one Website edit caused it.

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Reports and email

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A recipient did not receive a report

Check that the address is saved under Settings → Project → Reports for the correct Project. Then check the recipient’s spam or quarantine folder, the selected report frequency if your Plan offers one, and the latest Analysis status. See Email delivery for a full walkthrough.

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The PDF attachment is missing

Some mail systems strip attachments. Ask the recipient’s mail administrator to check quarantine and attachment rules. Contact support with the Project and delivery time if the message arrived without its PDF.

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Sira and content

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Sira’s answer or Article is off brand

Check the Project’s Brand Profile and any Knowledge Base material Sira can use. Give Sira the specific audience, product, and examples relevant to the request. Review every factual claim and link before using an Article externally. See Work with Sira.

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An Article did not reach your CMS

Check the Publishing Connection under Settings → Integrations for the correct Project. Confirm it still shows Connected, then inspect the Article’s publishing result in Content Studio. Reconnect if authorization expired. For provider-specific setup, see the integration guide.

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Billing

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A downgrade has not taken effect

Check the effective date in the Project’s Settings → Billing. A downgrade is scheduled for renewal, so the current Plan remains active until then. Review the Prompt Library after the new limit takes effect.

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A payment failed

Open the Project’s Billing area and use Manage for the payment method or invoice. Access can continue during the Payment Grace Period while Stripe retries the payment. If the portal cannot resolve the problem, contact [email protected] with the Project name and invoice date.

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Still stuck?

Include the Project name, the action you tried, when it happened, the visible status or error, and what you checked. That gives support enough context to investigate without guessing which Website or Analysis you mean.
Last modified on September 28, 2026