The top problems customers hit during setup and normal operation, each with the fix. If yours isn’t here, check the FAQ or email [email protected].
Website verification
”Verification failed” when I know the tag is there
Almost always one of four causes:
- The page is cached by a CDN. Purge the CDN cache (or wait for TTL) and retry. Cloudflare, Fastly, and Akamai all cache HTML aggressively by default.
- The tag is in
<body> instead of <head>. Move it into <head> — many CMS block editors default to body injection.
- Your homepage redirects. If
example.com redirects to www.example.com (or the other way), add the canonical version as the website URL in Videntic.
- Your site is gating the page behind an interstitial (cookie banner, geo wall, bot protection). Add Videntic’s verification path or IP range to your bot protection’s allowlist.
”File upload” method returns 404 on check
The verification file needs to be reachable at https://yourdomain.com/<filename> — at the root. Placing it in /public/ locally works if your framework serves public/ at the root (Next.js, Nuxt, most static generators). If your build puts it elsewhere, adjust the deploy path and re-verify.
Verification worked but crawl didn’t start
Give it a minute. If the crawl hasn’t started within ten minutes, try adding the site again — most of the time it’s a one-off transient and a retry gets you moving.
Running an analysis
Analysis is stuck at “running” for more than 15 minutes
Our pipeline times out per-step, so a run should never hang forever. If yours has:
- Refresh the page — the progress indicator occasionally goes stale even though the run completed.
- Check Settings → Notifications for any error messages attached to the run.
- If nothing has resolved after 20 minutes, email support with the website name and approximate start time.
”Prompt limit reached” error
Your prompt library is full — you’ve hit the number of active prompts your plan allows (25 on Basic, 100 on Pro, 200 on Max). This is a cap on how many prompts you can keep active at once, not a monthly run allowance. Options:
- Deactivate a prompt you no longer need — this frees a slot while keeping its history, and you can reactivate it later.
- Delete a prompt to remove it permanently.
- Upgrade to a higher plan for more slots — takes effect immediately.
See Plans & billing for the prompt library size on each plan.
Analysis results look wildly different between runs
Some variance is normal — LLMs aren’t deterministic, and Perplexity especially can be noisy run-to-run. That said, a 20%+ swing in AI Visibility between adjacent runs usually means:
- One of the LLMs had downtime or degraded quality during the run (rare, but happens).
- Your site changed significantly (e.g. migration, CDN issue) between runs.
- Your prompt set changed — did you edit keywords or target audience?
Compare the per-model breakdown: if one model swung hard and the others held steady, it’s probably that one model’s volatility rather than a real visibility change.
Reports and email
A recipient isn’t getting reports
- Confirm the address is listed in Settings → Reporting → Recipients.
- Ask the recipient to check spam/junk.
- Check Settings → Notifications for a bounce against that address.
- If there’s a bounce, the fix is usually on the recipient’s mail server — add
[email protected] to their allowlist or remove the forwarding rule that’s dropping the mail.
The PDF is stripped from my emails
Some corporate mail gateways strip attachments from external senders. The email body contains an inline summary plus a link to view the report online. If you need the PDF, ask IT to allow PDF attachments from @videntic.com.
Reports are empty or missing sections
Usually means the analysis hasn’t completed yet. Check the analysis run status on the website dashboard — if it’s still running, the report generated against incomplete data. Re-run the analysis and regenerate the report.
Sira
Sira is writing generic or off-brand content
Upload at least one brand document (guidelines, tone-of-voice, a best-in-class past article) and ask Sira to try again. The drafts Sira produces without any brand context are necessarily generic — it has nothing to anchor to. See Work with Sira.
Sira is answering about the wrong website
Check the website switcher in the top-left of the chat. Sira’s context is scoped to the currently selected site. Switch, then rephrase the question.
A Sira task has been running for an hour
Long tasks — full-site audits, multi-article content plans — can take that long. Check the task card in the conversation for progress. If it’s clearly stuck (no progress messages for 15+ minutes), email support with the task ID.
Integrations
Shopify install fails with “Permission denied”
Your Shopify role needs Edit articles. Either ask an admin to grant it, or install the integration under an admin account.
WordPress says “Authentication failed”
Two common causes:
- You entered your email address where the username field is — WordPress needs the username.
- A security plugin (Wordfence, iThemes) is blocking REST API access. Allowlist Videntic, or temporarily disable the plugin to test.
Drafts appear in the wrong blog/category
Set the default blog (Shopify) or default category (WordPress) in the integration settings. Videntic pushes there unless you override per-draft.
Billing
Downgrade didn’t take effect
Downgrades take effect at the end of the current billing cycle, not immediately. Until then, you keep your higher-tier features. This is intentional so you don’t lose what you paid for.
I was charged after cancelling
Check the charge date — Stripe sometimes processes a final renewal charge if the cancel happened after the billing cutover. Email [email protected] with the invoice number and we’ll review.
”Payment failed” notification but my card works fine
Usually a 3D Secure / SCA challenge your bank issued that wasn’t completed. Go to Settings → Billing → Manage billing in Stripe and retry the latest invoice — the portal will walk you through authentication.
Still not working?
If the fix here doesn’t solve your problem — or the issue isn’t listed — email [email protected] with:
- The website name / URL affected.
- The approximate time it happened.
- A screenshot if the error is visual.
- What you’d already tried.
We usually reply within a business day; Pro and Max customers get priority support. Last modified on July 15, 2026
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