Solutions to the most common issues on Citadex: scan failures, visibility check errors, empty results, login problems, and score discrepancies. Step-by-step fixes for every situation.

Troubleshooting Guide

Scan Failed or Stuck

Symptom: Your scan shows "Failed" status or stays at a progress percentage without completing.

Fixes:

URL is not publicly accessible — Ensure the URL doesn't require login, authentication, or VPN access. Citadex can only scan publicly accessible pages.

URL returns a non-200 status code — If the page returns 404, 403, or 503, the scan will fail. Verify the URL loads correctly in an incognito browser.

JavaScript-heavy SPA — Some single-page applications that require JavaScript to render content may return incomplete data. Ensure your key pages have server-side rendering for critical content.

Temporary network issue — Wait 2–3 minutes and try running the scan again.

Visibility Check Returns Empty Results

Fixes:

No prompt library configured — Ensure your project has at least 5 active queries in the Prompt Library (Project Settings → Prompt Library).

API rate limit — If you've run multiple checks in rapid succession, wait 10 minutes and try again.

Platform outage — Check the AI platform's status page if a specific platform consistently fails.

Low AEO Score Despite Good Content

Most common hidden issues:

Missing JSON-LD schema — Check your page source for <script type="application/ld+json">. If absent, add Organization and FAQPage schema. This single fix typically adds 15–25 points.

Entity definitions are implicit, not explicit — AI models need explicit statements like "Citadex is an AI Engine Optimization SaaS that tracks brand visibility across ChatGPT, Claude, and Gemini."

Schema is present but invalid — Use Google's Rich Results Test (search.google.com/test/rich-results) to validate your schema. Invalid schema scores lower than no schema.

Google Sign-In not working: Ensure your browser allows third-party cookies (required for OAuth flows). Try in a fresh incognito window.

Email/Password login failing: Use the Forgot Password link on the login page. Check your spam folder for the reset email.

Session keeps expiring: Check if you have a browser extension that clears cookies, or if your browser is set to clear cookies on close.

Rankings Data Shows "Not Listed" for All Keywords

Possible causes:

Brand genuinely not appearing — This is valuable data confirming an AI visibility gap that needs content strategy work.

Prompt library queries are too narrow — Add more category-level "best X for Y" style queries alongside brand-specific queries.

Rankings check hasn't been run — Trigger a Rankings check manually in the Rankings module.

Getting More Help

If you can't find a solution here:

Email: support@citadex.io
Response time: Within 24 hours on business days
Include: Your account email, the specific URL or project involved, and a description of what you expected vs. what happened