Troubleshooting — Common Messages and What to Do

Scanning and Prompt Tracking

• "Check timed out, try again later": the engine was busy. Open Evidence and click Scan now after a minute.
• "Last check was interrupted · n / m done": you closed the page mid-check. Click Continue; it resumes from the interrupted prompt.
• "Daily scan limit reached": too many prompts on daily frequency. Set others to weekly or monthly.
• Rows stuck on "checking…": the queue is working through them; results appear without reloading.
• A prompt's language does not match its market: use Move to matching market in the banner so it is scanned in the right language.
• China-market prompts show "Business only": China markets scan only Doubao, DeepSeek, Qwen and Kimi, which Pro does not include. Those prompts are not scanned until you upgrade to Business; international markets are unaffected.
• Engine shows a lock: not included in your plan.
• Coverage suddenly dropped: first check the Workspace for Platform-wide changes, or the markers on the coverage trend in Evidence. If the engine changed for all projects on the same day, the cause is usually the platform, not your brand.

Credits and limits

• "Not enough credits": top up in the dialog that opens, or on API keys & credits → Credits, or turn on auto-recharge. Free accounts need to upgrade first.
• "Not enough credits to add prompts": the balance doesn't cover the new prompts' first check. Top up in the dialog and add them again, or add fewer.
• "Project limit reached": delete an unused project or upgrade; Enterprise and agency accounts add projects on the page.
• "Up to n prompts can use repeated sampling": turn repeated sampling off on another prompt first.

Newer features

• "This feature is being set up" (Brand searches, Coverage, Agents, Experiments): the feature is still being switched on for your account. Refresh later; if you still see it after a day, contact support.
• An experiment shows "Not enough data": the test or control group has fewer than 10 orders, leads or visits (depending on the metric) before or after the start. Wait for more data, lengthen the comparison, or put more pages in the groups.
• A simulated agent task failed with "Step n: …": the agent got stuck at that step, and the text names the element that blocked it. The agent runs no JavaScript, does not log in and never submits forms, so prices rendered only by scripts, information behind a login and links hidden in pop-ups all stop it. Put the key information in the page HTML, then click Run or wait for Monday's automatic run.
• The Agents tab says "Available on paid plans": monitoring and simulated tasks need a paid plan; for a one-off check use the free /agent-readiness.
• Brand searches shows no wrong-phone or wrong-address results: fill in Official facts (official domains, support phone numbers, prices) first; the checks compare against them.

Generation

• "Business info is missing": fill it in on Content Rules; the pipeline will not start otherwise.
• "This project already has an article generating": one deep-research run per project; wait, or cancel it from the dialog.
• "Deep research needs 3 to 15 prompts": select more (or fewer) prompts.
• "Rate limited" / "AI service overloaded" / "timed out": wait a minute and retry; shorten the topic for timeouts.

Publishing and integrations

• "Not connected · publishing will fail": connect the platform on Integrations; the link returns you to the article afterwards.
• Stuck on "processing": for extension platforms, press Publish in the tab that opened; for own channels, reload and read the error.
• "Daily limit reached" for a platform: that platform's cap for today is used; publish tomorrow or to another channel.
• Extension not detected / too old: install or update Citadex Publisher (Chrome or Edge); Japanese platforms need 1.2.6, Ameblo 1.3.0.
• GitHub "redirect_uri mismatch": the callback URL registered in the GitHub OAuth app differs from the app URL (often www versus non-www). Fix the OAuth app, not Citadex.
• Hosted blog "domain error": a DNS record is missing or wrong; compare with the records shown in the drawer and click Check status.
• "Test failed: …": check credentials, permissions and the site URL (no trailing slash).

Data connections and revenue attribution

• AI Traffic stays empty: no data is connected yet. Pick a method under AI Traffic → Data sources; the Cloudflare direct connection syncs every hour.
• "Only the workspace owner can connect this": Google Analytics can only be authorized by the owner.
• Revenue arrives but is not tied to AI: install the site script and turn on form email capture first; revenue sources are matched to visitors by email. See Revenue attribution.

Sign-in

• Google sign-in does nothing: you are inside an in-app browser (LINE, Instagram, TikTok). Open the link in Chrome or Safari.
• Sent to New Project every time: the account needs one project before other pages open.

Still stuck

Open the AI Assistant in the bottom-right corner and describe the problem, or use Contact support at the top of its drawer; you can also use Contact us in the top bar (attach screenshots) with the project name and what you expected to happen.