> For the complete documentation index, see [llms.txt](https://help.rankability.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.rankability.com/troubleshooting/troubleshooting-common-issues.md).

# Troubleshooting common issues

Use the current client, status, connection, usage, and error details to resolve common Rankability problems.

Use this checklist before creating a duplicate job, reconnecting an integration, or contacting support. Preserve the failing state long enough to record it. Do not share API keys, passwords, OAuth tokens, invoices with full payment details, or other secrets in screenshots or support messages.

## Start with context

* Confirm the selected organization and client.
* Refresh once and repeat the action once.
* Record the project or task ID, time, and exact error.
* Check filters before assuming a client, task, or project is missing.

Also capture the page URL without sensitive query values, the selected client, browser, local time and timezone, action, and whether the issue happens in a private window or another supported browser. If an on-demand action is involved, record the displayed usage state and operation description.

## A task or project is still running

Open the item and use its current status control. Long research, crawl, and generation jobs can continue in the background. Do not repeatedly create the same job while the first one is active.

If the interface exposes a check-status or retry action, use it once after confirming the original run is no longer progressing. A closed browser tab does not necessarily cancel server-side work.

## A draft score or review is not updating

Confirm the draft is saved and contains content. Make a real edit, wait for scoring, and retry the review. If the problem continues, save, refresh, and reopen the project.

## Publishing fails

Open the client's **Settings → Integrations**. Confirm the CMS or GitHub connection and destination permissions, then use publishing history and the returned error before retrying.

## Track shows no data

Confirm that the project has a completed scan, that the intended platforms are enabled, and that the selected date and location contain results.

Distinguish **No history**, **No scan**, **Not tracked**, and **Not ranked**. They describe different states and should not be fixed with the same retry.

## Connected metrics are missing

Reconnect the service if authorization expired, confirm the correct property, and allow for source-system reporting delay.

## A website or source is blocked

A firewall, robots rule, rate limit, login wall, or client-side rendering can prevent retrieval. Add the material manually or follow [Whitelisting the Rankability crawler](/troubleshooting/whitelisting-rankability-crawler.md).

## An action has more impact than expected

Review keywords, platforms, locations, pages, competitors, or targets that increase the workload. Open **Settings → Billing** to check the pooled usage windows.

## Contact support

Open **Support** in the sidebar footer. Describe what you tried, what happened, and what you expected. Include the organization, client, item ID, action, time, browser, exact error, and whether a retry created another item. Add an optional Loom or shared video URL and an optional screenshot, PDF, text, or log file when they help reproduce the issue.

## Safe escalation workflow

1. Reproduce once without creating additional on-demand work.
2. Capture the visible error, status, identifiers, and relevant filters.
3. Check the closest setup or feature guide in this Help Center.
4. Refresh or reconnect only when the evidence points to stale browser state or expired authorization.
5. Contact support with a concise expected-versus-actual description and the evidence above.

## Additional common states

* **Access denied or a client is missing** — Confirm the organization, role, and client-access toggle with an Admin. See [Managing team and client access](/account-and-settings/managing-team-and-client-access.md).
* **A Google property is missing** — Sign in with an account that has access and reconnect through client integrations. See [Connecting client Google services](/account-and-settings/connecting-client-google-services.md).
* **A share link no longer works** — The owner may have disabled, rotated, password-protected, or expired it. Ask the owner for a current link rather than trying to bypass the control.
* **An API request fails** — Record the status, response code, request ID, and rate-limit headers without logging the bearer token. Start with [API usage, rate limits, and errors](/api/api-credits-rate-limits-and-errors.md).
* **The same error repeats after one retry** — Stop creating new items and escalate with both identifiers so support can distinguish a product failure from a duplicate submission.