Troubleshooting
Audit did not complete
Troubleshoot audits that are delayed or failed.
Read the audit status page
The audit status screen polls every 5 seconds and shows the current stage: queued, collecting AI visibility data, analysing citations and competitors, generating recommendations, or complete.
Queued and processing audits can take time because Brand Auditor is collecting data from external AI and search services before processing the report.
If the audit fails
Failed audits show an issue message with links back to the audit history or brand page. The failure is logged internally for the Brand Auditor team.
When an audit is first marked failed, Brand Auditor refunds the reserved audit usage credit. Paid teams get the monthly usage count decremented; trial teams get a trial audit restored.
Check likely causes
Confirm that the brand has a clear search term, domain, keywords, and any intended prompts or competitors. Also confirm the team has an active subscription, free access, trial audits, complimentary access, or remaining quota.
A plan change can also affect scheduled monitoring. If scheduled audits stop after a downgrade, check whether the new plan still supports scheduling.
Contact support with details
If an audit remains stuck or repeatedly fails, send a support request with the brand name, audit time, visible status or error, and whether the audit was manual or scheduled.