Troubleshooting
Fixes for common issues: scans not completing, missing data, and login problems.
My data looks empty or shows 0%
First work out which kind of zero you're looking at. A measured 0% means the scan ran and your brand wasn't mentioned — that's a real result, and the honest starting line for improvement. "Not tracked yet" means no scan has run, so there's no data at all yet.
Upranke never blurs the two. A zero is always a measured zero; missing data is always labelled as not tracked, and unmeasured metrics show "—". If you see 0%, the next step is optimisation, not debugging.
An AI surface says "Not tracked yet"
No scan has run for that surface yet. Go to Visibility → Google AI Surfaces and run your first refresh — see AI Overview & AI Mode for the steps. If the refresh control isn't available, check whether the surface is on cooldown (Scan Limits & Cooldowns) or whether your plan includes the Google AI engine — it's available on higher tiers.
A feature is asking for site verification
The Site Crawler, the AEO Tag, and the E-E-A-T live re-check all require a verified domain — they act on (or fetch from) your site, so Upranke first needs proof you control it. Complete the website verification step, then retry. The Technical Audit does not require verification — it reads only public data.
The UI looks stale after an update
If numbers or buttons look out of date right after a product update, do a hard refresh to clear cached scripts: Cmd + Shift + R on Mac, Ctrl + F5 on Windows.
Still stuck?
Contact support with the brand name, what you expected to see, and a screenshot — that combination resolves most tickets in one round trip. The Help button in the top bar opens a contact form.