Troubleshooting

Most issues fall into one of the patterns below. If none match, the team is happy to help via the contact form on visbee.ai.

Dashboard shows “Analyzing your AI visibility” for more than 15 minutes

You opened the dashboard after starting your first collection and the analyzing message is still showing well past when it should have finished.

This usually means one of the AI platforms is rate-limiting our requests, or the collection run hit an internal timeout before completing. Both situations resolve automatically in most cases.

Wait another 10 minutes. If the dashboard is still stuck after 25 minutes total, contact the team and let us know when the collection started so we can check the run logs. The next scheduled collection will run automatically when the current one resolves.

Dashboard shows zeroes after first collection completes

The dashboard shows the collection finished, but your visibility score is 0 and the mentions feed is empty.

There are two common causes. First, for newer or niche brands, the AI platforms may genuinely not mention you yet. This is accurate signal, not an error. Second, your brand name may be configured in a way that doesn’t match how AI assistants refer to you. For example, if the AI says “Acme Corp” but you entered “Acme,” mentions may not be attributed correctly.

Check that your brand name is entered exactly as users would search for it and as it typically appears in external content. Then check your competitors’ scores. If they also show zero, you are likely in a niche where AI platforms haven’t built up enough context yet. If your competitors are showing nonzero scores and yours remains at zero, your brand needs more external presence before it will appear in AI responses.

Cannot add a competitor (error message)

You try to add a competitor to your brand and receive an error along the lines of “Competitor limit reached.”

Each plan has a maximum number of competitors per brand. When you reach that limit, the interface blocks adding more.

Remove an existing competitor you no longer need to track, or upgrade to a plan with a higher limit. See Plans for a full comparison of what each plan includes.

Mentions feed is empty or missing recent days

The mentions page shows no results, or results stop several days before today even though you expected a recent collection to have run.

The most recent collection may not have completed yet, or it completed but none of the AI responses cited your brand. Both outcomes are valid states, not errors.

Check the last collection timestamp shown on the dashboard. If a recent collection ran and produced zero mentions, that is a legitimate result reflecting how the AI platforms responded that day. If the dashboard shows no recent collection at all, or the timestamp is stale relative to your plan’s cadence, contact the team with your account email so we can check whether the collection job ran correctly.

Charts look wrong or numbers don’t match between views

The main dashboard shows a visibility score of, say, 42, but the trend chart appears to show 45 for the same period.

The two numbers measure slightly different things. The main score is the result of the most recent collection run. The trend chart shows a rolling average across recent runs to smooth out day-to-day variation. Seeing a small difference between them is expected behavior.

Hover over any point in the trend chart to see the exact value for that collection. If the gap is larger than 10 points and doesn’t seem explained by a single outlier run, contact the team and include a screenshot so we can look at the underlying data.

Cannot sign in

You try to log in and receive an “invalid credentials” error, or you request a password reset email but it never arrives.

The most common causes are a typo in the email address, the reset email landing in a spam or junk folder, or an account that was deactivated after a long period of inactivity.

Try the password reset flow again and check your spam folder carefully. Confirm that the email address you’re entering is the one you used to create your account. If you still can’t get in after trying those steps, contact the team with the email address you believe is associated with your account and we can look it up.

Billing page won’t load

The billing page shows a loading spinner that never resolves, or displays a generic error.

This is almost always a transient issue with our billing provider rather than a problem with your account.

Refresh the page and try again. If that doesn’t help, try a different browser or clear cookies for visbee.ai, then reload. If the billing page is still unavailable after a few minutes and across browsers, contact the team. Include the approximate time you first saw the issue so we can correlate it with any provider status updates.

Can’t cancel or downgrade

The cancel button is grayed out, or you try to downgrade to a lower plan and the action fails.

This typically happens when there is an outstanding invoice on the account, or when a billing cycle transition is already in progress. The system holds changes until the billing state is settled.

Go to the billing page and check for any unpaid invoices. Pay any outstanding balance and then retry the cancellation or downgrade. If the button is still blocked after the invoice is paid, contact the team with your account email and we will sort it out manually.