Troubleshooting and support

• Signup link expired: use the contact form for an owner signup invitation. For a team invitation, ask the organisation owner or admin to revoke and resend it.
• Email does not match: invitations are tied to one email. Ask for a corrected invitation rather than registering another address.
• Cannot reach the application: verify the email and check Billing. A lapsed owner subscription restricts the account to billing recovery.
• Two-factor code fails: confirm the device clock is automatic and current, try the next TOTP code, or use an unused recovery code.
• Passkey is unavailable: use password sign-in and remove the lost passkey from Security after access is restored.

When contacting support, provide the invited email, organisation name, approximate time, and the exact message shown. Never send a password, recovery code, full card number, or authenticator secret.

• No Search Console site: confirm the Google account is a verified owner or permitted user for the required property, then reconnect.
• No GA4 property: confirm the Google account can read the property and that the property belongs to the expected Analytics account.
• Wrong selection: return to Data Sources and choose the correct site or property.
• Permission or token error: select Reconnect and grant every requested read-only scope.
• GA4 report collection fails: confirm the Google Analytics Data API is enabled and the selected property has data for the analysis period.
• Reports are empty: check the date range, website tracking, filters, and whether traffic or search activity existed in that period.

After correcting a connection, reopen the editable analysis and re-get its connected reports.

• Run analysis is disabled: collect GA4 reports, wait for an active run to finish, or check whether the analysis has already been approved.
• Date cannot be changed: started analyses and analyses with date-scoped reports lock their period. Add a new analysis for another date range.
• Upload is rejected: check the supported extension, the 20 MB limit, required source fields, valid dates, and valid XML for sitemaps.
• Run is queued or processing: keep the page open or return later. The application polls while the provider response is checked.
• Run fails: read the error callout, correct the source or evidence problem, and run again when ready. A failed run releases its reserved unit.
• Report cannot be deleted: another analysis may use it as comparison context. Change the later comparison first.
• Stakeholder email action is disabled: approve the report, generate a stakeholder report, and mark at least one stakeholder to receive reports.

• Checkout returns but access is inactive: wait briefly and refresh Billing while Stripe confirms the webhook.
• Payment action required: use Resolve billing issue to update the payment method or complete the payment in Stripe.
• Purchased units are missing: wait for the payment webhook, then refresh Billing. Do not repeat checkout unless Stripe shows no successful payment.
• You are a team member: contact the account owner shown on Billing; only that owner can repair the subscription or buy units.

If the problem remains, use the contact form. Choose the closest topic and include:

• the organisation and account email;
• the page and action involved;
• the exact visible error message;
• the approximate time and timezone; and
• for Stripe problems, a non-sensitive invoice, checkout, or payment reference if available.

Do not include passwords, session cookies, two-factor secrets, recovery codes, full payment-card details, or unnecessary personal data.