Troubleshooting Overview

Use this page when a value, report, evidence item, integration, permission, or account action does not behave as expected and you are not sure which product owns the issue.

Start with the symptom

What you see	Check first	Continue to
A Brand report value looks wrong	Scope, eligible population, valid responses, estimate label, and evidence	Brand Insights Troubleshooting
A response or citation is missing	Prompt/system scope, execution state, time, evidence permission, and source availability	Prompt Intelligence
Traffic is zero or suddenly drops	Measurement Health, source state, freshness, filters, and true-zero versus unavailable	Data Availability
A report differs from the live product	Report source, data cutoff, generated date, filters, and live updates	Reports
Two periods cannot be compared	Prompt/system/source/method changes, timezone, incomplete periods, and compatibility	The owning product's comparison guide
Evidence cannot be opened	Account access, report visibility, plan, source retention, and evidence restriction	Administration
An integration is connected but empty	Connected/no-data state, test event, required capability, delay, and permissions	Integrations
An estimate conflicts with first-party data	Provider/method scope versus connected source, period, geography, and freshness	Reliability
An account, credit, or billing action is unavailable	Active account, plan, and billing authority	Administration
An API request fails	Approved access, authentication, scope, version, and request ID	Enterprise API Overview

Standard diagnostic checklist

Confirm the active account, project, brand, context, or website.
Confirm the selected date range and timezone.
Review market, language, AI systems, prompts, competitors, connected sources, and filters.
Identify whether the result is Observed, Calculated, Estimated, Verified, Classified, Inferred, Unavailable, or Insufficient.
Check execution, report, integration, or Measurement Health status.
Check data freshness and whether the current period is incomplete.
Distinguish a true measured zero from missing, delayed, insufficient, or not-connected data.
Open the closest available evidence or provenance record.
Confirm comparison compatibility.
Retry only when the product provides a safe retry path.

Common states

Processing or queued â work has not finished; do not treat incomplete output as final.
Partial â some eligible data is available, but coverage is incomplete.
Delayed or stale â latest expected data has not arrived within the approved freshness range.
No eligible data â data may exist, but none qualifies; this is not necessarily zero.
Insufficient â data exists but cannot support the requested interpretation.
True measured zero â required source and population are available, and the result is zero.
Not connected â required source is not connected.
Connected, no data â authorization exists, but qualifying events have not arrived.
Incompatible comparison â material scope differences prevent a safe trend conclusion.

Report a data or evidence issue

Use In-app Support with workspace or project, product page URL, identifiers, metric name, date range, filters, expected versus observed result, and a safe screenshot when needed.

Do not send passwords, API keys, session cookies, full payment-card information, or unnecessary personal data.