> ## Documentation Index
> Fetch the complete documentation index at: https://docs.koalr.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> What common symptoms mean and what to do about them.

## Numbers have not moved

The page reads from the latest completed run. Check the **Data as of** stamp. If the site is paused, start a run from All Sites. If a run is in progress, wait for it to complete before comparing. Ask Kevin "when did my data last update".

## A run is taking a long time

Platforms answer at different speeds and a prompt's row shows which have returned and which are pending. If a platform stays pending for hours, the run will complete without it and the next run picks it up. Nothing is lost.

## Every cell on the Prompts page shows a dash

The latest run has completed but its per-prompt figures are still being computed, or historical figures are being recalculated after a change to how mentions are detected. A notice appears while that happens. It settles within minutes; if it does not, email support with the site name.

## A competitor is pinned at 100% on every platform

Almost always a name or domain that matches too broadly (a brand named after a common word, or a domain root that appears inside other domains). Edit the competitor and tighten its name or add the correct website, then start a run.

## My brand is not being detected

Mentions are detected by name. Add every name people use for you under **Also known as** in the site's configuration, including abbreviations and trading names, and check the prompt detail's answers to see how AI actually refers to you.

## Google or Bing shows Finish setup or Reconnect

The connection exists but this site has not been linked to a property, or the authorisation has lapsed. Open Integrations (or the site's Google and Bing sections in Org Admin) and pick the property, or reconnect. Connections are read-only and shared across the organisation.

## AI Traffic is empty

Google Analytics is not connected for this site, or the property has no AI-referred sessions yet. Connect it under Integrations. Remember the numbers are a floor; see [AI Traffic](/monitor/ai-traffic).

## The Google Search tab is missing

It appears once Search Console is linked for the site.

## I cannot remove a competitor, delete a topic or delete a report

Those actions are reserved for managers and owners. Use **Request access** where the button would be and an owner can grant Manager level on that site.

## I cannot see a site a colleague can

Members only see the sites they are assigned to. Ask an owner to assign you under Org Admin, Members.

## AI Search Index is not in my sidebar

It is hidden for organisations that told Koalr they have 100 or fewer employees, because the data is thin for smaller brands.

## A draft sounds generic

Set up a tone of voice document at the top of the Content Studio. **Learn how I write** takes about thirty seconds. See [Tone of voice](/act/tone-of-voice).

## A page keeps showing up in my actions and I do not want it optimised

On the GEO Audit, tick the page and choose **Mark not optimised**. It leaves the Action Centre, Kevin's advice and the site score.

## Something looks wrong

Tell Kevin "report a glitch" and describe it. The report arrives with the page and context attached. Or email [support@koalr.ai](mailto:support@koalr.ai).