Reference

Troubleshooting

What each message and empty state in GripIQ means, and what to do about it.

Find the symptom you see, read the likely cause, then follow the action. Most empty states in GripIQ mean “the data has not arrived yet”, not “something is broken”.

Signing in

Likely cause	What to do
Your account has admin rights, or your address is on the GripIQ team’s own email domain. The password form then refuses with “Admin accounts must sign in via Microsoft.”	Use the Staff link at the bottom of the sign-in page, beside Documentation, Status, and Contact, instead of the password form.
Your email address is not verified yet. Every page in the app requires a verified address.	Open the Verify your email page, select Resend verification email, and click the link in the mail.
Wrong password.	Select Forgot password, enter your email, and select Send reset link. The new password must be at least 15 characters.
Too many attempts in a short time.	Wait a few minutes before trying again.

The verification email never arrived

Cause. The mail is queued and can take a few minutes; it is also often filtered as spam. If you registered with an address that already has an account, GripIQ deliberately does not create a second one — it emails the existing account instead, with a Microsoft sign-in button or a Reset your password button.

What to do. Check your spam folder first. Then sign in and use Resend verification email on the Verify your email page. If you signed in with Microsoft you never need to verify anything — your address is verified automatically. If you changed your email address on your profile, the app stays locked until you verify the new address.

“The page expired, please try again.”

Cause. The browser tab sat idle long enough for the session to expire, so the form you submitted was rejected.

What to do. Reload the page and repeat the action. If you are signed out, sign in again first. Nothing was saved and nothing was lost.

403 “You do not have access to this project.”

Cause. The project in the address bar exists, but your account is not a member of it. Membership is per project, and links you receive from colleagues may point to a project you were never added to.

What to do. Use the project switcher in the top-right — in the navigation menu on a phone — to open a project you do belong to. To get access to the other one, ask a Team Admin of that project or your account manager to add you; see Team.

“You have no active projects yet”

Cause. Your account works but belongs to no project at all.

What to do. Ask a Team Admin of the project, the person who invited you, or your account manager to add you. You receive a “You’ve been added to {project}” email once that is done.

Empty pages and missing data

The dashboard is empty, or shows “No prompts configured”

Cause. The project has no active prompts, so Prompts has nothing to ask and the dashboard has nothing to summarise. New projects also have no results until their first scan completes.

What to do. Select View prompts on the banner, then open the Prompts tab. On Prompts → Prompts, select Add prompts to type your own, or use Smart generate to create prompts and approve the suggestions (not available to the Contributor role). You can also ask your account manager to set them up. Then check Settings → Settings for the scan schedule to see when the next run is due. See Add prompts.

The page says “First scan pending”

Cause. That channel has never been scanned for this project. Prompts → Answers, Socials → Overview, and Web → Overview show First scan pending with “Results appear here once the first scan completes” and the time until the next scan, instead of their usual empty state.

What to do. Wait for the time shown, then reload the page. The scan schedule is on Settings → Settings. If the page still says First scan pending long after that time, ask your account manager to check the project.

Cause. There is no mention pool to divide. Either no AI answers have been collected yet, or answers exist but none of them mention any of your own brands.

What to do. Select Go to Prompts on the banner. If the answer count is zero, wait for the next scan. If answers exist, the problem is the prompts — see the next entry.

Prompts has answers, but Visibility is 0%

Cause. Your prompts do not lead the AI models to your brand. Visibility counts answers that mention any of your own brands, so prompts that are too generic, too narrow, or about a category you do not compete in will produce answers that never name you.

What to do. Open Prompts → Prompts and read the active prompts as a customer would. Then select Smart generate (Team Member or Team Admin role), pick a persona, and use Additional instructions to steer the generation towards the questions your buyers actually ask. Approve the useful suggestions and archive the prompts that never produce a mention. Zero visibility is a real result, not an error — it can also simply mean the models do not know your brand yet. See Add prompts.

A keyword shows “No scan data” or “SERP scan pending”

Cause. No search-results snapshot exists for that keyword in the selected window yet. SERP scan pending — comes back in the next scan window means the scan has been requested and results are still being collected.

What to do. Wait for the run to finish, then reload the page. Widen the date range if you are looking at a narrow window. Note that No scan data is not the same as Not ranking: it says nothing about your position. See Keywords.

The opportunity matrix says “Awaiting search volume and SERP data.”

Cause. The opportunity matrix on Keywords → Strategy places each keyword as a bubble, and a bubble needs two values: a monthly search volume and a tracked search position. Keywords missing either one are left out, and a project without an own brand produces no chart at all.

What to do. Wait for search volume and search-result data to arrive — both are collected over several runs, not all at once. If the chart stays empty long after your scans have run, check that an own brand with a website is configured on Settings → Brands. A Team Admin can select Add website on the brand’s page; otherwise ask your account manager. See Find quick wins with the opportunity matrix.

Cause. The combination of period, platform, and brand you selected on Socials → Timeline has no posts. Every social page starts on Last 30 days by default.

What to do. Clear one filter at a time, or widen the date range. If every filter is cleared and the feed is still empty, no posts have been collected yet — check that the brands you expect have social accounts on their brand’s page. A Team Admin can select Add social account there; posts are collected once GripIQ has confirmed the profile. Otherwise ask your account manager. See Read the social timeline.

The posting cadence heatmap is empty

Cause. The heatmap on Socials → Overview fills as posts are captured from the tracked social accounts: “Posting cadence fills as we capture posts from your tracked social accounts.” It shows up to 12 months, so a young project has little to draw.

What to do. Wait for more scans. The heatmap gains a row per brand and a cell per month as posts arrive.

Cause. The Related keywords card on a keyword’s detail page is empty because keyword suggestions only cover certain languages per market, and the project’s language is not one of them for its market — for example, English in Belgium. The card adds: “Our keyword data only covers certain languages per market. Change the project’s language or market to see suggestions.” Your tracked keywords themselves are still scanned.

What to do. Check the project’s Language and Market on Settings → Settings. Your account manager can change either one if a different combination suits you. Otherwise nothing is wrong; the card stays empty for this project. See Related keywords.

The insights list is empty, or generation is paused

Cause. Insights are generated once a week, in the early hours of Monday, from the previous seven days. A brand-new project therefore has none until the first Monday. Generation is also paused on purpose when a project already has insights and no insight status changed in the last seven days — the banner then reads “Weekly insight generation is paused”. Filters can also hide everything: “No published insights match your filters.”

What to do. Clear the filters first. Then act on the existing insights: Apply, Schedule, Postpone, or Reject at least one. These buttons are not available to the Contributor role; ask a Team Member or Team Admin of the project, or ask a Team Admin on your team to change your role. Generation resumes by itself at the next weekly cycle. See Insights.

“Failed to load posts. Please try again.”

Cause. You selected a cell in the posting cadence heatmap on Socials → Overview, and the posts for that brand and month could not be loaded — usually a dropped connection or a slow response.

What to do. Close the panel and select the same cell again. If it keeps happening, reload the page and try once more, then report it to your account manager.

“This answer could not be loaded. Try again.”

Cause. You opened an answer on Prompts → Answers or on a prompt’s detail page, and the answer text could not be fetched — usually a dropped connection or a slow response. The list itself is fine; only that one answer is missing.

What to do. Close the answer panel and open the same row again, which requests the answer afresh. If it keeps failing, reload the page and try once more, then report it to your account manager. See Inspect answers.

The assistant

“Daily limit reached.”

Cause. The project has spent its daily assistant allowance: “{project} has used today’s assistant allowance. It resets at {time}. You can still read this conversation.” Every conversation in the project counts against the same allowance, and its size depends on your plan.

What to do. Wait for the reset — the panel shows the time in your own time zone; the allowance resets at midnight UTC. You can still read the conversation until then. If you hit the limit regularly, ask your account manager for a larger plan. See How quotas work.

“This conversation has reached its length limit. Start a new one to keep going.”

Cause. A conversation with the assistant can hold a limited number of messages, and this one is full. The message field is replaced by a button.

What to do. Select New conversation. The old conversation is left behind and the assistant starts fresh; it no longer remembers the previous answers. See Ask GripIQ.

“That was a lot of questions at once. Wait a moment and try again.”

Cause. You sent several questions in quick succession, and the last one was not asked.

What to do. Wait a moment, then select Try again in the panel — your question is put back in the field so the same one is sent again.

Actions that are refused

“You’ve reached your … limit (…). Upgrade your plan to add more.”

Cause. The project is at its quota for that item — prompts, keywords, brands, personas, or team members, the items you can add yourself depending on your role. Tracking a discovered brand also counts against the brands quota. A variant of the message, “Only … of your … allowance is left and you tried to add …”, means you tried to add more at once than the room left.

What to do. Delete items you no longer need, or ask your account manager to raise the limit. Check current usage on the Quotas card at Settings → Subscription. See Plans.

A quota is shown in red on the Subscription page

Cause. Usage is above the limit. This is possible when the items were created before the subscription changed, because usage is counted live against the current plan.

What to do. Remove items until you are back under the limit, or ask your account manager to adjust the subscription. Nothing is deleted automatically, but you cannot add more of that item until you are under the cap.

The Subscription page says “No active subscription”

Cause. The project has no subscription that has started and not yet ended. Every quota is then zero, so no scans run and no weekly insights are generated.

What to do. Contact your account manager. Data already collected stays visible in the meantime. See Plans.

The Export CSV button is missing

Cause. Export is not available to the Contributor role, so the button is hidden everywhere for that role. For other roles, on a prompt’s detail page the button only appears once that prompt has at least one answer.

What to do. If your role is Contributor, ask a Team Member or Team Admin to export for you, or ask a Team Admin on your team to change your role; see Team. Otherwise wait for the first answers to arrive, or export from Prompts → Answers instead, where the export covers everything matching your current filters. The other export is Download the full list on a website change’s page: when a list of added, removed, or modified URLs is longer than the page shows, it saves the whole list as a CSV file. It is hidden for the Contributor role too. There is no CSV or PDF export for social, insight, or subscription data. See Inspect answers and Read a website change.

Cause. You selected Track on a related keyword whose text already exists in the project. The check ignores upper and lower case, so “running shoes” and “Running Shoes” count as the same keyword. GripIQ does not add it twice; the row simply switches to Tracking.

What to do. Nothing — the keyword is already being scanned. Open Keywords → Keywords and search for it to see its results. If the Track button is missing altogether, your role is Contributor. See Related keywords.

Still stuck?

First check Status, the GripIQ status page linked at the bottom of the sign-in page, to rule out a known outage. It is reachable without an account, alongside Documentation and Contact.

If nothing is reported there, contact your account manager. Their name and email address are on the Your account manager card at Settings → Subscription. Include the project name, the page you were on, and the exact message you saw.

If the problem is that something cannot be reached with a keyboard or is unclear in a screen reader, see Accessibility.