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
Section titled “Signing in”I can’t sign in
Section titled “I can’t sign 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 Login using your Microsoft account on the sign-in page 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
Section titled “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.”
Section titled ““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.”
Section titled “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 to open a project you do belong to. To get access to the other one, ask your account manager to add you; see Projects.
“You have no active projects yet”
Section titled ““You have no active projects yet””Cause. Your account works but belongs to no project at all.
What to do. Contact your account manager or the person who invited you and ask to be added. You receive a “You’ve been added to {project}” email once that is done.
Empty pages and missing data
Section titled “Empty pages and missing data”The dashboard is empty, or shows “No prompts configured”
Section titled “The dashboard is empty, or shows “No prompts configured””Cause. The project has no active prompts, so the AI Monitor 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. On AI Monitor → Prompts, use Smart generate to create prompts and approve the suggestions, or 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.
“Share of Voice could not be calculated”
Section titled ““Share of Voice could not be calculated””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 AI Monitor 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.
The AI Monitor has answers, but Visibility is 0%
Section titled “The AI Monitor 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 AI Monitor → Prompts and read the active prompts as a customer would. Then select Smart generate, 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”
Section titled “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 Keyword Monitor.
The opportunity matrix says “Awaiting search volume and SERP data.”
Section titled “The opportunity matrix says “Awaiting search volume and SERP data.””Cause. 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, ask your account manager to confirm that an own brand with a website is configured. See Keyword Monitor.
Social overview says “No posts match your filters”
Section titled “Social overview says “No posts match your filters””Cause. The combination of period, platform, and brand you selected has no posts. Every social page starts on the 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 detail page, and ask your account manager to add missing accounts. See Social Monitor.
The posting cadence heatmap is empty
Section titled “The posting cadence heatmap is empty”Cause. The heatmap 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.
The insights list is empty, or generation is paused
Section titled “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. Generation resumes by itself at the next weekly cycle. See Insights.
“Failed to load posts. Please try again.”
Section titled ““Failed to load posts. Please try again.””Cause. A temporary problem loading the next page of the social feed — usually a dropped connection or a slow response.
What to do. Reload the page. If it keeps happening on the same filter combination, narrow the date range and try again, then report it to your account manager.
Actions that are refused
Section titled “Actions that are refused”“You’ve reached your … limit (…). Upgrade your plan to add more.”
Section titled ““You’ve reached your … limit (…). Upgrade your plan to add more.””Cause. The project is at its quota for that item — prompts and keywords are the two you can add yourself, so they are the two you will hit.
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
Section titled “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”
Section titled “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
Section titled “The Export CSV button is missing”Cause. On a prompt’s detail page the button only appears once that prompt has at least one answer.
What to do. Wait for the first answers to arrive, or export from AI Monitor → Answers instead, where the export covers everything matching your current filters. Exports exist for AI answers only — there is no CSV or PDF export for social, website, insight, or subscription data. See Inspect answers.
“This keyword is already tracked in this project.”
Section titled ““This keyword is already tracked in this project.””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.
What to do. Nothing — the keyword is already being scanned. Open Keyword Monitor → Keywords and search for it to see its results. Suggestions that are already tracked are normally flagged so they cannot be added twice. See Keyword Monitor.
Still stuck?
Section titled “Still stuck?”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.