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Most issues in CogNerd fall into a handful of predictable patterns. This page covers the ones we see most often, with specific steps to resolve each one. If your issue isn’t listed here or the steps don’t help, contact support with your account email and a description of what you were doing when the problem occurred.
Brand analyses typically complete in 2–5 minutes. If yours has been running longer than that, here’s what to check.
1

Wait up to 10 minutes

AI platform response times vary. If the analysis started recently, give it up to 10 minutes before taking any action.
2

Check your credit balance

Go to Settings → Credits & Billing and confirm you had sufficient credits when the analysis started. If your balance was low, the job may have been rejected before it fully initialized. See Credits for cost details.
3

Retry the analysis

If it’s been over 10 minutes, dismiss the current job and run a fresh analysis from the Brand Monitor dashboard. The retry will start a new job with a clean state.
Do not run multiple simultaneous analyses on the same brand. This can cause queue contention and slow down both jobs.
GEO generation runs as a background job. The dashboard polls for status automatically, but occasionally a job can appear stuck.
1

Check the job status

On the GEO Assets page, look at the status badge next to your generation job. It will show pending, processing, completed, or failed.
2

Wait for processing to finish

If the status is pending or processing, the job is still in the queue. Background jobs can take a few minutes during peak usage — give it up to 5 minutes before escalating.
3

Retry if the status is 'failed'

If the status shows failed, click Retry on the GEO Assets page to requeue the job. Failed jobs do not consume additional credits on retry.
If you’re using the API, poll GET /api/geo-assets/job/:jobId/status to get current job status programmatically. See the GEO Assets API reference for details.
Seeing zero mentions doesn’t necessarily mean something is wrong — it may mean your brand hasn’t yet been incorporated into AI platform training data or citation patterns.
1

Understand why this happens

AI platforms cite brands based on how well-represented they are in publicly available, structured content. Newer brands, recently rebranded companies, and brands without structured web content are commonly underrepresented.
2

Create citable content with Content Studio

Use CogNerd’s Content Studio to generate AI-optimized blog posts and articles. This content is designed to be indexed and referenced by AI crawlers.
3

Generate and deploy GEO files

Generate your llms.txt, schema.org markup, and FAQ pages from the GEO Assets page, then deploy them to your website. These files directly improve how AI models discover and represent your brand.
4

Re-run the analysis after a few weeks

After deploying GEO files and publishing optimized content, allow 2–4 weeks for AI platforms to pick up the changes. Then run a fresh Brand Analysis to see your updated visibility score.
Track your visibility score week over week on the Brand Monitor dashboard. Even small increases in the score indicate that AI platforms are beginning to pick up your brand.
This error appears when your account doesn’t have enough credits to run the requested operation.
1

Check your current balance

Go to Settings → Credits & Billing to see how many credits you have remaining in this billing period.
2

Identify the cost of the operation

Review the Credits page to see exactly how many credits the feature you’re trying to use requires. An AEO Report costs 50 credits — the most expensive operation.
3

Upgrade your plan or wait for renewal

If you’ve exhausted your credits, you can upgrade to a plan with a higher credit allocation from Settings → Billing, or wait for your current billing period to renew.
Credits reset at the start of each billing period. If renewal is coming up soon, it may be worth waiting rather than upgrading immediately.
AI platforms update their models and response patterns frequently. Results from an analysis run weeks ago may not reflect how those platforms respond today.
1

Run a fresh analysis

From the Brand Monitor, click Run Analysis to start a new job. Fresh analyses query AI platforms in real time — they don’t use cached data from previous runs.
2

Check which platforms are covered

On the Monitor plan, only 2 platforms are monitored. If you’re not seeing coverage from a platform you expected, check your plan’s platform settings in Settings → Brand.
AI model behavior can shift significantly after major model updates (e.g., a new version of GPT or Claude). If you notice a sudden change in your score, it may reflect a platform-level change rather than anything you did wrong.
If you’re unable to sign in, the most common cause is a forgotten or expired password.
1

Use the forgot password flow

Go to app.cognerd.in/forgot-password and enter your account email. You’ll receive a reset link within a few minutes.
2

Check your spam folder

Password reset emails occasionally land in spam or promotions folders. If you don’t see the email within 5 minutes, check there before requesting another reset.
3

Make sure you're using the right email

If you signed up with Google SSO or a work email, try those options on the login screen rather than the email/password form.
4

Contact support if you're still blocked

If none of the above works, contact support with your account email and we’ll help you regain access.
A high failure count in your AEO Report is not a sign that something went wrong with the tool — it’s the report doing its job. AEO Reports are diagnostic audits designed to surface every gap in your Answer Engine Optimization, so a long list of failures is expected on the first run.
1

Start with schema markup

Schema markup issues have the highest impact on AI citability. Look for diagnostic groups labeled Schema / Structured Data and work through those first.
2

Work through diagnostic groups in order

The AEO Report organizes issues into groups by type and impact. Address high-impact groups before moving to medium and low. Each item includes a description of the issue and recommended fix.
3

Re-run the report after making fixes

After implementing changes, re-run the AEO Report to see your updated score and confirm the fixes resolved the flagged issues. Each re-run costs 50 credits.
Treat the AEO Report as a prioritized to-do list. You don’t need to fix everything at once. Even resolving the top 3–5 high-impact issues can meaningfully improve your visibility score.