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

# Troubleshooting Common Issues in Your CogNerd Account

> Step-by-step fixes for the most common problems in CogNerd: slow analyses, stuck GEO jobs, missing mentions, login issues, and more.

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.

<AccordionGroup>
  <Accordion title="Brand analysis is taking too long">
    Brand analyses typically complete in **2–5 minutes**. If yours has been running longer than that, here's what to check.

    <Steps>
      <Step title="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.
      </Step>

      <Step title="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](/credits) for cost details.
      </Step>

      <Step title="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.
      </Step>
    </Steps>

    <Warning>
      Do not run multiple simultaneous analyses on the same brand. This can cause queue contention and slow down both jobs.
    </Warning>
  </Accordion>

  <Accordion title="GEO file generation is stuck">
    GEO generation runs as a background job. The dashboard polls for status automatically, but occasionally a job can appear stuck.

    <Steps>
      <Step title="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**.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>

    <Info>
      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](/api/geo-assets/generate) for details.
    </Info>
  </Accordion>

  <Accordion title="No brand mentions found in my report">
    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.

    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>

    <Tip>
      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.
    </Tip>
  </Accordion>

  <Accordion title="I'm seeing an 'insufficient credits' error">
    This error appears when your account doesn't have enough credits to run the requested operation.

    <Steps>
      <Step title="Check your current balance">
        Go to **Settings → Credits & Billing** to see how many credits you have remaining in this billing period.
      </Step>

      <Step title="Identify the cost of the operation">
        Review the [Credits](/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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>

    <Note>
      Credits reset at the start of each billing period. If renewal is coming up soon, it may be worth waiting rather than upgrading immediately.
    </Note>
  </Accordion>

  <Accordion title="Analysis results seem inaccurate or outdated">
    AI platforms update their models and response patterns frequently. Results from an analysis run weeks ago may not reflect how those platforms respond today.

    <Steps>
      <Step title="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.
      </Step>

      <Step title="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**.
      </Step>
    </Steps>

    <Info>
      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.
    </Info>
  </Accordion>

  <Accordion title="I can't log in to my account">
    If you're unable to sign in, the most common cause is a forgotten or expired password.

    <Steps>
      <Step title="Use the forgot password flow">
        Go to [app.cognerd.in/forgot-password](https://app.cognerd.in/forgot-password) and enter your account email. You'll receive a reset link within a few minutes.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="My AEO report shows a lot of failures">
    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.

    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>

    <Tip>
      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.
    </Tip>
  </Accordion>
</AccordionGroup>