Numbers
A number shows — and “needs one full run”
There are no answers in the screen’s scope yet. Check, in order:- Is the project new? Its first collection runs when the project is created. Activation shows when it is done.
- Is the scope too narrow? The toolbar says which questions, segments, days and engines the screen counts. A segment you have not claimed, or an engine you switched off, has nothing to count.
- Does the question name a brand? Questions that name your brand or a competitor are collected, but their own figures are not shown yet, so they read “needs one full run”. See What we do not measure.
0% · not named is different: there are answers and none named you. That is a finding.
A number has a “low sample” badge
This number rests on only a few answers, so read it as an early signal rather than a settled result. It firms up as we collect more each day.Nothing is wrong. The number is real, with a wide ±. It firms up on its own as days are added. A project with few questions keeps a wider range for longer. See The ± band and n.
A change is grey and says “within noise”
The change is smaller than its ± range, so it could be chance. It is shown muted, with no arrow colour, and raises no alert. See Within noise.A chart has a gap, or a drift marker
A gap is a day with no answers at all: it breaks the line instead of reading as zero. A drift marker is a day an engine changed how it answers for most brands at once. Every answer from that day stays in your numbers. See Drift labels.My recent numbers changed after I looked at them
Each night the last few days are rebuilt from the stored answers, so an answer that arrived late lands in the right day. Figures for the last seven days can still move a little.Sources
A source’s presence shows “Unknown”
Citino has not recorded whether you are listed on that site. It is not a judgement that you are missing. There is nothing to confirm on the screen yet. Open the site and check.The retrieval share says some sources are “not yet typed”
A site the engines started reading recently has not been sorted into a type yet, such as review site, directory or publication. New sites are typed every night, and any the automatic pass cannot place wait for our team to review. The line under the share says how many.Integrations
GA4 says it needs reconnecting
Google stopped accepting Citino’s access, for example because access was removed in the Google account. “Nothing already imported was deleted. Recent sessions are missing from Attribution until you reconnect, and we backfill what was missed when you do.” Open Integrations and press Reconnect. All projects also lists the project as needing it.Slack stopped posting the digest
The Slack row says Slack stopped accepting our messages. Press Reconnect and choose the channel again.I cannot switch on an extra engine
The row in Project settings → Market & engines says why:
If saving says the workspace “has as many extra sources on as it may have”, switch one off in another project first.
Prompts
I cannot add a question
Add prompt says the workspace is tracking all of its plan’s prompts. Your draft is kept. Archive a question you are not reading through the API, which frees its slot and keeps its history, or contact us about a bigger plan. Remember that the allowance is shared by every project in the workspace.Add prompt says I already track this question
If the wording is exactly the same as a question you track, Add prompt refuses it: “this question is already tracked”. One wording is one question. A wording that is only similar is added as its own question.API keys and MCP
A key gets 401, 403, 404 or 429
Errors and Rate limits have the full list.
A list stops paging with a cursor error
The filters changed between one page and the next. Start again from the first page with the same filters. See Pagination.Claude or ChatGPT cannot connect
- Add
https://app.citino.ai/api/mcpexactly, and sign in when asked. - A client login from an agency’s portal cannot connect apps.
- Resetting your password disconnects every app you connected. Connect again.
- A tool that cannot sign in, such as Cursor, needs an API key from an owner or admin.
Invitations and links
An invitation link does not work
- Invitation links work for seven days. Ask for a new invitation.
- If you are signed in as somebody else, sign out first.
- If the page says the address has to set its password another way first, use Forgot password? on the sign-in page, then open the link again.
A report link says it is no longer available
The agency that sent it turned the link off. Ask them for a new one. A link that “isn’t valid” was mistyped, or has been replaced with a newer one.I do not get the alert email
The daily digest goes only to people who turned on Email me the daily digest on that project’s Alerts screen. Turn it on there. It is one email a project a day at most.Still stuck?
Write to us with what you saw and where.Related
FAQ
Short answers to common questions.
Contact
What to include when you write.
Errors
Every API error, with its code.
Integrations
GA4, Slack, your CMS and crawler logs.