Help
Troubleshooting
Signing in
The sign-in link says it expired or isn’t valid. Links work once, for 15 minutes. Ask for a new one from Log in. If you opened it in another browser, that’s fine; it signs you in there.
No email arrived. Check spam, and that the address is spelled right. You can resend after 30 seconds. Sign-in emails are limited to 5 an hour for each address, so wait if you’ve asked several times.
The invite link doesn’t work. Invites last 7 days and work once, for the address they were sent to. Sign in with that address, or ask for a new invite.
Setup
We couldn’t reach the domain. Check the spelling, and that the site loads without a login. Ocita won’t fetch addresses with unusual ports or private network names. Choose Enter by hand to carry on.
Detection got the category wrong. Edit it. Prompts are drafted from it, so a specific description, such as “payroll software for small businesses”, gives better prompts.
“Too many attempts” while detecting. Detection and suggestions are limited to 20 an hour for each person. The message says how long to wait.
You can’t add a brand. Only Owners and Admins can. On the Founding plan, a workspace can have 10 active brands; archive one first.
Results
No answers yet. The first check usually takes an hour or two. A brand added this week starts its full weekly runs next week.
Everything says Directional. That’s expected at first. A metric becomes Stable after the first full weekly run, with at least 20 prompts sampled and a narrow range. Track more prompts to get there. See Real gain, Real drop and Directional.
A run is Partial. Some answers didn’t come back after retries, and prompts with fewer than 3 answers on an engine were left out that week. The run log says how many. The rest of the run still counts.
Runs are paused. Look in Activity or the run log for the reason:
- The trial ended, or a payment failed more than 7 days ago. See Plans, trial and billing.
- The brand reached its monthly cap and is set to pause, or ran out of credits. See Usage and answer budgets.
- The brand is archived.
The numbers didn’t change after Check now. That’s by design: checks don’t change metrics. See On-demand checks and credits.
My brand was counted where it wasn’t meant. Flag the answer, add or fix aliases, then re-score. See Competitors and aliases.
I can’t add more prompts. A brand can have 50 active prompts. Pause or delete some.
I can’t see a brand. Members and Viewers only see brands they’re given. Ask an Owner or Admin to switch you on under the brand’s Access.
Reports
There’s no PDF. A report needs a live share link before its PDF can be made. Share it first. If the PDF still fails, wait a minute and try again.
The shared link says it was revoked or expired. The link was revoked, expired after 30 days, or the brand was deleted. Share the report again for a new link.
A viewer can’t get past the password. Check the password you sent. After 10 wrong tries in 15 minutes, they need to wait.
Still stuck
Email support@ocita.ai with the brand and what you expected to see.