Skip to Content
TDC Signal

FAQ and Troubleshooting

Fixes for the problems people run into most, grouped by where they happen.

Setup#

My Site Read Failed or Was Blocked#

Your site or its bot protection blocked our reader. The message names the error, such as "blocks automated readers (error 403)". You can:

  • Select Continue Without Suggestions and enter your brand, competitors and questions yourself. Tracking works the same way.
  • Allow our reader, TDCSignalBot, then select Retry. The TDCSignalBot page shows how to allow it on Cloudflare.

If the message says your site returned an error or didn't respond, check that your homepage loads in a browser, then try again.

Pages Are Missing From Page Audit or Pages#

TDC Signal finds pages through your sitemaps, up to 500 pages. Pages that answers cite are added too. After you publish new pages, open Settings, then Tracking, and select Read Site Again.

Can I Change the Website a Workspace Tracks?#

Not after setup. Create a new workspace for the other website. See Workspaces and Team.

Checks#

I Can't Run a Check#

Check these causes in order:

  • You're a member. Only owners and admins can start a check.
  • A check is running. Wait for it to finish, then start another.
  • Your plan's limit. Paid plans allow one manual check a day, and Free allows one a week. The message tells you when the next check can start.
  • Setup isn't finished, or you track no questions, engines or locations.

Some Answers Were Skipped#

An answer is skipped when an engine returns nothing, can't answer or takes too long. Google AI Overviews appear for some searches only, so many AI Overview answers are skipped. Skipped answers don't count as misses, and the next check asks again. See Skipped Answers.

An Engine Shows No Data#

Check these causes:

  • Your plan doesn't include it. The Free plan tracks ChatGPT only.
  • The engine is off. Turn it on in Settings, then Tracking, under AI engines.
  • No check has run since you turned it on. Data appears after the next check.
  • Google showed no AI Overview. For many searches, Google shows no AI Overview, so those answers are skipped.
  • Your filters. Widen the date range or pick All engines.

Results#

Why Does My Visibility Change Between Checks?#

AI engines don't give the same answer twice. The same question can name different brands on different days. Small swings between checks are normal. Use Last 30 days or Last 90 days and the Visibility Trend chart to see the real direction. More questions also make your numbers steadier.

Changes to your setup also move the numbers:

  • Adding or removing competitors changes share of voice.
  • Adding, pausing or deleting questions changes which answers count.
  • Adding engines or locations adds new answers to the average.

An Answer Names Us, but It Doesn't Count as a Mention#

The answer probably uses a name TDC Signal doesn't know, such as a short form or a product name. Add it under Name variations in Settings, then Tracking. New checks use the updated names.

Wrong Facts Never Show Up#

TDC Signal checks answers against your Key facts only. Add facts in Settings, then Tracking, one per line, such as prices, policies or locations. It flags a statement only when one of your facts contradicts it. A detail your facts don't mention isn't a contradiction.

Why Doesn't the Answer Match What I See in ChatGPT?#

Answers change with the location, the time of day and each person's chat history. TDC Signal asks from the locations you track, so your own results in ChatGPT can differ.

Online Stores#

My Catalog Sync Failed#

The source shows Failed with a message. The most common causes:

  • The store blocks public product access. Connect a Google Merchant feed instead.
  • The feed returned an error. Check that the feed URL is public.
  • The feed isn't in Google Merchant format. Check the feed URL.

Then select Resync. See Online Stores.

I Don't See the Products Screen#

Products appears only when your site type is Online Store. Change it under Site type in Settings, then Tracking.

Alerts and Reports#

My Alerts Don't Arrive#

  • Open Alerts and check that the rule's Active switch is on.
  • Select Send Test to confirm the channel works.
  • For email, check your spam folder.
  • For Slack, check that the webhook URL starts with https://hooks.slack.com/ and that the webhook still exists in Slack.

If History shows Not sent, no active rule matched the change, or delivery failed.

Account#

I Can't See Settings#

Only owners and admins see the Settings group. Ask an owner or admin to change your role.

I Can't Create Another Workspace#

One person can own up to 3 workspaces. Delete one you own, or transfer its ownership to someone else. See Workspace Limit.

Still Stuck#

Contact our team through the contact page. Include your workspace name and what you see on screen.