Work from the first failing stage. A missing navigation item, a setup error and an empty report need different fixes.

Before you start

Keep the channel name, account role, exact message and approximate time. Do not change the tracking plan merely to make an empty chart look populated.

Steps

  1. Step 1. If AI Visibility is missing, confirm the intended channel and role. Ask your Admin or account contact to check entitlement and activation; Social users do not have access.

  2. Step 2. If the setup page is visible, read its current stage. You can leave and return while it researches and connects the dashboard.

  3. Step 3. For “AI Visibility setup needs another try,” an authorized setup manager chooses Retry setup. If you cannot retry, ask the channel Admin. Your channel and saved setup are not necessarily lost.

  4. Step 4. For a progress-check error, use Check progress when offered. Record the message if it returns; avoid starting duplicate setup attempts.

  5. Step 5. If the dashboard opens but results are empty, check coverage progress, last completed run, selected dates and prompt/model filters.

  6. Step 6. If the results identify the wrong company, record the company/domain and the affected answer. Have the authorized project manager correct the tracking identity.

  7. Step 7. If AI Traffic or conversions are zero, compare the same property, dates and event definitions in the source analytics. Treat that separately from mention/citation tracking.

Check the result

The fix should address the failing stage: restored access, completed setup, populated coverage, corrected identity or validated measurement. An empty view alone cannot establish that your brand has no AI visibility.

If something does not work

  • Standard plan inclusion is currently Scale, Business and Riserva. Confirm any Basic exception with your account team; do not infer an entitlement from an old article.

  • A competitor appears unexpectedly: verify its identity and relevance before removing it.

  • A desired answer does not mention you: do not insert your brand into every unbranded question to inflate results. Keep branded and discovery questions distinct.

  • Escalate with channel, screenshot, filters, last-run time and the precise failing step.

Related: Setup walkthrough · Tune tracking responsibly · Traffic checks

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