Work top to bottom, these cover the great majority of support questions.
I added prompts but see no results
Results only appear after a run. Go to Citations and click Run all prompts now. If it still shows nothing, check the engine Status column for a red error and that at least one engine is enabled with a valid key (use the Test button).
Every prompt shows “absent”
That is usually a real result, not a bug, it means you genuinely are not cited yet. Open the target page in Optimize, apply the answer-capsule and schema fixes, and re-check after the next run. (A failed API call is recorded as an error, never as “absent”.)
An engine shows an error
- Gemini: “model ... is not found / no longer available”: Google retired older models. Set the Gemini model field to
gemini-2.5-flash(current) and Save. CiteTrack also auto-migrates known-retired model IDs on update. - OpenAI / Anthropic: “insufficient quota” or 429, that provider account has no billing/credit. Add a balance in the provider console and retry.
- “Invalid key”, re-copy the key with no spaces, next to the correct provider, and click Test.
Scheduled runs never happen on their own
WordPress’ built-in scheduler (WP-Cron) is disabled on some hosts. Either click Run all prompts now when you want data, or add a real server cron hitting wp-cron.php (your host’s cron tool, every 5–15 min). The same applies to scheduled reports and alert checks.
A database update or cleanup notice will not clear
Go to the notice and click Run the update now, or open CiteTrack AI → Storage and run the safe manual cleanup control. Newer versions process large upgrades, storage repair and cleanup in bounded batches so the admin does not time out. If the notice returns repeatedly, your host likely needs a real cron job for wp-cron.php.
A page task says “Couldn’t verify”
That is not the same as a failed check. It means CiteTrack could not safely fetch or inspect the rendered page at that moment, so it leaves the result unknown instead of lowering the score. Click Check again now from the task, confirm the page is public, and check whether a firewall, maintenance mode or security plugin blocks WordPress HTTP requests.
Analytics numbers change when I change dates
Analytics now supports exact presets and custom From/To ranges. Totals, charts and tables all follow the selected range. If broad ranges look capped or slow, narrow the dates first; CiteTrack uses bounded queries to keep the WordPress admin responsive on large sites.
Crawl Health looks incomplete until I load details
The main Crawl Health screen loads the trusted summary first. Click Load advanced diagnostics when you need heavy identity, spoofing, p95 latency or URL-level breakdowns. This is intentional so high-traffic sites can open the dashboard quickly.
“Run all prompts now” times out (error 524 / 504)
On CiteTrack 1.31+ the runner processes one prompt×engine per request behind a progress bar specifically to avoid gateway timeouts. If you still see 524, update to the latest version.
Alert emails are not arriving
Use Alerts → Send test alert. If the inbox entry appears but no email does, it is your site’s mail delivery, not CiteTrack, install an SMTP plugin (e.g. WP Mail SMTP) and use its own test-email tool. Confirm your address under Settings → Alert email.
License won’t activate
Copy the key (starts with ctai_) with no spaces. “Limit reached” means you have used all your plan’s site activations, deactivate one under License, or upgrade. “Could not reach the licensing server” means a firewall/security plugin is blocking outbound HTTPS to citetrackai.com.
The Visibility or Freshness view is empty
Both are built from citation history. Add prompts + a key, run them a couple of times, and they populate. The Citation freshness card specifically only shows slots you have ever been cited on.
I see two copies of CiteTrack in Plugins
A zip whose inner folder was versioned (e.g. citetrack-1.2.3) installs as a separate plugin. Deactivate and delete the extra one, keep the one whose folder is citetrackai, and always install the official citetrackai-X.Y.Z.zip (its inner folder is always citetrackai). See “Updating CiteTrack”.