Troubleshooting
Start with the affected project, reporting period, and connection status. Many apparent data problems come from comparing different scopes or an unfinished setup step.
I cannot create another project
Check Subscription and the Projects notice. Starter supports one active project. Both plans also require enough question balance for the chosen platform coverage.
All-platform coverage costs two usage units per chargeable question. A remaining balance of one therefore cannot accommodate a new chargeable all-platform question.
Do not delete a project just to recover this month's units: deletion does not refund recorded usage. Read about balances.
I cannot continue past platform or market selection
Choose exactly three platforms, or select All. If three are already selected and you want a different one, deselect a platform first.
On the project question-review page, select both Country and Language explicitly. Global and English are choices, not substitutes for an unselected field.
Suggested questions are missing or unsuitable
Allow preparation to complete and use the displayed retry or regenerate action when available. Review the website and category, then write a relevant custom question if needed.
The wording should describe one customer need. Unrelated or excessively broad questions can produce irrelevant competitors. See examples.
I saved a question but the report did not change
Saved changes do not replace the report immediately. Review the processing status in your project and allow the relevant checks to complete.
The AI Visibility score and mention count move differently
The score also considers platform coverage and available rank, relative to other brands. More mentions do not guarantee a higher relative score. Check the selected question and period, then read the metric explanation.
My brand has mentions but no AI traffic
A brand can appear in an answer without anyone visiting its website. GA4 can also lack sufficient attribution for some visits.
Verify the Analytics property and period. Treat visibility and traffic as separate measurements rather than expecting them to match.
Recent dates have zero traffic
A chart can include calendar dates with no supplied activity. That keeps the period current but does not prove that the source has finished processing today.
Look for a refresh warning or last-successful-update notice. If the source is connected and has no reported matching visits, zero is a valid result.
Google or Bing shows no sites or properties
Confirm which external account you authorized and whether it has access to the expected property. Authorization alone is not enough: finish Select site or Select GA4 property in Searcherries.
Use the relevant setup guide: Search Console, GA4, or Bing.
The question-opportunity table is empty
It needs Google Search Console data containing identifiable question opportunities. Check the period and target language. An older project may need a new Google-data refresh to populate the block.
Its absence does not mean the website never appears in AI answers. Read the question-opportunity guide.
No searches appear behind my AI answers
Not every platform exposes its searches, and older answers may have no saved search-query records. Select a period containing newer checks and allow future updates to collect more data.
Wizard is disabled or still generating
Check the Wizard balance in Subscription and whether the project data is ready. Only one Wizard response can be in progress for the account at a time.
A submitted question opens its own session page. Reopen that session to check its state rather than submitting duplicates. If generation remains stuck or an error persists, send support the session URL.
A completed session has no follow-up field. Select Start a new session to ask another question. Read the Wizard guide.
MCP cannot connect or returns the wrong projects
Check the server URL: https://app.searcherries.com/mcp/searcherries. The /mcp settings page is not the server endpoint.
Verify paid access and the account used during authorization. With token authentication, check the token's expiry and whether it was revoked. For missing records, ask the client to follow pagination and inspect dataset timestamps.
A payment completed but access has not updated
Allow the checkout success page to finish checking activation. Avoid repeating the purchase while its status is unclear. Contact support with the account email and payment reference if the issue continues.
For unresolved issues, follow the support guide to send the relevant details.