Troubleshooting

The problems people actually hit, what causes each, and the fix.

The dashboard is empty

• No prompts yet. A domain alone produces nothing. Add prompts, then wait for the next run.
• The first run has not completed. Paid plans check daily and results stream in progressively. Free checks weekly, so the first full picture can take seven days.
• The range is longer than your history. Selecting 30 days on a plan retaining 7 shows mostly empty chart. Switch the range.

The confirmation or reset email never arrived

• Check spam for mail from noreply@rivarise.com.
• You may already have a confirmed account. When an existing confirmed address signs up again, we deliberately send nothing, so signup attempts cannot be used to discover which addresses have accounts. Sign in or reset your password instead.
• Corporate filters. Ask IT to allow rivarise.com, or use the copy-invite-link route for team invitations.

My citation rate is zero

This is usually a real finding rather than a fault. Work through it in order:

1. Open Results and read the answers. If competitors are named and you are not, the measurement is working and the gap is real.
2. Check the domain is right. A typo, or tracking an app subdomain with no publicly readable content, produces a permanent zero.
3. Check the prompts are answerable. If an engine answered a different question, reword the prompt.
4. Check the prompts are not too broad. Unconstrained category questions return the same incumbents forever.

There is a gap in my chart

An engine was unavailable for that run. Missing checks are recorded as missing rather than as "not cited", so your rate is not deflated by an outage. If an engine has been unavailable for an extended period the application will say so.

The numbers move when nothing changed

Generated answers are probabilistic and vary between runs. This is a property of the engines, not a defect. Read the trend over a week rather than day-to-day movement, and set alert thresholds at 15 to 20 percent so ordinary variance does not fire them.

A feature is missing from my sidebar

Features are gated by plan. Competitors and Fix Suggestions require Growth; Reports, Client Portals, API access and White-label require Business; Benchmarks and SSO require Agency. A locked item links to the billing screen rather than disappearing. See Plans and limits.

Alerts are not arriving

• Nothing crossed the threshold, which is the most common answer.
• The channel is not on your plan: Slack requires Growth, webhooks require Business.
• The Slack incoming webhook was revoked or regenerated on Slack side.
• Your webhook endpoint is not returning 2xx, is not HTTPS, or points at an internal address, which is blocked.

My history disappeared after a downgrade

Downgrading shortens the retention window and data outside the new window is removed. Business and Agency retain unlimited history; Growth retains 90 days, Starter 30, Free 7. Export before downgrading. This is not recoverable afterwards.

Benchmarks says "warming up"

Not enough workspaces have contributed for an average to be published without risking identification. It is a privacy floor, not a fault, and it resolves as the platform grows. Nothing is required from you.

A client says their portal link does not work

• Confirm the portal still exists and still has domains selected.
• Confirm they are using the full URL, since portals are unlisted and the link is the credential.
• If the link may have been exposed, delete the portal and create a new one.

Still stuck

Email support@rivarise.com with your workspace name and, if relevant, the prompt or engine involved. A human answers, normally within one business day.