Troubleshooting

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This page is designed to help you resolve the most common issues without waiting on support. It is organized by symptom (“what you are seeing”) and gives the fastest checks first. If you still can’t resolve the issue, jump to the bottom for what to include when contacting support.

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1) I don’t see any data anywhere

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Quick checks (90 seconds)

1. Confirm you are in the right Company Profile (Settings → Company Profiles).
2. Set a wider time range (try Last 30 days).
3. Clear filters (platform/region/topic/attributes).
4. Confirm you have prompts configured in Analytics → Prompts.

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Common causes

• You have not added prompts yet.
• You added prompts recently and there are not enough runs in the selected time window.
• You are filtering to a slice with no runs (for example, filtering to a platform or topic that isn’t tracked).
• You are viewing the wrong company profile.

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What to do next

• Add 10–25 prompts in Analytics → Prompts.
• Wait for runs to populate, then check Home and Analytics → Prompts again.

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2) Home looks empty or “wrong”

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Symptom

• KPI cards show no value, or
• charts are blank, or
• competitor list is missing, or
• deltas look weird.

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Checks

1. Widen time range to Last 30 days and compare again.
2. Toggle off Prev. Period briefly to make sure you’re not seeing only deltas.
3. Confirm prompts exist in Analytics → Prompts.
4. Confirm competitors are configured if your Home uses competitor comparisons (Analytics → Competitors).

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Most common cause

Small sample size. If only a few runs exist, one or two outliers can swing KPIs and make charts look “off.”

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3) Prompts are missing, or prompt table is empty

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Symptom

Analytics → Prompts shows no rows, or far fewer than expected.

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Checks

1. Confirm you added prompts for the correct company profile.
2. Remove filters (topic/platform/attributes).
3. Expand time range.
4. Confirm you are not looking at a different workspace/profile than the one you configured.

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If prompts exist but are not running

This is usually a scheduling/processing issue. Capture:

• the prompt text,
• the timeframe,
• platform/region filters,

and contact support at support@trymeridian.com or through your dashboard.

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4) “Not mentioned” seems wrong (we know we show up)

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Symptom

You believe the brand is mentioned in answers, but Meridian shows Not mentioned frequently.

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Most common causes

• Search terms are too narrow (brand variants not included).
• Your brand is being referenced with a different name (subsidiary/product name).
• The response includes your product but not your main brand term.
• You are looking at a different company profile (different search terms).

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Fix: update search terms

Go to Settings → Company Profiles → Manage search terms. Add:

• your brand name
• common variations (spacing, punctuation, abbreviations)
• product names (if your products are the primary mention)
• common misspellings (if relevant)

Avoid overly generic terms that could match unrelated content.

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Validate

After updating search terms, check new runs over the next period. Mention detection should improve as runs refresh.

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5) Citation Rate seems wrong / “we should be cited”

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First: confirm the definition

In Meridian, Citation Rate is “how often your owned domain is cited” (not “how often the answer has any citations”).

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Checks

1. Go to Analytics → Citations and switch to Domains.
2. Confirm whether your domain appears in the left panel (“sources used to talk about your brand”) and/or in the right panel (“sources used to answer your prompts”).
3. Switch to URLs and see if any specific owned pages are being cited.

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Most common causes

• Your pages are not currently in the citation ecosystem for the prompt set (competitors/editorial dominate).
• Your owned pages exist but are not structured to be cited (missing FAQ/schema, weak headings, weak source content).
• Your key “source pages” are not discoverable (crawl blockers).

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What to do next

• Use Website → Pages to improve citeability (FAQ sections, FAQ schema, missing metadata, structured data validation).
• Use Off-page → Outreach to pursue inclusion in the most-cited editorial sources.
• Publish content aligned to the sources AI already trusts (Opportunities → Content).

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6) Citations panel looks “off” (domains don’t make sense)

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Symptom

Citations show unexpected domains or “spammy” sources.

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Checks

1. Confirm the prompt set and topics you track (your citations reflect the prompts you chose).
2. Confirm platform filters (some platforms cite different ecosystems).
3. Expand timeframe (single-week windows can over-weight one domain if it spiked).

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Interpretation

The citations panel is descriptive: it shows what sources AI is currently using for your prompts. Even if the sources are not “ideal,” they are often the real drivers you must compete with or influence.

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7) Prominence / rank looks wrong

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Symptom

Prominence is high (worse) even when you think you should be #1.

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Checks

1. Open Analytics → Prompts and analyze the specific “money” prompt.
2. Open a run where you were ranked low.
3. Inspect:
   • who outranked you,
   • what criteria the response used,
   • which sources were cited.

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Most common causes

• You are included but your positioning does not match the criteria emphasized in answers.
• Competitors have stronger cited proof or better-structured comparison pages.
• Your owned pages aren’t used as sources yet.

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What to do next

• Improve “source pages” (Website → Pages) so they are citeable and answer criteria directly.
• Publish comparison/list content that matches prompt format (Content).
• Earn inclusion in driver sources (Off-page).

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8) Sentiment seems wrong or doesn’t match brand perception

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Symptom

Sentiment dimensions are negative despite your brand reputation.

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Checks

1. Open Analytics → Sentiment and identify the lowest dimension.
2. Drill into the dimension to see the underlying runs and the language used.
3. Check whether negativity is platform-specific.

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Most common causes

• AI is repeating common public narratives (even if outdated).
• Your owned pages don’t clearly address the objection with evidence.
• Third-party sources driving the narrative are being cited more than you.

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What to do next

• Add evidence-backed sections and FAQs to your source pages.
• Update Brand Kit / Knowledge Base with accurate facts and constraints.
• Use Off-page to influence key sources when narratives are sourced externally.

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9) Products show “Not mentioned” for everything

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Key nuance

Products visibility depends on the prompts you track. If you aren’t tracking prompts where products could be recommended, “Not mentioned” is expected.

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Checks

1. Confirm you have product/category prompts (e.g., “best basketball shoes”).
2. Confirm you have a topic per product/category and enough prompts per topic (10+ is a good start).
3. Use “See responses” on mentioned products to learn which prompt types trigger recommendations.

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What to do next

• Add product/category prompts.
• Improve product page structure (specs, comparisons, FAQs).
• Publish supporting list and comparison content.

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10) Referrals is empty

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Symptom

Website → Referrals shows an empty state prompting a GA property.

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Fix

1. Go to Website → Referrals.
2. Click Select property.
3. Choose your GA4 property.

If GA is connected but you still see empty state, confirm the integration is connected for the correct company profile:

• Settings → Company Profiles → Integrations.

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If you see data but it’s lower than expected

That’s normal. Referrals measures click-through sessions from AI platforms as recorded by GA. It will miss “view-through” influence where a user is influenced by AI but returns later via another channel. Use Referrals for directional trend, not complete ROI.

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11) Revenue tab is missing in Referrals

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Symptom

Website → Referrals does not show a Revenue tab.

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Likely cause

Revenue requires ecommerce revenue tracking configured in GA. If GA does not have revenue events configured (or the property lacks purchase events), Meridian can’t show revenue.

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What to do

Confirm GA ecommerce events and revenue are working in your GA property. Once revenue is tracked, Meridian can surface revenue attributed to AI click-through sessions.

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12) Crawlers is empty

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Symptom

Website → Crawlers shows an empty state prompting “Connect Vercel.”

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Fix

Crawlers currently supports a Vercel integration.

1. Go to Website → Crawlers.
2. Click Connect Vercel.
3. Authorize the integration.

If you are not on Vercel, Crawlers will remain unavailable until additional integrations are supported.

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13) Exports show Failed / stuck Pending

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Checks

1. Confirm you selected the correct company profile in Settings → Exports.
2. Try a different date range (wider range often helps).
3. If an export is stuck “In progress,” wait a bit and refresh.

If exports consistently fail:

• capture export type + date range + company profile
• contact support.

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14) I’m seeing competitor domains in Outreach

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Cause

Outreach filters out competitor domains based on your configured competitor set. If a competitor appears in Outreach, Meridian likely does not recognize them as a competitor yet.

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Fix

Add that brand in Analytics → Competitors. Going forward, their domain should be filtered out of Outreach.

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15) “We published changes but nothing moved”

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Most common reasons

• Not enough time has passed (week-over-week patterns matter more than immediate changes).
• The content doesn’t map to tracked prompts (prompt set mismatch).
• The ecosystem is dominated by off-page sources and you are not included (citation gap).
• The website pages are not citeable/discoverable (site readiness gap).

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What to do

1. Pick 5–10 target prompts before changes.
2. Track those prompts for 1–3 months after publishing.
3. Check:
   • Analytics → Prompts (visibility and prominence on those prompts)
   • Analytics → Citations (owned pages appearing more often)
   • Website → Pages (citeability improvements)

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16) I got listed on a directory but Meridian is still recommending it

Common reasons:

• The directory isn’t actually cited for your tracked prompts.
• Your listing language is too generic (no criteria, no proof, no “best for” positioning).
• Your prompt set doesn’t include the queries that directory influences.
• Not enough time has passed (measure week-over-week).

What to do:

• Confirm the directory appears in Analytics → Citations for your prompt set.
• Update the listing with specific differentiators and proof signals.
• Track 5–10 target prompts and measure for at least one full period.

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If you still need help (what to send support)

When contacting support, include enough context to reproduce the issue:

• Company profile name
• Page (e.g., Analytics → Citations)
• Date range and filters
• Platform/region (if relevant)
• The prompt(s) involved
• Screenshots
• If relevant: an export row (type, status) or a failing export date range

Send that via Contact support.