Reference
FAQ
Common questions about accounts, data, content, white label and the API.
Answers to the questions that come up most often, grouped by topic. If your question is not here, check Troubleshooting for symptom-based fixes, or use the in-app Help button.
Accounts and access
Why can a team member not see a client?
They are not assigned to it. Assign them in Agency → Team. Roles alone do not grant client access for Team Members, role and assignment are separate controls.
Can one person work across two agencies?
Accounts are isolated per agency, so they need separate access in each. Data never crosses the boundary, and the same email may need a distinct login per agency depending on setup.
What happens to a team member's work if they are removed?
Removing a client assignment or deactivating an account revokes access immediately, but it does not delete anything they produced, content, tasks and history stay attached to the client.
Can a client see other clients in the same agency?
No. A Client user only sees their own workspace and reports, regardless of how many other clients the agency manages.
Data
Why does a keyword show no position?
Either it has not been checked since it was added, or the site genuinely does not rank in the checked range. History starts from the first successful check.
Where do search metrics come from?
Live search data through the platform's search-data provider, plus the client's own Search Console once connected. Numbers are not estimated where real data exists.
Why did a metric drop to zero?
Almost always a broken integration rather than a real collapse. Check Reporting → Integrations first before assuming a genuine traffic or ranking loss.
How far back does history go?
As far back as the first successful data pull for that client, the platform does not backfill history from before a keyword, site or integration was connected.
Why do two reports show slightly different numbers for the same metric?
Check the date range and the data source on each report. A report built from Search Console will differ slightly from one built from rank-check positions, since they measure different things.
Content
Is AI content safe to publish?
Reviewed, factual, client-specific content is. Unreviewed bulk output is not. Keep the review step and keep the AI Training knowledge base current so drafts start closer to publishable.
Can we publish without WordPress?
Yes, set the blog address to the client's own subdomain (one DNS record), embed the blog into an existing page, or export the HTML for a developer to deploy.
Can I edit an AI draft before publishing?
Yes, every generated article, task rewrite and press release opens in an editor before it goes live. Nothing publishes automatically unless auto-deploy has been explicitly enabled.
What happens if I regenerate a draft after editing it?
Regenerating replaces the current draft content with a new AI pass; manual edits made before regenerating are not preserved, so save or copy anything you want to keep first.
White label
How long does a custom domain take to go live?
Usually minutes after the CNAME is created, but DNS propagation can take longer depending on the registrar. The domain only counts as live once verification passes.
Can different clients each get their own branded report domain?
White labeling is typically set at the agency level and applied across client-facing pages; check Agency → White Label for the exact domains and templates configured.
API
Can a key reach another agency's clients?
No. Keys are agency-scoped and every request re-checks that the client is linked to that agency.
Can I recover a lost key?
No, keys are stored hashed. Create a replacement and delete the old one.
Is there a rate limit?
Yes, requests are rate-limited per key; a sustained high-volume integration should batch requests and handle 429 responses with backoff rather than retrying immediately.