Questions and troubleshooting
Signing in
Section titled “Signing in”I did not get the sign-in code. It can take a minute. Check your spam folder, then choose Send a new code. Codes expire after a short time; if it says “That code is wrong or has expired”, send a new one.
It says my Google account has no access. Access is by invitation. Sign in with the email address you were invited with, or ask your workspace admin to add you on the Members page.
I signed in but see “No brands yet”. You are in a workspace but cannot see any of its brands yet. Ask its admin to give you access, or create your own workspace.
Results
Section titled “Results”The Overview is empty. No answers have been scored in this period yet. Run your scout with Run now, wait a few minutes, and refresh. Also check the filters: a narrow period or a single engine may have no answers.
My brand is not counted in an answer that clearly mentions it. Open the answer: your brand is highlighted where it was counted. If the answer uses another name (a short name, an old name, a product name), add it as an alias. Your brand’s aliases come from its name and domain; for competitors, add aliases on the Competitors page.
A competitor is counted where the word means something else. An AI model checks every match in context, so “a profound change” is not counted as the company Profound. If you spot a wrong count, tell us with a link to the answer.
Why is visibility different on each engine? Each engine searches different sources and writes differently. That is why LaCleo tracks them separately: see By AI engine on the Overview.
Why does Google AI Overviews have fewer answers? Google does not show an AI Overview for every search. Those searches are recorded as “no AI Overview” and left out of visibility. The By AI engine card shows how often Google showed one.
The numbers changed after I added a competitor. Adding a competitor re-checks the last 90 days of answers for it, which changes share of voice (it now has a bigger group to share with) but not your visibility.
Run now is greyed out. Either the brand ran in the last 24 hours (the button says Run again in N h), or a run is still in progress (Run in progress). See Scouts, schedules and Run now.
Some runs say “skipped”. They did not fit in your remaining credits, so they were not run and not charged. Ask LaCleo to add credits.
Some runs failed. The engine did not answer after several tries. The reason is shown on the scout card, and the next run asks the question again.
Reports and access
Section titled “Reports and access”A client should see only their brand. Add them as a Client viewer and tick only their brand. See Members and roles.
The PDF shows fewer answers than Excel. The PDF is for reading and shows up to 200 answers with shortened text. Excel has up to 10,000 with the full text.
Still stuck?
Section titled “Still stuck?”Email support@lacleo.ai with a link to the page and what you expected to see.