Troubleshooting and FAQ

Use this page when a connection, report, or workflow does not behave as expected.

ReachLLM accepts the current password value from your browser or password manager and processes one sign-in attempt at a time. If a temporary connection or authentication service delay interrupts the attempt, the page asks you to try again without claiming that the password is incorrect. Check or reset the password only when the page specifically reports a credential problem.

Brand prompt setup

If you see Your prompt setup needs another try, select Try prompt research again to resume the saved project. ReachLLM only continues after all 50 setup prompts are ready.

After setup is complete, adding or archiving prompts does not restart onboarding. Add brand opens a new setup unless another project has genuinely unfinished setup. Your completed projects keep their current prompts.

Teammates with editing access can finish or retry a shared project's prompt setup when the workspace has an active plan and enough project and prompt capacity. The original creator does not need to sign in to finish it. Read-only teammates cannot change the prompt inventory. Before a workspace selects a plan, only the workspace owner or the account that created the onboarding project can initialize its prompts.

Integrations

If an integration does not connect:

Confirm you are signed into the account that owns the property, site, repo, or workspace.
Check that the brand website URL matches the external service property.
Disconnect and reconnect from Account > Integrations.
Refresh the page and confirm the card shows Connected.

Publishing

If publishing does not work:

For WordPress, confirm the site URL, username, and Application Password.
Install the ReachLLM Connector plugin for schema, llms.txt, robots.txt, metadata, and cache support.
For GitHub, confirm the GitHub App is installed on the right repository and branch.
For Webflow, confirm the API token has Site and CMS read/write access, and add the Site ID if the token can access multiple sites.
For Shopify, confirm the store domain and Admin API access token can read and write Online Store pages, blogs, and articles.

Reports and audits

If a report or audit looks stale, re-run the underlying analysis first. Some surfaces are snapshot-based and only update after a new run or saved report.

If a free report describes a different company, asks questions about the wrong industry, or counts generic service words as your brand, send the report link and an example to team@reachllm.com. Include the correct company website. The team can inspect the original questions and provider answers, correct matching where appropriate, or run replacement research when the questions themselves are wrong.

A replacement free report is prepared in review-only mode. Completing the repair or creating its review snapshot does not automatically send another customer email. Delivery is a separate action after review. Existing shared links remain saved snapshots unless they are explicitly replaced or revoked; a corrected account analysis alone does not rewrite an old report. Older reports without the current identity and question-review checks must pass a new verified workflow before another report email can be sent.

When support explicitly approves a replacement, the original shared link can display the reviewed snapshot while retaining its original password and custom-domain access checks. A missing, revoked or mismatched replacement is unavailable rather than showing the incorrect old content. Prompt research can correct rejected questions once and review all 50 again; unresolved business-identity or question-scope issues keep the report on hold.

Free-report comparisons use official, relevant competitor identities rather than names guessed from website addresses. Unverified companies and businesses merely mentioned in an answer do not fill missing comparison slots. When identities or comparison evidence are incomplete, share of voice and rankings are unavailable; your own visibility score can still be shown. A failed perception-summary step is also labeled unavailable, not mistaken for an absence of brand evidence.

The submitted business is verified before optional competitor research. Missing or incomplete competitor research cannot replace the business identity, consume the time reserved for question review, or become invented comparison data. If the submitted website itself cannot be verified, the report stops for review.

Perception quotes are checked together with citations attached to their original sentences. An ambiguous link to another business's operational pages is excluded from company claims, even if the extracted quote omits the link. Reports distinguish this uncertain attribution from a confirmed provider namesake mix-up; ordinary third-party reviews are not automatically treated as another business. A completed Google search with no AI Overview is a completed check, not an AI answer.

Incomplete quotes that cut through a word are rejected, and citations cannot support a different sentence across Markdown formatting. If an answer explicitly cannot verify the specific regional business and a selected claim relies only on external sources, that claim is withheld as unresolved source attribution. Other supported claims can remain, including claims backed by the submitted business's own website.

Source-link counts use the verified destination of resolved provider grounding links, not the provider's redirect hostname. Conflicting or unresolved redirect metadata does not count as an official company citation. When a supported answer explicitly qualifies a product as illustrative or not yet production-ready, the report retains that qualification as an attributed caveat; it does not turn the caveat into a negative sentiment score or infer launch status merely because a company offers a demo.

Free-report requests that match abuse controls, including blocked domains or test contact details, are rejected before account creation, analysis, or request emails. Revoked reports are no longer available through their shared links. If a legitimate request is blocked, contact support instead of repeatedly submitting the form.

Support

Email team@reachllm.com for help.