My order is stuck at 100% or shows “failed to process”
Occasionally an order stalls near completion or fails outright. This is almost always caused by a temporary outage in one of our upstream data providers, not by anything you did.- Do not re-run the order. Re-running can spend credits a second time. After an outage, affected orders are restarted once systems recover.
- If an order has been stuck for more than a couple of hours, contact support through live chat or support@keywordinsights.ai and include the order URL (the link from your Projects page). The team can restart it manually.
My export is broken, missing tabs, or the pivot table errors
Large reports can exceed Google Sheets’ own row and cell limits, which is outside our control. If a Google Drive export fails or the pivot tables error out:- Use the Excel export instead, which supports far larger files, or select Export raw data (non-pivoted) and use the CSV export option.
- Alternatively, use the in-app visualizations, or reduce the keyword count with filters before exporting.
- See Exporting Data for how the export options work.
- If a download fails immediately after an order completes, wait a few minutes and retry from the Projects tab; large files take time to generate.
I logged in and my account, projects, or subscription have “disappeared”
This is nearly always a login-method mismatch. Signing in with Google and signing in with an email address are treated as separate accounts, so using a different method (or a different Google account) creates a brand-new free account, complete with the new-workspace and trial screens.- Log out, then sign back in using the exact same email and method you originally subscribed with.
- You can check which email you’re currently logged in with in Settings → Account.
- Still lost? Contact support and tell us the email the subscription was purchased under.
The app shows an error screen or won’t load
- Do a hard refresh (Cmd/Ctrl + Shift + R).
- Try a different browser, or one with extensions disabled; extensions occasionally interfere with the app.
- Try loading the app on another network or device to rule out a local network block.
- If it persists, contact support with the exact URL and a screenshot of the error.
My Google Search Console import isn’t working
- Confirm the property shows data in GSC and that your Google account has full permissions on it.
- Large properties take longer to import; Google throttles how fast data can be pulled.
- Select the correct country in the dropdown when importing.
- If the connection is old, the token may have expired. Go to Settings → Integrations, remove the Google account, add it again, and retry the import.
- Still failing? Contact support with the property name.
My payment failed
- Virtual credit cards are not accepted by our payment processor (Stripe). Please use a bank-issued credit or debit card.
- Failed subscription renewals are retried automatically; see the Subscription Renewal & Payment Policy.
- If a payment succeeded but your account isn’t active, contact support with your receipt and it will be resolved quickly.