> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keywordinsights.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fixes for the most common issues: stuck orders, export errors, login problems, GSC imports, and payments.

This page covers the issues our support team sees most often, and what to do about each one.

### 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](mailto: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](/faqs/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](https://app.keywordinsights.ai/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](https://app.keywordinsights.ai/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](/account-management/subscription-management/subscription-renewal-and-payment-policy).
* If a payment succeeded but your account isn't active, contact support with your receipt and it will be resolved quickly.

### Something else?

Contact us through live chat in the app or [support@keywordinsights.ai](mailto:support@keywordinsights.ai). Including the order URL, your account email, and a screenshot speeds everything up.