Troubleshooting and common questions

Why is my test taking a long time?

A full test usually takes a few minutes. You can leave the page and come back, and if you have email notifications on, we email you when it finishes. If a test has not finished after much longer than that, refresh the page. If it has failed, the credit is returned automatically.

What if my test failed?

Failed tests are refunded, so you lose nothing. Wait a moment and run it again. Common reasons are a website that was temporarily unreachable, or one that blocks all automated visitors. If it keeps failing for the same website, tell us with Feedback and include the website address.

What does "Some pages could not be read" mean?

The report says so when some of your pages could not be opened during the test. The findings may then be less accurate. Check that the pages are public, load properly and are not hidden behind a login or a firewall rule that blocks automated visitors. Then run another test.

What do "Some data missing" and "Limited data" mean?

Part of the information could not be collected in that test, so the score is a rough guide. Click the note for details. A later test usually fills the gaps.

Why were no competitors found?

This happens when the AI only named brands much larger than you, or no brands at all. The report then shows your own data only. It is not an error, and it often means the AI has few examples to choose from in your market.

Does Cyberbard work for websites that are not in English?

Some parts of the report currently support English websites best. If your site is in another language, the report tells you which parts may be limited.

Why did my score change when I changed nothing?

AI answers vary a little from run to run, and the web changes too. Look at the trend chart and the Latest changes list rather than a single number. If our scoring was updated, the chart marks it and does not compare that test with earlier ones.

Why can't I start a new test?

If the project was tested less than a week ago, a new test may be unavailable for now. The window tells you when it becomes available. See Retest and new tests.

Why does the Retest button have a lock?

The report is not unlocked yet. See What unlocking a report includes.

Why is part of a shared report locked?

Only the person who created a report can unlock it. Ask them. See Share a report.

Why did my PDF not open?

Your browser may have blocked the pop-up. Allow pop-ups for Cyberbard and click Generate PDF again.

Why are my credits missing?

Open Settings → Credits to see every change to your balance. Free sign-up credits may not be added when several accounts were created from the same network or browser. For a purchase that is not showing, refresh the page and see Buy credits.

Can Cyberbard guarantee that AI will recommend me?

No, and no tool honestly can. AI platforms decide what to recommend and that changes over time. Cyberbard shows the barriers it can measure and helps you remove them. A re-test then shows whether each fix worked.

Is my website data safe?

Cyberbard only looks at public information: the public pages of your website and what other public websites say about your brand. It does not need any access to your website. See our Privacy Policy for the services involved.

Still stuck?

Use the Feedback button in the app and tell us what you were doing and what you saw. The website address and the time help us find it.