99VisibilityVisibility

Help Center

Step-by-step guides for everything in 99Visibility. New here? compare plans and pricing or take the GEO Academy course.

Getting Started

Stuck signing up, choosing keywords or running a first audit

Can't Finish Signing Up or Setting Up Your Brand

No confirmation email, "email already exists", or brand setup will not continue. How to get your account and first brand working.

Not Sure Which Keywords to Track

Your audit is only as useful as the questions it asks. How to choose and add keywords that show where AI answers leave you out.

Can't Run Your First Audit

The Run Audit button is greyed out, it says your monthly limit is reached, or nothing happens. What blocks a first audit and how to clear it.

Audits & Scores

A score that makes no sense, or a trend you cannot read

Don't Understand Your Visibility Score?

Your visibility score is 0, lower than expected, or does not match the per-platform numbers. How to understand what the score is telling you.

Can't Tell Whether Your Score Is Improving

Two audits disagree, the trend chart is empty, or the change badge says there is no comparison. How to compare audits fairly over time.

Features

Fixes, wrong facts, competitors and keyword limits

Don't Know Which Fix to Do First

The Insights page lists more fixes than you can do this week. How to pick the recommendations that matter and record what you shipped.

AI Is Saying Something Wrong About Your Brand

An AI platform states a wrong price, founding year or fact about you. How to find the hallucination alerts in your audit and correct the source.

A Competitor Shows Up in AI Answers and You Don't

You can't add a competitor, the comparison is empty, or a rival keeps appearing where you don't. How to track competitors and close the gap.

Hit Your Keyword Limit or Need to Change Keywords

The add box is disabled, a keyword will not save, or you need to swap keywords between audits. How to pause, delete and replace keywords.

Account & Billing

Plans, trials, cancelling and your brand profile

Not Sure Which Plan You Need

A feature is locked, a limit stops you, or you cannot tell which plan fits. What each plan includes, what unlocks where, and how the free trial works.

Need to Upgrade, Downgrade or Cancel Your Subscription

How to change plan, cancel your subscription or ask for a refund, and what happens to your brands and audits after you cancel.

Your Brand Facts Are Out of Date

Your price changed, you rebranded, or accuracy flags compare AI answers against old facts. How to edit your brand profile so the check reads the truth.

Troubleshooting

Stuck audits, flat scores, login trouble and bad flags

Audit Stuck on Running or Failed

Your audit has spun for minutes, shows Failed, or will not start because the monthly limit is reached. What each state means and how to get a result.

Score Not Improving After Your Changes

You fixed things on your site and re-audited, but the score did not move. The usual reasons, and how to check each one.

Can't Log In

Wrong password, Google sign-in returns to the login page, a two-factor code is refused, or too many attempts. How to get back into your account.

A Hallucination Flag Looks Wrong

An accuracy flag marks a correct AI answer as wrong, or a real error was not flagged. Why hallucination detection gets it wrong and what to do.

Frequently Asked Questions

How long does an audit take?
An audit asks every AI platform on your plan about your keywords — up to five on a paid plan, two on Free. Each run is capped at about a minute on our side, and the page waits up to two and a half minutes for the result. An audit still unfinished after 10 minutes is marked failed and does not count against your monthly audits.
What platforms do you audit?
ChatGPT (OpenAI), Google AI Overviews, Gemini (Google), Perplexity and Claude (Anthropic). Paid plans cover all five; Free covers ChatGPT and Google AI Overviews. Each uses different methods to find and cite information.
What does the visibility score mean?
Your score (0-100) is a weighted average of Mention Rate (40%), Accuracy (30%), Sentiment (15%) and Citation Rate (15%), multiplied by 0.2 + 0.8 × coverage, where coverage is the market-weighted share of the platforms in your audit that mentioned you at least once. Mentioned on no platform, the score is 0. It reflects how well AI platforms know and correctly describe your brand.
What if AI says something wrong about my brand?
Our hallucination detection compares each answer with the brand facts you enter — price, founding year, location and features — and flags acquisition claims and staff counts it cannot verify. You get specific fixes: correct the facts on your own pages, make sure AI crawlers can reach those pages, and get the same facts stated on other sites that talk about you.
Can I track competitors?
Yes. Starter includes 1 competitor, Growth 2 competitors, and Pro 3 competitors. You see side-by-side mention rates, overall and per platform, and keyword-level gap analysis.
How do I cancel my subscription?
Go to Settings → Billing → Manage Billing. This opens the Stripe Customer Portal where you can cancel anytime. You keep access until the end of your billing period.
Is there a free plan?
Yes. The free plan gives you 1 brand, 5 keywords and 1 audit a month on ChatGPT and Google AI Overviews, with no credit card required. Starter ($49/mo) covers all 5 platforms, with 25 keywords, 15 audits a month and competitor tracking.

Still need help?

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