Troubleshooting for Agencies
A team member sees “No project access”
Section titled “A team member sees “No project access””The member has an organization seat but has not been assigned access to any project.
Fix: Go to Settings → Organization → Members, expand their row, tick Read (at minimum) for the relevant project(s), and click Save project access.
A team member can see data for the wrong client
Section titled “A team member can see data for the wrong client”Their project permissions are too broad.
Fix: Go to Settings → Organization → Members, expand their row, and uncheck access for projects they should not see. Click Save project access.
A client says they cannot log in
Section titled “A client says they cannot log in”- Verify you sent the invite to the correct email address — check Pending invites in Settings → Organization → Members
- If the invite expired (7-day TTL), resend from the Pending invites section
- If they accepted but cannot log in, confirm they are using the email address the invite was sent to
A client’s brand is not being detected
Section titled “A client’s brand is not being detected”Check the brand name in Project settings. Verify it matches exactly how the AI platform refers to the client — case-insensitive, but spelling must match. Open Chats, find a recent response, and read the full text.
The AI may not mention the brand for these prompts. Review the raw responses. If the AI returned generic answers without naming brands, zero detections is expected.
Client data disappeared or date range shows nothing
Section titled “Client data disappeared or date range shows nothing”Check the date range filter. The default is 30 days. If the project was set up within the last 30 days and checks are still accumulating, there may be only a few data points. Try extending the range.
Check that prompts are active. Go to Prompts → Active tab. If all prompts are in the Inactive tab, no checks are running.
I can’t invite a new team member
Section titled “I can’t invite a new team member”You have reached the seat limit for your plan. Check usage in Settings → Organization → Members. Options:
- Remove an inactive member to free a seat
- Upgrade to the next Agency plan tier for more seats
See Billing & Seats.
An API key stopped working
Section titled “An API key stopped working”The key may have been revoked, or the project it belongs to may have changed.
Fix: Go to Project settings → API keys for the relevant project and generate a new key. Update the integration (Looker connector, MCP config, or export script) with the new key.
PDF reports are not white-labeled
Section titled “PDF reports are not white-labeled”White-label PDFs are included on all Agency plans. If you are seeing “Powered by Quratic” in the footer, verify your organization is on an Agency plan (not a Brand plan) in Settings → Organization → Billing.
I need help with something not covered here
Section titled “I need help with something not covered here”Contact support via the in-app chat widget or email support@quratic.com. Agency plan customers receive email support.