Troubleshooting

Solutions for common issues with brand analysis, account access, billing, and AI integrations.

If something isn't working as expected, this page covers the most common issues and how to resolve them.

Brand analysis issues

My analysis is stuck

Brand analyses typically complete in about 60 seconds. If yours has been running for several minutes, here are a few things to check:

Wait a bit longer. Some websites are large or slow to respond, which can extend the analysis time.
Refresh the page. The status should update automatically, but a manual refresh can help if the connection was interrupted.
Re-run the analysis. If the analysis has been stuck for more than five minutes, try submitting the URL again from the brand page.

Analysis failed

An analysis can fail for several reasons:

The site blocks crawling. Some websites actively block automated access. If the site uses aggressive bot protection, Brandparser may not be able to reach it. See Bot protection blocked my site below.
JavaScript-heavy sites. Single-page applications or sites that rely heavily on client-side rendering can sometimes produce incomplete results.
Private or authenticated pages. Brandparser can only analyze publicly accessible pages. If the URL requires a login, the analysis will fail.

What to try:

Use a different URL from the same site (for example, the homepage or an about page).
Make sure the URL is publicly accessible by opening it in an incognito browser window.
If the site uses a redirect, try the final destination URL instead.

This means Brandparser was able to reach the site but could not extract enough information to build a complete brand profile. This can happen with very minimal websites, placeholder pages, or pages with little visible content.

What to try:

Submit a different page from the same site that has more content (an about page, homepage, or marketing page tends to work best).
If the site is genuinely sparse, you can manually fill in the missing sections after unlocking the brand with a paid plan.

Bot protection blocked my site

If your analysis fails with a message about bot protection, it means the website's security settings are blocking Brandparser's crawler. This is most common with sites using Cloudflare Bot Fight Mode or Super Bot Fight Mode.

Brandparser uses Cloudflare Browser Rendering to visit websites with a real browser — but Cloudflare's bot detection still identifies this traffic as automated. If the site has bot protection enabled, the crawler sees a challenge page instead of the actual content.

If you control the website (or can ask someone who does):

The fix depends on the site's Cloudflare plan:

Cloudflare Free plan

Bot Fight Mode on the free plan cannot be selectively bypassed. The site owner has two options:

Temporarily disable Bot Fight Mode while the analysis runs. Go to Security > Bots in the Cloudflare dashboard and toggle Bot Fight Mode off. Re-enable it after the analysis completes.
Allowlist Brandparser's user agent. Create a WAF custom rule (Security > WAF > Custom rules) that matches the user agent Brandparser and sets the action to Skip with all skip options checked.

Cloudflare Pro, Business, or Enterprise plan

Create a WAF custom rule to skip bot protection for Brandparser:

Go to Security > WAF > Custom rules in the Cloudflare dashboard
Click Create rule
Set the rule name to something like "Allow Brandparser"
Under When incoming requests match, configure:
- Field: User Agent — Operator: contains — Value: Brandparser
Under Then take action, select Skip and check:
- Super Bot Fight Mode
- All remaining custom rules (optional)
Deploy the rule

After creating the rule, re-run the analysis in Brandparser.

Not using Cloudflare

If the site uses a different bot protection service (Akamai, DataDome, etc.), the approach varies. Most services allow allowlisting by user agent string. Look for Brandparser in incoming requests and create an exception rule in your bot protection dashboard.

If you don't control the website:

Try again later — bot protection settings can change.
Try a different URL from the same domain.
If the site has a subdomain or regional variant without bot protection, try that URL instead.

Colors or fonts look wrong

Brandparser does its best to extract accurate colors and typography from a website, but results are not always perfect. CSS variables, theme switching, or dynamically loaded fonts can sometimes lead to unexpected values.

You can fix this by editing the relevant section directly. See Brand Sections for details on how to edit any part of your brand profile.

Account and access issues

I can't access full brand data

Full brand data is only available on a paid plan. On the free tier, you can run analyses and preview the structure of each brand, but the detailed extracted data is locked.

To unlock full access, visit Settings > Billing and choose a plan. See Billing & Plans for a comparison of what each plan includes.

I can't edit brand sections

Editing requires a paid plan. If you see a prompt to upgrade when trying to edit, subscribe to a Starter or Pro plan from Settings > Billing.

I can't find my workspace

If you expect to see a workspace but it is not showing up:

Check the workspace switcher. Click your workspace name in the top-left corner of the sidebar to see all workspaces you belong to.
You may need an invite. If someone else created the workspace, they need to send you an invitation. Ask the workspace owner or admin to invite you from Settings > Members.

Billing issues

I purchased but nothing changed

Payment processing usually completes within a few seconds, but it can occasionally take a minute or two.

Refresh the page after a moment to see if your plan has updated.
Check Settings > Billing to confirm the payment went through.
If the issue persists after a few minutes, reach out to support (see below).

Make sure you are using the correct connection URL or configuration.
Verify that your workspace has a paid plan with AI features enabled.
Check that your API key (if using the REST API) is valid and has not expired.

For full setup instructions, see the Working with AI guide.

Brand not found in AI tool

If your AI tool reports that a brand was not found:

Double-check the brand name. Spelling and capitalization matter.
Use the list_brands tool (available through MCP) to see all brands in your workspace and confirm the exact name.
Make sure the brand analysis completed successfully before trying to access it through AI.

AI isn't using my brand guidelines

If the AI tool is not reflecting your brand's voice, colors, or other guidelines:

Re-share the brand URL or reconnect the MCP server to make sure the AI has the latest data.
If you recently edited a brand section, the AI tool may need to re-fetch the updated information.
Check that you are referencing the correct brand in your prompt or configuration.

Getting help

If you are stuck on something not covered here, reach out to us. You can contact support from the app or email us directly. We are happy to help with setup, billing questions, or anything else.

For more detailed guides on specific topics, check out these pages:

Getting Started for first-time setup
Brands for managing your brand profiles
Brand Sections for editing extracted data
Billing & Plans for subscription and payment questions
Working with AI for AI tool setup and configuration