Common Issues

Having trouble with RivalReport? This guide covers the most common issues and their solutions.

Email Issues

Not Receiving Weekly Reports

If your weekly reports aren't arriving:

1. Check your spam folder — Reports sometimes get filtered
2. Add us to contacts — Add reports@rivalreport.io to your address book
3. Verify your email — Check Settings > Account for the correct email
4. Check preferences — Ensure email delivery is enabled in Settings > Email Preferences
5. Whitelist our domain — Ask IT to whitelist rivalreport.io

Reports Going to Spam

To prevent spam filtering:

1. Add reports@rivalreport.io to your contacts
2. Mark any RivalReport email as "Not Spam"
3. Create a filter to always deliver to inbox
4. Ask your IT team to whitelist our domain

Wrong Delivery Time

Reports delivered at unexpected times:

1. Go to Settings > Account
2. Verify your timezone is correct
3. Check Settings > Email Preferences for delivery time
4. Save any changes

Slack Issues

Messages Not Appearing

If Slack notifications aren't working:

1. Check bot membership — Invite @RivalReport to the channel
2. Verify connection — Check Settings > Integrations > Slack shows connected
3. Check channel — Ensure the selected channel still exists
4. Reconnect — Try disconnecting and reconnecting the integration

Permission Errors

If you see Slack permission errors:

1. Ensure you have admin access to your Slack workspace
2. Check that the RivalReport app hasn't been removed from Slack
3. Try reinstalling: Settings > Integrations > Disconnect, then reconnect

Data Accuracy Issues

Missing Competitor Data

If a competitor's data seems incomplete:

1. Allow time — New competitors need 2-3 days for full data collection
2. Verify the company — Check that we identified the correct company
3. Check their online presence — Some companies have limited public data
4. Add specific pages — Manually add pages to monitor in competitor settings

Outdated Information

If data seems stale:

1. Check the "Last Updated" timestamp in the competitor profile
2. Some data sources update daily; others weekly
3. If significantly outdated, contact support

Incorrect Company Matched

If we matched the wrong company:

1. Go to the competitor's settings
2. Click Verify Company
3. Search for the correct company
4. Select the right match
5. Click Update

Account Issues

Can't Log In

If you're having trouble logging in:

1. Check email — Ensure you're using the right email address
2. Reset password — Click "Forgot Password" on the login page
3. Check for typos — Email addresses are case-insensitive, passwords aren't
4. Clear cache — Try clearing your browser cache and cookies
5. Try incognito — Test in a private/incognito window

Password Reset Not Working

If password reset emails aren't arriving:

1. Check spam/junk folder
2. Verify you're using the email you signed up with
3. Wait a few minutes and check again
4. Try a different email client
5. Contact support if still not working

Session Expired

If you're frequently logged out:

1. Check that cookies are enabled in your browser
2. Disable browser extensions that might block cookies
3. Try a different browser
4. Check your browser's privacy settings

Competitor Issues

Can't Add a Competitor

If you're unable to add a competitor:

1. Check your limit — You may have reached your plan's competitor limit
2. Company not found — Try the website URL instead of company name
3. Verify the company exists — Some very new or small companies may not be indexed
4. Try variations — Use different name formats (Inc, LLC, etc.)

Can't Remove a Competitor

If you're having trouble removing a competitor:

1. Ensure you have admin permissions
2. Check that you're not trying to remove during data processing
3. Refresh the page and try again
4. If the issue persists, contact support

Browser Issues

Page Not Loading

If RivalReport pages won't load:

1. Check your internet — Verify you're connected
2. Try refreshing — Force refresh with Ctrl+Shift+R (Cmd+Shift+R on Mac)
3. Clear cache — Clear your browser cache and cookies
4. Try another browser — Test in Chrome, Firefox, or Safari
5. Disable extensions — Some ad blockers can cause issues

Features Not Working

If buttons or features aren't responding:

1. Check for JavaScript errors (open browser console with F12)
2. Disable browser extensions temporarily
3. Try a different browser
4. Clear cache and cookies
5. Check if the issue persists in incognito mode

Mobile Issues

Mobile Site Not Working

For mobile browser issues:

1. Use the latest version of your mobile browser
2. Try requesting the desktop site
3. Clear mobile browser cache
4. For best experience, use a tablet or desktop

Still Need Help?

If you've tried the solutions above and still have issues:

1. Note the specific error message or behavior
2. Take a screenshot if possible
3. Contact our support team
4. Include your account email and description of the issue

We typically respond within 24 hours.