Troubleshooting and FAQ

Resolve common setup, audit, integration, access, and reporting problems.

Quick answers to common problems. If your issue is not here, ask the Help assistant — and if it still cannot help, write to [e-mail].

I just signed up. Where do I start?

Your site is already set up based on the plan you purchased — you don’t add it yourself. Pick the site from the sidebar and run a website audit on it:

1. Select the site in the sidebar.
2. Open the site workspace and choose SEO → Audit → Website Audit.
3. Run it.

That single step populates most of the Home Dashboard and gives you a triaged list of fixes. See Get started.

How do I create a new project / add a new site?

You don’t create projects or add sites from inside the app. Sites are provisioned when you purchase a plan from the Cleo website. To add another site or upgrade to a plan with more sites, purchase the appropriate plan, or contact the Cleo team at [e-mail].

My Home Dashboard is empty.

Most likely:

• You have not run any tool yet on the active site. Run Cleo Audit or Website Audit.
• For GEO panels: add at least one query on the GEO tab and wait for the first run.
• For AI referral panels: connect Google Analytics 4 on the GEO tab’s Analytics sub-tab.

See Home dashboard.

A tool says “could not reach your site”.

• Confirm the site is publicly accessible without authentication.
• Some firewalls and security plugins block automated requests; you may need to allow Cleo.
• If the site is staging or behind a login, the tool will not be able to crawl it.

My WordPress connection fails to save.

• Try an application password rather than your regular password — it’s more reliable for the WordPress REST API.
• Make sure the URL includes https:// and is the live site URL (not the wp-admin URL).
• Make sure the user has permission to edit posts and pages.
• Confirm the WordPress REST API is enabled and not blocked by a security plugin.

See WordPress and Wix.

I applied a fix in Cleo but I don’t see it on my site.

• Refresh the page (and clear your CDN cache if you have one).
• Re-run the relevant analyzer. If the issue is gone in the analyzer, the fix took effect — what you are seeing is a cache.
• Confirm the page is the one you expected. Some CMSes have separate “live” and “draft” versions.

The audit found no issues. Is that real?

Possibly — small or well-maintained sites genuinely have few findings. But also check:

• Did the audit complete fully? Look at the run summary.
• Did the audit cover the pages you care about, or only the homepage?
• Try a targeted tool (Page Speed, Mobile Usability, Broken Links) to confirm.

How do I add or edit a GEO query?

You can manage queries in-app at any time, up to your plan’s query limit:

• Click Add Query on the GEO tab to add new ones (Cleo can suggest some for you).
• Use the edit icon on a query row to change its wording, or remove a query you no longer track.

Note that changing a query’s wording resets its history — trends are most useful when the query text stays stable. If you need more queries than your plan allows, upgrade or contact [e-mail].

How do I improve my GEO score?

Go to GEO → Improvements. That tab is built specifically for this — Cleo analyses your tracked prompts and gives you a prioritised list of what to fix and which tools to use. Recommendations cover new content to create, existing pages to strengthen, and on-page changes such as schema, FAQs, and structure. Work through those suggestions and monitor the trend over time.

See Improvements and Foundational GEO for the full walkthrough.

My GEO score dropped overnight.

• AI engines are non-deterministic; small movements run-to-run are normal.
• Open the Competitors tab — if competitors gained share of voice, that’s where to look.
• Open Improvements for prioritised next steps.
• Watch the trend over weeks, not single runs.

See GEO intelligence for the full breakdown.

I added a GEO query but no data shows up.

Either it has not run yet, or it failed.

• Click Run on the query manually to trigger it.
• Wait for the run to finish — results stream back per engine.
• If a specific engine keeps failing, re-run later. AI engines occasionally rate-limit or error.

The Analytics tab is empty.

The Analytics sub-tab (previously “Results”) requires Google Analytics 4 and Google Search Console connections. Open the Analytics sub-tab, authorise Google when prompted, and pick the right GA4 property and GSC site. Allow time for the first sync.

I’m getting a login, authentication, or “access denied” error.

For most authentication or access problems, the first fix is to refresh your session:

1. Log out and log back in. This renews your session and usually clears auth and “access denied” errors.
2. If the problem persists after logging back in, contact the Cleo team at [e-mail].

I can’t see a project a teammate said they shared with me.

• Confirm you accepted the workspace invitation.
• Confirm the teammate added you to that specific project (workspace invite alone is not enough — they also need to add you in Project Members).
• Log out and log back in, then refresh.
• If you still can’t see it, contact the Cleo team at [e-mail].

See Workspaces, sites, and your team.

I’m a Viewer and I can’t run a tool.

That is expected. Viewers are read-only. Ask a project Owner to upgrade your project role to Editor.

I want to run a tool more often than my plan allows.

• Check the limit and the reset cycle on the tool itself.
• If you genuinely need more capacity, upgrading your plan unlocks higher limits.
• Contact [e-mail] to discuss.

I have a question this manual doesn’t answer.

• Ask the Help assistant directly — it can search across the whole manual.
• If it cannot help, write to [e-mail] with your workspace email, the project name, and a short description of what you are trying to do. The team will get back to you.