Overview
Site Metrics gives you access to keyword research, rank tracking, and competitive analysis tools. If your metrics stop loading — or your credits did not change after upgrading — this guide explains what to check and how to get help resolving credit or access issues.
Why Site Metrics May Not Be Working
There are a few common reasons Site Metrics may appear broken or fail to return data:
- Credit limit reached: Each plan includes a monthly credit allowance for Site Metrics lookups. Once you exhaust your credits, queries may stop returning results until your credits refresh.
- Browser or cache issue: A stale browser session can prevent the tool from loading correctly. Clear your browser cache or try a different browser.
- Account sync delay: After a plan change, it can take a few minutes for your account to reflect the update. Refresh the page or log out and back in.
- Incorrect navigation: Make sure you are accessing the correct section of the platform for the tool you want to use.
Credits After Upgrading
If your credit count did not change after upgrading your plan, our support team can investigate and resolve this for you. Credit behavior after an upgrade — including how trial credits and paid plan credits interact — depends on your specific account configuration and billing cycle details that only our team can verify.
Before reaching out, please have the following ready to help us resolve your issue as quickly as possible:
- Your account email address
- The date you upgraded your plan
- The credit balance shown in your account before and after the upgrade (if available)
- Any error messages or unexpected behavior you observed
Quick Troubleshooting Checklist
- Clear your browser cache or switch to a different browser
- Log out and log back in to force an account sync
- Check your account or billing settings to view your current credit balance and refresh date
- If credits still appear incorrect after a few minutes, contact support with your account details ready
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.