🗂️ Overview
Rank Tracker projects can occasionally become deactivated, making them invisible in your project list. When this happens, the keywords and historical ranking data inside those projects are not permanently deleted — they may still be recoverable by the engineering team. This article explains how to identify the issue, what information to gather, and how to request a restoration.
🔎 How to Tell If a Project Is Deactivated (Not Just Missing)
A deactivated project is different from a deleted one. Signs that a project may be deactivated rather than gone include:
- A project you created previously no longer appears in your Rank Tracker project list.
- You remember the project name and the keywords it tracked, but there is no trace of it in the interface.
- Other projects in the same account are working normally.
- The disappearance happened suddenly, without you manually deleting anything.
If one or more of your projects match this description, the data may still be restorable.
📋 Information to Collect Before Contacting Support
Gathering the right details before reaching out speeds up the recovery process significantly. Please have the following ready:
- Project name(s): The exact name or a close approximation of the missing project (for example, "For Reports" or "NJ v2-1--2026 Reports").
- Domain or website: The domain the project was tracking (for example, cortesandhay.com).
- Approximate creation date: When you set up the project or when you last saw it active.
- Number of keywords tracked: If you remember roughly how many keywords were in the project.
- Date range of historical data: For example, "ranking history from December 2025 to April 2026."
- Why the project matters: Note if the data is used for client reports or contains a long history that would be difficult to recreate.
The more context you provide, the faster the engineering team can locate the correct project in the database.
⚠️ Important: Not All Projects Can Be Restored
In some cases, engineering is able to locate and reactivate a deactivated project along with its full keyword and ranking history. However, restoration is not always possible for every project. In a recent case, one primary project with over 260 keywords and months of historical data was successfully restored, while two secondary projects in the same account could not be recovered. The support team will always attempt restoration and will be transparent about what is and is not possible.
✅ How to Verify Your Plan Features Are Active
If you recently upgraded your plan — for example, to access LLM tracking or additional Rank Tracker capacity — and you are unsure whether the new features are active, check the following:
- Review your current plan details from the top-right avatar → Billing (Plans & Top-ups) to confirm the upgrade was processed.
- Look for the features associated with your new plan inside the Rank Tracker and any other relevant tools.
- If the billing shows the upgraded plan but the features appear unavailable, this may be a display issue rather than an access issue — a support agent can verify feature access on the backend.
In confirmed cases, plan feature access has been verified as active even when billing appeared inconsistent on screen. If you are uncertain, contact support and ask them to confirm your feature access directly.
🛠️ Steps to Request a Project Restoration
- Collect all the project information listed in the section above.
- 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.
- Share the project name, domain, approximate date range, and the reason the data is critical (for example, client reporting or long-term historical tracking).
- The agent will escalate your request to the engineering team for investigation.
- Engineering will attempt to locate the deactivated project by its internal ID and restore it to your account.
- You will be notified once the restoration is complete or if the project cannot be recovered.
💡 Tips to Prevent This in the Future
- Export your ranking data regularly, especially for projects used in client reports. This gives you a local backup of historical data.
- Note the names and approximate keyword counts of your most important projects so you can describe them accurately if support is needed.
- If you notice a project disappearing, contact support promptly — the sooner a deactivated project is flagged, the better the chance of recovery.
💬 Need Help?
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.