Contact support
How to reach us, what to include so the first reply is useful, and the things that are faster to fix yourself.
Most questions have an answer in this knowledge base, and the ones that do not are usually answered faster when the first message contains four specific things.
What you'll learn
- How to reach us
- What to include in a support request
- The self-serve fixes worth trying first
How to reach us
| Route | Best for |
|---|---|
| support@outercite.com | Anything account, billing or data related |
| The contact form | General enquiries and anything pre-sales |
| Your account contact | Agency and enterprise accounts with a named contact |
What to include
Four things. With them, most issues are answered on the first reply:
- The workspace name. Especially on an agency account, where the same question has a different answer per client.
- The exact question you asked the assistant, verbatim, if it is about an answer.
- What you expected and what you saw. A screenshot of the panel beats a description of it.
- When. Figures are counted over windows, so "yesterday afternoon" and "last week" are different questions.
If it is about a specific number, add the window from the footer under the answer. That single detail resolves a large share of "this number looks wrong" reports, because the number is usually counted over a different period from the one assumed.
Faster to fix yourself
| Symptom | Likely cause | Where |
|---|---|---|
| Nothing in the workspace | No active prompts, or the first cycle has not run | Why is there no data yet |
| An engine shows excluded | No measurement in the window, not a zero | When a number is missing |
| A change stuck at Attested | No fetch has confirmed it live | Ship and prove a change |
| A connector stopped working | Authorisation revoked on the provider side | Integrations overview |
| Lower rate than a manual search | The strict definition, working as intended | Why fewer citations |
| Monitoring paused | Coverage exhausted | Coverage and credits |
Reporting something that looks wrong
Say what you think it should be, and why. "Perplexity shows excluded but I can see it citing us right now" is a report we can act on immediately, because it names the surface, the expectation and the evidence.
If you can, include one verbatim sentence from Proof or from the engine itself, with the date.
Try this in Outercite
Before sending a request about a number, open the share view from ⌘K in the assistant and read how the
figure was made. It answers the question often enough to be worth the ten seconds.
Related
FAQ
The common questions, answered.
System status
Checking whether something is broken on our side.
When a number is missing
The empty states that are working as intended.
Last updated on
Why does Outercite show fewer citations than a manual search?
A text search counts every appearance of your name. Verification counts recommendations. The gap is the whole point of the number.
Plans and limits
The lanes on sale, what varies between them, and where to check what your own account actually has.