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Troubleshooting Guide

This guide lists common issues you may encounter when using Clarence AI and suggested steps to resolve them.

I can’t log in​

Possible causes:

  • Incorrect email or password
  • Account not yet activated
  • Session expired after inactivity

What to try:

  1. Confirm you are using the correct Clarence AI URL (https://app.clarenceai.com, unless your organization uses a custom URL).
  2. Double‑check your email and password for typos.
  3. If you recently received an activation code, make sure you completed the registration process.
  4. If you still cannot log in, contact your Admin or follow the steps in Getting Help & Support Escalation.

I don’t see the brands or accounts I expect​

Possible causes:

  • You haven’t been assigned to those brands.
  • The social accounts have not been connected yet.

What to try:

  1. Check with your Admin to confirm which brands and accounts you should have access to.
  2. Ask an Admin to verify the configuration in Team Management and Social Accounts.

Analytics data looks empty or out of date​

Possible causes:

  • Filters (platform or date range) are too narrow.
  • Recent posts have not yet been ingested.

What to try:

  1. Review the filters in the Analytics Dashboard (platform and time range).
  2. Expand the time range to Last 30 days or similar.
  3. If data still looks incorrect, capture details (time, brand, expected vs actual) and share with your technical support contact.

AI responses don’t look correct or up to date​

Possible causes:

  • Out‑of‑date content in the Knowledge Base.
  • Misconfigured Normal or Sensitive configurations.

What to try:

  1. Review the relevant Knowledge Base documents for accuracy and recency.
  2. Check the configuration’s tone, keywords, and instructions.
  3. Temporarily disable or adjust the configuration if needed.
  4. Monitor new responses via the Responses Log.

I’m not receiving notifications about sensitive posts​

Possible causes:

  • Sensitive configurations are not defined or not matching keywords.
  • Your user account is not part of the notification group.

What to try:

  1. Ask an Admin to review Sensitive configurations and their keywords.
  2. Confirm with your Admin that you are included in the appropriate notification lists.

If problems persist or the issue appears to be a system error, follow the guidance in Getting Help & Support Escalation.

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