Troubleshooting and Support

When something isn’t working as expected, start here. These articles cover the most common issues and how to report bugs to the Chatter team.

In this guide

1. Submitting feedback or a bug report
2. Why a competitor isn’t appearing
3. Why Stories disappeared from your feed
4. Hitting your token limit
5. Common issues and quick fixes

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Submitting feedback or a bug report

Found a bug, have a feature idea, or want to share feedback? Use the feedback button in Chatter to send it directly to our team.

How to submit

• Look for the Feedback button in the footer of any page in Chatter.
• Click it to open the feedback form.
• Enter your name and email.
• Describe the issue or feedback in the description field. Be specific — what you expected, what happened instead, and any steps to reproduce.
• Add a screenshot. We strongly recommend including one for any visual issue or bug.
• Click Send Feedback.

What to include

• What you were trying to do
• What you expected to happen
• What actually happened
• Steps to reproduce, if you can repeat the issue
• A screenshot showing the problem

What happens after you submit

Your feedback goes directly to the Chatter team. We review every submission. For bugs, you may hear back with follow-up questions or a notification when a fix ships.

Tips

• If you have multiple issues, send them as separate submissions. It’s easier for us to track and respond to each individually.

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Why a competitor isn’t appearing

If you’ve added a competitor but their content isn’t showing up in your feed, here’s what’s likely going on.

Common reasons

• Indexing is still in progress. New competitors take time to crawl — sometimes a few hours, sometimes longer for large or complex sites. Give it at least a day before troubleshooting further.
• The site isn’t indexable. Some publications block crawlers, use heavy JavaScript that hides content, or have unusual structures Chatter can’t parse.
• The competitor publishes infrequently. If they only post once a month, you’ll only see content once a month.
• Their content doesn’t match your relevancy threshold. If you have a high threshold set, even competitor content can fall below the bar.

What to try

• Wait at least 24 hours after adding a new competitor before assuming there’s an issue.
• Check your relevancy threshold. Lower it temporarily and see if competitor Stories appear.
• Try a different URL for the same competitor — for example, their newsroom sub-domain instead of their main marketing site.
• If nothing works, swap them for a comparable competitor whose site is more easily indexed.
• If you’re still stuck, submit feedback with the competitor URL and we’ll investigate.

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Why Stories disappeared from your feed

Stories sometimes vanish from your Stories feed. Usually it’s by design, not a bug. Here’s why.

Common reasons Stories disappear

• You downvoted them. Downvoted Stories are removed from your feed on refresh, and similar Stories are deprioritized going forward.
• You removed the source. Stories from that publication will no longer appear at all.
• You raised your relevancy threshold. Stories that fell below the new bar are now hidden.
• They aged off. Older Stories drop off the system over time so we can manage storage. To preserve a Story, save it — saved Stories never age off.
• Your sources list changed. If a source was removed (by you or another admin), all its Stories went with it.

What if a Story you wanted is gone

If you didn’t save it, the Story may not be recoverable from within Chatter. The article itself still exists at its original URL — search for the title in your browser to find it again.

Tips

• Get into the habit of saving any Story that catches your eye, even if you’re not ready to use it yet. Saving is free and the only reliable way to keep a Story long-term.

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Hitting your token limit

If your instance has used all its tokens for the month, AI-driven features pause until your allowance resets. Here’s what to do.

What still works

• Browsing the Stories feed
• Saving, voting on, and removing Stories
• Reading existing Topics
• Editing Topic copy by hand (no tokens used)
• Tagging teammates and commenting
• Exporting Topics as PDF or Markdown

What pauses

• Generating new Topics
• Regenerating Topics or sections
• Asking Chatter to suggest a title
• Asking Chatter to suggest Stories
• Wizard draft generation
• Wizard advanced search

Your options

• Wait. Your token allowance resets at the start of your next billing cycle.
• Upgrade. Move from Free to Pro for 80,000 tokens per full seat per month.
• Add seats. Each Pro seat adds 80,000 more tokens to your team’s pool — though tokens are per-seat, not shared.
• Edit by hand. The Topics editor lets you make any changes you want without spending tokens — only AI actions count.

Tips

• Set up token alerts before you hit the cap. Catching usage at 75% gives you time to plan; catching it at 100% means you’re already stuck.
• If you’re hitting the Free cap regularly, you’re ready for Pro.

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Common issues and quick fixes

A grab-bag of small issues that come up regularly, with quick fixes for each.

I clicked Save and got an error

Most save errors are transient. Try again in a moment. If it persists, refresh the page and check whether your change actually saved before retrying — occasionally the error fires even when the save went through.

My feed is empty

Check your relevancy threshold (Brand tab). At 70%, only the most precise matches appear, and the feed can look empty. Drop to 30% or 50% to broaden it. Also check that you have media sources configured.

A teammate didn’t get my notification

Their notification preferences may be set to summaries or off entirely. Ask them to check Profile → Settings → Notifications. Tags don’t bypass notification preferences.

My Topics regeneration produced something worse than what I had

AI generation has natural variance — sometimes the next try is better, sometimes worse. Use Try Again to attempt a fresh regeneration, or use highlighted regeneration to redo only the specific parts that need work instead of the whole Topics.

I can’t see the brand settings

Brand settings are Admin or Super Admin only. If you’re an Editor or Guest, ask an admin to make the change or upgrade your role.