Knowledge Base/Troubleshooting

Something not working?

Pick whichever describes your situation and work through the checks. Most problems come down to signing in, the wrong website being selected, something cached, or a change that hasn't been published yet.

What's going on?
I can't sign in→ I can't generate my AI Profile→ My AI Profile isn't showing up on my website→ My website is showing old information→ I'm seeing duplicate or conflicting information→ None of this is helping→

Before you start pulling things apart

Four quick things worth confirming, because they account for a fair number of problems that turn out not to be problems:

  • You're working on the right website in your StructuredAF account
  • You're looking at your published site, not a preview or an editor screen
  • You used the installation method that matches your platform
  • You're checking the page the information should actually be on

While you're troubleshooting, resist two temptations: don't remove your SEO plugin, and don't paste a second copy of your StructuredAF code in somewhere hopeful. Both create a fresh problem before we've found the original one, and computers adore that sort of thing.

I can't sign in

StructuredAF sends a sign-in link to the email address on your account. There's no password to remember, or to have forgotten.

If the email hasn't turned up:

  1. Check your spam, junk and promotions folders
  2. Search your mailbox for StructuredAF
  3. Make sure you're using the email address your account was set up with, not another one you also use
  4. Go back to the login page and request a fresh link
  5. Open the newest one promptly, since sign-in links expire

Still locked out? Get in touch and tell us which email address you think the account is under.

Don't forward us a sign-in email or paste the link into a message. That link is the key to your account, and it should only ever be opened by you.

I can't generate my AI Profile

Start by checking the right website is selected in your dashboard. It's an easy one to miss if you've got more than one.

Then look through your Organisation, Person, Offers and FAQs sections for anything flagged as needing attention. Fix whatever's highlighted and try Generate again.

If the same error comes back, we'll need a bit of detail to get anywhere:

  • A screenshot of the whole error message
  • Which website was selected at the time
  • What you were doing immediately before it appeared

Send those over via contact support and we'll take a look.

One thing that won't help: clicking the button repeatedly while it's already working. More clicking rarely makes software feel encouraged.

My AI Profile isn't showing up

What to check depends on how StructuredAF is connected to your website.

If you're on WordPress

  1. Check the StructuredAF Connector plugin is installed and active
  2. Go to Settings, then StructuredAF in WordPress
  3. Check the site ID there matches the website selected in your StructuredAF dashboard
  4. Save the plugin settings
  5. Back in StructuredAF, open Add to Site and click Generate
  6. Return to the plugin settings and click Clear Cache
  7. Clear any other caching your site or host is running
  8. Check again

The WordPress guide has the full connection process if you need to retrace your steps.

If you installed it by hand

  1. Check you actually generated your AI Profile after making changes
  2. Check you copied the complete code block, opening and closing tags included
  3. Check it went into the page head rather than the body or footer
  4. Check you saved and published afterwards
  5. Check you replaced any previous StructuredAF code rather than adding a second copy
  6. Check your website plan actually allows custom code

Platform Compatibility will point you at the guide for your platform, including anything specific to it.

Then check what's actually live

Run Scan Site from your dashboard against your published website. It reads what's genuinely there and shows you what it can find, which is a far better test than squinting at code.

Point it at the live site rather than a preview or an editor screen, since those aren't what anyone else sees.

My website is showing old information

This is almost always the same thing. Saving a change in your account doesn't publish it. Your website carries on serving the previous version until you open Add to Site and click Regenerate.

Once you've done that, what happens next depends on your setup.

On WordPress

Either wait up to an hour for the plugin to refresh on its own, or go to Settings, then StructuredAF, and click Clear Cache to pull it through straight away.

If the old details are still there afterwards, clear any caching plugin or host-level cache your site is running too.

On a manual installation

Copy your updated code and replace the StructuredAF code already on your site, then publish. If you installed page by page rather than site-wide, each of those pages needs the new version.

Updating Your AI Profile covers the whole process.

I'm seeing duplicate or conflicting information

Your website probably already publishes some structured data of its own, from an SEO plugin, your theme, or the platform itself. That isn't automatically a problem, and it isn't a reason to start uninstalling things.

In your dashboard, open Existing AI Data and click Detect Existing. StructuredAF checks what's already there and works out how to fit alongside it. Review what it finds, then regenerate.

Don't uninstall Yoast, Rank Math or similar just because they also publish structured data. They're still doing useful work on your meta titles, sitemaps and the rest.

If something contradictory is still showing after that, send it over with the page URL, what's appearing twice, what you expected instead, and which SEO plugin or platform is involved.

None of this is helping

Then it's over to us. The more of this you can include, the faster we can get to an actual answer rather than starting with several rounds of "which page?":

  • The email address on your account
  • Your website URL
  • The specific page where it's going wrong
  • Which platform your website is built on
  • A screenshot of any error
  • What you've already tried
  • What you expected to happen instead

We normally reply within one working day, Monday to Friday.

Related guides

Still stuck?

Tell us what you're trying to do and where it's going wrong, and we'll work it out with you.

Contact support →
We reply within one working day, Monday to Friday.
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