Knowledge Base/Troubleshooting

Something not working?

Let's see if we can get it sorted.

Most StructuredAF problems come down to a few things: a sign-in link, the website connection, cached information, or a change that hasn't been published yet.

Choose the issue that sounds closest to yours and follow the steps. If none of them helps, get in touch. You don't need to have everything figured out before you ask.

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 ↓ I've tried everything and I'm still stuck ↓

Before you start changing things

A few quick checks can save quite a bit of time. Make sure that:

  • You've selected the correct website in your StructuredAF account
  • You're checking your published website, not a preview or editor screen
  • You've followed the installation instructions for your website platform
  • You're looking at the page where the information should appear

Two things I'd avoid while troubleshooting. Don't uninstall your existing SEO plugin, and don't add another copy of your StructuredAF code in the hope that it'll help.

Neither is likely to solve the original problem, and both can create new ones. Computers do seem to enjoy that sort of thing.

I can't sign in

StructuredAF uses an email sign-in link, so there's no password to remember. When you request a link, it's sent to the email address on your account.

If the email hasn't arrived

  1. Check your spam, junk and promotions folders.
  2. Search your mailbox for StructuredAF.
  3. Make sure you're using the email address you registered with.
  4. Go back to the login page and request a fresh link.
  5. Open the newest link promptly, as sign-in links expire.

If you use several email addresses for your business, it's worth checking you're using the right one.

Still can't get in? Contact support and tell me which email address you think your account uses.

Please don't forward your sign-in email.

And please don't send me the sign-in link itself. It gives access to your account, so it should only ever be used by you.

I can't generate my AI Profile

Start by checking you've selected the correct website in your StructuredAF dashboard. This is particularly worth checking if you manage more than one website.

Next, open your Organisation, Person, Offers and FAQs sections and look for any fields or messages flagged as needing attention. Correct anything highlighted, save your changes and click Generate again.

Still getting an error?

If the same problem keeps appearing, send me:

  • A screenshot showing the full error message
  • The website you had selected
  • What you were doing immediately before the error appeared

You can send those details through contact support.

And one small suggestion: if the button is already processing your request, give it a moment before clicking again.

More clicking rarely makes software feel encouraged.

My AI Profile isn't showing up on my website

The first thing to check is how StructuredAF is installed on your website.

If you're using WordPress

Work through these steps in order:

  1. Log in to WordPress and check the StructuredAF plugin is installed and active.
  2. Go to Settings, then StructuredAF.
  3. Check the Site ID matches the website selected in your StructuredAF dashboard.
  4. Save the plugin settings.
  5. In your StructuredAF dashboard, open Add to Site and click Generate if you haven't already.
  6. Back in WordPress, click Clear Cache in the StructuredAF plugin settings.
  7. If your website uses another caching plugin, or your hosting company caches pages, clear that too.
  8. Check your published website again.

If you'd like to retrace the installation from the beginning, follow the WordPress installation guide.

If you installed StructuredAF manually

For platforms such as Squarespace, Kajabi, Showit, Wix and Systeme.io, check that:

  1. You've clicked Generate in StructuredAF.
  2. You've copied the complete StructuredAF code, including its opening and closing tags.
  3. You've placed the code in the correct location, usually the head section.
  4. You've saved and published the change on your website.
  5. You've replaced any previous StructuredAF code rather than adding a second copy.
  6. Your website plan supports the custom code method you're using.

Different website platforms handle custom code differently. Platform Compatibility will help you find the instructions for yours.

Check what's actually published

Once you've checked the installation, open Scan Site in your StructuredAF dashboard and scan your published website, rather than a preview or editor page.

This helps you check what information the scanner can detect on your live site.

If StructuredAF still isn't appearing, contact support with your website address and a description of what you've tried.

My website is showing old information

You've updated something in your StructuredAF account, but your website is still showing the previous details. There are two things to check.

First, have you clicked Generate since making your changes?

Saving a change in StructuredAF doesn't update the published version. Open Add to Site and click Generate to create the updated version from your latest information.

Second, is your website using that updated version?

On WordPress

The StructuredAF plugin normally picks up changes on its own within an hour. If you'd like to refresh it sooner:

  1. Go to Settings, then StructuredAF in WordPress.
  2. Click Clear Cache.
  3. Clear any other website or hosting caches if necessary.
  4. Check your published website again.

On another website platform

You'll need to replace your previously installed StructuredAF code with the updated version.

  1. Copy the latest code from Add to Site.
  2. Find the existing StructuredAF code on your website.
  3. Replace it with the new code.
  4. Save and publish.

If you installed the code on individual pages, update each of those pages.

Replace the old code. Don't add the new version underneath it.

Otherwise your website could end up publishing two different versions of your business information.

For the complete process, see Updating Your AI Profile.

I'm seeing duplicate or conflicting information

Your website may already publish information of its own through an SEO plugin, your website theme or the platform itself. That's quite normal.

It doesn't automatically mean something is wrong, and you don't need to uninstall your SEO plugin. StructuredAF is designed to work alongside the information your website already publishes.

What to check

  1. Open your StructuredAF dashboard.
  2. Go to Existing AI Data.
  3. Click Detect Existing.
  4. Review the information StructuredAF finds.
  5. Make any changes you need, then click Generate.

This helps you see what information your website is already publishing.

Keep Yoast, Rank Math or your other SEO plugin installed.

Unless you've found a specific reason to change its settings, leave it alone. It may also be looking after important things such as your meta titles and sitemaps.

Still seeing conflicting information?

Contact support and include:

  • The address of the affected page
  • The information that appears to be duplicated or contradictory
  • What you expected to see instead
  • Your website platform and any SEO plugin you're using

I'll help you work out where the information is coming from and what needs changing.

I've tried everything and I'm still stuck

Then it's time to get me involved. You don't need to send a technical report. Just tell me what's happening and what you've already tried.

These details are particularly helpful:

  • The email address on your StructuredAF account
  • Your website address
  • The page where the problem appears
  • Your website platform (WordPress, Squarespace, Kajabi and so on)
  • A screenshot of any error message
  • What you've already tried
  • What you expected to happen

The more I know, the easier it is to look into it without sending you several rounds of questions.

Contact support and I'll get back to you as soon as I can.

Related guides

Still need a hand?

If you've worked through the checks and something still isn't right, tell me what you're trying to do, what's happening instead and where you've got stuck.

I'll help you work through it.

Contact support →
← Updating Your AI Profile Next: Switching Platforms →