Troubleshooting

An upload does not start

Confirm the file type and size are supported, then retry from the same project. If the browser lost connectivity, wait for the connection to stabilize before starting another upload.

Also verify that the file is not empty, still syncing from cloud storage, or using an extension that does not match its actual media type. For video, use a final exported file with a supported duration rather than a project file from an editing application.

Processing takes longer than expected

Video work can remain in progress while multiple media stages complete. You can leave the page and reopen the job from the project or results library. Avoid submitting duplicate copies unless the original job has reached a failed state.

If the job fails, record the project, approximate time, and visible error code before retrying. Repeatedly creating new analyses can make it harder to identify the original failure.

A result has limited benchmark context

The exact platform, market, category, format, or length slice may not have enough support. Read the fallback and confidence labels before comparing the result with another creative.

Check that the metadata reflects the intended placement. Changing metadata solely to obtain a stronger benchmark is not a valid comparison; use the context that matches the real decision.

BuyerLens is unavailable

BuyerLens requires a RoastIQ result and may depend on your plan. Open it from the relevant result so the project and diagnostic context are preserved.

Confirm that the RoastIQ analysis completed successfully and that you are viewing the correct workspace. If the control is plan-gated, use the current pricing page for available options.

A project or result appears missing

Use the workspace switcher and confirm the active organization. Then return to Projects or the results library and search for the original project before creating a replacement. Access follows workspace membership, so signing into a different account can show a valid but different workspace.

A score looks inconsistent

Compare the complete inputs before comparing the numbers:

• Creative version and audio
• Platform, market, category, format, and length
• Project and brand context
• Benchmark fallback and confidence

If these differ, the analyses are not a controlled variant comparison. If they match, compare the supporting evidence and action verdict—not only the numerical difference.

An API request is rejected

Check the following:

1. The key is sent in Authorization: Bearer … or x-api-key.
2. The key belongs to the intended workspace and has not been revoked.
3. The request uses a supported endpoint and content type.
4. Your integration handles asynchronous job states instead of expecting an immediate result.

For upload-based integrations, also confirm that you minted a signed URL with POST /v1/uploads, uploaded the bytes successfully, and submitted the returned storage_path. Live analysis writes are in private preview and can return 503 without consuming quota when processing is unavailable.

If the issue persists, use the contact page and include the job ID or request time. Never send the full API key.

Before contacting support

Include:

• The affected route or workflow
• Workspace and project names
• Approximate time and timezone
• Job or request ID when available
• Browser and operating system
• The visible error code or a screenshot with sensitive information removed

Do not include passwords, session cookies, full API keys, payment-card details, confidential customer lists, or original client creative unless support explicitly provides a secure channel.

For interpretation questions, read Understanding results. For integration contracts, use the API reference and machine-readable OpenAPI specification.