💡 Looking for setup instructions? See the Overview of the AI Visibility tab for the full guide.
If the AI Visibility tab isn't showing your brand's data, it’s usually due to one of four scenarios. Each comes with a specific on-screen message. Find the one you’re seeing below to get it resolved.
Message: "Project not yet connected"
Message: "Project not yet connected"
What it means: You have access to the AI Visibility add-on, but no specific AI Visibility project has been created within this Brand24 project yet. It’s not an error – just an empty tab waiting for setup.
What to do:
1. Click "Contact us" inside the tab, and we’ll help you create your first project via chat.
2. Alternatively, message your Customer Success Manager or use the chat icon in your Brand24 panel.
3. Once we have the domain or brand you want to monitor, we’ll get it running for you immediately.
Message: "AI Visibility isn't available for this project"
Message: "AI Visibility isn't available for this project"
What it means: AI Visibility is active on your account, but not for the specific project you are currently viewing. This happens if you have multiple Brand24 projects but have only enabled the add-on for one of them.
What to do:
To see existing data: Click the project link provided in the message to go to the active tab.
To enable it for this project: Click "Contact us" or message us via chat, and we will activate the add-on for the project of your choice.
📝 Good to know: You can run multiple AI Visibility sub-projects (e.g., for different product lines) within a single Brand24 project. However, each main Brand24 project requires its own activation.
Message: "Your Chatbeat integration has expired"
Message: "Your Chatbeat integration has expired"
What it means: There is a technical disconnect between Brand24 and Chatbeat. This is usually caused by an outdated API key or a configuration that needs a refresh. Our team handles this on the backend.
What to do:
Click "Contact us" in the message so our team can diagnose the issue.
We will update the API key or refresh the integration on our side – no extra steps are required from you.
Your data will reappear automatically once restored; no existing setup will be lost.
⚠️ Important: This message refers to a technical integration, not a subscription renewal. If you need to renew your paid subscription, please contact your Customer Success Manager.
Project: "Uber" or the "DEMO DATA" label
Project: "Uber" or the "DEMO DATA" label
What it means: You are seeing a demo project. This is a static snapshot using Uber's data to show you what the tab looks like when fully configured. This appears when the tab is available in your panel but your own brand hasn't been set up yet.
What to do:
To start your own: If you like what you see, message us via chat to launch a 14-day trial for your brand.
Explore: Feel free to click through the charts and metrics to get a feel for the tool’s capabilities.
💡 Good to know: The Uber data is a static snapshot, not a live feed. Once your project is active, it will begin collecting fresh, live data from day one.
Other common scenarios
The tab isn't appearing at all
The tab isn't appearing at all
If you are on a Brand24 trial, the tab is not enabled by default. Message us via chat or contact your Customer Success Manager to activate it.
I have .com and .pl accounts, but the tab only shows on one
I have .com and .pl accounts, but the tab only shows on one
For technical reasons, AI Visibility can only be linked to one account per email address. If you need to move your access to the other account, contact your Customer Success Manager.
The data isn't refreshing
The data isn't refreshing
Metrics update on a regular cycle. If you’ve made changes that require recalculating AI answers, please allow a few hours for the update. If data hasn't changed after 24 hours, let us know.
My position in the tab is different from my manual ChatGPT test
My position in the tab is different from my manual ChatGPT test
AI models generate unique answers for every query. The AI Visibility tab provides a more reliable metric because it averages results across many queries over time, whereas a manual test is just a one-off snapshot.
Still have questions?
The fastest way to get help is through the chat window in your Brand24 panel. You can also reach out directly to your Customer Success Manager for configuration assistance.
Related articles:
Overview of the AI Visibility tab – A full guide to benefits and activation.
A guide to the elements of the AI Visibility tab – A deep dive into metrics and charts.
AI Brand Assistant guide – Learn about our other AI-powered tools.