First moves that fix most things
Nine times out of ten, one of these clears it:
- Hard-refresh the Instagram or TikTok tab (Cmd+Shift+R or Ctrl+Shift+R).
- Check you're on the right page for the mode: Reels tab or TikTok Videos tab for Videos mode, the Posts grid or Posts tab for Posts mode.
- If the extension was recently updated, reload it at
chrome://extensions, then hard-refresh the profile tab.
The sections below assume you've tried these.
FAQ
The extension says "refresh the page" and won't start.
Chrome unloads content scripts when an extension updates. Reload ViewRank at chrome://extensions, hard-refresh the profile tab, and rank again.
I ranked an Instagram profile and got no data.
Videos mode needs the URL to end in /reels/, and you need to stay on that tab while it collects. Private profiles you don't follow return nothing at all.
Posts mode found nothing on Instagram.
Posts mode wants the main profile grid (instagram.com/username), not the Reels tab. If the grid is empty or the account is private, there's nothing to collect.
The TikTok overlay opened empty.
Make sure the profile's Videos tab is actually visible before ranking, then hard-refresh and retry. For Posts mode, remember many TikTok creators never post photo slideshows, so an empty result can be accurate.
Buttons in the posts detail view stopped responding.
Close and reopen the detail modal. After an extension update, hard-refresh the tab too.
Videos aren't importing from the extension into my workspace.
Almost always the API key. Check the key in the extension matches Settings; if you rotated it, the old one is dead. Also confirm you're signed in to ViewRank AI in the same browser profile. Full walkthrough: connecting the extension.
A pasted link won't import.
The video has to be public and it has to be a single video's link, not a profile. Uploads have their own rules: MP4, MOV, MP3, or WAV, 25 MB or less, under 3 minutes.
Visual analysis has been running for ages.
A few minutes is normal for longer videos; it runs in the background so you don't have to wait around. Past ten minutes, refresh and reopen the video. If it's genuinely stuck, email us the video link.
A transcription failed.
Refresh both the workspace and the video's source page and retry. The video must be playable in your browser while logged in to the platform. Music-only videos come back near-empty because there's nothing to transcribe.
Can I use ViewRank on my phone?
Half of it. The workspace at app.viewrankai.com works in a phone browser, so you can read transcripts and review ideas anywhere. Ranking profiles needs the extension, which is desktop Chrome only.
I can't log in or Settings won't load.
Refresh, try a private window, and check you're on app.viewrankai.com. The settings and account page has the longer checklist.
Still stuck?
Email viewrank@metlymedia.com with what you tried and a screenshot if you have one. We typically reply within one business day, and a screenshot usually cuts a day off the back-and-forth.