Troubleshooting

Most common issues, and the two-minute fix for each. If yours isn't here, message support@toutmark.com or use the in-app inbox.

Connector token revoked / "Site disconnected"

Your CMS rotated or revoked the token Toutmark uses. Reconnect:

  1. Go to /app/connect.
  2. Click your platform.
  3. Generate a fresh Application Password / API token / OAuth approval.
  4. Hit Verify. Pending drafts will queue against the new connection.
Schema validator says "missing logo" or "invalid sameAs"

Toutmark seeds Organization JSON-LD from your brand intake. If something is missing:

  1. Open /app/brand-facts and confirm logo URL + social links are filled.
  2. Click Re-emit schema on the same page.
  3. Validate at validator.schema.org.
Drafts aren't landing in my queue

Three usual causes:

  1. Onboarding incomplete. Check /app/onboarding — every step must be green.
  2. Site not connected. Confirm at /app/connect.
  3. Quota reached. Starter caps at 5 rewrites/week. Upgrade in /app/billing or wait for the cycle.
Email digest not arriving

Check spam, then verify the digest cadence under Settings → Notifications. Make sure digest@toutmark.com is allow-listed in your mail server's filters.

"Pending CCO approval" on a regulated-mode draft

Regulated mode requires per-item compliance approval. The CCO seat needs to act on it from /app/compliance-queue. Reassign or add CCO seats from Settings → Team.

Citation count dropped this month

Citation counts move month-to-month — engines re-crawl on their own schedule. A drop of 1–2 is noise. A drop greater than that is worth opening a ticket. Pull the Citation Report from /app/citation-reports for the per-engine breakdown before contacting us.

Stripe billing failed

If your card declines, you have a 7-day grace period. Update payment in the Stripe customer portal (link from /app/billing). After grace, the account flips to read-only — you keep the dashboard and changes log; new drafts pause until paid.

Wikidata edit was reverted by another editor

This happens. Wikidata is community-governed. We log every edit and the revert. Open the change in /app/wikidata, read the revert reason, and either accept it or reply on the entity's talk page. We never edit-war.

WordPress plugin says "API connection failed"

Your firewall or security plugin (Wordfence, iThemes) is blocking outbound calls to api.toutmark.com. Allow-list the domain or run the diagnostic from Settings → Toutmark → Diagnostics in the WordPress admin.

I want to cancel

From /app/billing click Cancel plan. Two-step confirmation. Your account stays read-only until the end of the current billing period; full data export is one click. Reactivation reuses your existing brand intake.

Still stuck?

Customer support — for active customers — is fastest from the in-app inbox at /app/inbox. We typically reply within one US business hour during the day.

Open contact page