# FAQs

> Answers to frequently asked questions about Kommon Poll usage and behaviour.

> Answers to frequently asked questions about Kommon Poll usage and behaviour.

## Why is my data dashboard not loading properly?

Check your internet connection, refresh the page, and make sure you’re logged in. Try reducing the time range or number of projects selected. If it still fails, try another browser or incognito mode to rule out extensions, and contact support if the issue persists.

## How can I verify that tracking is active for my social pages?

Go to **Social Settings → Tracking / Linked Accounts**. Confirm that your pages are listed as **Connected / Active**, and that there are no error messages. You can also filter your Mentions to that page or profile and see if recent posts appear.

## Why are some mentions or posts missing from my project?

Most often, it’s because of query, time, or filter settings:

- Your keywords may not match how people are mentioning the brand.
- Your time range may not cover when the post was published.
- Filters (platform, region, language) may be excluding the mention.
- For certain platforms, posts may only be captured if you’ve added the correct tracking links or linked accounts.

## How long does it take for new mentions to appear in the dashboard?

This depends on the platform and your account configuration, but typically:

- Social mentions appear within minutes to a couple of hours.
- News and blogs may appear within a similar timeframe, depending on crawlers.
- Review platforms and messaging platforms may sync in scheduled batches.

If you see unusual delays, check the platform status or contact support.

## How does Kommon Poll handle deleted or edited posts?

If a post is edited, Kommon Poll may retain the original version and/or update the content on the next sync, depending on platform capabilities.

If a post is deleted from the platform, Kommon Poll may stop showing it in new exports or live views, but historical aggregates (for example, past mention counts) may remain unchanged.

Exact behaviour may vary by platform; for sensitive cases, refer to your platform-specific documentation or support.

## Why do my filters sometimes return “no data found”?

You may be combining filters (time, platform, region, language, keyword) in a way that leaves no matching mentions. Try:

- Broadening your time range.
- Removing one filter at a time to see which one is too restrictive.
- Confirming that your project actually collects data in that segment (for example, that platform or region).

## Can I edit or correct sentiment for a specific mention?

If your plan supports manual sentiment overrides:

- Open the mention in the Mentions Tab.
- Use the sentiment control to adjust from positive/neutral/negative as needed.

These changes help clean your data and improve reporting. If manual edits are not available, you can still tag mentions (for example, **Misclassified sentiment**) for internal awareness.

## Why don’t Mention Count and Social Reach match?

Mention count is **how many** mentions were collected. Social reach is **how many people** could have seen those mentions.

They usually won’t match:

- A small number of mentions from big accounts can produce very high reach.
- Many mentions from small accounts can produce relatively low reach.

Always interpret these metrics together rather than expecting them to align numerically.

## How should I interpret sudden spikes or drops in metrics?

Spikes and drops can be caused by:

- Campaign launches or promotions.
- News coverage or viral posts.
- Crises, outages, or service issues.
- Changes in your queries, tracking links, or integrations.

Use:

- Trend charts to locate the spike.
- Mentions Tab to read the underlying posts.
- Kommon Poll AI to summarise the event and key themes.

## Why aren’t my scheduled reports being delivered via email?

Check:

- Spam/junk folders for the recipients.
- That the schedule is active and the last run didn’t show errors.
- That email addresses are correct and haven’t changed.

If the problem continues, contact support with the report name and schedule details.

## Which languages are currently supported by Kommon Poll?

Language support can depend on your plan, integrations, and markets. You can usually see the up-to-date list under **Settings → Languages / Coverage**. For any specific language questions, contact support with the language(s) you need.

## How do I report bugs or unexpected behaviour?

Use the in-app Help / Support option (if available) or your usual support channel. Include:

- A short description of the issue.
- The time it occurred.
- The project and filters you were using.
- Screenshots or screen recordings, if possible.

This helps the support team reproduce and fix the issue faster.

## How can I contact Kommon Poll Support and include logs?

From within the app:

- Open the **Help / Support** menu.
- Use the **Contact Support** or **Submit Ticket** option.
- Where available, enable the option to include technical logs or diagnostics.
- Add any relevant screenshots, report names, or URLs.

If you use email-based support, attach the same information to your message.