X Follower Tracker troubleshooting

Find the message you see, or the problem you have, below.

Setting up an account

Enter an X handle or public profile URL

The tracker couldn't read what you typed as an X account. Type the handle (the part after the @, such as biomejs) or the profile link (x.com/biomejs). Handles are up to 15 letters, numbers and underscores, with no spaces. A display name, a link to a post or a link to another website won't work.

Choose a public account that can be collected

The account is protected (private), suspended, deleted or doesn't exist. Open it on X to check. Only public accounts can be tracked.

This account is already tracked

The account is already on your tracker home page. Open it there.

Your role cannot spend this workspace's credits

Tracking spends the workspace's credits, and your role doesn't allow that. Ask a workspace owner or admin to change your role, or to add the account for you. You'll see Ask a workspace member who can track accounts and spend credits in place of the handle box for the same reason.

Tracking needs an active workspace with data retention enabled

The tracker stores audiences, so it doesn't work when Zero retention is turned on in Settings, or when the workspace is suspended. If neither applies, contact support.

The first check will stop short

The set-up panel says this when your balance is lower than the first check's estimate. You can still start: the check collects what your credits allow. Add credits, then open the account and click Check now to carry on.

Checks

This check hit its credit limit

The check reached the account's Follower lists limit. Click Raise the limit, increase it, save, then click Check now. See When a check stops.

This month's tracker limit was reached

The workspace reached the monthly cap set in Tracker spending. Raise it on the tracker home page, then click Check now on the account.

More credits are needed

Your balance ran out during the check. Click Add credits, then come back and click Check now. The check picks up where it stopped.

A stopped check doesn't restart on its own, and the account's scheduled checks wait until it's finished. Its card on the home page shows Limit reached or Needs credits until you click Check now.

This check needs attention

Something went wrong during the check. Click Check again. If it keeps happening, open the account on X: if it has become protected, been suspended or been deleted, the tracker can't check it any more. Pause or Remove it.

Already checking

You clicked Check now while a check was running, or within five minutes of the last time you clicked it. Wait for the running check to finish, or try again in a few minutes.

Check now is greyed out

Hover over it to see why: a check is already running, the account is paused (resume it first), or your role can't spend credits.

This is taking longer than usual

The first check of a big account takes a while, and it carries on in the background. You can leave the page; it updates when results arrive. If it stays like this for a long time, contact support with the account's handle.

Results

The first check shows no new followers

That's expected. The first check records the audience as a starting point, so nobody in it counts as new. From the next check on, you'll see who followed and who left. To get a second check sooner, click Check now.

People were missing from the last check but not confirmed gone

The Changes tab says this when some followers didn't appear in the last check but the tracker couldn't yet confirm they left. It might be a suspended or temporarily hidden account. They're checked again on the next check, and only counted as Left once confirmed.

The follower count and the collected audience are different

Followers is the number X shows on the profile. Collected audience is the list the tracker collected, which can be a little smaller, for example when some followers are suspended or restricted.

No checks ran for a while

The follower chart says this when the account was paused, a check stopped or a scheduled check was missed. Changes across the gap are grouped together, so the exact day someone followed isn't known.

Names and bios are missing for some people

Profile details fill in bit by bit, up to the Profile details limit on each check. Until someone's details arrive, their row says Profile details not collected yet. Raise the limit to fill them in faster.

Audience

AI filters are unavailable

Your description used words the plain-English filter doesn't understand, or included a name, handle or link. Describe roles, topics, follower counts, badges or dates, for example Founders with over 5,000 followers, or use the filter controls directly. If even simple descriptions fail, AI filtering is temporarily unavailable; the other filters still work.

Enable optional AI features first

AI insights is switched off for this account. Switch it on in Settings, under Extra data and limits, to use plain-English filters, roles, topics and highlights.

A role or topic filter shows nobody, or only a few people

Roles and topics come from AI labels, which are added after profile details. The AI only labels someone when it's very sure, so many people have no label. Check that the first check has reached AI labels, and set labels yourself in a profile with Correct audience labels.

Mutuals & follow-backs is empty

Mutuals need the account's following list. Switch on Following list in Settings; the next check collects it. If it's already on, wait for the check to finish collecting it.

Both audience baselines must finish before comparison

Compare audiences needs a finished first check on both accounts. Try again when both have collected their audience.

This account is protected, or X no longer shows this account

A follower's profile says this when their account is protected or has been suspended or deleted. The tracker shows what it last collected.

Exports

Your CSV couldn't be prepared

Click Export and try again. If it fails again, contact support.

CSV exports are unavailable right now

Exports are temporarily unavailable. Try again later; everything else in the tracker still works.

The download link has gone

Each export lasts 24 hours. Export it again to get a fresh file.

A teammate can't see my export

Exports belong to the person who asked for them. Your teammate can export the same file themselves.

Emails

I'm not getting any emails

Check these in order:

1. Email alerts start switched off. Turn them on in the account's Settings, under Alerts and goal, and click Save settings.
2. Emails go to the person who added the account.
3. If anyone in the workspace clicked the link to turn off follower tracker emails, they're off for every account in the workspace. Switch them back on in Settings.
4. The daily summary only starts after a check has finished, and arrives at around 8am UTC.

Team access

I can't see accounts a teammate added

Members see the tracked accounts they added. Owners and admins see every tracked account in the workspace. Ask an owner or admin if you need access to more.

Tools isn't part of your role

Billing-only users can't open the tracker. Ask a workspace owner or admin to change your role.

Your role can view these settings

You can open the account but not change its settings. Ask a workspace owner or admin to make the change, or to change your role.

Only workspace administrators can change shared spending settings

Tracker spending is shared by the whole workspace, so only owners and admins can change it.