Help Center

Head straight to /onboarding and complete the 4-step setup: (1) enter your brand name and industry category, (2) pick 3-5 core prompts (we suggest them by industry), (3) add 2-3 competitors, (4) trigger your first scan. The whole flow takes 5-8 minutes. When it's done, return to the dashboard to see the raw answers from the first set of AI engines and your brand-mention stats. For enterprise rollouts, jump straight to /request-demo for 1-on-1 setup support.

Free plan: 1 monitored brand · 1 automatic scan per day · the leading AI answer engines (ChatGPT, Gemini, Claude, Perplexity) · 30-day data retention · the core dashboard. That's enough for an individual or early-stage team to validate the value. For real day-to-day operations, look at the Starter plan on /pricing (3 brands / 5 scans per day / AEO recommendations included).

No. The whole product is designed for marketing, brand, and growth leads — no coding required. Setup takes 5 minutes: enter your brand name, pick prompts, and watch your rankings. We manage every AI platform API key on the backend, so you never have to provision your own OpenAI or other model accounts. If you want API / Webhook / CLI access, an engineer can wire it up in 30 minutes — and skipping it has no impact on day-to-day use.

Yes — verified live across leading engines including ChatGPT, Gemini, Claude, and Perplexity, with adapters ready for additional engines as access opens up. Each prompt is sampled multiple times to capture the mainstream answer, then we use an LLM to extract brand mentions in a structured way (not string matching), distinguishing whether your brand is recommended, dismissed, or omitted entirely.

Your first scan returns results in 30-90 seconds (engines run concurrently). The brand-visibility trend line needs 7 days before it forms a meaningful curve (to avoid misreading single-day noise). Time-to-first AI citation has a median of 14 days — that is, from launch to the first time an AI engine naturally cites your brand — with a 95th percentile of 28 days. This timing correlates strongly with your existing content assets and how competitive your category is: local-business categories typically take 7-14 days, while cross-border and new-consumer categories take 14-21 days.

The 5%-Picker is a top-prompt selector. From the hundreds of candidate prompts in your category, it scores each on three axes — historical search volume, AI-mention frequency, and commercial intent — and surfaces the high-value 5% of prompts that drive 80% of decisions, so you can focus on those first. Instead of hand-listing 100 prompts you can never keep up with, you spend 80% of your effort on the 20-30 that actually move the needle. That cuts operating time from 4 hours/week to 30 minutes/week.

The CDI is a weighted blend of the Shannon entropy and platform coverage of the sources that cite your brand. In plain terms: if 100% of your citations come from a single platform, your CDI is low (fragile); if they spread across review sites, encyclopedias, industry press, your own site, and social platforms, your CDI is high (resilient). It ranges from 0-100, with category leaders averaging 62-78. When CDI drops below 40, we flag it automatically and hand you a prioritized list of which sources are most cost-effective to add.

E-E-A-T stands for Experience, Expertise, Authoritativeness, and Trustworthiness. We score the content of every source that cites you, with weights aligned to Google's Quality Rater Guidelines and how the leading AI engines weigh sources. The result answers two questions: (1) which sources are dragging you down right now (anything scoring below 50 needs replacing or strengthening); and (2) which source types are most worth investing in. For regulated categories like healthcare and legal, Authoritativeness carries a weight above 0.4 and you need authoritative media; for new-consumer categories, Experience carries a weight above 0.4 and you need genuine long-term user reviews.

The Hallucination Sentinel detects false brand information fabricated by AI engines (fake addresses, non-existent product lines, wrong prices, made-up executive names). Measured performance to date: ~88% recall (12% missed) and ~92% precision (8% false positives). Each hit comes with the source text, a confidence score, and suggested response wording (how to file feedback with the engine, or how to publish the correct version on an authoritative source). On the Enterprise plan, a custom fact registry (CMS-grade) brings the false-positive rate below 3%.

Citation Heist is competitor citation-takeover analysis: it finds the high-value prompts where competitors get cited by AI engines but you don't appear at all, then reverse-engineers the content gaps you can capture. It hands you three types of actionable moves: (1) add high-quality content on the same source (e.g. answer the same question on a Q&A platform); (2) create counter-positioned content assets (white papers, case studies, public reviews); and (3) reach out to media for shared mentions. The first batch of prompts typically flips within 4-8 weeks, with an average 30-day flip rate of 18-25%.

The command center is the 9-tile cockpit on your dashboard home: (1) brand visibility (30-day trend); (2) platform distribution (share across engines); (3) top citation sources; (4) Citation Diversity Index; (5) average E-E-A-T score; (6) top-prompt hit rate; (7) competitor comparison matrix; (8) anomaly alerts from the last 7 days; and (9) recommended actions (the top 3 generated automatically by the AEO recommendation engine). One screen, 30 seconds, and you know whether today needs urgent attention.

Three ways: (1) the "⋯ Export" menu in the top-right of each dashboard module downloads CSV / XLSX directly; (2) Enterprise supports automatic weekly / monthly PDF reports (signed version optional) delivered by email; and (3) the API returns raw JSON (see /resources/api) for you to wire into your own BI. Starter / Growth plans retain 90 days of history; Enterprise is unlimited.

Four plans: Free, Starter, Growth, and Enterprise. Free covers 1 brand, 1 scan per day, and the leading AI answer engines. Paid plans progressively unlock more brands, higher scan frequency, AEO recommendations, multi-location LBS, a custom fact registry, a dedicated customer success manager, regional deployment, and more. Contact sales for specific plans and pricing. See the full comparison table on /pricing. Annual billing includes 2 months free (about 17% off).

Go to Dashboard → Settings → Subscription → Cancel. Cancellation takes effect immediately: you keep access for the remainder of the current billing cycle, it does not renew at the end, and we never lock you in. Enterprise customers follow their contract terms (typically 30 days' written notice). After canceling, you can still sign in to export your historical data for 90 days.

For refund and billing details, contact support; we'll handle your request under our Terms of Service and applicable law. The trial is 7 days free, no credit card required, and canceling during the trial costs nothing.

Yes. We issue a commercial invoice (PDF) for every payment. Add your billing details under Dashboard → Settings → Invoice Profile (company legal name, tax ID, address, and contact). Payments are processed in USD via Stripe; the invoice is emailed within 3-5 business days of payment. Any applicable VAT / GST is handled per your billing jurisdiction.

Enterprise follows an “apply → 30-minute demo → POC → contract → deployment” process, with an average go-live of 14-21 days. Start by filling out the form at /request-demo (team size, number of brands, and whether you need self-hosted deployment); sales will reach out within one business day to schedule the demo. The POC is typically 14 days free and can run against your real data. Contracts are available in English, with self-hosted / private deployment options on request.

Live across the leading AI answer engines, including ChatGPT, Gemini, Claude, and Perplexity, with adapters ready for additional engines as access opens up. See the full integration matrix plus each engine's SLA and rate-limit parameters at /integrations. New engines typically come online within 2-4 weeks of sign-up, subject to each platform's availability.

The REST API covers every core capability: brand CRUD, prompt management, scan triggering, trend queries, and pulling AEO recommendations. It uses Bearer-token authentication scoped per brand. Starter allows 1,000 calls/day, Growth 10,000, and Enterprise is unlimited. See the full endpoint list and sample code at /resources/api, with an OpenAPI 3.1 spec and Postman collection for one-click import.

Go to Dashboard → Settings → Webhook. Supported events: scan.completed, visibility.dropped, hallucination.detected, and competitor.surge. Just provide a URL and a signing secret (HMAC-SHA256). Retry policy: exponential backoff up to 5 times over a maximum of 1 hour; failed deliveries go to a dead-letter queue retained for 7 days. Event payloads are JSON with an average latency under 2 seconds.

We support Feishu bots (interactive cards), Feishu approvals, and Feishu Docs export. The bot pushes visibility anomalies and weekly reports to designated groups (segmented by brand or threshold); approvals power Enterprise upgrade and data-export approval flows; and Docs export auto-generates weekly / monthly reports in Feishu doc format (with embedded tables and charts). Configure it under Dashboard → Integrations → Feishu with one-click OAuth authorization.

AutoMedia is the companion multi-platform distribution module covering 10 channels. The primary connection path is cookie paste (broader coverage than OAuth), with OAuth available on a subset of platforms. We do this because most of these platforms have heavy OAuth restrictions and slow approvals, and cookie-based connection is the most reliable method our team has tested in practice. See the setup flow under Dashboard → Integrations → AutoMedia; our sales and customer success team provides the cookie-capture SOP and training.

Postgres encrypted at rest with AES-256 (Neon default) · TLS 1.3 + HSTS site-wide · mTLS between internal services · a dedicated schema plus row-level security per customer · daily snapshots retained 7 days, with cross-region redundancy and quarterly recovery drills. See the full security write-up (covering key management, audit logs, destruction process, and DPA template) at /security.

Standard flow: you trigger deletion in the dashboard → the record is soft-deleted (invisible to all APIs within 24 hours) → it's hard-deleted within 30 days (including all backups, cross-region replicas, and archived audit logs) → we issue a Certificate of Data Destruction (PDF, Enterprise customers only). GDPR data subjects can use an expedited path (hard delete within 72 hours; request it by emailing hi@maxfound.ai).

GDPR (EU): aligned — a DPA is available to sign, data-subject rights are implemented (access / rectification / deletion / consent withdrawal), and EU data-residency regions are on the 2026 H2 roadmap. CCPA (California): aligned — access, deletion, and opt-out of sale/sharing are supported. SOC 2 Type II + ISO 27001: on the 2026 H2 / 2027 roadmap (the control matrix is in place, pending independent audit).

By default, only you and the team members you authorize (four roles: Owner / Admin / Editor / Viewer). The Maxfound AI engineering team only accesses your data briefly when you open a support ticket and authorize debugging — fully audit-logged, with 90 days of hot storage plus long-term archival. All AI platform API calls opt out of the "use for training" option, so your prompts and answers live only in our database and never enter any AI vendor's training set.

Three channels, by urgency: (1) email hi@maxfound.ai (non-urgent or longer questions, with screenshots and logs); (2) the in-dashboard ticketing system (the floating widget in the bottom-right after sign-in, which auto-attaches your account and context); and (3) a dedicated Feishu group for Enterprise customers (customer success manager plus on-call engineering). All channels feed the same ticketing system, so nothing gets lost.

Free / Starter: first response within 24 business hours by email ticket; resolution time depends on complexity (typically 1-3 business days). Growth: first response within 8 business hours. Enterprise: 24/7 tickets with a 1-hour first response for P0 incidents, 4 hours for P1, and 1 business day for P2 · 99.9% monthly availability SLA · if we miss it, service credits are automatically applied against next month's fees. Live system status is at /status.

Three steps: (1) open a ticket in the dashboard and choose the “Bug Report” type, attaching reproduction steps, screenshots / screen recording, and your browser / OS / timestamp; (2) we reply within 24 hours to confirm whether we can reproduce it and provide a temporary workaround; (3) fix progress is tracked through the ticket (hotfixes typically ship in 1-3 days; non-urgent fixes land in the next iteration). Known issues and fix history are on /changelog.

Three channels: (1) open a ticket in the dashboard and choose the "Feature Request" type — it enters the product backlog and is reviewed quarterly; (2) Enterprise customers' requests are relayed directly to the product lead by their customer success manager — highest priority; and (3) the public changelog comments (on the /changelog page, where signed-in users can vote). We review the backlog monthly and prioritize the most-voted requests. Every shipped customer request is noted in the changelog as "requested by a customer" (anonymized).