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Troubleshooting

App connection issues​

My app doesn't appear in the search results​

Cause: The app name or bundle ID search didn't match the App Store listing.

Fix:

  • Search by exact App Store title rather than internal name
  • Try searching by bundle ID directly (e.g. com.yourcompany.yourapp)
  • If the app was very recently submitted or approved, wait 24 hours for the App Store index to update before trying again
  • Check that you're connecting to the correct region — some apps are only available in specific storefronts

Marteso shows metadata from the wrong app​

Cause: Two apps have similar names and the wrong one was selected during setup.

Fix:

  1. Go to Apps → [app name] → Settings → Remove app
  2. Re-add the app using the exact bundle ID instead of the name search

Keyword sync timing​

New keywords show no rank after 24 hours​

Cause: The ranking scan hasn't completed for this keyword, or the app isn't in the top 250.

Fix:

  • Wait up to 48 hours for new keywords, especially for less common storefronts
  • A blank rank means your app isn't currently in the top 250 for that term — this is normal for competitive keywords
  • If ranks still don't appear after 48 hours, check that the keyword contains only standard characters (some Unicode terms cause scan failures)

Rankings stopped updating​

Cause: A scraping issue, App Store API change, or platform problem interrupted the daily ranking scan.

Fix:

  • Check status.marteso.com for any known incidents
  • If rankings for all keywords in all countries stopped on the same day, it's likely a platform issue — wait for it to resolve
  • If only one country's rankings stopped, try removing and re-adding keywords for that country
  • Contact support if rankings haven't updated for more than 48 hours

Rank shows a number that seems wrong​

Cause: App Store ranks fluctuate throughout the day. Marteso captures a daily snapshot, but the rank when you check the App Store manually may differ.

Fix:

  • Compare ranks at the same time each day for consistency
  • Expect ±5 position variance on high-competition keywords — this is normal
  • Large unexplained rank swings (20+ positions) often correlate with App Store algorithm updates; check if the same date shows rank movements for your competitors

Missing rank movement after a metadata update​

I updated metadata 2 weeks ago but ranks haven't changed​

Cause: App Store metadata changes take 1–4 weeks to reflect in ranking signals. Some competitive keywords take longer.

Fix:

  • Give the update a full 4 weeks before drawing conclusions
  • Check whether your App Store version submission was approved (pending review holds can delay metadata going live)
  • Look at less competitive terms first — long-tail keywords move faster than high-difficulty category terms

Rank improved but downloads didn't​

Cause: Better ranks on terms that don't match conversion intent.

Fix:

  • Check the search intent behind the keywords that improved — are these terms users actually download from?
  • Look at your impressions and page view data in Analytics — if views increased but downloads didn't, the product page (screenshots, icon, first lines of description) may be the conversion bottleneck
  • Review the Screenshot automation and AI metadata guides for conversion optimization

AI metadata suggestions​

No suggestions are appearing for my app​

Cause: Suggestions are generated on a schedule and require enough tracked keyword data to produce meaningful results.

Fix:

  • Ensure your app has at least 20 tracked keywords with ranking data
  • Wait 24–48 hours after the first sync for the suggestion engine to run
  • Check that your app has a primary country set under Apps → [app name] → Settings

Suggestion confidence scores are all below 0.6​

Cause: Insufficient rank data, or the app's current keyword list doesn't have enough signal for the AI to build confident suggestions.

Fix:

  • Add more keywords and wait for ranking data to accumulate
  • Confidence scores typically improve after 2–4 weeks of rank history
  • Scores below 0.6 are experimental ideas, not recommendations — use them as starting points to edit from

Support escalation​

If none of the above resolves your issue:

  1. Check status.marteso.com for active incidents
  2. Search the in-product Help (? icon in the sidebar) for your specific error message
  3. Email support@marteso.com with:
    • Your workspace ID (found in Settings → Workspace)
    • The app bundle ID affected
    • A description of the issue and when it started
    • Any error messages or screenshots

Support response time is within 1 business day for Pro and Agency plans, within 3 business days for Starter.