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Short answers to the questions we hear most often, grouped by topic. Every answer links to the full page if you want the detail behind it.

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Scores

It means no scan has run yet, so there’s nothing to score — not that your visibility is zero. Every brand needs one free baseline scan before a real number appears. Run yours from the dashboard checklist, or see Scan schedule & cadence for how the baseline works.
A real 0 means you’ve been scanned and your brand wasn’t mentioned in any tracked run — genuinely different from “Awaiting first scan,” which means no scan has happened at all. Surfais shows a true zero gently as “No visibility yet” rather than an alarming score. See Why scores move for the full distinction.
Usually one of two things: a genuine change in how AI platforms answer your prompts, or a change in what you’re measuring — adding prompts, competitors, or countries all change the denominator behind your score, which can look like a drop even when nothing about your actual visibility changed. Check whether your tracked scope changed in the same period before reading too much into a single move. See Why scores move.
The AIS Score asks “what do AI platforms say about me today?” — it’s measured directly from live scan data. The Readiness Score asks “how well am I set up to earn AI citations?” — it comes from your audit, a separate assessment of your content and site structure. They’re deliberately never merged into one number, and they can disagree. See AIS Score vs Readiness Score.

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Scans

Automatic scans run on fixed weekdays that vary by plan — Starter and Growth on Monday/Wednesday/Friday, Scale adds Sunday, Enterprise daily. They also fire against the UTC calendar, not your local timezone, so a scan can land earlier or later in your day than you’d expect near the day boundary. Check Scan schedule & cadence for your plan’s exact days, or trigger a manual scan if you don’t want to wait.
That’s expected while a scan is in flight — mentions appear live on the Mentions page as each platform finishes, but dashboard scores only update once every platform has completed, typically 5–10 minutes. A banner across the top of the app tells you a scan is still running. See What happens in a scan.

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Audits

New brands need a 14-day warm-up period of scan coverage before their first audit unlocks — there needs to be enough scan history for the audit to assess against. Once you’re past warm-up, your plan’s monthly audit allowance and cadence apply. See Running your first audit.
Yes, with a one-off audit credit. Every plan includes a monthly allowance, and extra audits are available to purchase individually beyond that. See Extra audits & credits.

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Search Console

Two things: Coverage Gaps, which surfaces real organic search queries you already rank for that you haven’t tracked as AI prompts yet, and a search-vs-AI comparison on your dashboard. See Connecting Google Search Console.
Yes — select any number of gap queries and bulk-track them in one action from the Coverage Gaps page. Surfais creates a prompt for each, defaulted to your brand’s primary market. See Coverage gaps.
Surfais tracks a wide range of markets, and each of the five AI platforms handles country targeting differently — some with a strong, infrastructure-level geo signal, others with a language-level hint. Check the country picker when adding a prompt for the current trackable list, and see Countries & markets for how per-platform geo targeting works and your plan’s country limit.

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Billing

Upgrading is immediate — pick a plan and your new limits and scan cadence apply as soon as checkout completes. Downgrading is scheduled instead: you choose which brands to keep if you’re over the new plan’s brand cap, and the change takes effect at your next billing cycle, not immediately. See Managing your subscription.
Surfais blocks the save and tells you you’ve hit your plan’s prompt cap, rather than silently dropping the prompt or failing partway through a batch. Upgrading raises the cap, or you can free up space by removing prompts you’re no longer using. See Setting up your prompts.
Every onboarding and product-tips email includes a one-click unsubscribe link — no login required. Account and billing emails aren’t affected, since those carry information about your account rather than marketing content. See Email notifications to manage preferences in-app instead.
Deleting a prompt is permanent — Surfais asks you to confirm, and the confirmation is explicit that it also removes the prompt’s scan history and mentions with it. If you might want that history later, pause the prompt (toggle it to Inactive) instead of deleting it; a paused prompt is skipped in future scans but stays in your library. See Changing and removing prompts.
This isn’t something we can answer definitively here — get in touch through Getting support with your account details and what happened, and we’ll look into it directly.

Video library

Walkthrough videos for the topics above, as they’re released.

Getting support

Open a ticket if your question isn’t answered here.

Why scores move

The full detail behind most of the Scores section above.

Plans & limits

The full comparison table behind most of the Billing section above.