Plugin Support
PublisherKits
Competitor Intelligence
Tracks what competitors publish and who advertises with them.
We aim to respond to all tickets within 2 business days, Monday to Friday.
Step 1 — Before you submit
Check the documentation first
Most issues are covered in the documentation. Check these resources before submitting a ticket.
DOCUMENTATION & FAQS
Setup, the free and Pro split, and FAQ.
COMMON ISSUES
Quick fixes for enrichment, matching and API issues.
ACCOUNT & BILLING
Licence management, subscription, cancellation, invoices and moving licences.
Step 2 — Common issues
Common Issues
If the documentation didn’t resolve it, check these known issues and fixes.
A competitor feed is not updating
Sources are RSS feeds or XML sitemaps. Sitemap ingestion is deliberately throttled and capped per run, so a large back-library fills in over several scheduled runs rather than all at once. Check the source status on that brand’s Sources screen.
Captured newsletters are not arriving
Capture needs the inbound endpoint and token set under Settings, and your capture address actually subscribed to the competitor’s list. Mail that arrives but cannot be matched to a source shows in the Inbox as unassigned - reassign it there.
Advertisers look wrong or incomplete
Advertiser names are inferred from link domains, or suggested by AI, and each is flagged auto, AI or manual - treat them as a list to review, not a verified database. Programmatic display slots cannot be identified at all, because no advertiser identity is present in the saved email. Rename or block entries from the Advertisers screen.
Comparison or Trends screens are empty
Both need your site topic framework configured under PublisherKits then Topics, and items classified against it. Trends additionally need a minimum number of classified items in the window before they will report movement.
Step 3 — Still need help?
Submit a Support Ticket
Competitor Intelligence Pro is live. This support desk is for licence holders - open a ticket below with your licence email and we will help. The documentation covers the free and Pro split in detail.
Complete the form below. The pre-flight checklist and site info help us resolve your issue without unnecessary back-and-forth. Your submission creates a support account you can log into at bwtlsupport.com/support-portal to track your ticket.