# Find the shortest path to a useful answer.

> Find Virent setup, verification, data, billing, privacy and troubleshooting guidance or contact support.

Canonical: https://virent.app/help
Last updated: 2026-07-29

Pick the task: start monitoring, install analytics, verify data, manage the account, or contact Virent.

## Start here

### Set up a website

Add a domain you are authorized to monitor, confirm the business profile, and define the prompt groups that matter.

[Read the getting-started documentation](https://virent.app/docs)

### Install Human Analytics

Install the site-wide browser script with your publishable write key, then verify a pageview.

[Choose a framework](https://virent.app/docs#installation)

### Install AI Crawler Analytics

Capture requests at the server or edge, keep the ingest secret in a protected environment variable, and verify a controlled request.

[Choose a framework](https://virent.app/docs#installation)

### Configure visibility and prompts

Confirm topics, prompts, providers, competitors, and regions, then review the baseline evidence before relying on a score.

- [LLM Visibility](https://virent.app/visibility)
- [Prompt Monitoring](https://virent.app/prompts)

## Troubleshooting

### Human events are not arriving

Confirm the browser script loads on the affected route, the publishable key is correct, Content Security Policy permits the script and request, localhost behavior is intentional, and the test is not blocked by a browser extension.

### Crawler events are not arriving

Confirm the capture hook runs before browser JavaScript, covers the intended route, uses the full server secret rather than a masked preview, and does not exclude the test path.

### Static files create crawler events

Exclude framework internals, API routes, image optimization, favicons, robots files, sitemaps, and common static file extensions.

### A visibility result is empty

Distinguish a completed run with no observed brand presence from a queued, running, failed, or incomplete run. Confirm the prompt and provider scope.

### A citation or answer changed

Open the affected runs and compare the full answers, source URLs, provider, model, time, region, and language. One change may reflect normal provider variability.

## Data and privacy

### What does Virent collect?

Collection depends on what the customer enables:

visibility monitoring processes configured prompts, provider responses, mentions, citations, competitors, and run context;

Human Analytics processes enabled pageviews, sessions, referrers, campaign context, custom events, and goals;

AI Crawler Analytics processes request and response metadata used for classification and coverage.

### What should we avoid sending?

Do not send passwords, payment-card data, health data, government identifiers, precise location, secrets, or other sensitive personal information unless Virent has expressly agreed in writing to process it.

- [Read the Privacy Policy](https://virent.app/privacy)

## Where can legal or privacy teams review terms?

- [Privacy Policy](https://virent.app/privacy)
- [Terms of Service](https://virent.app/terms)
- [Data Processing Addendum](https://virent.app/dpa)
- [Security](https://virent.app/security)

## Account and billing

### Choosing a plan

Estimate monitored brands, prompts, providers, competitors, telemetry volume, workspaces, and seats.

### Access and password help

Use the sign-in and password-reset flows. Virent support will not ask for a password or server secret.

### Workspace access

Contact the workspace owner or administrator for role and membership changes. Include the workspace name, but do not send private exports unless support specifically requests them through an approved channel.

- [View Pricing](https://virent.app/pricing)

## Include context, not credentials.

For a useful first response, provide:

> Do not email passwords, API keys, server secrets, raw sensitive data, or unredacted customer exports.

- the affected workspace or website;
- the product area;
- the approximate time and time zone;
- the route, prompt, or operation involved;
- the expected and observed behavior;
- a request or event identifier when safely available;
- whether the issue is reproducible.

- [Contact support](https://virent.app/contact)

## Frequently asked questions

### Can we use Virent before installing code?

Yes. URL-only LLM visibility monitoring can begin without site instrumentation.

### Does successful setup guarantee crawler traffic or citations?

No. Setup verifies Virent's data path. External providers control their own crawling, retrieval, source selection, and answers.