Measurements & Results

Why does my brand show 0 mentions?

Several possible causes:

  • Prompts don't match your category. AI models will only mention your brand if prompts cover topics where it is known. Check that your topics reflect your brand's real use cases.
  • Your brand has low LLM awareness. Models generate responses from their training data. Brands absent from high-influence sources (trade press, Wikipedia, industry forums) tend to have near-zero mention rates.
  • The campaign hasn't run yet or is still queued. Check the campaign status in the dashboard.
  • The brand name is ambiguous. If your brand has a generic name, the extraction engine may miss some mentions. Add name variants in brand settings.

If the issue persists, see How Analysis Works or contact support.

How is share of voice calculated?

A brand's AI Share of Voice (AI SoV) is the ratio of its mentions to the total mentions of all tracked brands on the same topic.

AI SoV = your brand's mentions / total mentions of all brands × 100

Only brands you have added as competitors in Mentova are included in the calculation. See Share of Voice.

What is the difference between mention rate and share of voice?

Mention rate measures in how many prompts your brand appears (e.g., 40 out of 100 prompts = 40%). Share of voice measures your relative share against competitors (e.g., your brand accounts for 30% of all tracked mentions). See Mention Rate and Share of Voice.

AI Models

Which AI models are tracked?

Mentova queries 50+ models via OpenRouter, including: ChatGPT (GPT-4o, GPT-4o Mini, GPT-4.1), Claude (Haiku, Sonnet, Opus), Gemini (Flash, Pro), Perplexity, Mistral, Llama, and other open-source models. The full registry is available in your brand settings (Models tab). See Models.

Do some models cost more credits?

Yes. Production-class models (GPT-4o, Claude Sonnet, Gemini Pro) cost 3 credits per prompt (3 slots); standard models cost 1 credit per prompt. You can adjust your model selection to manage credit consumption. See Credits & Slots.

Credits & Plans

I ran out of credits - what now?

Three options:

  1. Buy bonus credits - one-time credit packs (10, 50, 100, or 250 credits) available directly in the dashboard via Buy Credits. Bonus credits never reset and are shared across all your brands.
  2. Upgrade your plan - each plan offers more monthly credits. See Pricing.
  3. Wait for the monthly reset - monthly credits reset 30 days after your subscription date (on every plan, including Free).

See Credits & Slots.

What happens to my credits if I change plans?

Purchased bonus credits (one-time packs) are kept regardless of plan. The monthly credit quota is replaced by the new plan's allocation immediately. Unused monthly credits are not carried over. Contact support for specific edge cases.

Is the Free plan time-limited?

The Free plan offers a monthly credit quota that resets every 30 days, with which you can run as many campaigns as your credits allow. Advanced features (exports, alerts, custom avatars, etc.) require a paid plan.

Data Refresh

How often does data refresh?

Data refreshes each time a campaign runs - either manually triggered or automatically scheduled. There is no continuous real-time refresh; Mentova measures visibility through discrete campaign runs.

When do automatic campaigns run?

If Auto-analysis is enabled on a brand, campaigns are triggered according to the selected frequency (daily, weekly, bi-weekly, or monthly). Available frequencies depend on your plan. The cron job runs daily at 6:00 AM UTC and evaluates eligible brands. See Automation.

Exports

How do exports work?

From any dashboard page, the Export button lets you download your data as CSV or PDF (report with tables and charts). Exports are available from the PRO plan. PDFs are generated client-side via jsPDF. See Exports.

Do exports include competitor data?

Yes. Exports include data for all tracked competitors in the context of the page being exported (main dashboard, Competitors page, etc.).

Anyone with the link can access the read-only shared view - no Mentova account required. The link provides access to KPIs, charts, and competitor data for the shared brand, without allowing any modifications. You can disable or regenerate the link at any time from Settings > Sharing. See Sharing.

No. The shared view only shows aggregated metrics (SoV, mention rate, charts). Raw prompts, campaign settings, and account information are not visible.

Team & Access

How do team roles work?

Mentova offers four roles: VIEWER (read-only), EDITOR (launch campaigns, manage content), ADMIN (manage members and brand settings), OWNER (all actions, including billing and deletion). Roles are assigned per brand, enabling granular access control on Agency plans. See Team Roles.

Can a team member access all brands?

This depends on the plan. Below the Agency plan, members have access to all brands in the organization. The Agency plan enables per-brand access management. See Team Roles.

Privacy & Security

Is my data private?

Yes. Your campaign data, results, and settings are stored privately and isolated per account. Mentova does not use your data to train AI models. Prompts are sent to model provider APIs via OpenRouter, subject to their respective privacy policies. See the Privacy Policy for full details.