Troubleshoot connections and contact Keyword Intelligence support

Start with the exact message shown in Keyword Intelligence. Connection problems, missing listing fields, and unavailable keyword metrics have different causes.

Apple rejects the key

• Check that the Key ID and .p8 file belong to the same key.

• For a team key, check the Issuer ID and remove accidental spaces.

• For an individual key, select the individual-key option; it does not use an Issuer ID.

• Confirm that the key has not been revoked and can access the intended Apple team and apps.

If the message concerns permissions, review the metadata access required by the connection guide. Do not assume that creating a higher-privilege key is the solution to every failure.

The connection request times out

The key may already have been saved even if the browser did not receive the final response. Use Retry connection check when available and inspect the saved connection before submitting again. If too many attempts are reported, wait a few minutes before retrying.

An app or listing is missing

1. Confirm the connected Apple team and app access.

2. Use Refresh apps in Settings.

3. Check that the app is selected under Active for research.

4. Open the app and check the selected platform, version, and listing language.

An unreleased app may not have public artwork or a first-release date. Unavailable listing data is not the same as an empty Apple field. Refreshing the app catalog does not activate keyword ranking or popularity providers.

Keyword results are missing

Check Data and model status and the individual result’s explanation. A model awaiting publication, unvalidated organic collection, or insufficient history cannot be fixed by repeatedly reconnecting your metadata key.

Contact support

Open Support in Keyword Intelligence and choose Contact support, or email support@emonster.com with the subject Keyword Intelligence Support.

Include:

• The page and action you were using.

• The exact error text and approximate time, including timezone.

• The app ID, keyword, storefront, language, and device when relevant.

• What you expected, what happened, and whether it happens again.

• A screenshot with unrelated personal or confidential details removed, if it helps explain the issue.

Never include private key files, passwords, recovery codes, one-time sign-in codes, or access tokens. For a sensitive unreleased app or keyword, start with the error and a general description; share only the details needed to investigate through the agreed support channel.