Good support starts with enough detail to reproduce the problem and as little sensitive information as possible. You should never need to send a WordPress password, hosting login, database password, Google Client Secret or refresh token just to explain an NCI issue.
Check the documentation first
If the issue is about first setup, start with Getting Started. For file problems, see Keyword Import. For OAuth or property-sync problems, use the Search Console setup guide and the FAQ & Troubleshooting page.
What to include in a support request
A concise report usually gives us more to work with than a long description without technical context. Include:
- NCI version — for example, 0.4.0 or 0.4.1.
- WordPress version.
- PHP version.
- The NCI screen or tab where the problem occurs.
- The action you took immediately before the problem.
- The exact error message, copied as text where possible.
- Steps to reproduce it from a normal starting point.
- Whether the problem happens consistently or only with one file, property or date range.
For Site Audit problems
Tell us what you expected NCI to scan and what appeared different. Mention the content type and status involved—for example, published pages, drafts or scheduled posts. If one specific URL seems to be missing, send the public URL or post ID if it is safe to share. Do not send a database export as the first troubleshooting step.
For keyword-import problems
State whether the file is CSV, XLSX or JSON, the approximate number of rows, and the names of the relevant columns. If the problem can be reproduced with a tiny sample containing non-sensitive keywords, that is much safer and easier to test than sending an entire commercial research set.
If a volume or difficulty column is blank after import, confirm that the source file actually contains those values. NCI does not invent them when they are absent.
For Search Console problems
Say whether the problem occurs while saving credentials, authorizing Google, listing properties or syncing data. Include the exact Google error code if one appears, such as redirect_uri_mismatch.
You may tell us the Search Console property name if it is public, but never send the Google Client Secret, refresh token or access token. If a secret has been exposed, rotate it in Google Cloud rather than relying on the support conversation to keep it safe.
For result or scoring questions
Send the decision label and enough non-sensitive context to explain why it looks wrong. For example: “NCI marked this idea Already Exists and suggested URL X, but the existing page is a commercial service while the imported query is informational.” That gives us a useful intent problem to inspect.
Remember that Pillar Score and Opportunity Score are NCI’s internal prioritization signals. They are not Google ranking guarantees. A disagreement with the score can be valid if the business or editorial context is something the plugin cannot infer.
Use staging when reproduction could affect a live site
NCI itself does not automatically edit your content, but troubleshooting a larger WordPress problem may involve plugin changes, cache changes or repeated imports. On a business-critical site, reproduce safely on staging when practical and keep a current backup before making unrelated technical changes.
What not to send
- WordPress administrator passwords.
- Hosting or control-panel passwords.
- Database credentials or full database dumps unless there is a separately agreed secure reason.
- Google OAuth Client Secrets.
- Access or refresh tokens.
- Private customer or employee data unrelated to the problem.
- API keys from unrelated services.
Contact TopNotch about NCI
For a reproducible plugin problem or implementation question, use the TopNotch contact page for Notch Content Intelligence. Include the diagnostic details above and state whether you are asking about the free plugin itself or hands-on implementation for your website.
Support cannot promise a ranking outcome or make an editorial decision on evidence that has not been reviewed. When the issue is about content strategy rather than a software error, provide enough context to distinguish the two.
For release history, see the NCI Changelog. Return to the Documentation hub.