Support

Instagram and TikTok change their sites from time to time, and when that happens the extension can stop collecting videos until we release an update. Try these first:

• Hard refresh the profile tab (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows) and click Rank Now again.
• Reload the extension at chrome://extensions, then refresh the profile tab. Chrome needs this after the extension updates itself.
• Check you're on the right page: the creator's Reels tab on Instagram or Videos tab on TikTok, not a single video.

Still not sorting? Email us with the profile link and a screenshot. If Instagram or TikTok changed something on their side, we usually have a fix out within a day or two, and your message helps us catch it faster.

Step 1: Connect the extension to your account

The easiest way: open How to Get Started in your dashboard sidebar and click Connect extension. That's it. The workspace links the extension to your account for you, nothing to copy or paste.

Prefer to do it by hand, or the button can't find the extension? Then:

1. Open Settings in ViewRank AI and copy your API key.
2. Click the ViewRank icon in your Chrome toolbar, open the menu (⋮), and go to Settings.
3. Paste your API key and save.

Step 2: Sort videos, then send to your workspace

1. Go to Instagram or TikTok and open a creator's video feed (Instagram Reels tab or TikTok Videos tab).
2. Click the ViewRank extension and press Rank Now to sort their videos by views, likes, comments, and more.
3. In the sorted results overlay, pick the videos you want and click ViewRank AI to send them to your workspace.

If you create a new API key later, the old one stops working. Click Connect extension again, or paste the new key into the extension, and imports resume.

With the ViewRank extension: Instagram Reels and TikTok videos. The extension can also rank Instagram posts and TikTok photo posts right on the profile page.

Directly in your workspace: paste a public Instagram, TikTok, or YouTube Shorts link. Videos must be vertical and under 3 minutes.

Your own files: open Transcriptions in the sidebar and use the Upload File tab. It accepts MP4, MOV, MP3, or WAV files up to 25 MB.

A Project is one account, niche, or brand you create content for. When you generate ideas or scripts, pick the right project so the AI matches that audience and tone. Starter plans include up to 3 projects; Pro plans include unlimited projects. You can manage projects from your dashboard sidebar.

Visual Analysis breaks a video down scene by scene so you can see how it was shot, cut, and paced. You get:

• A quick overview: the video's format in a few words, plus the reasons it worked.
• The hook on its own: the transcription, the visuals, and our comment on why it stops people scrolling.
• Scene by scene: every scene with a still frame from the video, the transcription, the visuals, and our comment on the job that scene does.
• Our overall remark: the shape the whole video is built on, so you can reuse it on your own topic.

Click Visuals on any video to start one. It runs in the background, usually a minute or two, so you can browse your library or close the tab and come back when it's ready.

Viral Tracker watches the creators you pick, on Instagram or TikTok, and tells you when one of their new videos clearly beats their own usual numbers. Open Viral Tracker in the sidebar, click Track an account, and paste a profile link. Every tracked account gets re-checked about every 3 days, hands off, and the orange badge in the sidebar counts new finds.

Starter tracks up to 2 creators and Pro tracks up to 5. Stop tracking someone and the slot frees up instantly, and the outliers you already found stay in your list. Bringing an outlier into your workspace doesn't use a credit; only the tools you run on it do.

Everything lives in Settings, where you can see your current plan and usage.

• Upgrade to Pro: takes effect right away. You're only charged the difference, and your remaining credits grow to Pro's limits.
• Manage billing: opens Stripe in a new tab, where you can switch back to Starter, change between monthly and yearly, update your card, or view invoices.
• Going back to Starter: waits until the month you've paid for ends, so you keep Pro until then.
• Canceling: stops future renewals. You keep access until the end of what you've paid for. Payments are non-refundable except where required by law, per our Terms of Service.

Stuck on anything billing related? Email viewrank@metlymedia.com.

• Make sure the extension is connected to your account. The quickest fix: open How to Get Started in your dashboard sidebar and click Connect extension. This sorts out a wrong or outdated API key in one click.
• Confirm you're signed into ViewRank AI in the same browser you're using for Instagram or TikTok.
• Refresh the Instagram or TikTok page, open the creator's Reels or Videos tab, click Rank Now in the extension, then send from the sorted overlay.
• If sorting doesn't start, check that the extension is turned on in Chrome and you're on a profile's video feed, not a single reel page.
• If the extension recently updated, reload it at chrome://extensions, then hard refresh the profile tab and try again.

If imports still fail, email support with a screenshot of the page and we'll walk you through it.

Start with these simple fixes:

• Refresh the page and sign in again.
• Check you're on app.viewrankai.com and signing in with the email you signed up with.
• Try a private/incognito window to rule out an old login session.
• Log out, close every ViewRank AI tab, then open the app fresh.

If Settings or your dashboard still won't load, email support with your account email and a screenshot of any error message you see.