> For the complete documentation index, see [llms.txt](https://evidano.gitbook.io/ailyze-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://evidano.gitbook.io/ailyze-docs/troubleshooting/social-media-web-data-issues.md).

# Social Media & Web Data Issues

Fixes for problems collecting social media and web data, and how to resolve them.

This page helps you fix problems that come up when you extract data from URLs.

## "My URL is flagged as invalid"

Some web-address endings aren't supported yet. Endings like `.com`, `.org`, `.tv`, and `.gov` work best; links ending in `.net`, `.io`, `.co.uk`, or `.de` may be rejected. If a link is turned away, try the `.com` version of the address.

1. Compare your link with the **URL form** shown on the platform's card.
2. Try the `.com` version of the same site if it has one.
3. Use **Auto-detect Platform** with the exact post or page URL, and fix any line listed under "These lines will be skipped unless fixed:".
4. Check the platform's badge: one marked **Unavailable** cannot be collected at all.

For more on this step, see [Collect social media and web data](/ailyze-docs/collect-research-data/collect-social-media-and-web-data.md).

## "No data came back, or the wrong data did"

The extractor pulls from whatever the link points at, so a link to the wrong page returns the wrong data.

1. Point the URL at the exact object you want — a specific video, post, product, or search/hashtag page — matching the extraction type.
2. Turn on **Auto-detect Platform** so each URL is routed correctly.
3. Check the card's **Data fields you'll get** and **Preview sample output** to confirm it's the source you expect.
4. On the **Review URLs** table, use **Choose a mode** to switch a link from, say, posts to comments before you start.

## "I can't set the number of comments or a date range"

The batch settings live under **Advanced options** on the Add URLs step, and not every platform honours them.

1. Open **Advanced options** and set **Max items per URL**, **Include replies**, and **From date** / **To date**.
2. If a platform ignores the date filter (the panel says which do), put the limit into the link instead, for example an X (Twitter) search using `since:` and `until:`.

## "It's still processing"

Extraction runs in the background, so larger requests simply take longer and you do not have to keep the page open.

1. Leave the page if you like; the results are emailed to you and saved under **History**.
2. Back on the page, wait for **Extraction Complete!**, then use **Download ZIP file**.
3. A run you no longer want can be stopped from **History** with **Cancel extraction**.

## "I was charged or hit the free limit"

Your first URL extractions are free (the allowance is in [Plans, Limits & Credits](/ailyze-docs/reference/plans-limits-and-credits.md)), and beyond that the app charges from your wallet after you confirm.

1. Confirm the charge before you submit; only URLs that return data are billed, and unbilled runs show a **Not charged** chip in **History**.
2. Top up when a short wallet shows an **Insufficient Balance** card. If a top-up fails, the card shows the card's decline reason; click **Update payment method** to change cards, then try again.
3. Remember that each run of a schedule on the **Scheduled** tab consumes URL extractions too.

For the rate, see [Plans, Limits & Credits](/ailyze-docs/reference/plans-limits-and-credits.md).

## "What's in the ZIP?"

The download bundles one file per URL, and the file type depends on the source.

1. Expect an XLSX, a JSON, and a CSV file per social or structured URL, with columns that vary by source.
2. Expect one Word document per general web page.
3. So a mixed batch gives you spreadsheets and Word documents side by side inside `extracted_data.zip`.

## "How do I analyze it?"

Your downloaded files aren't analyzed yet — you start the analysis yourself after downloading.

1. Click **Analyze now** on the completion card, or **Analyze this extraction** in **History**, then pick a workflow under **Select Analysis**.
2. For spreadsheets, choose **Use AI to generate themes** or **Enter themes manually**, then **Create Project**; the data is carried over without a re-upload.

For a full walkthrough, see [Analyze social media discussions](/ailyze-docs/common-research-workflows/analyze-social-media-discussions.md).

## Responsible use

Collecting other people's data carries legal duties, so stay within what is allowed.

1. Only collect **publicly available** data.
2. Follow each platform's terms and the data-privacy laws that apply to you (such as GDPR and CCPA).
3. Don't collect personal data without a lawful basis.