Why isn't a question in my knowledge base?

The Answers tab lists only answers whose every sentence comes from your own pages, your help centre or your own words. Anything else stays out, so nothing goes on your site that your business never said.

Not in your knowledge base yet

Below the answers, open Not in your knowledge base yet. Each question there says why in one line:

What it says	What happened
Your site doesn't say. Tell us the answer and we'll add it.	None of your pages or help articles answers it
Part of this answer isn't on your site. Check it or write it yourself.	Too much of the written answer couldn't be traced to your site to cut it and keep the answer
Your site changed since we wrote this. Check the answer or rewrite it.	The weekly check found that a price or policy it quoted is no longer on your page
Waits until your site is live.	It was written from your plans for a site that isn't live yet
We're still checking this one.	It was written but not checked yet; look again once the build has finished

These questions are optional. To add one, press Answer, type the answer in a sentence or two and press Add to My Knowledge Base. It's published as you wrote it and joins the list. The page also shows what we did find on your site, for you to copy from.

For an answer that is partly there, you can instead fix it sentence by sentence on its page: Remove Sentence cuts a sentence we couldn't find on your site, It's True, Keep It keeps it as your own words, and Edit opens the whole answer.

For a planned site, take the site live, then say on the Facts page which of the facts from your plans still hold.

Not a question for your business? Press Leave It Out on its page and it drops off the list.

Your site says two different things

If your site states a price or policy two different ways, we use neither until you pick the right one on the Facts page (Every fact the answers use, at the foot of the Answers tab). The answers that need it join the list once you do.

It's in the list but unticked

You, or your client through the review link, unticked it. It stays out of everything you publish. Tick it and press Save or Publish.

It isn't anywhere on the Answers tab

• It didn't fit the size you bought. It's under More questions you could add, at the foot of the Answers tab. Tick it and we write it for 2 credits, refunded if your site and your own words can't answer it.
• Your own pages already answer it. It's listed under Already answered on your site on the same page, and doesn't count toward the answers you bought.
• It was never in the question map. Add it under Add your own question on the same page.
• It compares you with a competitor. Answers never name competitors, so these questions are set aside. Search phrases and login help are dropped too.

On medical, legal and money sites

On a site about money, health, legal matters or safety, the answers in your list go out once your named reviewer approves them on the Publish page, all at once. See On medical, legal and money sites.