Running into an issue? Check the solutions below. If you don’t find what you need, contact support.

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Login & Access

  • Check your email and password — Make sure you’re using the correct credentials
  • Reset your password — Click “Forgot password” on the login screen
  • Check with your admin — Your account may have been deactivated or not yet set up
  • Check your spam/junk folder
  • Make sure you’re checking the correct email address
  • Wait a few minutes — emails can sometimes be delayed
  • Try clicking Resend on the verification screen
  • Contact your administrator if the issue persists
This means the feature hasn’t been enabled for your account. Contact your administrator to request access.

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Chat Issues

  • Check your internet connection — Ensure you’re connected
  • Refresh the page — A simple reload often fixes temporary issues
  • Try a new conversation — Start a fresh chat to rule out a conversation-specific issue
  • Check the model status — The AI provider may be experiencing downtime
  • Response speed depends on the AI model and the complexity of your question
  • Longer, more detailed questions naturally take longer to process
  • If consistently slow, your administrator may want to check the model configuration
  • Be more specific — Add context and details to your question
  • Check your Knowledge Base — Make sure relevant documents are uploaded and up to date
  • Remove outdated documents — Old or incorrect documents can lead to wrong answers
  • Try rephrasing — Different wording can sometimes yield better results

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Knowledge Base Issues

  • Check the file format — Only PDF, DOCX, PPTX, XLSX, CSV, and TXT are supported
  • Check the file size — Files must be under 200 MB
  • Try a different browser — Some upload issues are browser-specific
  • Check your internet connection — Large files need a stable connection
  • Processing usually takes seconds to minutes
  • Very large documents may take longer
  • If stuck for more than 30 minutes, try deleting and re-uploading the file
  • Contact your administrator if the issue persists
  • Make sure the document finished processing (status shows “Ready”)
  • Ask questions that are clearly related to the document’s content
  • If using Projects, make sure the document is uploaded to the correct project

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Integration Issues

  • Make sure you’re signing in with an account that has the right permissions
  • Your organization’s admin may need to approve the integration first
  • Try disconnecting and reconnecting the service
  • Data may take a few minutes to sync after connecting
  • Check that you selected the right folders, channels, or data during setup
  • If the connection has expired, click Reconnect to re-authenticate

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Still Need Help?

If none of the above solutions work, contact our support team with details about the issue, including:
  • What you were trying to do
  • What happened instead
  • Any error messages you saw
  • Your browser and operating system