FAQ and troubleshooting
Signing in
"Invalid credentials" but I'm sure the password is right. Check for a stray space or caps lock (the eye icon reveals the field). If it persists, use Forgot your password? to reset.
My account is locked. Five failed attempts lock the account for 15 minutes. Wait it out (or reset your password). Administrators can also see a LOCKED status on the user list.
The password-reset email hasn't arrived. Check spam, and confirm you used the address your account is registered under. For security the confirmation page looks the same either way, so a typo'd address fails silently. Request again with the correct address.
I was signed out when I opened a new tab. Sessions are per-tab and normally re-establish automatically. If you're returned to the sign-in page, your longer-lived session had expired — just sign in again.
Documents
My document is stuck in QUEUED or PROCESSING. Most documents index in under a minute; large files take longer. If one sits for much longer, check the Processing issues card on the dashboard and the document's timeline. A FAILED document can be retried with Reprocess.
My upload FAILED. Confirm the file is PDF/Word/Excel (under 50 MB) or Markdown/plain text (under 5 MB, UTF-8 encoded), and opens correctly on your machine. Scanned image-only PDFs extract poorly — a text-based export from the source system beats a scan. Then Reprocess from the details page.
Chat doesn't seem to know about a document I just uploaded. Only INDEXED documents answer questions. Check its status in the library — amber statuses mean it's still working through the pipeline.
I can't see the upload button at all. Uploading needs the Member role or higher; Viewers are read-only. Your role is shown on your profile.
I deleted a document by mistake. Deletion is permanent — re-upload the file. It will be processed as a new document. Next time, prefer Archive for anything you might want back.
Answers
The answer says "Insufficient Data" but I know we have a document on this. Check the document is INDEXED, then try rephrasing towards the document's own vocabulary. If it still misses, open the document's chunks to confirm the content actually extracted (scans and complex layouts sometimes don't).
An answer looks wrong. Follow its citations — the excerpt shows exactly what the source says. If the source itself is outdated, upload the current version of the document (New version). If the citation doesn't support the claim, report it to your administrator; the query log preserves the full answer and sources for review.
Why won't it answer from general knowledge? By design. Answers come only from your organisation's documents so that every claim is verifiable — that's the zero-hallucination promise. If you need the system to know something, upload it.
Answers feel slow. Composing a cited answer involves retrieval plus generation — a few seconds is normal. Chat history and Search are quicker for simple look-ups.
Administration
A new starter can't sign in. Check their account status on the user list: CREATED/ONBOARDING means they haven't finished onboarding (re-send the onboarding email); UNVERIFIED means the verification email is outstanding; SUSPENDED means access was removed deliberately.
We've hit our document / seat / API limit. The meters in Organisation settings show what's consumed. Free up quota (delete documents, archive users) or upgrade the plan.
An integration stopped working. Check its API key: expired keys show Expired in the list, and revoked keys fail immediately. Create a fresh key, update the integration, and name keys per-system so this is painless next time.