Troubleshooting
Resolve common problems and contact support effectively
Use a safe recovery path for source, generation, sign-in and billing failures.
7 minute read All usersUpdated 15 August 2026
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Quick answer
Read the specific status, preserve the work, retry only after addressing the likely cause, and send support a concise reproduction with the visible request or job reference and no secrets.
Source upload or processing fails
- Confirm the file is a supported type, is not empty and is no larger than 50 MB.
- Read the source status and specific processing message.
- Replace a corrupt file or add the relevant content as pasted text when automatic reading is unsupported.
- Do not repeatedly upload duplicates while an earlier copy is still processing.
A document is slow or fails
- Check the combined queue because work continues after navigation or closing the site.
- Temporary capacity problems may retry automatically.
- For a failed job, inspect the selected sources, correct the problem and use Retry document.
- If the issue repeats, record the job ID, output type, approximate time and visible message.
Access, invitation or billing problem
- Use the newest password recovery or invitation email; older secure links may be invalid.
- For 2FA problems, confirm the authenticator device time is correct.
- After checkout, allow a short period for payment confirmation before contacting support.
- If a normal user cannot open billing or member settings, confirm whether their role permits that action.
What to include in a support request
- What you expected to happen and what happened instead.
- The shortest reliable steps that reproduce the issue.
- The page, browser/device, approximate time and workspace name.
- Any safe request ID, job ID or support reference shown by the product.
- Never include passwords, authentication codes, recovery links, API keys, card details or entire confidential documents.
Still need help?
Continue with the assistant or support team
The in-app assistant can explain the page you are using. For an account-specific problem, send support the expected result, reproduction steps and any safe request or job ID.