Troubleshooting and support

Who this guide is for

Users diagnosing file, access, AI output or interrupted-action issues.

Before you begin

• Record the action time and timezone, screen, error message, expected result and last successful step.
• Preserve unsaved text in an approved organizational location before refreshing the page or signing out.

Work through the task

1. Classify the issue: sign-in/access, file/text, AI result, saving/export or usage. Describe the observed symptom in one sentence.
2. For sign-in or access issues, check the invited address, active account, company and workspace. For a missing file, check folders and filters before concluding it was deleted.
3. For empty or missing text, open the original: is text selectable and are the expected pages present? A scan is not extracted text; for formatting issues, compare tables and headings with the original.
4. For an incorrect AI answer, check the selected document and question, then compare the disputed clause with the source. For an interrupted action, open its saved result and current state before deciding whether to retry.
5. For save or export issues, reopen the document and compare its text with the downloaded file separately. If the issue persists, prepare a small non-personal sample and the steps taken for support.
6. Use the support channel available to your account. Apply a suggested action once in a controlled way; if it does not help, update the same support record with the new symptom and time.

Example

Check your result

• The issue and last successful step are clear, and account/scope were checked.
• Saved results were checked before retrying; the support record includes the error and time.
• No password, access key, private link or unnecessary document content was shared.

If something goes wrong

• For quota messages, follow the company, period and action checks in the Usage guide; refreshing does not change entitlement.
• If a screenshot is needed, obscure personal names, document text and private links while keeping the error readable.
• When connectivity returns, do not automatically restart the action. If no result is saved and state is unclear, ask support to confirm the action state.

What still needs confirmation

This guide does not guarantee automatic recovery, OCR, credit refunds or support response times.