Troubleshooting
Answers to common questions, and how to report a problem to our team.
Common questions
I didn't receive the confirmation or invitation email
Check your spam or junk folder first. On the confirmation screen you can ask for a new link after 30 seconds. Invitations expire after seven days; ask an Owner or Admin to cancel the old one and invite you again.
My file was rejected
Make sure it's a TXT, VTT, SRT or DOCX file, that it isn't empty, and that it's under the size shown in the upload area. TXT, VTT and SRT files must be saved as UTF-8. Very long meetings may exceed what can be analysed in one go; split the transcript into parts and upload them separately.
The analysis says "Not discussed" for a question I know came up
Open the evidence of related answers and look at how the topic was phrased. Questions that combine several things, or use your internal terms without explaining them, are harder to answer. See Write good questions and consider adding organisation context.
My analysis failed
Open the result to read the explanation and choose Retry analysis. If the same file keeps failing, report a problem from that page so we can look at it.
I can't edit or approve a result
Editing and approving are for Owners and Admins. Ask one of them, or ask them to change your role. See Roles and permissions.
I see a message about a limit
The number of analyses per person and per organisation is limited over an hour and a day. Wait a while and try again.
Report a problem
Choose Report a problem at the bottom of the sidebar, describe what happened (at least 10 characters) and send it. The page you were on and a reference number are attached automatically, and we reply by email.
If the app shows Something went wrong, try Try again first. If that doesn't help, use the Report a problem link on the error page; it already includes the reference we need to find the error.