Troubleshooting

Common messages and what to do about them. The text in quotes is exactly what you'll see in the app.

Sign-in

"Invalid email or password." Your email or password is wrong. Use Forgot password to reset, or check you're using the right workspace. If you were invited, set your password from the invite link first.

Uploading documents

"empty upload" The file had no content. Re-export it and try again.

"… bytes exceeds 52428800" (file too large) Files must be 50 MB or smaller. Split or compress the document.

A document stuck in needs_ocr The PDF is a scan/image with no extractable text layer. Scanned/image-only PDFs aren't processed automatically yet — re-upload a text-based PDF or a DOCX.

A document in failed Extraction errored. Try re-uploading; if it keeps failing, contact support with the file name.

Running briefs

"An active subscription is required to run briefs — see /pricing or contact [email protected]" Your workspace isn't on an active subscription or trial. See Billing and plans or email [email protected].

"No analyzed documents yet — upload a document and wait for extraction to finish (usually under a minute)." You need at least one document showing extracted. Wait for extraction to complete, then run the brief.

Brief seems stuck "Your brief is being generated — usually 1–3 minutes. This page doesn't auto-refresh; check Briefs shortly." Reload the Briefs page after a couple of minutes.

Account & settings

"Current password is incorrect." — re-enter your current password. "New password must be at least 10 characters." — choose a longer password. "You cannot deactivate yourself." — ask another workspace admin to change your access.

Billing

"No billing account yet — your plan is invoiced by Devaland." Your plan is invoiced directly rather than through the self-serve Stripe portal. Billing questions: [email protected].

"Billing portal is temporarily unavailable." A transient error reaching Stripe. Try again shortly; if it persists, contact support.

Still stuck?

Use the in-app assistant (it answers from these docs) or email [email protected]. We aim to respond within 1 business day (Starter), with priority handling (Growth) and same-business-day response (Scale), Monday–Friday, 9–5 EET. These are response targets, not a contractual SLA.