Troubleshooting

Purpose

This guide helps customers diagnose common issues before escalating to support.

Sign-In And Access Problems

If you cannot sign in or access the correct area:

• confirm you are using the right account;
• confirm you are entering the correct organisation or workspace context;
• ask your administrator to verify your invitation or role;
• check whether the issue affects only you or multiple users.

Missing Features Or Permissions

If a feature is not visible:

• confirm your user role;
• confirm your organisation's current plan and entitlement scope;
• confirm the feature is currently enabled for your customer environment;
• ask your administrator whether access should be expected.

AI Output Concerns

If AI-assisted output seems incomplete or incorrect:

• compare the output with the original source material;
• retry with clearer or smaller inputs if appropriate;
• avoid treating the result as final without review;
• raise repeatable issues through support.

Upload Or Evidence Problems

If documents or evidence are not behaving as expected:

• check file format, size, and completeness;
• retry the action after confirming network stability;
• capture the exact error message if one is shown;
• note whether the issue is isolated or consistent.

Integration Problems

If an integration is failing:

• confirm you are using supported interfaces;
• capture timestamps and request details;
• confirm which organisation and environment are affected;
• check whether the failure is intermittent or consistent.

Performance Or Availability Concerns

If the platform appears slow or unavailable:

• note the time the issue started;
• note which page, action, or workflow is affected;
• check whether the issue affects one person, one team, or the whole organisation;
• consult published status or support channels where available.

What To Include In A Support Request

To speed up support:

• include your organisation name;
• describe the affected feature or page;
• include timestamps;
• include screenshots or exact error text where safe to share;
• explain the business impact.