Document Upload Issues
If you're experiencing problems uploading documents to DocuAsk, try these troubleshooting steps:
Check Document Format and Integrity
Verify supported formats: Ensure your document is in a supported format (PDF, DOCX, PPTX, or XLSX).
Check for corruption: Make sure your document isn't corrupted. Try opening it in its native application to verify it works properly.
Check file size: Confirm that your document doesn't exceed the size limit for your subscription plan (50MB for Archive Alchemist, 100MB for Quantum Quill).
Optimize Upload Process
Upload fewer documents: If you're uploading multiple documents at once, try uploading fewer documents at a time.
Use a stable internet connection: Ensure you have a stable internet connection when uploading documents.
Try a different browser: If you continue to experience issues, try using a different web browser.
Get Support for Upload Issues
If you've tried the steps above and are still experiencing upload issues:
Contact support: Send a message in the Intercom chat (located in the bottom right corner of the screen) for our support team to help.
Provide details: Include information about the document format, size, and the specific error message you're seeing (if any).
Answer Quality Issues
If you're not getting the quality of answers you expect from DocuAsk, consider these troubleshooting steps:
Insufficient Sources Error
If you see a message about insufficient sources on the Ask page:
Use more specific terminology: The semantic search didn't have enough results, which might mean your question isn't using the right terminology from your documents.
Rephrase your question: Try rewording your question to better match the language used in your documents.
Check document content: Ensure your documents actually contain the information you're asking about.
General Answer Issues
For other issues with answer quality:
Follow error message guidance: Pay attention to any error messages and follow the suggestions provided.
Try more specific questions: Break down complex questions into simpler, more specific queries.
Contact support: If you continue to experience issues, send a message to Intercom (bottom right) for assistance.
Billing and Subscription Issues
If you encounter issues related to billing or your subscription, follow these steps:
Charges After Trial Ended
If you were charged after your free trial ended:
Verify cancellation timing: Check that you cancelled before the free trial ended.
Review account activity: Ensure there's nothing fraudulent on your account.
Check for errors: Make sure there were no errors in the cancellation process.
Contact support: Send a message on Intercom (chatbot in the bottom right) for assistance with billing issues.
Other Subscription Issues
For other subscription-related problems:
Check subscription status: Verify your current subscription status in your account settings.
Review payment method: Ensure your payment method information is current and valid.
Contact support: For any billing or subscription issues, contact our support team through Intercom.
Contacting Support
The best way to get help with any issues not covered in this guide is to contact our support team:
Use Intercom chat: Click on the chat icon in the bottom right corner of any DocuAsk page.
Provide detailed information: Include specific details about the issue you're experiencing, including any error messages.
Include account information: Provide your account email and subscription type to help us assist you more quickly.
Our support team is committed to helping you resolve any issues you encounter while using DocuAsk.