Troubleshooting and support
Resolve upload, processing, chat, connector, sign-in, and billing problems.
Start with the exact error and the item it affects. A file problem, expired connection, and usage limit need different fixes.
Uploads and processing
- Check the supported format, file size, and page limit.
- Keep the connection active while uploading. Refresh to check status before starting another upload.
- Check Usage. Imports need available processing allowance or credits.
- For a damaged file, download or export a fresh copy from its source application.
- For a password-protected file, upload an unlocked copy you are authorized to use.
- If Word or PowerPoint content extracts poorly, try a PDF export from the original application.
Abstract only usually means the full paper was not available from the imported link. Upload a full PDF through your authorized access. Content unavailable means readable content was not obtained. Check the failure message before retrying.
Scanned PDFs need OCR. Anara's OCR fallback is available on Pro and above. If your plan or the file prevents OCR, upload a searchable PDF with a text layer. A processing failure does not always mean the file is empty.
Missing or incorrect answers
Check the source controls and the file's full-text status. Ask the question with a file or folder mention, then open the citations and compare them with the answer. For a wrong claim, identify the passage and explain the discrepancy in a follow-up. Use the response feedback controls to report the problem.
If an answer stops early, ask it to continue. For a failed response, retry or choose another available model. Persistent errors belong in a support report rather than repeated identical requests.
Connectors
Open Settings > Connectors and check the account and status. Reconnect expired authorizations. For work or school Microsoft accounts, administrator consent may be needed. Imported copies do not update automatically when the source changes; import the updated content.
Sign-in and devices
Use the same account and sign-in method you used before. If already signed in, Settings > Account > Clear cookies can reset local session state; it signs you out. For a lost authenticator, use your saved backup codes or contact support. See account security.
Billing and usage
Check the selected workspace, then Settings > Billing and Settings > Usage. A credit top-up is a separate charge from a subscription. Apple subscriptions are managed through Apple. See plans and billing and usage and credits.
Contact support
Open Support at the bottom of the sidebar and choose Contact us for account, billing, or technical help. Use Send feedback for a bug report or product suggestion.
Include your account email, the task you attempted, the exact error, the file or connector involved, and steps to reproduce it. For an unexpected charge, include the date, amount, and receipt. Never include your password, backup codes, or access tokens.