Troubleshooting Common Issues
Find solutions to common problems you might encounter while using ISMS Copilot.
Authentication & Login Issues
Can't Log In with My Credentials
Error: "Error signing in" or "Invalid credentials"
Possible causes and solutions:
Wrong password - Double-check your password (it's case-sensitive)
Caps Lock on - Verify Caps Lock is off
Wrong email - Confirm you're using the correct email address
Account not verified - Check email for verification link if you just signed up
Try:
Click "Forgot your password?" and reset your password
Clear your browser cookies and cache
Try a different browser
Use incognito/private mode
OAuth Sign-In Failed (Google or Microsoft)
Error: "Authentication Error" or "Error signing in with Google/Microsoft"
Try:
Verify you're using the correct Google or Microsoft account
Check that you approved the permissions request
Try using a different authentication method (email or alternate provider)
Clear browser cookies and try again
Contact support if the issue persists
Password Reset Not Working
Error: "Error" or reset email not received
Try:
Check spam/junk folder for reset email
Wait 5-10 minutes for email delivery
Verify you entered the correct email address
Request a new reset link if the first one expires
Try a different email if you have multiple accounts
Chat & Messaging Issues
AI Response Taking Too Long
Error: "AI response is taking longer than expected. Please check back later or try again."
Why this happens:
Complex questions require more AI processing time
Large uploaded files take longer to process
Temporarily high server load
Network connectivity issues
Try:
Refresh the page and check if the response came through
Try asking a simpler question
Break large documents into smaller files
Try again in a few minutes
If the issue persists, contact support
Can't Send Messages
Symptoms:
Send button is disabled or grayed out
Button shows loading state but nothing happens
Error message appears
Try:
Check if message is empty - Type something in the input field
Check if file is uploading - Wait for file to finish uploading (green box)
Refresh the page - Close and reopen the chat
Check internet connection - Ensure you're connected to the internet
Clear browser cache - Delete cookies and cache, then refresh
Try a different browser - Test in Chrome, Firefox, Safari, or Edge
Daily Message Limit Reached
Error: "Daily message limit reached. Please upgrade to premium for unlimited messages."
Why this happens: Free plan users have a daily limit on messages.
Try:
Upgrade to Plus - Get unlimited daily messages
Wait for tomorrow - Your limit resets daily
Ask fewer questions - Use your limit strategically
Make each question count. Include all context you need to avoid follow-ups.
AI Forgets Previous Context
Problem: AI responses seem unrelated to previous messages in the conversation
Try:
Verify you're in the correct thread - Check the conversation title
Check workspace selection - Make sure you haven't switched workspaces
Refresh the page - Reload conversation history
Recap context in your message - Include background info in your next question
File Upload Issues
File Too Large
Error: "File 'filename.pdf' is too large (15MB). Maximum size allowed is 10MB."
Try:
Compress the file - Use file compression tools
Split the document - Break into multiple smaller files
Remove images - Delete non-essential images to reduce size
Convert format - Try a different file format (PDF to text, etc.)
Unsupported File Type
Error: "Unsupported file type. Please upload TXT, CSV, JSON, PDF, DOC, DOCX, XLS, or XLSX files."
Supported file types:
Documents: PDF, DOC, DOCX
Spreadsheets: XLS, XLSX
Data: CSV, JSON
Text: TXT
Not supported: Images (JPG, PNG), videos, audio, executables
Try: Convert your file to a supported format (e.g., export Excel to CSV, Word to PDF)
File Upload Failed
Error: "Failed to upload file"
Try:
Check internet connection - Ensure you're connected
Try a different file - The file might be corrupted
Check file format - Verify the file type is supported
Reduce file size - Try a smaller file
Refresh and retry - Close and reopen the chat
Duplicate File Error
Error: "File 'filename.pdf' is already uploaded for this message"
Why: You've already uploaded this file (same name and size) to this message
Try:
Click the X button to remove the existing file
Upload a different file
Or ask your question about the existing file without uploading again
One File at a Time Only
Error: "Please upload one file at a time"
Why: ISMS Copilot processes one file per message
Try:
Wait for the current file to finish uploading (green box)
Send your message with the first file
Start a new message for the second file
Workspace Issues
Cannot Create Workspace
Error: "Error creating workspace"
Try:
Refresh the page
Verify you're signed in
Use a shorter workspace name
Clear browser cache and try again
Workspace Disappeared
Problem: Previously created workspace is gone
Why: Based on your data retention settings, old workspaces may be automatically deleted
Try:
Check "View all workspaces" to see if it's still there
Adjust your data retention settings to keep workspaces longer
Create a new workspace with the same name
Cannot See All Workspaces
Problem: Missing workspaces from the list
Why: The sidebar only shows 3 recent workspaces
Try:
Click "View all workspaces" to see the complete list
Use that page to find and manage all workspaces
Browser & Technical Issues
Page Won't Load
Error: Blank page or infinite loading
Try:
Hard refresh the page: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
Clear browser cache and cookies
Disable browser extensions (try private/incognito mode)
Try a different browser
Check your internet connection
Interface Not Responsive
Problem: Buttons don't respond, text won't input
Try:
Refresh the page
Clear browser cache
Disable browser extensions
Try a different browser
Wait a moment (page might still be loading)
Mobile Display Issues
Problem: App doesn't display correctly on phone/tablet
Try:
Rotate device to landscape mode
Use desktop version instead
Update your mobile browser
Clear mobile browser cache
Can't Drag and Drop Files
Problem: Drag-and-drop isn't working
Try:
Use the paperclip button instead to upload files
Check if your browser has drag-drop disabled
Try a different browser
Make sure you're dragging from a file manager, not a browser tab
Subscription & Payment Issues
Upgrade Didn't Work
Error: Payment error or upgrade not reflected
Check:
Check your email for payment confirmation
Verify your subscription status in Settings
Wait a few minutes (it can take a moment to activate)
Refresh the app after 5 minutes
If payment failed, you'll see:
"Payment session not found" - Try again from the app
"Payment was not completed successfully" - Check your payment details
"User identification failed" - Sign out and back in, then try again
Subscription Status Wrong
Problem: Shows as Free but you paid for Plus
Try:
Refresh the page
Sign out and back in
Check "Manage Subscription" in Stripe portal for actual status
Contact support with your subscription details
Getting Help
When to Contact Support
Contact support if you:
Still have errors after trying the solutions above
Encounter repeated technical problems
Have billing or subscription questions
Want to report a bug or issue
Need urgent assistance with compliance work
How to Contact Support
Use the help menu in ISMS Copilot:
Click your user avatar (top right)
Select "Help Center" or "Contact Support"
Fill out the support form with your issue details
Include in your report:
Description of the problem
Steps to reproduce the issue
Browser and device information
Screenshots if helpful
Error messages you received
Still Need Help?
Check the FAQ section
Join the community forums
Check the status page for known issues
Email support directly from the help menu