Troubleshooting

Find the message you see in the app, then follow the fix. If the problem persists, contact support and include the message and what you were doing.

Message	Cause	Fix
We could not reach the sign-in service. Please try again.	The sign-in service did not respond.	Select Retry. Check status.annota.ai if it keeps failing.
The code is invalid or expired. Check the latest email you received.	The code was mistyped, is older than 10 minutes, or was replaced by a newer one.	Use the code in the most recent email, or select Send a new code.
Too many attempts. Wait a few minutes and try again.	Too many codes or attempts in a short time.	Wait a few minutes before trying again.
Sign-in canceled. Try again or choose another method.	You closed or denied the Google or GitHub prompt.	Start again, or use an email code or a passkey.
Your email address is not verified yet.	Your account email has not been verified.	Open the verification email, then select Reload.

If you do not receive the code, check your spam folder and make sure you typed the address you used to create the account.

Uploads

Message	Cause and fix
The file exceeds the upload size limit	Each file can be up to 100 MB. Compress or split the file.
The file type is not supported	The dataset type does not accept this format. Check the supported formats in Upload images and documents.
The PDF exceeds the 1,000-page limit	Split the PDF into smaller files.
The PDF is invalid or could not be processed	The PDF is damaged or cannot be read. Export it again from the source application.
The image could not be processed	Images can be up to 16 megapixels and 8,192 px per side. Resize the image.
The document could not be read or has no text	The text file is empty or unreadable. Save it again in a supported format.
The file exceeds the size limit: a text document can hold up to 1 MB of text	Split the text into several files.
The audio file could not be read	The recording is damaged or not a real MP3, M4A, or WAV file. Convert it again.
Upload to storage failed / Upload failed	The upload was interrupted. Retry the failed files; completed files are already in your dataset.
Not enough credits for this upload	Processing these files costs more credits than your balance. Processing stops when credits run out. Add credits or upload fewer files.
Storage is full	Your organization reached its storage capacity. Delete content you no longer need, or add storage in Billing.

Message	Cause and fix
OCR processing failed / Transcription failed	No page or part could be processed. Select Retry unfinished pages or Retry transcription.
Some pages need another attempt	Some pages failed. Select Retry unfinished pages, or pick one page and select Retry page. Completed pages are not charged again.
OCR paused: insufficient credits	Your organization ran out of credits. Add credits, then retry the unfinished pages.
Save your edits before retrying OCR.	You have unsaved corrections. Save the page first.

Message	Cause and fix
The last sync failed. It retries automatically.	A temporary error. Wait, or select Retry.
Out of credits. Waiting documents are indexed after a topup.	Indexing needs credits. Add credits and the waiting documents are indexed.
Text extraction is not complete yet.	The document is still in OCR. Wait for OCR to finish, or fix it if OCR failed.
The document could not be indexed.	Select Retry. If it fails again, contact support.
Unreadable, or beyond the knowledge base limits.	The document was excluded. Check the file and the limits in Knowledge bases.

Message	Cause and fix
Out of credits. Manage your plan and topups in Billing.	The organization has no credits left. Owners and admins can select Buy credits in Billing, or wait for monthly credits to renew.
Out of credits. Ask an organization admin to top up.	You are a member without billing access. Ask an owner or admin.
Weekly limit reached and credits used up	Your weekly Brain chat allowance and the organization credits are both used up. Add credits or wait for the reset date shown.
Member limit reached / Dataset limit reached	Your plan’s limit is reached. Remove members or datasets, or change plan in Billing.

Message	Cause and fix
This question took too long.	Try again, or narrow the question to one document or a specific point.
The connection was interrupted.	Retry to recover the answer.
The answer was interrupted because the service restarted.	Ask again.
A selected knowledge base or this chat is no longer available.	The knowledge base was deleted or is no longer shared with you. Select another one.

Message	Cause and fix
Not available: it may have been deleted, or it is not shared with you	The item was deleted, or it is private to another member. Ask its owner to share it with you. See Sharing and access.
You cannot make these changes. Someone may have changed your access.	Your role or share changed. Reload the page and ask an owner or admin for access.
Owners must transfer ownership before leaving the organization.	Transfer ownership to another member, then leave.

Message	Cause and fix
Invitation unavailable	The link expired (after 7 days), was revoked, or was already accepted. Ask an admin to send a new invitation.
You’re signed in as one address. To accept this invitation, sign in as another.	The invitation is for a different email. Select Switch account and sign in with the invited address.
This organization has reached the member limit for its plan.	Ask an admin to add seats or change plan, then accept again.

Pending invitations also appear in the sidebar menu under Pending invitations. See Members and invitations.