Troubleshooting

The nine most common situations admins and employees run into, with the quickest path through each. If your situation isn't here, the closing section points you at support.

"I uploaded a PDF and the status is stuck on Failed."

Most common cause: the PDF is a scan with no extractable text. The parser cannot read images, so a PDF that is technically just a stack of photographs of pages produces zero chunks and fails. Fix: run the file through OCR (Acrobat, ABBYY, or any modern OCR tool), then re-upload. The other common cause is a corrupt file. Open the original in its native application to confirm it works there; if not, get a fresh copy. Manage your document library has more on the Failed status and the Sync Now retry.

"My team isn't receiving invite or password-reset emails."

First check the recipient's spam folder. Muninnbase sends invites and resets through Resend on a verified domain, but new senders sometimes get filtered the first time, especially in corporate Outlook environments. If the email still isn't there after a spam check, confirm the email address has no typo and use Resend invite from /admin/users to send a fresh one. If a clean address with no typo still produces no email, write to [email protected] with the recipient's address and the time you tried.

"The answer cites a section, but it's the wrong section."

Either retrieval picked a related-but-wrong chunk, or the document is too long for retrieval to pinpoint the right passage. The first move is to lower the similarity threshold by a notch (0.4 to 0.35) at /admin/settings. A lower floor lets more candidates through to the reranker, which often picks the right one. For a document that chronically misranks, splitting it into smaller files (one per major section) usually solves it more reliably than tuning. See Retrieval tuning.

"Muninnbase says it doesn't have an answer, but I know it's in our documents."

Two things to check, in order. First, confirm the relevant document shows status Indexed at /admin/documents. A document still Processing or Failed will not return answers. Second, rephrase the question more specifically by naming the policy and the situation explicitly ("How does PTO accrual work for part-time employees" instead of "PTO"). If both of those pass and the system still refuses, lower the similarity threshold a notch and try again. Retrieval tuning covers the threshold.

"The chat feels slow."

The first answer of the day on a fresh tenant is usually the slowest. The reranker model loads on first use, and the chat model has its own warm-up cost; subsequent answers are noticeably faster. If every answer feels slow (not just the first one after a quiet period), that is worth a support ticket. Include the time of day and one or two example questions so support can correlate against backend timing.

"I forgot my admin password."

Use the Forgot password link on /login. The reset email goes through the same pipeline as invites, so check spam if it does not arrive within a minute or two. If you are the only Admin and the reset email is genuinely not reaching you, write to [email protected] from a separate verifiable address. Support can confirm your identity and reset access manually.

"I want to start over with a clean document library."

Select the documents you want to remove at /admin/documents and use the bulk Delete button at the top of the table. Each row's three-dot menu has the same action for one-off deletions. The Q&A log entries that cited deleted documents stay in the log as a historical record; their citation pills become non-clickable references. If you want to wipe the Q&A history too, use Remove my data in the Danger Zone at /admin/settings. That is the one-button reset that preserves the tenant and your users but clears every document and every log row.

"Where do I see how many users I have left on my plan?"

Go to /admin/settings and scroll to the Subscription section. The two usage bars at the top show Users used / max and Documents used / max for your current plan. The bar turns amber at 80% of the limit and red when you have hit it. When you hit a limit, you cannot add another user (or document) until you either remove some or upgrade. Nothing is auto-downgraded. Manage your subscription covers the change-plan flow.

"My payment failed. What happens?"

A Past due banner appears at the top of /admin/settings and on every admin page. Stripe retries the card automatically over the next few days. The fastest fix is not to wait for the retries. Click Update payment method in the Subscription section, replace the card in the Stripe Customer Portal, and the next retry clears the Past due status back to Active. The full flow is in Manage your subscription.

If your question isn't here, write to [email protected] with as much context as you can: the question you asked, the answer you got (or didn't), and the document you expected the answer to come from. The more specific the report, the faster the fix.