This article is a directory for common issues, organized by category. Each entry links to the article with full troubleshooting detail; a few issues not covered elsewhere are resolved directly here.
1. Login and Access
Issue | Resolution |
Cannot log in / SSO fails | Confirm the correct Google or Microsoft account is being used. See Getting Started with Unplex, Section 1. |
Two-factor authentication not prompting | 2FA is configured on first login only. If it was skipped, contact support@unplex.ai to reset the login flow. |
"No seat assigned" message after login | A seat, separate from account role, is required to use the product. See Managing Seats and Licences. |
Cannot see a colleague's project | Project visibility depends on project role, not account role alone. See How Access Works in Unplex. |
2. Word Add-in
For installation failures, sign-in loops, greyed-out Add-ins, and SharePoint access errors inside Word, see the full troubleshooting table in How to Install the Word Add-in, Section 5.
3. Document Upload and Processing
For upload statuses (Queued, Processing, Ready, Partially Processed, Too Large, Failed) and what each means, see Uploading and Processing Documents, Section 4.
Issue | Resolution |
Upload rejected as "Too large" | The 50 MB per-file limit has been exceeded. See Supported File Types and Document Limits, Section 3. |
Scanned document only partially processed | OCR is applied to the first 30 scanned pages of a document; beyond that, the document is marked Partially Processed. Split the file and re-upload the remainder. |
Document connected via SharePoint/OneDrive not appearing | Confirm the document library or folder was selected during setup. See Connecting Cloud Storage. |
4. Citations and Verification
Issue | Resolution |
Citation shows "Not Found" | The cited provision does not exist in the source database — may indicate a hallucinated citation, a typo, or a repealed provision. See How to Verify Citations & Compliance with Unplex, Section 2.3. |
Data value shows "Mismatch" in a chat answer | The displayed value does not match the source data. See Source Citations, Section 3. |
Passage marked "Unverifiable" | Not an error — text was rephrased enough that automatic comparison cannot confirm it, and requires manual judgment. See Source Citations, Section 3. |
5. Access, Seats, and Billing
Issue | Resolution |
Cannot invite a colleague | Only Owners and Admins can invite. See Inviting People to Your Workspace. |
Invitation expired | Invitations remain open for 7 days. Resend from the Members list. See Inviting People to Your Workspace, Section 3. |
All seats in use, need to add a colleague | Revoke an unused seat or add seats to the plan. See Managing Seats and Licences, Section 4. |
Owner is leaving the firm | Ownership must be transferred before the account is removed. See Transferring Workspace Ownership. |
6. Getting Support
For issues not covered here or in the linked articles, contact support@unplex.ai with a description of the issue, the affected project or document, and any error message shown.