11 · Troubleshooting

When something does not behave the way the manual says it should, start here. Each section opens with the symptom and gives you the checks in the order most likely to fix it. If none of them do, the last section tells you how to reach a human.

A page from this manual is not in your rail

By default the rail shows the core set of destinations most people use weekly; everything else still exists, it is just not pinned. Three ways to reach any page in this manual:

1. Press Ctrl/⌘ K and type the page name. This always works.
2. Open More at the foot of the Workspace group for the full searchable catalog.
3. Switch to the full rail with the control at the foot of the rail if you prefer to see everything.

Sections whose destination sits outside the core rail carry a "via More" marker on their Where line throughout this manual.

Your upload was rejected

1. Check the type: proposals and contracts accept PDF and DOCX only. Rename tricks do not help, because the file signature is checked, not the extension.
2. Check the size: 25 MB per proposal file, 30 MB in the Verdict Bar, 3.5 MB for photos and screenshots. All limits are listed in Plans, allowances & limits.
3. Very large files upload straight from your browser to storage, which can take a moment on a slow connection. Leave the tab open until the file shows as attached.
4. A scanned contract inside an image-only PDF still uploads fine; the AI tools read it with vision.

A benchmark says there is not enough data

That message is deliberate: the platform never estimates a market position it cannot defend. To get a ranked verdict:

1. Widen the region filter to all regions, or check that the deal size is realistic.
2. Add a list price or seat count in that vendor's benchmark tool; the data coverage page names the one step that closes each gap.
3. For a vendor outside the library's coverage, upload the proposal for analyst benchmarking instead.

An AI feature is greyed out or asks you to upgrade

1. Check whether your plan includes AI: the Free plan has none and the Trial has a small starter allowance. See the plan table.
2. If the plan is right, the allowance may be spent: the Billing meter shows what you have used and when the rolling window frees up.
3. Only org owners can upgrade. If you are not one, the feature names who is, or check the workspace summary at the foot of the rail.

You hit the research download limit

Downloads are capped at 10 per day and 30 per week per person so access stays fair across organizations. Reading papers in the viewer is unlimited. The allowance frees up on its own as recent downloads age out; if you need more right away, message the team from Chat and an admin can reset it.

An invite never arrived

1. Owners: check Pending invitations under Members. A bounced or delayed delivery status means the email never landed; fix the address and resend.
2. Ask the invitee to check their spam folder for a Vera AI sender.
3. If your organization has domain capture on, the person can also sign up directly with their work email and be approved as a join request.

Alert or digest emails are not arriving

1. The Terms watch and Weekly report emails are off until you turn them on, with the switch at the top left of each page. Nothing is sent by default.
2. Check Notifications settings: each alert kind can be in-app, email, both, or off.
3. A one-click unsubscribe in any email turns off only that email, but check you did not use one by accident.
4. Still nothing? Check spam, then message the team.

Meeting packs are not appearing

1. You do not have to wait for the agent: on the Meeting war room, name the vendor and time (or drop the .ics invite) and the pack assembles on the spot.
2. For automatic packs, the calendar connection must be a read-only ICS feed (Outlook: Publish calendar; Google: Secret address in iCal format), connected under Settings › Integrations by an owner.
3. The agent checks the feed about every 20 minutes, so a meeting created moments ago may not have a pack yet.
4. The meeting title must mention a tracked vendor by name. "Sync with Dave" produces nothing; "Salesforce renewal call" produces a pack.

You lost your authenticator device

On the sign-in page choose Email me a link and sign in with the one-time link; at the six-digit code prompt choose Use a recovery code and enter one of the one-time backup codes you saved when you set up two-factor; each works once. Then register the new device under Security. If the backup codes are gone too, ask an org owner to contact our team from Chat and we will verify you another way.

You cannot sign in through single sign on

If your organization enforces SSO for your email domain, the password form will not work and you must sign in through your identity provider. Access problems there (a deactivated IdP account, a group you were removed from) are fixed by your own IT team, not in Vera AI. Org owners can review the configuration under Single sign on.

A share link stopped working

Benchmark share links are valid for 30 days unless they were created as kept-live links. Open the scenario or report again and create a fresh link; the old one cannot be revived. Research share links can also be revoked by the person who created them.

Sample data is showing in your views

Sample rows never mix with your real data and never feed your alerts; they exist so screens are not empty while you explore. Remove the whole sample portfolio in one click from the dashboard. If you see a row you believe is sample data after removal, it is not: check who uploaded it on the record's activity tab.

Charts and analytics look empty or thin

Portfolio, Spend, and the Estate map build from proposals and agreements that carry an annual value. Add the missing values on Agreements and the charts fill in immediately. Data health ranks every gap by what filling it unlocks.

Something is broken, or nothing here helps

• Message our team from Chat: the "Vera AI team" thread is private between you and our analysts.
• Or email [email protected].
• For screen-by-screen help in place, the round help button at the bottom right explains the current page, and Ctrl/⌘ J opens Vera over whatever you are looking at.

Next: Chapter 12 · Integrations, clients & deployment