Troubleshooting
Common errors, upload failures, authentication issues, and how to fix them.
Upload issues
50 MB per-file limit. Split the document by section or export to a smaller format (Word to PDF often shrinks).
We support PDF, DOCX, XLSX/XLS, CSV, PNG, JPG, plain text. Other formats: export to one of these first.
OCR is applied but scanned docs are noisier than text-first ones. If you have the original Word or digital PDF, use it.
Engine run errors
You hit your monthly cap. Options: wait until the 1st of next month, or upgrade plan. Runs don't roll over.
Document was too long for the model's context window. Split by section and run each separately. Contract Review + Scope Check + Pay App Review all support this.
Very rare. If a document triggers the model's safety classifier (unusual for construction docs), try re-uploading after removing any embedded images with non-construction content.
AI returned no content — usually transient. Click Run again.
Document was long enough that output was cut mid-sentence. Split by section.
Authentication issues
Sign-in sessions last 7 days by default. Sign in again.
Pop-up blocker usually. Allow popups for trueleveler.com, re-try.
Free=1, Trial=3, Pro=3, Business=10 seats. Upgrade to add more.
Check their spam. Resend from Team page. If still not received, the email address may be typo'd.
Export issues
Long results (multi-page Contract Review, large Bid Leveling tables) can take 10–30 seconds to render. Wait it out.
Logo hasn't been uploaded yet. Settings → Company → upload logo.
Rare Excel issue. Open in Google Sheets to confirm — if it looks right there, re-save as XLSX from Sheets.
Billing + plan issues
Requires: (1) signed up via /beta, (2) completed the feedback survey, (3) plan=Pro, (4) billing=monthly. All four must be true. Check Settings → Billing for founder-member status.
Check spam. Or view/download from Settings → Billing → Manage subscription (Stripe portal).
Settings → Billing → Manage subscription → Cancel. Access continues until the end of the current billing period.
Still stuck?
If you can't find the issue here: email support@trueleveler.com with the engine name, project name, and what you were trying to do. Beta users get responses within a few hours on business days.