Troubleshooting
Troubleshooting is the list of common Trueleveler errors and their fixes: upload failures, engine run errors, sign-in and invitation problems, export problems, and billing or plan issues. Each entry says what is happening and what to do, and the last section says where to get support if your problem is not listed.
Updated
What should I do when an upload fails?
Upload problems usually come down to a file over the 50 MB per-file limit, an unsupported format, or a scanned PDF with no text layer; each is covered below.
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.
There is no OCR on the engine upload path — text is read from the PDF's own text layer, so a scan yields essentially nothing and the run is refused rather than answered from an empty document. Use the original Word or digital PDF, or paste the text. (Project Pulse indexing is the one path that does OCR a scanned PDF.)
Why did my engine run fail?
An engine run usually fails because you hit your monthly run cap, the document was too long for the model, or the AI returned an empty or blocked response; each is covered below.
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 Audit 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.
Why can't I sign in or invite a teammate?
Sign-in and invitation problems usually come from an expired session, a blocked pop-up during OAuth, a seat limit, or an invite email that did not arrive; each is covered below.
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
The Founding 25 rate ($99/mo, locked for life, against the $199/mo list price) goes to the first 25 firms to claim a spot, and it applies only to Pro billed monthly, not to annual billing, Business or Enterprise. Check that the account holds a Founding spot (claimed on the pricing page at sign-up, or earned by completing the beta feedback survey), that the plan is Pro and that billing is monthly. Settings → Billing shows founder-member status. If all of that is true and checkout still shows $199, email support.
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.