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Upload Issues

  • Check file size is under 4.5MB
  • Ensure file format is supported (PDF, Word, Excel, PowerPoint, images, CSV, HTML, Markdown)
  • Try uploading a single file instead of a ZIP
  • Check your internet connection
Large or complex documents may take longer to process. If processing hasn’t completed after 10 minutes, try re-uploading the file. Very large documents (100+ pages) may need to be split.
ZIP files extract up to 50 files maximum. If your archive contains more, split it into multiple ZIPs or upload files individually.
Text extraction from images depends on image quality. Ensure images are clear, well-lit, and text is legible. Scanned documents should be at least 300 DPI.

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Response Generation

Low trust scores indicate your Library may not have enough relevant content for the question.Solutions:
  • Upload more documents related to the topic
  • Check if the right sources are whitelisted in Custom Sources
  • Add Q&A pairs directly to your Library for common questions
If responses don’t include content you know exists in your Library:
  • Check Custom Sources settings - the source may be blacklisted
  • Verify the document was fully processed (check Library for extracted Q&A pairs)
  • Try regenerating the response
Bulk generation processes ~3-4 responses per minute. A 100-question RFP takes approximately 30 minutes. If generation seems stuck, refresh the page - progress is saved automatically.
If Custom Context instructions aren’t reflected in responses:
  • Be more specific (instead of “be brief”, say “limit to 100 words”)
  • Check for conflicting instructions
  • Regenerate responses after updating context settings

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Export Issues

If certain questions weren’t matched in the exported file:
  • Very short or ambiguous questions may not match correctly
  • Check that responses were generated for those questions before export
  • Fill in unmatched responses manually
Large RFPs with multiple sheets take longer to process. The export runs in the background - you’ll be notified when it’s ready.
Check your browser’s download settings. Some browsers block automatic downloads. Try allowing downloads from the Zephior domain.

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Editing & Approval

  • Ensure you click outside the response field or press Enter after editing
  • Check your internet connection
  • Refresh the page and try again
Make sure text is selected before using the AI panel. The AI needs context to suggest edits.
Responses must have content before they can be approved. Generate or write a response first.

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Credits & Billing

Response generation uses ~3-5 credits per response depending on complexity. Check your usage breakdown in Settings > Billing to see per-user and per-source consumption.
When monthly credits run out, the platform continues operating and charges overage at 1.2x your normal rate. Monitor usage in the dashboard and consider upgrading if you consistently exceed your allocation.
Monthly subscription credits are valid for 60 days. Annual subscription credits are valid for 12 months. Expired credits cannot be recovered - they’re consumed FIFO (first-in, first-out by expiry date).

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Access & Permissions

You may not have access to that source. Private sources require explicit permission from the owner. Ask an admin to grant you access.
Check your role on the project. View-only members cannot edit responses. Ask the project owner to change your access level.
Check your spam folder. If the invitation still doesn’t appear, ask the admin to resend it or add you directly from the team management page.

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Still Need Help?

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FAQ

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