> ## Documentation Index
> Fetch the complete documentation index at: https://docs.nexalai.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Troubleshooting
> Solutions to common issues and problems when using Nexal AI.
## General Troubleshooting Information
Most issues can be resolved with a few simple steps. Before contacting support, try these general solutions:
### Quick Fixes
**For App Issues:**
* Close and reopen the app
* Restart your device or browser
* Check your internet connection
* Update to the latest version
**For Slow Performance:**
* Use different models or smaller models for faster responses
* Simplify your questions
* Check your internet connection
* Close other apps or browser tabs
**For Image Generation Issues:**
* You may have reached your daily limits
* Improve your prompts (be more specific)
* Ensure stable internet connection
* Wait a few minutes and try again
### When to Contact Support
Contact support if:
* Issues persist after trying quick fixes
* You encounter error messages
* Features aren't working as expected
* You need help with account or billing
## Frequently Asked Questions
**Close and Reopen:**
**On Mobile:**
1. Force close the app
2. Reopen it
3. Try again
**On Web:**
1. Close the browser tab
2. Open a new tab
3. Navigate back to the app
**Restart Your Device:**
**Mobile:**
* Power off and on
* Try the app again
**Web:**
* Restart your browser
* Clear cache if needed
**Check Internet Connection:**
* Ensure you're connected to Wi-Fi or mobile data
* Try loading a webpage to test
* Switch networks if needed
**Update the App:**
**Mobile:**
* Go to App Store/Google Play
* Check for updates
* Update if available
**Web:**
* Hard refresh the page (`Cmd/Ctrl + Shift + R`)
* Clear browser cache
* Try a different browser
**Why Responses Might Be Slow:**
* Complex questions take longer to process
* Larger models are slower but more accurate
* Network connection speed affects response time
* High server load during peak times
**How to Speed Things Up:**
* Use different models or smaller models for faster responses
* Simplify your questions
* Check your internet connection
* Try again during off-peak hours
Smaller models respond much faster than larger models. Try switching to a different model when speed is more important than quality.
**Common Causes:**
* Daily limit reached
* Invalid prompt (too vague or conflicting)
* Network timeout
* Server temporarily unavailable
**Solutions:**
1. Check your daily limit in Settings
2. Improve your prompt (be more specific)
3. Try again in a few minutes
4. Check internet connection
5. Contact support if issue persists
**Improving Your Prompts:**
* Be more specific about what you want
* Avoid conflicting descriptions
* Include style preferences
* Keep prompts focused on one main subject
**If Conversations Don't Appear:**
**On Mobile:**
1. Check internet connection
2. Pull down to refresh
3. Sign out and sign back in
**On Web:**
1. Check internet connection
2. Refresh the page
3. Sign out and sign back in
**Sync Issues:**
* Ensure you're signed in to the same account
* Check that sync is enabled in settings
* Wait a few minutes for sync to complete
* Force sync by signing out and back in
**Common Causes:**
* Microphone permission not granted
* Poor internet connection
* Audio settings issues
**Solutions:**
1. Check app permissions in device settings
2. Grant microphone access to Nexal AI
3. Ensure stable internet connection
4. Try restarting the app
5. Check your device volume settings
1. Tap or click "Forgot Password" on login screen
2. Enter your email address
3. Check your email (including spam folder)
4. Click the reset link
5. Create a new password
6. Sign in with new password
**Check These:**
* Email address is correct
* Password is correct (check caps lock)
* Account exists (try signing up if new)
* Internet connection is working
**Still Having Issues?**
* Try "Sign in with Google" or "Sign in with Apple"
* Use "Forgot Password" to reset
* Contact support with your email address
**On Mobile:**
1. Go to Settings → Account
2. Tap "Change Password"
3. Enter current password
4. Enter new password
5. Confirm new password
**On Web:**
1. Go to Settings → Account
2. Click "Change Password"
3. Enter current password
4. Enter new password
5. Confirm new password
**Warning**: This permanently deletes all your data!
**On Mobile:**
1. Go to Settings → Account
2. Scroll to bottom
3. Tap "Delete Account"
4. Confirm deletion
5. Account deleted permanently
**On Web:**
1. Go to Settings → Account
2. Scroll to bottom
3. Click "Delete Account"
4. Confirm deletion
5. Account deleted permanently
If you have an active subscription but the app shows you as having a free plan, this can happen for several reasons:
* Using a different device
* Signing in with a different email address
* App not recognizing your subscription
* Purchased a plan while in guest mode
**Solution:**
**If you purchased while in guest mode:**
1. Create an account or sign in to your existing account
2. Go to Settings → Subscriptions
3. Tap or click "Restore Purchase" button (located in the bottom right)
4. Your purchase will be synced with your account
**On Mobile (iOS or Android):**
1. Go to Settings → Subscriptions
2. Tap the "Restore Purchase" button (located in the bottom right)
3. Your subscription will be restored if you have an active purchase
This will sync your subscription status across devices and accounts.
**File Won't Upload:**
**Common Causes:**
* File too large (max 10 MB)
* Unsupported file type
* Network issues
* Corrupted file
**Solutions:**
1. Check file size (must be under 10 MB)
2. Verify file type is supported (PDF, images)
3. Try a different file
4. Check internet connection
5. Try uploading from a different device
**Document Not Processing:**
* Wait a few minutes for processing
* Try a smaller file
* Ensure file is not corrupted
* Contact support if issue persists
**Common Causes:**
* Instructions too vague
* Conflicting instructions
* Persona not selected properly
**Solutions:**
1. Verify the persona is selected in chat
2. Check that instructions are clear and specific
3. Try editing the persona instructions
4. Create a new persona with clearer instructions
5. Use a pre-built persona as a starting point
**Mobile App Performance:**
* Close other apps to free up memory
* Clear app cache (Settings → Storage)
* Update to latest app version
* Restart device if app is slow
**Web App Performance:**
* Close unnecessary browser tabs
* Clear browser cache
* Disable browser extensions temporarily
* Try a different browser
* **Recommended browsers**: Chrome and Safari
* **Note**: We've noticed performance issues with Edge browser. For best performance, use Chrome or Safari.
**On Mobile:**
1. Go to Settings → Help & Support
2. Tap "Contact Support"
3. Describe your issue
4. Include:
* What you were trying to do
* What happened
* Screenshots if helpful
* Your device and app version
**On Web:**
1. Go to Settings → Help & Support
2. Click "Contact Support"
3. Describe your issue
4. Include:
* What you were trying to do
* What happened
* Screenshots if helpful
* Your browser and version
**Response Time:**
* Usually within 24 hours
* Faster for Pro/Max subscribers
* Check your email for responses
Most issues can be resolved by checking your internet connection, updating the app, or restarting your device. Try these simple steps first!