Troubleshooting

Quick fixes for the snags people hit most. If your question is more "how does this work?" than "why isn't this working?", the FAQ and the concept pages have you covered.

I can't sign in

• "Verify your email first." New accounts must confirm their email before signing in. Open the verification link we sent; request a fresh one from the verification screen if it expired.
• Wrong password too many times. Repeated failures temporarily lock an account. Wait a few minutes, or reset your password from Forgot password?.
• The reset email didn't arrive. Check spam, and confirm you used the same email you signed up with. For security, RAGBot shows the same confirmation whether or not an account exists.

My document won't become "Indexed"

A file moves from Parsing to Indexed when processing finishes. If it's stuck or shows Failed:

• Give it a moment. Large PDFs take longer than short text files.
• Check it's readable text. A scanned PDF that's really an image of a page has no selectable text, so there's nothing to index. Replace it with a text-based version.
• Reprocess it. Open the file's options and choose Reprocess to run the pipeline again.
• Confirm the format is supported — PDF, Word (.docx/.doc), or text/Markdown. See Datasets.

A web page didn't scrape well

RAGBot only reads what a public visitor sees. If a page is behind a login, or builds itself entirely from scripts, the extracted text may be thin or empty. Export the page to PDF and upload that instead.

The agent says it can't find the answer

This is usually a sources problem, not a bug:

• No sources selected. Open Choose sources to search in the chat and select the dataset that holds the answer.
• Still parsing. Confirm the file reads Indexed.
• Wording mismatch. Rephrase using terms that actually appear in the document.

See Chatting for the full checklist.

Answers cite the wrong material

The conversation is searching datasets you didn't intend. Reopen Choose sources to search and narrow the selection to just the relevant datasets. Keeping a chat's sources focused gives more precise, better-cited answers.

I can't edit the default agent or a built-in role

That's expected — both are read-only by design. The workspace's default system agent and the four built-in roles (owner/admin/editor/viewer) can be viewed but not changed. Create a new agent or a custom role to make your own variation. See Agents and Members & Roles.

I can't delete my account

You can't close your account while you're the sole Owner of a workspace, or it would be left orphaned. Invite someone else and make them an Owner first (or delete the workspace), then try again. See Your profile & account.

I made someone a Viewer and they lost access

Role changes take effect immediately, including removing edit access — even to datasets and agents that person created. Promote them back to Editor if it was a mistake, and always keep at least one Owner or Admin in every workspace.

Times look wrong

Dates and times follow the timezone on your profile. Set it under Workspace settings › Profile; if it's unset, times fall back to UTC. See Your profile & account.