Troubleshooting

A sync stopped or a card says something broke

Open the card. It names the source and the reason, and where it can, offers the fix as a button. The usual causes: a token was revoked or expired at the source (make a new one, and paste it with Replace the key in the source's Settings), the source changed a field's shape, or the plan's limit for syncing today was reached (Settings, Plan and billing says so, and it starts again at midnight UTC). The AI limit stops only the AI: syncs, SQL, models and the inbox keep working at it.

A source syncs only once a day

Your company has used its background time for the month, and the source's page says so. Settings, Plan and billing shows it in This month. Each scheduled sync runs once a day until the 1st (UTC), and Sync now still runs at once whenever you need fresh data. If you need more, talk to us.

An answer looks wrong

Press See how under the answer: each figure's line names the metric and version it used, or the tables it read. If the table is stale, check the source's last sync on the Sources screen. If the answer is wrong, press Wrong and say what was off: an admin gets a card in the Inbox to put it right. Or say so in the chat, "no, net revenue is after refunds", and the correction is kept as a fact.

A key stopped working

Keys can expire or be revoked, and a dataset a key names can be dropped. Settings, Agents shows every key, what it may use, and when it was made. Make a new one; nothing else changes.

It asks something it should already know

It never asks about what a person confirmed. A guess it only heard is asked about once, after an answer has used it, or a year on if nothing has (Still right?); answer it and it stops. On Never ask (Settings, Company) it asks nothing.

Everything paused

A source's page says why it paused and when it runs next. On Free, past the month's awake hours only Settings answers until the 1st of the month (UTC); an admin presses Use this for my company in Settings, Plan and billing to go past it. If you need more capacity for your work, talk to us.

Find what happened

Open Settings, Activity. Conversations starts with the newest work: each row names the person and a recorded action, with counts underneath. Open About this record for how the record is kept. A new company has a first-step panel; a search with no matches offers Clear filters. Selecting a row shows the full record; Usage shows what gets used, and Questions shows what people ask. Each tab and conversation has its own address. Choosing a person or a date range keeps it in the address, so reloading or returning from a conversation keeps your view. Old Activity links still open the same tab or conversation.

A browser tab in the app has a record too, In the app: every query the app ran for its screens says who wrote it, such as the app's count of what it knows, reading the definitions, or the app reading its own records (the accuracy tests, the checked answers, the company's facts).

A saved chat's number-check notice also appears below its answer in the Activity record, separate from the answer's words. It stays visible when you return to review what happened.

A table or a chart the chat drew has its own part of the record, Drew a table or a chart: what it is, its title, and what it cost, the model's share of the call that asked for it and how long its numbers took. In the answer, its place is named in brackets.

It asks for a new company, and you have one

You are signed in with a different email from the one your company is under, often a second Google account in the same browser. The foot of every first screen says which email is signed in, with Sign out. Sign out, and sign in with the other one. Continue with Google signs in as the Google account your browser has open, so to pick another, type its email in the box under the button.

One person with two emails can add the second under Your sign-in, in the menu under your name, and either email opens the same companies from then on. If it says the address is taken, write to hello@overscore.tech and we sort it out.

It says it couldn't reach the front desk

The app could not reach the part of Overscore that knows which companies are yours, usually for a moment. Press Try again. The screen says which email is signed in, with Sign out, for when it is not the one you meant.

Deleting a company

An admin can delete the whole company under Settings, Company, Danger zone: type the company's name, then press Delete in seven days. Every admin is emailed the day. Until then nothing is removed, and nothing in it opens: everyone in it sees the day in a strip across the top of every screen, and any admin can keep it (Keep it, then Keep this company), which opens everything again. On the day, its machine, its database and its storage (every table, file, dashboard, model and chat) and the organization itself from sign-in all go, everyone in it loses access, and every admin is emailed that it is done. It cannot be undone after that. We keep its last nightly backup, as the security page says. If something cannot be done that day, cancelling billing say, nothing is removed and it is tried again within the hour. If you only want to stop paying, change the plan instead.

A card says Busy, trying again

Four questions were already running on your machine when the card asked for its number, so it waited a moment and retries on its own; the number takes the words' place when it comes. After half a minute it says Busy: press the refresh beside it to ask again, and the rest of the page asks again with it. Nothing is broken and nothing is lost. An agent asking then is told the same, busy: four queries are already running on this machine, try again in 2 seconds. If it happens every day, a bigger machine is the fix: write to us.

Still stuck

Write to hello@overscore.tech. A person answers.