Common Issues

Solutions to frequently encountered problems in Contextium.

Login & Authentication

Can't Log In

Problem: Unable to log in to your account.

Solutions:

1. Verify email and password

   • Check for typos
   • Ensure Caps Lock is off
   • Try copying and pasting

2. Reset password

   • Click Forgot Password
   • Check email for reset link
   • Check spam/junk folder
   • Link expires after 24 hours

3. Check account status

   • Account may be deactivated
   • Email may not be verified
   • Try resending verification email

4. Clear browser cache

   • Clear cookies and cache
   • Try incognito/private mode
   • Try different browser

5. Check service status

   • Visit status.contextium.io
   • Check for outages or maintenance

Social Login Not Working

Problem: Google/GitHub/GitLab login fails.

Solutions:

1. Check popup blockers

   • Allow popups for contextium.io
   • Try disabling ad blocker
   • Try different browser

2. Verify provider account

   • Ensure provider account is active
   • Try logging into provider directly
   • Check provider isn't experiencing issues

3. Reconnect account

   • Go to Settings → Profile
   • Disconnect and reconnect provider
   • Authorize Contextium again

Two-Factor Authentication Issues

Problem: Can't access 2FA code or code not working.

Solutions:

1. Time sync

   • Ensure device time is correct
   • Authenticator apps need accurate time
   • Enable automatic time sync

2. Use recovery code

   • Enter one of your saved recovery codes
   • Each code works once
   • Generate new codes after login

3. Lost access to authenticator

   • Use recovery code to log in
   • Disable and re-enable 2FA
   • Set up with new device

4. Contact support

   • Email support@contextium.io
   • Provide account verification details
   • Support can assist with 2FA reset

File Issues

File Won't Save

Problem: Changes aren't saving or error appears.

Solutions:

1. Check internet connection

   • Verify you're online
   • Check for network issues
   • Try refreshing page

2. File size

   • Maximum 5MB per file
   • Large files may fail to save
   • Try reducing content size

3. Storage quota

   • Check Settings → Usage
   • May have exceeded storage limit
   • Delete files or upgrade plan

4. Browser issues

   • Clear cache and cookies
   • Try incognito mode
   • Try different browser
   • Update browser to latest version

5. Manual save

   • Press Cmd/Ctrl + S
   • Click Save button
   • Wait for "Saved" confirmation

Can't Find a File

Problem: File is missing or can't be located.

Solutions:

1. Use search

   • Search for file name
   • Try partial name
   • Check different projects

2. Check trash

   • Navigate to Trash
   • File may have been deleted
   • Restore if found

3. Check filters

   • Remove project filters
   • Remove tag filters
   • Sort by different criteria

4. Verify permissions

   • Ensure you have access
   • File may be in different workspace
   • Check with workspace admin

5. Check version history

   • File may have been renamed
   • Check recent activity
   • Ask team members

File Won't Delete

Problem: Unable to delete a file.

Solutions:

1. Check permissions

   • Need Editor role or higher
   • Only admins can delete some files
   • Verify your role in workspace

2. File is open

   • Close file first
   • Ensure no one else is editing
   • Refresh and try again

3. Browser issues

   • Refresh page
   • Try different browser
   • Clear cache

Search Issues

Search Returns No Results

Problem: Search doesn't find expected files.

Solutions:

1. Simplify query

   • Use fewer keywords
   • Try single words
   • Check spelling

2. Check filters

   • Remove project filters
   • Remove tag filters
   • Clear all filters

3. Verify file exists

   • Browse projects manually
   • Check file hasn't been deleted
   • Ask team members

4. Check permissions

   • Ensure you can access file
   • File may be in different workspace
   • Verify workspace membership

5. Content search (Business plan)

   • Ensure you have Business plan
   • Content indexing may be in progress
   • Wait a few minutes and retry

Search is Slow

Problem: Search takes too long to return results.

Solutions:

1. Simplify query

   • Use fewer keywords
   • Avoid wildcards
   • Remove complex filters

2. Check workspace size

   • Large workspaces (10,000+ files) may be slower
   • Consider splitting into multiple workspaces
   • Contact support for optimization

3. Network issues

   • Check internet connection
   • Try different network
   • Contact support if persistent

Team & Collaboration

Invitation Not Received

Problem: Team member didn't receive invitation email.

Solutions:

1. Check spam folder

   • Look in spam/junk
   • Add noreply@contextium.io to contacts
   • Check email filters

2. Verify email address

   • Check for typos in email
   • Verify with team member
   • Resend invitation with correct email

3. Resend invitation

   • Navigate to Team → Pending Invitations
   • Click Resend
   • Wait a few minutes

4. Email provider issues

   • Some providers block automated emails
   • Try different email address
   • Contact support for manual invitation

Can't Remove Team Member

Problem: Unable to remove someone from workspace.

Solutions:

1. Check permissions

   • Need Admin or Owner role
   • Can't remove yourself if you're Owner
   • Transfer ownership first if needed

2. Member is Owner

   • Can't remove Owner
   • Owner must transfer ownership first
   • Or Owner must leave voluntarily

3. Refresh and retry

   • Refresh page
   • Try again
   • Clear cache if persistent

Comments Not Appearing

Problem: Comments aren't showing or can't be added.

Solutions:

1. Refresh page

   • Comments may not have loaded
   • Force refresh (Cmd/Ctrl + Shift + R)

2. Check permissions

   • Viewers can't add comments
   • Need Editor role or higher
   • Verify your role

3. Browser issues

   • Clear cache
   • Try incognito mode
   • Try different browser

4. Network issues

   • Check internet connection
   • Comments require real-time connection

Billing Issues

Payment Failed

Problem: Payment couldn't be processed.

Solutions:

1. Verify payment method

   • Check card hasn't expired
   • Verify billing address
   • Ensure sufficient funds

2. Update payment method

   • Navigate to Settings → Billing
   • Click Update Payment Method
   • Enter new card details

3. Try different card

   • Use different credit/debit card
   • Try different payment method
   • Contact your bank

4. Contact support

   • Email billing@contextium.io
   • Provide error details
   • Support can assist with payment issues

Can't Upgrade Plan

Problem: Unable to upgrade to higher plan.

Solutions:

1. Add payment method

   • Free plan requires payment method to upgrade
   • Navigate to Settings → Billing
   • Add credit card

2. Check current plan

   • May already be on desired plan
   • Verify plan limits

3. Contact sales

   • For Enterprise plan, contact sales@contextium.io
   • Custom plans require sales discussion

Charged Incorrect Amount

Problem: Billing amount doesn't match expected price.

Solutions:

1. Check invoice details

   • Navigate to Settings → Billing → History
   • View itemized invoice
   • May include prorated charges

2. Prorated charges

   • Mid-cycle upgrades are prorated
   • User additions prorated
   • Check calculation in invoice

3. Tax charges

   • Sales tax added based on location
   • VAT for EU customers
   • Check invoice for tax breakdown

4. Contact billing support

   • Email billing@contextium.io
   • Include invoice number
   • Support will investigate

Grace Period & Limit Issues

Grace Period Warning Showing

Problem: Yellow warning banner says grace period is active.

Solutions:

1. Check usage page

   • Navigate to Settings → Usage
   • See which limits are exceeded
   • View days remaining in grace period

2. Reduce usage to meet limits

   • Too many users - Remove excess team members
   • Too many files - Delete unnecessary files or empty trash
   • Storage exceeded - Delete large files or old versions
   • Restrictions lift automatically when under all limits

3. Upgrade plan

   • Navigate to Settings → Billing
   • Click Upgrade Plan
   • Select plan that fits your usage
   • Restrictions lift immediately

Files Are Read-Only

Problem: Cannot edit or create files, everything is read-only.

Solutions:

1. Check grace period status

   • Grace period may have expired
   • Navigate to Settings → Usage
   • Check for red alert banner

2. Resolve limit violations

   • Reduce usage to meet plan limits
   • Remove excess team members
   • Delete files to get under limit
   • Free up storage space

3. Upgrade plan

   • Fastest solution to restore access
   • Navigate to Settings → Billing
   • Click Upgrade
   • Files become editable immediately

CLI/API Not Working (403 Error)

Problem: CLI or API requests return 403 Forbidden errors.

Solutions:

1. Check for grace period expiration

   • CLI/API blocked when grace period expires
   • Navigate to Settings → Usage
   • Look for enforcement message

2. Resolve limit violations

   • Must get under all plan limits
   • Check which limits exceeded
   • Remove excess users/files/storage
   • Access restores automatically

3. Upgrade plan

   • Immediate restoration of CLI/API
   • Navigate to Settings → Billing
   • Upgrade to appropriate plan

4. Check API key is valid

   • If not grace period related:
   • Verify API key hasn't expired
   • Check API key permissions
   • Generate new key if needed

Team Member Can't Log In

Problem: Team member account suspended.

Solutions:

1. Check if grace period expired

   • Excess members suspended after grace period
   • Navigate to Settings → Usage
   • Check user limit status

2. Resolve user limit violation

   • Remove other team members to get under limit
   • Suspended members will be restored automatically
   • Oldest members (by join date) suspended first

3. Upgrade plan

   • Immediate restoration of all suspended members
   • Navigate to Settings → Billing
   • Upgrade to plan with sufficient user limit
   • Suspended members can log in immediately

4. Check member wasn't removed

   • If not limit-related:
   • Navigate to Team page
   • Verify member still in workspace
   • Re-invite if needed

How Many Days Left in Grace Period?

Problem: Need to know grace period remaining time.

Solutions:

1. Check dashboard banner

   • Yellow banner shows countdown
   • Displays "X days remaining"

2. View usage page

   • Navigate to Settings → Usage
   • Detailed grace period information
   • Shows exact expiration date/time
   • Lists all exceeded limits

3. Check email notifications

   • Day 1, 3, 6 reminders sent
   • Day 8: Enforcement notification
   • Check spam folder if not received

Performance Issues

Slow Loading

Problem: Contextium loads slowly.

Solutions:

1. Check internet connection

   • Test connection speed
   • Try different network
   • Restart router

2. Browser issues

   • Clear cache and cookies
   • Disable unnecessary extensions
   • Update browser
   • Try different browser

3. Large workspace

   • Workspaces with many files may be slower
   • Consider archiving old content
   • Contact support for optimization

4. Check status

   • Visit status.contextium.io
   • May be temporary slowdown
   • Wait and retry

Editor Lag

Problem: File editor is slow or unresponsive.

Solutions:

1. File size

   • Large files (>1MB) may be slow
   • Consider splitting into multiple files
   • Maximum 5MB per file

2. Browser performance

   • Close other tabs
   • Restart browser
   • Clear cache
   • Update browser

3. Device resources

   • Close other applications
   • Check CPU usage
   • Restart device

4. Auto-save delay

   • Auto-save every 30 seconds
   • May cause brief lag
   • Save manually with Cmd/Ctrl + S

API & Integration Issues

API Key Not Working

Problem: API requests fail with authentication error.

Solutions:

1. Verify API key

   • Check key is correct
   • Ensure no extra spaces
   • Regenerate if needed

2. Check permissions

   • Verify key has required permissions
   • May need Write or Admin access
   • Check key hasn't been revoked

3. Plan requirements

   • API requires Professional plan or higher
   • Upgrade plan if needed

4. Check expiration

   • API key may have expired
   • Generate new key
   • Update applications

Slack Notifications Not Working

Problem: Not receiving Slack notifications.

Solutions:

1. Check connection

   • Navigate to Settings → Integrations
   • Verify Slack is connected
   • Reconnect if needed

2. Invite bot to channel

   • In Slack: /invite @Contextium
   • In the notification channel
   • Bot must be in channel to post

3. Check notification settings

   • Navigate to Settings → Notifications
   • Verify Slack enabled for notification types
   • Check correct channel selected

4. Test notification

   • Send test notification
   • Verify it appears in Slack
   • Check Slack workspace settings

Still Need Help?

If your issue isn't resolved:

1. Search documentation

   • Browse knowledge base
   • Check specific feature docs

2. Contact support

   • Email: support@contextium.io
   • Live chat in app
   • Include detailed description and screenshots

3. Check status

   • status.contextium.io
   • May be known issue

4. Community

   • Check community forum
   • Ask other users
   • Share solutions

Next Steps

• View all documentation
• Contact support
• Report a bug
• Request a feature