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Common issues

Quick fixes for the problems users hit most often in AskPhi.

If your problem isn't listed, see the FAQ or contact support.

Sign-in & accounts​

"Login failed"​

  • You're using the email instead of the username. Sign in with the username you chose at registration.
  • Check Caps Lock.
  • If you're sure the credentials are right, reset your password.

"Registration failed"​

  • The username or email is already taken. Pick a different one.
  • Username doesn't match the rules (lowercase only, no spaces, must start with a letter). See Create your account.

OTP email never arrives​

  • Wait one minute and check your spam folder.
  • Double-check the email address you entered. If it has a typo, go back to Forgot password and start over.
  • After the first Resend, you must wait 3 minutes before AskPhi lets you resend again.

"Session expired. Please start password reset process again."​

  • The temporary token from the OTP step expired. Restart from Forgot password.

Files & uploads​

"Only .csv files are allowed."​

  • Save your file as .csv (in Excel: File → Save As → CSV UTF-8) before uploading. AskPhi does not accept .xlsx, .tsv, or .json.

Upload stops mid-way​

  • Network blip. Click Upload File again — AskPhi starts fresh.
  • If you're on a slow connection, smaller chunks happen more often; give the progress bar more time.

"Upload failed. Please try again."​

  • The CSV may have more than 10,000 data rows. Split it.
  • The file may have an unusual encoding. Re-save as UTF-8 CSV.
  • Server-side hiccup; wait a minute and try again.

Uploaded file isn't in the Data Sources list​

  • Refresh the page.
  • Confirm you're not in a different organization. The list is scoped to your current workspace.

Chat & AI replies​

Replies don't appear​

  • AskPhi delivers replies in real time over a WebSocket. If your network blocks them, replies may take longer or require a refresh.
  • Sign out and back in to re-establish the connection.

"Unable to load model providers." or "No configured models are available."​

  • The platform admin hasn't configured any provider yet, or the configured provider is offline.
  • Talk to your AskPhi admin or support team.

"Invalid AI response format"​

  • A rare hiccup. Click the regenerate icon under the AI message, or rephrase your question.

My new message is greyed out​

  • Either the input is empty or no model is selected. Pick a model in the chip on the bottom-left.

Sessions​

A session I just created isn't in the sidebar​

  • Wait one second, then refresh. The list updates after creation but occasionally lags.
  • Look in the Today section.

Search returns no results​

  • Search matches session titles only, not message contents. Use one or two distinct words from the title.

"Failed to delete chat!"​

  • Network blip. Try again.

Organizations​

"Could not load invitation details."​

  • The token is wrong, expired, or has been used. Ask the inviter to resend.

I'm an admin but the Members entry is missing​

  • Refresh the page. AskPhi may still be loading your profile.
  • If it persists, ask your owner to confirm your role.

Profile​

"Failed to load profile"​

  • Refresh. If it persists, sign out and back in.

Profile picture doesn't update​

  • Refresh. Browsers occasionally cache avatars.

Browser & display​

The page looks broken or unstyled​

  • Try a hard refresh: Ctrl + F5 on Windows or Cmd + Shift + R on macOS.
  • Confirm you're on a supported browser. See System requirements.

I'm stuck on a loading spinner​

  • Wait 10 seconds. If nothing happens, refresh.
  • Check your network — AskPhi can't load when offline.

Still stuck?​

  • Read the FAQ.
  • Contact your organization admin (for member or settings issues).
  • Contact AskPhi support with the page URL, screenshot, and the time the issue happened.