Troubleshooting

Find your symptom below. Each fix links to the full guide if you need more detail.

"My assistant's answers look wrong or outdated"

Most wrong answers come from the data, not the AI:

• The data is stale. If your numbers changed but the assistant's didn't, the dataset needs a refresh with the newer file. See Updating & refreshing data.
• A column is being misread. A one-line column description ("Revenue is in CLP, tax included") can fix a whole class of wrong answers. See Reviewing & refining your assistant.
• The question is ambiguous. Naming the exact column or period usually helps — see Chatting & getting good answers.

After any data update, ask a couple of questions that touch the new data to confirm it imported as expected.

"I can't see an assistant my teammate can see"

Assistants assigned to a department are visible only to that department's members; assistants in General are visible to everyone. If you're missing one, ask your workspace admin to add you to the department or move the assistant. See Departments.

"AI actions are paused" or the assistant stopped responding

Two possibilities, both under your workspace's control:

• The wallet ran out of credit. AI actions pause until someone tops up — your data and assistants are untouched. An owner or admin can add credit under Workspace → Billing. See How billing works.
• The monthly usage limit was reached. If your workspace set one, AI pauses for the rest of the billing period once spending hits it. An owner can raise the limit, or everything resumes when the new period starts. See Understanding usage & cost.

"My file won't upload" or the import looks wrong

• Check the format and size. Norami imports .xlsx, .xls, and .csv files up to 200 MB.
• Check the header row. One clear header row imports most reliably — stacked headers, merged cells, or title rows above the header confuse detection. See the tips in Adding your data.
• Refreshing? The new file should keep the same column structure as the one it replaces. If only some sheets match, the review screen lists the rest under Skipped — refresh these separately — nothing is lost. See Updating & refreshing data.
• Chat attachments are limited to 3 files per message, 15 MB each (.csv, .xlsx, .xls). If an upload fails, the message won't send — try again or re-attach. See Attaching files in chat.

"Voice input says Permission denied"

Your browser is blocking microphone access. Enable the microphone for app.norami.ai in your browser's site settings and try again. See Voice.

"I can't invite more people"

Your plan sets how many teammates the workspace can have. When an invite hits the cap, you'll see an upgrade prompt — an owner can change the plan under Workspace → Billing. See Plans & changing plans.

"The invite email never arrived"

Ask whoever invited you to check the Members page — when an invite email fails to send, Norami shows the still-valid invite link with a Copy button, and they can send it to you directly. See Inviting your team.

"I can't sign in"

• Forgotten password: use the password reset on the sign-in page.
• Lost your phone with the authenticator app: sign in with one of the backup codes you saved when enabling two-factor authentication — each works once. See Account settings.

Still stuck?