> ## Documentation Index
> Fetch the complete documentation index at: https://docs.insurestack.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common issues and solutions

## Quote Issues

<AccordionGroup>
  <Accordion icon="circle-xmark" title="Quote not completing">
    **Symptoms:** Quote stuck in "Running" status for 30+ minutes

    **Possible causes:**

    * Complex risk requiring extensive form filling
    * Carrier website slowness
    * Additional information required by carrier
    * Technical error

    **Solutions:**

    1. Check the Dashboard's Recent Activity for status updates
    2. Wait up to 1 hour for complex quotes
    3. If still running after 1 hour, contact support with the quote ID
    4. Review your uploaded documents for completeness
  </Accordion>

  <Accordion icon="ban" title="Quote declined - what does this mean?">
    **Symptoms:** Quote shows "Declined" status

    **Common reasons:**

    * Risk outside carrier's appetite
    * Missing required information
    * Loss history exceeds thresholds
    * Business type not covered by this carrier

    **Solutions:**

    1. Review the decline reason provided
    2. Address any missing information issues
    3. Try a different carrier that covers this risk type
    4. Adjust coverage requirements if possible
    5. Contact the carrier directly for appetite clarification
  </Accordion>

  <Accordion icon="triangle-exclamation" title="Quote failed - technical error">
    **Symptoms:** Quote shows "Failed" status

    **Possible causes:**

    * Carrier website changes (they update forms regularly)
    * Missing critical form fields in your upload
    * Connectivity issues
    * Incompatible document format

    **Solutions:**

    1. Review your uploaded documents for completeness
    2. Ensure all required fields are included
    3. Retry the quote with the same information
    4. If failures persist, contact support with the quote ID
    5. Try uploading a different document format (e.g., native PDF instead of scan)
  </Accordion>
</AccordionGroup>

***

## Policy Upload Issues

<AccordionGroup>
  <Accordion icon="file-excel" title="Policy upload failed">
    **Symptoms:** Policy shows error during upload

    **Possible causes:**

    * Non-PDF file format
    * Corrupted or password-protected file
    * File size too large (rare)
    * Low-quality scan

    **Solutions:**

    1. Ensure the file is in PDF format (not Word, Excel, or image files)
    2. Remove password protection from the PDF
    3. If scanned, use high-quality scans (300 DPI or higher)
    4. Try re-exporting the PDF from the source
    5. Split very large policies (500+ pages) into smaller files
  </Accordion>

  <Accordion icon="magnifying-glass" title="Policy extraction incomplete">
    **Symptoms:** AI doesn't extract all expected information

    **Possible causes:**

    * Incomplete policy uploaded (missing pages)
    * Low-quality scan or image-based PDF
    * Non-standard policy format
    * Data in tables or charts rather than text

    **Solutions:**

    1. Verify you uploaded ALL pages including endorsements
    2. Use native digital PDFs when possible (not scanned)
    3. Check that critical information is text-based, not images
    4. Re-upload with a higher-quality document
    5. Use Policy Chat to ask specific questions if extraction is partial
  </Accordion>

  <Accordion icon="comments" title="Policy Chat not working">
    **Symptoms:** Cannot access chat or chat returns no results

    **Possible issue:**
    Policy Chat is unavailable for combined policy types

    **Solution:**

    1. Check if your policy is marked as "Combined" type
    2. If yes, re-upload the policy and select the specific policy type (Auto, GL, etc.) instead of Combined
    3. Process the policy again
    4. Policy Chat should now be available
  </Accordion>
</AccordionGroup>

***

## Commission Statement Issues

<AccordionGroup>
  <Accordion icon="file-invoice" title="Commission statement not extracting correctly">
    **Symptoms:** Missing data or incorrect extraction

    **Possible causes:**

    * Low-quality scan or image
    * Non-standard format from carrier
    * Corrupted or password-protected file
    * Data in images/charts rather than text

    **Solutions:**

    1. Ensure the file isn't password-protected
    2. If scanned, use high-quality scans (300 DPI or higher)
    3. Try exporting the statement in a different format (Excel instead of PDF or vice versa)
    4. Contact support if issues persist - we may need to add support for this carrier's format
  </Accordion>

  <Accordion icon="dollar-sign" title="Commission amounts don't match expectations">
    **Symptoms:** Extracted amounts differ from what you expected

    **Possible causes:**

    * Commission rate changed
    * Premium adjustment or endorsement
    * Carrier fee or deduction applied
    * Cancellation or refund processed

    **Solutions:**

    1. Check the "Transaction Type" field for adjustments/cancellations
    2. Look for fee deductions in the extracted data
    3. Compare extracted data to the original statement manually
    4. Contact the carrier if discrepancies can't be explained
    5. Export to Excel to analyze all line items
  </Accordion>
</AccordionGroup>

***

## Credit & Billing Issues

<AccordionGroup>
  <Accordion icon="coins" title="Credit balance not updating">
    **Symptoms:** Balance seems stale or incorrect

    **Solutions:**

    1. Wait a few seconds - balance updates automatically every 10-15 seconds
    2. Click the **"Refresh"** button on the UsageTrackingBar
    3. Navigate to Settings → Billing and click "Refresh" on Balance Display
    4. If still incorrect after refresh, contact support with your Organization ID
  </Accordion>

  <Accordion icon="credit-card" title="Payment failed">
    **Symptoms:** Received failed payment notification

    **Possible causes:**

    * Insufficient funds
    * Expired card
    * Bank declined the charge
    * Incorrect billing ZIP code

    **Solutions:**

    1. Verify your card has sufficient funds
    2. Check card expiration date in Settings → Billing
    3. Update billing ZIP code if it changed
    4. Try a different payment method
    5. Contact your bank if they're blocking the charge
    6. InsureStack will automatically retry after 3, 7, and 14 days
  </Accordion>

  <Accordion icon="ban" title="Action buttons disabled">
    **Symptoms:** Cannot create quotes, upload policies, etc.

    **Cause:** Out of credits

    **Solutions:**

    1. Check your credit balance on the UsageTrackingBar
    2. **Option 1:** Purchase additional credits (\$1 each) at Settings → Billing
    3. **Option 2:** Upgrade your plan for more monthly credits
    4. **Option 3:** Wait for monthly credits to reset at the start of your billing period

    [Learn more about purchasing credits](/billing/purchasing)
  </Accordion>
</AccordionGroup>

***

## Team & Access Issues

<AccordionGroup>
  <Accordion icon="envelope" title="Team member didn't receive invitation">
    **Symptoms:** Invited user says they didn't get the email

    **Solutions:**

    1. Check their spam/junk folder
    2. Verify you entered the correct email address
    3. Wait up to 15 minutes for email delivery
    4. Resend the invitation from Permissions page
  </Accordion>

  <Accordion icon="lock" title="Team member can't access a module">
    **Symptoms:** Module is missing from their sidebar

    **Cause:** Insufficient permissions

    **Solution:**

    1. Navigate to **Permissions** from the sidebar
    2. Select the team member
    3. Grant them access to the module they need
    4. Save changes
    5. Have them refresh their browser

    [Learn more about permissions](/team/permissions)
  </Accordion>

  <Accordion icon="users" title="Cannot invite team members">
    **Cause:** Not on Team or Enterprise plan

    **Solution:**
    Team member invitations require Team Plan (\$999/month) or Enterprise.

    Free, Plus, and Pro plans are single-user only.

    [Upgrade to Team Plan](/billing/plans#team-plan---999month)
  </Accordion>
</AccordionGroup>

***

## Login & Account Issues

<AccordionGroup>
  <Accordion icon="key" title="Forgot password">
    **Solution:**

    1. Go to [app.insurestack.ai](https://app.insurestack.ai)
    2. Click **"Forgot Password"**
    3. Enter your email address
    4. Check your email for password reset link
    5. Click the link and set a new password
    6. Login with your new password
  </Accordion>

  <Accordion icon="envelope" title="Changed email, can't login">
    **Cause:** Using old email address

    **Solution:**
    Use your **new email address** to login. After changing your email in Account Settings, your old email no longer works.

    If you forgot your new email, contact support.
  </Accordion>

  <Accordion icon="circle-exclamation" title="Account suspended">
    **Possible causes:**

    * Multiple failed payment attempts
    * Terms of service violation

    **Solution:**

    1. Check your email for notifications from InsureStack
    2. Update payment method if it was a billing issue
    3. Contact support immediately to resolve the suspension
  </Accordion>
</AccordionGroup>

***

## Still Need Help?

If these solutions don't resolve your issue:

<Steps>
  <Step title="Gather information">
    * Screenshot of the error (if applicable)
    * Steps to reproduce the issue
    * Your Organization ID (from Settings → Organization)
    * Specific feature affected (quote, policy upload, etc.)
  </Step>

  <Step title="Contact Support">
    Navigate to **Support** from the sidebar and submit a ticket with:

    * Description of the issue
    * Steps to reproduce
    * Screenshots
    * Your Organization ID
  </Step>

  <Step title="Expect a response">
    Our support team typically responds within:

    * **Community (Pay as you Go):** 48-72 hours
    * **Email (Plus/Pro):** 24 hours
    * **Priority (Team):** 12 hours
    * **Dedicated (Enterprise):** 4 hours or per SLA
  </Step>
</Steps>

<Card title="Contact Support" icon="life-ring" href="mailto:support@insurestack.ai" horizontal>
  Email us at [support@insurestack.ai](mailto:support@insurestack.ai) for personalized assistance
</Card>

***

## Next Steps

<CardGroup cols={2}>
  <Card title="Best Practices" icon="lightbulb" href="/support/best-practices">
    Tips for avoiding common issues
  </Card>

  <Card title="General FAQs" icon="circle-question" href="/support/faq">
    Answers to frequently asked questions
  </Card>

  <Card title="Billing FAQ" icon="credit-card" href="/billing/faq">
    Billing-specific questions
  </Card>

  <Card title="Features" icon="sparkles" href="/features/submissions">
    Learn about platform features
  </Card>
</CardGroup>