Fix common issues

Likely cause: incorrect password or an expired reset link.

Fix:

1. Double-check that you’re using the correct email address
2. Click Forgot password on the login page and follow the reset steps
3. Check your spam folder for the reset email — links expire after one hour, so request a fresh one if needed
4. Make sure you’re visiting advizrclients.com (not a different URL)
5. If you still can’t log in, message your FDE for a manual reset

Likely cause: browser cache, network issue, or an outdated browser.

Fix:

1. Refresh the page (Ctrl+R or Cmd+R)
2. Clear your browser cache and cookies for advizrclients.com
3. Try a different browser — Chrome, Firefox, Safari, or Edge
4. Check your internet connection
5. If the issue persists, the platform may be undergoing maintenance — wait a few minutes and try again

Likely cause: a temporary processing delay or session timeout.

Fix:

1. Wait 10–15 seconds — some responses take time, especially for document analysis
2. Check whether a loading indicator is visible (the AI may still be processing)
3. Refresh the page and send your message again
4. Start a new thread and retype your question
5. If Chat remains unresponsive, email your FDE or book a call

Likely cause: the file is too large, in an unsupported format, or the connection dropped.

Fix:

1. Check the file size — the maximum is 25 MB per file
2. Check the format — supported types are PDF, DOCX, TXT, XLSX, CSV, PNG, JPG, and JPEG
3. Try uploading a smaller file to confirm the upload function works
4. If you’re on a slow connection, try again on a faster network
5. If the problem persists, try a different browser

Likely cause: email digests are turned off, or emails are going to spam.

Fix:

1. Check your notification preferences to make sure email digests are enabled
2. Check your spam or junk folder for emails from Advizr
3. Add the Advizr sender address to your contacts or safe senders list
4. In-app notifications appear even if email is disabled — check the bell icon in the top bar

Likely cause: screen size or zoom level.

Fix:

1. Set your browser zoom to 100%
2. Rotate your phone to landscape mode
3. If you added the site to your home screen, remove it and re-add it
4. Update your browser to the latest version
5. The platform is optimized for screens 320px and wider — very small screens may have layout limitations

Likely cause: the 24-hour session token has expired.

Fix: log in again. Sessions last 24 hours and renew automatically while you’re active, so this only happens after extended idle periods — it’s a security feature, not a bug. If you’re being logged out while actively working, clear your browser cache and try again. See Login and security for how sessions work.