Troubleshooting

Login & Account Issues

I can’t log in

  • Check your email address — Make sure you’re using the same email you signed up with
  • Reset your password — Click “Forgot password?” on the login page
  • Check your inbox — Look for the password reset email (check spam/junk folders too)
  • Clear browser cache — Sometimes stale cookies cause login issues

I’m not receiving emails from Framework

  • Check your spam/junk folder
  • Add @framework.construction to your safe senders list
  • Verify the email address on your account is correct
  • Contact support if emails still aren’t arriving

Document Issues

My document upload is stuck or failing

  • Check file size — Very large files may take longer to process
  • Check file format — Framework supports PDF files. Other formats may not upload
  • Check your internet connection — Slow or unstable connections can cause upload failures
  • Try again — Temporary server issues can cause occasional failures. Wait a moment and retry
  • Check storage limits — Verify you haven’t reached your plan’s storage limit in Settings → Usage

My document shows as “processing” for a long time

  • Large documents with many pages take longer to process
  • Processing includes text extraction, block segmentation, and AI classification
  • Most documents complete within a few minutes
  • If a document has been processing for more than 30 minutes, contact support

My document was classified incorrectly

AI classification is automatic and usually accurate, but occasionally a document may be placed in the wrong category. This doesn’t affect the AI’s ability to search and reference the document — it’s primarily an organizational feature.

AI Chat Issues

The AI gives inaccurate or irrelevant answers

  • Be more specific — Include document names, section numbers, or trade names in your question
  • Start a new conversation — Long threads can accumulate context that leads to drift. A fresh conversation often improves quality
  • Check your documents — Make sure the relevant documents have been uploaded and fully processed
  • Use Plan mode first — Have the AI research before taking action to ensure it has the right context

The AI response is taking too long

  • Complex questions that require searching multiple documents take longer
  • Responses in Act mode (where the AI creates or edits content) may take additional time
  • If a response seems stuck (spinning for more than 2 minutes), try refreshing the page and sending the question again

Citations don’t point to the right page

  • Citation accuracy depends on the quality of the PDF’s text layer
  • Scanned documents without OCR may have less precise citations
  • The AI identifies the most relevant block — the cited page should contain or be very near the referenced information

Performance Issues

The app feels slow

  • Check your internet speed — Framework is a web application and requires a stable connection
  • Try a different browser — Chrome, Firefox, Safari, and Edge are all supported
  • Clear browser cache — Accumulated cache can sometimes cause sluggishness
  • Close unused tabs — Too many open browser tabs can reduce performance

PDF viewer is blank or not loading

  • Wait a moment — large PDFs may take a few seconds to render
  • Try refreshing the page
  • Ensure your browser is up to date
  • Check if browser extensions (like ad blockers) are interfering

Billing Issues

My payment failed

  • Check that your card hasn’t expired
  • Ensure your card has sufficient funds
  • Try adding a different payment method in Settings → Billing
  • Contact your bank if charges are being blocked

I see an unexpected charge

  • Check for overage charges — AI token usage beyond your plan’s allocation is billed at the end of each period
  • Check for add-on charges — Purchased add-ons appear as separate line items
  • Check for proration — Mid-cycle plan changes result in prorated charges or credits
  • Review your invoice in Settings → Billing for a full breakdown
  • Contact support with the invoice date if anything looks incorrect

General Tips

  • Refresh the page — Many transient issues resolve with a simple page refresh
  • Try a different browser — If something looks off, testing in another browser helps isolate the issue
  • Check the status page — If the platform seems down, check for any service announcements
  • Clear cache and cookies — This resolves many display and authentication issues
  • Contact support — If none of the above helps, reach out and we’ll get it sorted

Still stuck? Contact us at support@framework.construction or use the in-app feedback button. Include what you’ve already tried so we can help faster.

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