# Troubleshooting Your Account

## Troubleshooting Your Chatly Account

If your Chatly web account is not functioning as expected, most issues can be resolved by following a few systematic checks. This guide outlines common problems, their causes, and practical steps to restore normal access.

### General Troubleshooting Steps

#### 1. Log Out and Back In

* Navigate to the Chatly website.
* Select Log Out from the profile options.
* Wait a few seconds, then log back in with your credentials.
* This action refreshes your session and often resolves temporary glitches.

#### 2. Clear Browser Cache and Cookies

Cached files or stored cookies may cause loading or display errors.

* Open your browser settings.
* Locate Clear Browsing Data.
* Select Cached images and files and Cookies and other site data.
* Click Clear Data and restart the browser.
* Log back into Chatly.

#### 3. Try a Different Browser

Access Chatly using an alternate browser (e.g., switch from Chrome to Firefox) to rule out browser-specific issues.

#### 4. Verify Internet Connection

* Ensure your internet connection is active and stable.
* Refresh the page or reconnect to your network if necessary.

#### 5. Update Your Browser

* Use the latest version of your browser for compatibility and performance.
* Outdated versions may cause slow loading or feature failures.

#### 6. Disable Browser Extensions

* Some extensions interfere with Chatly’s interface.
* Temporarily disable extensions or open Chatly in an Incognito/Private Browsing window.

### Common Issues and Fixes

#### Tool Errors or Crashes

Why It Happens

* Outdated browsers.
* Insufficient system resources.
* Conflicts caused by third-party extensions.

How to Fix It

* Update your browser to the latest version.
* Close unnecessary applications to free memory and processing power.
* Use an Incognito/Private window to test if extensions are the cause.

#### Uploads Not Working

Why It Happens

* Unsupported file format.
* File size exceeds platform limits.
* Interrupted or weak internet connection.

How to Fix It

* Check file format and size against Chatly’s requirements.
* Confirm your internet connection is stable.
* Retry uploads using a different browser or device.

#### Billing and Subscription Issues

Why It Happens

* Expired or invalid payment method.
* Declined transactions by bank or card issuer.
* Subscription misconfiguration.

How to Fix It

* Update your payment details in Manage Billing.
* Review your email inbox for payment failure notices.
* If issues continue, contact Chatly Support for account-specific assistance.

### Contacting Support

If the above steps do not resolve the issue, contact our support team:

[**support@chatlyai.app**](mailto:support@chatlyai.app)

Provide the following details to speed up resolution:

* The issue you are experiencing.
* The browser and device you are using.
* Screenshots or error messages, if available.

### Security Reminder

* Keep your account details private and secure.
* Never share your password with anyone, including Chatly team.
* Always sign out after using Chatly on shared or public devices.

<br>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.chatlyai.app/troubleshooting/troubleshooting-your-account.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.