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

# Troubleshooting

> Find the symptom that you see and follow the fix.

This page lists the problems that customers report most. Find your symptom, then follow the fix.

> **The widget doesn't appear**
>
> Check these causes in order.
>
> 1. The script tag is missing from the page, or it is in the wrong place. See [Script tag](https://paperlinkai.com/docs/developers/install/script-tag.md).
> 2. Your site sets a Content Security Policy that blocks the script. Allow the widget origins. See [Content Security Policy](https://paperlinkai.com/docs/developers/security/csp.md).

> **Visitors see 'Something went wrong. Please try again.'**
>
> The API key in your script tag is wrong, revoked or rotated. Create a new key. Put the new key in your script tag. Redeploy your site.
>
> See [API keys](https://paperlinkai.com/docs/developers/security/api-keys.md).

> **The bot stopped answering**
>
> Your workspace reached its reply limit, or your subscription is inactive. The widget shows your contact card.
>
> See [Billing statuses](https://paperlinkai.com/docs/guides/account/billing-statuses.md) and [Replies and reply packs](https://paperlinkai.com/docs/guides/account/replies-and-packs.md).

> **Visitors see: This website isn't allowed to use this assistant**
>
> The address of your site does not match your allowed origins.
>
> Allowed origins match exactly. There are no wildcards. The entry `https://example.com` does not cover `https://www.example.com`. Add each address on its own line in Settings, then select Save widget settings.
>
> See [Allowed origins](https://paperlinkai.com/docs/guides/bot/allowed-origins.md).

> **A document is stuck in Indexing**
>
> Indexing can take 1 to 3 minutes. Wait, then refresh the page.
>
> After 10 minutes without change, the dashboard shows "Taking longer than usual. Refresh to check again, or reprocess it." Select the circular arrow on the document row to reprocess the document.
>
> See [Document processing](https://paperlinkai.com/docs/guides/documents/processing.md).

> **An upload failed with a page limit**
>
> The dashboard shows a message like this: "This needs about N knowledge pages, and your plan allows X (Y used or in progress). Delete documents or upgrade your plan."
>
> Delete the documents that you no longer need, or choose a larger plan.
>
> During the trial, the message says "your trial allows 100". The trial includes 100 knowledge pages on each plan. Delete documents, or wait until the trial ends.
>
> A different message starts with "Processing limit reached". Each month you can send up to 3 times your plan's knowledge pages to the parser. The message gives the date that the budget resets. You can upload an unchanged document again at no cost. A document that failed before the parser completed does not count.
>
> See [Document processing](https://paperlinkai.com/docs/guides/documents/processing.md) and [Plans](https://paperlinkai.com/docs/guides/account/plans.md).

> **The bot says it doesn't know, but the answer is in my document**
>
> Check these causes in order.
>
> 1. The document is a scanned PDF. The text is a picture, and Paperlink AI has no OCR. Export the document again as a text-based PDF, then upload it.
> 2. The answer is in a table that is an image. The bot cannot read text inside an image. Add the content as text.
> 3. Open the question in Conversations. Check the Sources in the drawer to see which pages the bot used.
>
> See [Conversations](https://paperlinkai.com/docs/guides/insights/conversations.md) and [Upload documents](https://paperlinkai.com/docs/guides/documents/upload.md).

> **The text on my brand color is hard to read**
>
> The widget shows white or slate text on your brand color, whichever contrasts more. A mid-tone color can still look weak. Pick a stronger color in Settings, then select Save widget settings.
>
> See [Widget appearance](https://paperlinkai.com/docs/guides/bot/appearance.md).

> **I lost my API key**
>
> The dashboard shows the full key one time only. You cannot see it again.
>
> Rotate the key in Settings. The new key keeps the same name. The old key works for 10 more minutes, unless you revoke it immediately. Put the new key in your script tag.
>
> See [API keys](https://paperlinkai.com/docs/developers/security/api-keys.md).

> **Emails aren't arriving**
>
> Check these causes in order.
>
> 1. Open Notifications. Check that the category is on. The category "Billing and service" is always on.
> 2. Each person gets at most 2 non-critical emails in a rolling 24 hours. The extra items go into the weekly report.
> 3. The weekly report is on by default for Admins and off for Members.
>
> See [Notifications](https://paperlinkai.com/docs/guides/account/notifications.md).

> **[Still stuck? Contact support](https://paperlinkai.com/docs/guides/help/contact.md)**
>
> Tell us what you see, and we help you find the cause.


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