Troubleshooting

I cannot sign in on the website

The sign-in page tells you what went wrong. The messages and what they mean:

Use the same email address every time. A different address is a different account, and a new address creates one when you enter its code. Use a different email goes back to the first step.

The sign-in code does not arrive

1. Check the spam or junk folder, and that the address on the page is the one you meant. Use a different email lets you correct it.
2. Wait for the timer on Send a new code (about a minute), then press it. If you ask again within about a minute of the last email, the page says "A code was sent a moment ago. Enter it, or ask for a new one when the timer ends."
3. If the page says "We could not send the email. Try again shortly.", the email service had a problem: wait a few minutes and try again.
4. If you have a password, you can sign in with it instead: press Use a password instead.
5. If no code ever arrives, email support@aiinterviewassistant.com from the address you use, and say which address you tried.

I was signed out, or the page asks for a recent sign-in

The website keeps you signed in for a limited time, and a sign-in that started from the desktop app's button is shorter still. When it ends, the account page takes you to the sign-in page, and the pages that connect the app (Connect the app and Sign in to the app) say "Your sign-in ended" with a Sign in again button. Some actions ask for a sign-in made in the last 15 minutes even though you are signed in, such as downloading a data export ("For your security, downloading your data needs a recent sign-in") and deleting your account. Press Sign in again next to the message, sign in, and repeat the action.

The app does not finish signing in

• After Sign in the app says "Opening your browser to sign in…" and waits. Look for the tab in your default browser; it may have opened behind other windows. Finish the sign-in there (see Sign in to the desktop app).
• Whatever went wrong (you pressed Cancel, a code expired, the browser could not open), the app shows the same message: "Sign-in was not completed. You can try again." Press Sign in again.
• The app has no Cancel button and waits with no time limit, even if you close the tab. If you closed the tab without answering and the app is still waiting, close the app window and open the app again.
• If the browser route does not work on this PC, use Sign in with a code: the app shows a short code, and you approve it on any device. The code works for ten minutes and only once; press the button again for a new one.
• On the code page, press Sign the app in only if the code is exactly the one on your computer. Not me, turn it down refuses it.

The app says my session expired or shows other sign-in messages

The app shows “Upgrade” although I have a subscription

1. Sign in to the same account in the app as on the website. Your account page shows the email address under Subscription.
2. Check the status there. If it is Active, Trial or Ending, the app will pick it up. It reads your plan when it starts and when you press Refresh on its Account page (newer versions also when you return after Upgrade, and have Check my plan), so close and reopen the app if it still shows the Upgrade card.
3. If the status is Expired, Paused, Access removed or No subscription, see The status on your account.
4. If the app cannot reach the service, it may be unable to confirm your plan. See The app cannot reach the service.

A payment failed, or the status says Payment problem

You keep access for a short grace period, and the account page shows when it ends. Press Manage subscription, invoices and payment method, update your payment method or complete the payment your bank asks for (Action required). Your data is not deleted. If the payment is not recovered, premium features turn off and the subscription expires; you can subscribe again. See If a payment fails.

I paid but the account still says the payment is being confirmed

Confirmation from the billing provider usually takes a few seconds. After about a minute the page says it has not confirmed your payment yet. Press Check again. If the subscription still does not appear, contact support at support@aiinterviewassistant.com instead of paying again.

The status says Access removed

Premium access was removed after a refund or a payment dispute. Your account, data export, deletion and support stay available. If you think this is a mistake, contact support. See Refunds.

Device limit reached

Your plan allows a limited number of active devices, and the Devices section of your account page says how many while your plan is active. When every place is used, a new computer is not added to the list, and the app does not show a message about it.

1. Open the Devices section and look at the list: each computer shows as "Windows desktop (name of the PC)" with its version and when it was last seen.
2. Press Sign out next to a computer you no longer use, and confirm. Nothing on that computer is deleted; the app there will need to sign in again.
3. The app on the new computer registers itself the next time it refreshes your account, for example when you restart it.

Signing out in the app does not remove a computer from the list, so remove it here. See Devices and the device limit.

The app cannot reach the service

• Check your internet connection, then the status page for an incident. Account and sign-in, subscriptions, billing and the website are listed there.
• The app keeps recognizing your plan for a limited time after its last successful check: your account page shows how many hours under Offline use.
• AI guidance and speech through the service need a connection even when your plan is still recognized: offline, the app cannot get answers.
• If the offline time runs out, the app can no longer confirm your plan and shows the Upgrade card. Reconnect, then close and reopen the app, or press Check my plan if your version has that button; while the service cannot be reached it says "Your plan couldn't be checked because the service can't be reached. Try again in a moment."
• Network errors never sign you out by themselves.

The app finds no audio device, or the microphone records silence

• "No desktop audio devices were found. Check that an output device is enabled." Enable a playback device in Windows, then press Refresh.
• If the app says Windows privacy settings block microphone access for desktop apps, allow it in Windows Settings → Privacy & security → Microphone, or leave the microphone off.
• Call audio captures everything the chosen output device plays, so the transcript may include music or notification sounds. Mute or close other audio.
• Press Start session only after the check passes. If it says "Choose the call audio device, the microphone or a screen source before starting.", choose one.

AI is unavailable, or my AI credits are used up

During a session the app tells you when guidance stops. The messages, and what to do:

• "AI guidance is temporarily unavailable. Try again in a few minutes." Wait and try again. Check the status page if it lasts. The Account page says "AI is temporarily unavailable. Try again in a few minutes."
• "This month's AI allowance is used up. It resets when your next monthly period starts. The Account page shows the date." Guidance resumes on that date. The AI credits section of your account page shows what is left and when it resets, and so does the app's Account page ("You've used this month's AI allowance. It resets on …"). Unused credits do not roll over.
• "This account reached its monthly AI usage limit, so AI is paused for now." Wait for the next period.
• "Your plan doesn't include AI guidance right now." (the Account page says "Subscribe to use AI guidance.") Your plan is not active. See The app shows “Upgrade” although I have a subscription.

Speech problems

• If speech through the service is refused, for example because the monthly allowance is used up, newer versions of the app tell you and use Windows speech on your computer instead. The allowance resets on the date shown on the Account page.
• Windows speech on your computer needs a speech recognizer (and, for reading aloud, a voice) for your language. When neither the service nor Windows can do it, newer versions of the app say "Speech can't be transcribed: included speech isn't available right now, and this computer has no Windows speech recognizer for the session language." or "Guidance can't be read aloud: included speech isn't available right now, and this computer has no Windows voice." Add a speech recognition language, or a voice, under Windows Settings → Time & language → Speech.
• Words not recognized? Set Speech language on the Session page to the language you speak (a code such as en-US) and OCR language to the language of the text on screen.
• Hearing nothing? Output must be AudioOnly or TextAndAudio, the right Output device chosen, and Mute off. Test plays a short sound.

Downloading an export or deleting my account does not work

• Both need a sign-in made in the last 15 minutes. Press Sign in again next to the message, sign in, and try straight away.
• An export is available to download for 72 hours after it is ready. If it has passed, request a new one in the app (Account → Your data → Export account data).
• The app's Account page is not shown while your subscription is inactive. Delete your account from the website. If you need an export and cannot reach that page, contact support.
• A scheduled deletion can be canceled on the account page until its date.

More in Export your data and Delete your account.