Quick answers to the issues and questions we hear most. Each entry: what you're seeing, why, and what to do.
Account & sign-in#
I can't sign in. Check for typos first. A wrong email and a wrong password show the same error on purpose. After several failed attempts your account locks temporarily for protection. Wait a while, or use "Forgot password?" to reset it. Check spam if the reset email doesn't arrive.
It says "Verify your email to sign in". Your password is right, but you haven't clicked the link from your sign-up email yet. Click "Resend verification email" if you can't find it.
My password isn't accepted. Passwords need at least 10 characters, including an uppercase letter, a lowercase letter, and a number.
My team invite link doesn't work. Invites expire. Ask an Owner or Admin to send you a new one from Settings → Team.
AI features#
The AI buttons are disabled. Hover over the button to see why. Usually your workspace has used its AI credits for this period. Everything else — editing, calculating, exporting — still works. See your balances in Settings → Billing. From there you can "Buy AI credit pack", move to a bigger plan, or wait for your next period.
If the reason says the workspace AI usage cap is reached, an admin has set a limit in Settings → Billing. Ask them to raise it. AI actions also pause while a subscription payment has failed.
"Analyze website" didn't fill in everything, or picked the wrong industry. Website analysis fills what it can find and leaves the rest to you. That's by design. Review every field before you save. If the industry couldn't be matched, you'll see a hint asking you to pick it yourself.
Serre says this account already exists. An account with that name is already in your workspace. Click "Use existing" so your cases stay in one place, or "Create new anyway" if it really is a different company.
Business cases & numbers#
I edited a value driver but my business case didn't change. Working as intended. Each case keeps the version of every driver it was built with, so a case you've already delivered never changes behind your back. New cases use the updated driver. See What is a business case?.
My ROI looks absurdly high. The math is probably right and an input is probably wrong. Check units in the Inputs step — monthly vs. annual is the classic. If the inputs are genuinely right, Val Review will still flag an ROI that's hard to believe. Consider switching the case to Benefits only, which hides ROI and payback.
Why is my case still marked Draft? A case stays Draft until you complete the Calculate step. That saves the results and marks it Generated.
Exports & sharing#
The PPTX or XLSX button is grayed out. Every paid plan includes PDF, PPTX and XLSX. If the button says "Update billing to enable", a subscription payment has failed — PDF keeps working until you fix it in Settings → Billing. "Upgrade plan to enable" means the workspace has no paid plan. "Complete the case first" means your workspace requires a review before export.
My share link stopped working. It was revoked, it expired (links last 90 days), or the case was deleted. Open the case's Deliver step and click "Share link" to send a new one.
Someone changed the case — does my share link show the changes? The link shows the latest calculated numbers. Edits appear only after someone runs Calculate again.
Value drivers#
A driver shows an "Incomplete" badge. It's missing something it needs to calculate. Click "Finish setup" — the Ready to save? checklist in the Studio shows exactly what's left.
I can't save my driver. "Save to library" turns on when the checklist is complete: Named, Inputs defined, Formula valid, and Defaults set. Each open item says what to fix.
Still stuck? Click Help (the ? in the top bar) to reach support — and tell us which guide failed you, so we can fix it.