Reflects the product as of 2026-06-10
Quick answers to the issues and questions we hear most. Each entry: what you're seeing, why, and what to do.
I can't sign in. Check for typos first — the error for a wrong email and a wrong password is the same on purpose. After several failed attempts your account locks temporarily for protection; wait a few minutes, or use "Forgot password?" to reset. Reset links arrive within a minute — check spam if not.
My password isn't accepted at registration. 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 Admin to resend it from Settings → Team.
The AI buttons are disabled. You've used this cycle's AI Generations allowance. Everything else — editing, calculating, exporting — still works. See your usage in Settings → Billing; upgrade or buy an overage pack to continue, or wait for the monthly reset.
"Analyze" didn't fill in everything / picked the wrong industry. Website analysis fills what it can verify and leaves the rest to you — that's by design, and every auto-filled value carries a confidence indicator so you know which is which. If the industry couldn't be matched, you'll see a hint asking you to pick the closest sector manually.
Serre says this company already exists. Duplicate detection found a matching prospect in your workspace. Follow the link in the warning to the existing profile instead of creating a second copy — cases and briefs stay attached to the original.
I edited a value driver but my business case didn't change. Working as intended. Generated cases freeze their numbers so a document you've already delivered never changes behind your back. To adopt the updated driver, open the case and re-run the Calculate step. See What is a business case?.
My ROI looks absurdly high. The math is probably right and an input is probably wrong — check units (monthly vs. annual is the classic) in the Inputs phase, and expand the driver's calculation trace to see exactly where the number comes from. If the inputs are genuinely right, Val Review will still flag four-digit ROI as hard to believe; consider benefits-only mode.
Why is my case still marked Draft? A case stays Draft until you complete the Calculate step, which stamps the results and flips it to Generated.
The PPTX / Excel buttons are grayed out. Those formats belong to higher plans — the tooltip says "Upgrade plan to enable". PDF export is available on every plan.
My share link stopped working. Either it was revoked (by you or a teammate) or the case was archived. Generate a new link from the case's Deliver phase.
Someone changed the case — does my share link show the changes? The link shows the latest stamped snapshot. Edits appear only after someone re-runs Calculate.
A driver shows an "Incomplete" badge. It's missing a formula or its variables. Open it and click "Finish setup" — the checklist in the Studio shows exactly what's left.
I can't save my driver. The "Save to library" button enables when the checklist is complete: a name, at least one input, a valid formula, and every variable referenced in the formula actually defined. The formula preview shows the specific error.
Still stuck? Contact support — and tell us what guide failed you, so we can fix it.