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Login Issues

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Can’t Login

Problem: Login page shows error Check:
  • Verify username correct (check email for username)
  • Verify password correct (use forgot password if needed)
  • Browser cookies enabled
  • Internet connection working
Solution:
  1. Click “Forgot Password”
  2. Enter email address
  3. Check email for reset link
  4. Set new password
  5. Try logging in again

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Wrong Organization

Problem: Can login but don’t see your organization Check:
  • Did you sign up with correct organization?
  • Contact admin to verify you’re in system
  • Try different browser or device
  • Clear browser cache
Solution:
  • Admin can add you to organization
  • May need to signup again
  • Contact support if issue persists

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Claims Issues

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Claim Not Showing

Problem: Claim I created doesn’t appear Check:
  • Refresh page (F5)
  • Check you have permission to see it
  • Try filtering off to see all claims
  • Check claim was actually submitted
Solution:
  • Wait 10 seconds for system sync
  • Check claim list without filters
  • Try different browser
  • Contact admin if still missing

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Voice Transcription Wrong

Problem: Voice recording transcribed incorrectly Check:
  • Was audio quality good? (no background noise)
  • Did you speak clearly?
  • Language set correctly?
Solution:
  • Edit transcription text manually
  • Add more context/description
  • Resubmit with better audio quality
  • Your correction trains AI

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Image Upload Failed

Problem: Can’t upload image to claim Check:
  • File format: PNG, JPG, or WebP
  • File size < 10MB
  • Internet connection good
  • Browser supports uploads
Solution:
  • Try smaller image
  • Convert to JPG format
  • Resize if very large
  • Try different browser

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AI Classification Wrong

Problem: AI classified claim incorrectly Check:
  • Is your description clear?
  • Did you provide enough context?
  • Check AI confidence score
Solution:
  • Click to change category
  • Add more description
  • Your correction trains AI
  • Next similar claim, AI gets it right

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Dashboard Issues

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Metrics Seem Wrong

Problem: Numbers don’t make sense Check:
  • Date range correct? (maybe looking at wrong period)
  • Filters applied? (might be hiding data)
  • Any open claims in wrong status?
Solution:
  • Reset filters: “Show all”
  • Adjust date range
  • Verify claim statuses
  • Refresh page
  • Contact admin if discrepancy

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Dashboard Slow

Problem: Metrics take forever to load Check:
  • Internet connection speed
  • Browser performance
  • Too much data in date range?
  • Other tabs/apps running?
Solution:
  • Reduce date range
  • Filter to smaller dataset
  • Close other browser tabs
  • Refresh page
  • Use simpler date range

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Notification Issues

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Not Receiving Notifications

Problem: Missed assignments or updates Check:
  • Email spam folder (check there)
  • Email notifications enabled in settings
  • Correct email address in profile
  • Did action really happen?
Solution:
  1. Check Settings → Notifications
  2. Verify email address
  3. Check spam folder
  4. Try in-app notifications instead
  5. Ask admin to verify settings

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Too Many Notifications

Problem: Notification overload Solution:
  • Go to Settings → Notifications
  • Disable unnecessary notifications
  • Set digest mode (get updates hourly vs immediately)
  • Mute specific departments
  • Only critical alerts if needed

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SLA Issues

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Claim Showing Overdue But I’m Working On It

Problem: Claim marked overdue even though I’m handling it Check:
  • Is status set to “IN_PROGRESS”?
  • Or still showing “OPEN”?
  • When was claim created vs deadline?
Solution:
  1. Click claim
  2. Change status to “IN_PROGRESS”
  3. This shows you’re working
  4. SLA at-risk warnings disappear
  5. Actual deadline still same

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SLA Deadline Seems Wrong

Problem: Deadline calculation doesn’t make sense Check:
  • Verify priority assigned correctly
  • Check SLA policy (admin sets deadlines)
  • Exclude weekends? (check settings)
Solution:
  • Contact manager to review
  • Admin can check SLA policies
  • May need custom SLA configuration

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AI Issues

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Chat Assistant Doesn’t Know Answer

Problem: “I don’t have that information” Reasons:
  • Question not in knowledge base
  • Information not in any claim
  • Unclear question
  • Missing documentation
Solution:
  • Ask differently
  • Add context to question
  • Check if documentation exists
  • Contact admin to add to knowledge base

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Agent Gives Wrong Answer

Problem: Assistant provides incorrect information Solution:
  1. Report to admin
  2. Tell admin what was wrong
  3. Admin updates knowledge base
  4. Next time, agent gets it right
  5. Feedback trains system

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Permission Issues

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Can’t Access Something

Problem: Feature or claim is blocked Reasons:
  • Your role doesn’t allow it
  • Different organization
  • Claim confidential
  • Department-restricted
Solution:
  • Contact manager for access
  • Verify you’re in right organization
  • Ask if information is restricted
  • Admin can grant permissions

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Can’t Assign to Person

Problem: User won’t appear in assignment dropdown Check:
  • Person in same organization?
  • Person in same department?
  • Person active (not deactivated)?
Solution:
  • Admin adds person to department
  • Verify person exists in system
  • Try different user
  • Refresh page

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Getting Help

Can’t find answer here?
  1. Check FAQ
  2. Review Glossary
  3. Contact your manager
  4. Email support: support@intelligate.com
  5. Ask your AI chat assistant

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Next Steps