Q: My upload failed. What should I do?
A: Common upload issues and solutions:
File too large: Check if your file exceeds size limits (typically 100MB)
Unsupported format: Verify the file type is supported (all PDF, Doc, and PPT file types are currently supported)
Network issues: Try uploading again or use a smaller batch
Corrupted file: Test opening the file locally first
Q: The AI isn't understanding my industry-specific terms. How can I fix this?
A: You can improve AI understanding by:
Uploading a glossary document with definitions to relevant hubs
Using custom instructions on document metadata
Including context in your queries or adding specific terms and definitions you think are missing as you continue to chat with your knowledge
Providing feedback to the chat when responses aren't accurate
Q: I can't find a document I know I uploaded. What should I check?
A: Try these steps:
Check you’re in the correct hub (you might be in a different hub than where you uploaded your document)
Clear any active filters
Search by partial filename or content keywords
Check if the document is marked as archived
Verify you have appropriate permissions to see Hub knowledge
Q: Why don't I see certain features mentioned in Help Articles?
A: Features may vary based on:
Your subscription plan
Your role in the hub (Viewer, Editor, Admin)
Beta features that require opt-in
Features under rapid development. Users will be alerted as soon as new features go live.
Q: How do I contact support?
A: Multiple support channels available:
In-app chat (bottom right corner)
Email: [email protected]
Help center: help.narratize.com
Enterprise customers: Dedicated support line (if you don’t know your Customer Success Manager’s email, contact [email protected] or send us a message in-app to request assistance)
Q: What are your support hours?
A: Support availability:
Human support: Monday-Friday, 9 AM - 5 PM EST
Intelligent chat: Always available
Self-service help center: Always available
Q: How do I report a bug or request a feature?
A: Use the messenger in the app to:
Report bugs. Use the Record Your Screen feature within the Messenger to help our support team resolve your issue quickly.
Send feature requests to our support team. We’ll add these to our customer requests and you’ll be notified when new features go live.
Track the status of your submissions
Q: Where can I find training resources?
A: Training resources include:
Interactive onboarding within the app
Video tutorials in the help center
Quarterly webinars for new users
Custom training for enterprise teams. Contact your CSM for more information. If you don’t know who your CSM is, email [email protected] for an introduction.