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Find answers to common questions and get help when you need it.

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Troubleshooting

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Upload Issues

Problem: “Unsupported File Type”
  • Check file format is supported (see Files & Boxes)
  • Convert to PDF or supported format
  • Retry upload
Problem: “File Too Large”
  • File exceeds 1 GB limit
  • Split into smaller parts
  • Or upgrade to higher plan
  • Retry with smaller file
Problem: “Storage Limit Reached”
  • Workspace is full
  • Delete unnecessary files
  • Or upgrade plan
  • Free up space then retry
Problem: Upload Stalled or Very Slow
  • Check internet connection
  • Use stable WiFi
  • Don’t navigate away during upload
  • If completely stuck: Refresh and retry

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Chat & AI Issues

Problem: No Response from AI
  • Check internet connection
  • Refresh the page
  • Try different AI model
  • Check quota not depleted
  • Wait a moment (server load)
  • Clear browser cache if persistent
Problem: “Insufficient Intelligence Units”
  • Used up monthly quota
  • Wait for renewal date
  • Upgrade to higher plan
  • Ask simpler questions
  • Use Flash model instead of Pro
Problem: Answer is Wrong or Irrelevant
  • Ask more specific question
  • Include file names
  • Rephrase question
  • Try different AI model
  • Verify files are “Indexed” status
  • Check answer citations
Problem: Answer Missing Citations
  • Verify files in box
  • Ensure files fully processed
  • Try rephrasing question
  • Check if info exists in files
  • Use “Copy with Citations” button
For detailed information about API error codes and troubleshooting, visit the Error Codes Reference.

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Search Issues

Problem: Search Returns No Results
  • Files may still processing
  • Try different search terms
  • Check for typos
  • Use semantic search (ask naturally)
  • Verify files added to box
Problem: Results Not Relevant
  • Use more specific terms
  • Try exact phrase with quotes
  • Combine terms with AND
  • Filter by file
  • Try semantic search instead

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Collaboration Issues

Problem: Invited Person Can’t Access
  • Check spam/junk folder
  • Resend invitation
  • Verify correct email
  • Invitation expired after 7 days
  • Have them check email link
Problem: Permission Denied Error
  • Check your role in workspace
  • Viewer: Can’t edit, only view
  • Ask Admin/Owner for higher role
  • Or have them share specific box
Problem: Can’t Remove Member
  • Check if last owner (cannot remove)
  • Transfer ownership first
  • Ensure you have admin role
  • Check they’re not in multiple roles

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Account Issues

Problem: Can’t Log In
  • Verify you’re using the correct email address
  • Try using a different browser
  • Clear your browser cache and cookies
  • Make sure your Google or Microsoft account is working
  • Wait 30 minutes if you’ve had multiple failed attempts
  • Contact support if the issue persists
Problem: Preferences Not Saving
  • Clear browser cache
  • Log out and log back in
  • Try different browser
  • Contact support if continues

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Frequently Asked Questions

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General

Q: What is BrainBox? A: AI-powered document management platform where you upload files, organize them in Boxes, and ask AI questions about your content. Q: Do I need technical skills? A: No. BrainBox is designed for anyone. Upload files, click to chat, ask questions. Q: Is my data private? A: Yes. Personal workspace is private. Team workspaces share only with invited members. Encryption and security built-in. Q: Can I download my data? A: Yes. Export chats to PDF/HTML/Markdown. Export all data by contacting support. Q: Does BrainBox work on mobile? A: Yes, responsive web interface. Full features on desktop.

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Files

Q: What file types are supported? A: 50+ types including PDF, Word, images, audio, video, spreadsheets, code. See Files & Boxes. Q: What’s the file size limit? A: 1 GB per file maximum. Q: How long does processing take? A: Small files (< 10 MB): 1-2 minutes. Large files: hours. Process happens in background. Q: Can I delete files? A: Yes. Click file → Delete. Cannot be recovered. Q: Does uploading reduce my computer storage? A: No. File stays on your computer. Copy sent to BrainBox.

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Plans

Q: Which plan should I choose? A: Free for testing. Starter for casual use. Plus for active users. Advanced for power users. Professional for teams. Q: What are Intelligence Units? A: Credits for AI interactions. Each question costs IUs. Monthly reset. Q: What if I run out of IUs? A: Cannot ask new questions until next month or upgrade. Q: Can I buy extra units? A: Some plans allow extra purchases. Check your plan details. Q: When does quota reset? A: Intelligence Units monthly. Indexed Pages also reset monthly. Storage doesn’t reset (cumulative).

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Sharing

Q: How do I invite team members? A: Workspace Settings → Members → Invite. Enter email, choose role. Q: What’s difference between workspace and box sharing? A: Workspace: Invite people to entire workspace. Box: Share specific box only. BrainBox uses per-box sharing (not per-file). Q: Can I make something public? A: Yes. Create public link. Viewers need to log in to BrainBox to access shared boxes. Q: How do I remove someone’s access? A: Members list → Find person → Remove. Immediate revocation. Q: Can I share with external people? A: Yes. Use public links or share specific boxes. Q: Which AI model should I use? A: Default for most questions. Precise for accuracy. Pro for complex. Flash for speed. Q: Why does Pro model cost so much? A: It’s more powerful (15x IUs). Use for complex problems only. Q: Can I search across all boxes? A: Yes. Use global search in top navigation (searches by box name only, not content). Q: What’s semantic search vs full-text? A: Semantic: AI understands meaning. Full-text: Keyword matching. Use semantic for questions, full-text for specific terms. Q: How do citations work? A: AI links answers to source documents. Click to jump to source. Verify accuracy.

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Settings

Q: How do I check my usage? A: Go to your workspace plan page (click workspace name → Plan/Billing) to see Intelligence Units, Indexed Pages, and Storage usage. Q: How do I change my password? A: BrainBox uses Google or Microsoft authentication - no password to change. Q: Can I change my email? A: Usually cannot change (unique login). Contact support for exceptions. Q: How do I enable dark mode? A: Dark mode is not currently available in BrainBox. Q: Where do I find my API key? A: Settings → API Keys (or Developer). Generate new key there.

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Contact Support

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Support Channels

Email In-App Support
  • Not currently available
  • Use email support channels below
Response Time
  • Usually within 24 hours
  • Priority support for Advanced/Professional plans

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When Contacting Support

Include:
  • What you were doing
  • What went wrong
  • Error message (if any)
  • Your browser/device type
  • Screenshots if helpful

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Reporting Bugs

Found a bug? Let us know:
  1. Describe steps to reproduce
  2. Include screenshots
  3. Note what you expected vs what happened
  4. Send to support@brainbox.com.co

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Exporting Your Data

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Export Chats

  1. Open chat you want to export
  2. Click “Export” or menu
  3. Choose format: PDF, HTML, or Markdown
  4. Select range (entire chat or part)
  5. Click “Export”
  6. File downloads to your computer
Best Formats:
  • PDF: Professional, printable
  • HTML: Email friendly
  • Markdown: Note-taking apps

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Export Settings

Include options for:
  • Citations (source references)
  • Timestamps (dates/times)
  • File references
  • AI model info

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Download Files

  1. Go to Files section
  2. Find file
  3. Click download icon
  4. File saves to Downloads folder

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Full Account Export

For complete account backup:
  1. Contact support@brainbox.com.co
  2. Request account export
  3. Get files in standard formats
  4. Download within 30 days

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Privacy & Data

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Your Privacy

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Your Data Rights (GDPR)

  • Right to Access: Export data anytime
  • Right to Deletion: Delete account and data
  • Right to Portability: Download in standard formats
  • Right to Rectification: Update your information
If you need data exported in a format BrainBox doesn’t support, please reach out to support@brainbox.com.co and we’ll help you access your information.

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Data Deletion

To delete your account and all associated data:
  1. Contact support@brainbox.com.co
  2. Request account deletion
  3. Support team processes your request
  4. All data deleted from systems
  5. Backups retained for 90 days per compliance requirements
Account deletion is not currently available in the UI. Please contact support to initiate the process.

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Still Need Help?

Before Contacting Support:
  1. Check this Help page
  2. Search FAQ for your question
  3. Review troubleshooting section
  4. Clear browser cache and try again
Then Contact: For Urgent Issues:
  • Professional plan: Priority support
  • Enterprise: Dedicated account manager
Quick Links: Have more questions? Contact our support team!