> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brainbox.com.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Help & Support

> Troubleshooting, FAQ, and customer support resources

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

## Troubleshooting

### Upload Issues

**Problem: "Unsupported File Type"**

* Check file format is supported (see [Files & Boxes](/en/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

### 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

<Tip>
  For detailed information about API error codes and troubleshooting, visit the [Error Codes Reference](https://app.brainbox.com.co/en/reference/errors).
</Tip>

### 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

### 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

### 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

## Frequently Asked Questions

### 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.

### Files

**Q: What file types are supported?**
A: 50+ types including PDF, Word, images, audio, video, spreadsheets, code. See [Files & Boxes](/en/files-boxes#supported-file-types).

**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.

### 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).

### 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.

### AI & Search

**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.

### 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.

## Contact Support

### Support Channels

**Email**

* General: [support@brainbox.com.co](mailto:support@brainbox.com.co)
* Security: [security@brainbox.com.co](mailto:security@brainbox.com.co)
* Privacy: [privacy@brainbox.com.co](mailto:privacy@brainbox.com.co)

**In-App Support**

* Not currently available
* Use email support channels below

**Response Time**

* Usually within 24 hours
* Priority support for Advanced/Professional plans

### When Contacting Support

Include:

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

### 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](mailto:support@brainbox.com.co)

## Exporting Your Data

### 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

### Export Settings

Include options for:

* Citations (source references)
* Timestamps (dates/times)
* File references
* AI model info

### Download Files

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

### Full Account Export

For complete account backup:

1. Contact [support@brainbox.com.co](mailto:support@brainbox.com.co)
2. Request account export
3. Get files in standard formats
4. Download within 30 days

## Privacy & Data

### Your Privacy

* Your data is encrypted
* Not shared with advertisers
* Not used for marketing without consent
* No AI training on your data without permission
* [Full Privacy Policy](https://drive.google.com/file/d/1W_k49wFqX9hQkv-GSbjpzjDVxH5KotUd/view)
* [Terms & Conditions](https://drive.google.com/file/d/1qlGgvg3vVzSVD1OZYDOCnIC2-AGbMKnq/view)

### 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

<Tip>
  If you need data exported in a format BrainBox doesn't support, please reach out to [support@brainbox.com.co](mailto:support@brainbox.com.co) and we'll help you access your information.
</Tip>

### Data Deletion

To delete your account and all associated data:

1. Contact [support@brainbox.com.co](mailto: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

<Note>
  Account deletion is not currently available in the UI. Please contact support to initiate the process.
</Note>

## Still Need Help?

**Before Contacting Support:**

1. Check this Help page
2. Search FAQ for your question
3. Review [troubleshooting](#troubleshooting) section
4. Clear browser cache and try again

**Then Contact:**

* Email: [support@brainbox.com.co](mailto:support@brainbox.com.co)
* In-app: Help → Contact Support

**For Urgent Issues:**

* Professional plan: Priority support
* Enterprise: Dedicated account manager

***

**Quick Links:**

* [Getting Started](/en/getting-started)
* [Account & Workspaces](/en/account-workspaces)
* [Files & Boxes](/en/files-boxes)
* [AI Chat & Search](/en/ai-chat-search)
* [Security & Compliance](/en/security-compliance)
* [Plans & Billing](/en/plans-billing)

Have more questions? [Contact our support team](mailto:support@brainbox.com.co)!