Find your issue below, or use Ctrl/Cmd + F to search. Each section links to the full documentation page for that feature.
Login & Account Access
See Login & Account Access for full details.
| Problem | Solution |
|---|
| Can’t log in | Check your email and password. Use Forgot Password if needed. Clear browser cache or try a different browser. |
| Verification email not received | Check spam/junk folder. Verify the email address. Wait up to 5 minutes. Request a new email from the verification page. |
| Session expired | Log back in — your documents and data are preserved. |
| Google vs email login confusion | Jenni merges accounts under the same email. Try the method you originally signed up with. Use Forgot Password to set a password if you only used Google. |
| Account disabled | Contact support@jenni.ai. |
Subscription & Billing
See Plans & Billing for full details.
| Problem | Solution |
|---|
| Payment failed | Check card details and expiration. Try a different payment method. Contact your bank if the transaction is being blocked. |
| Charged twice | Check billing history in Settings > Billing. Mid-cycle plan changes create a prorated charge plus a new cycle charge, which can look like a duplicate. Contact support@jenni.ai with invoice numbers if you believe it is an error. |
| Features not unlocking after payment | Refresh the page. Check Settings > Billing to confirm the plan updated. Allow a few minutes for processing. Contact support if it persists. |
| Cancelled but still charged | Cancellation takes effect at the end of the current billing period. If you were charged after that date, contact support@jenni.ai with your billing history. |
| Limits not resetting | Free autocompletes reset at midnight UTC (not your local timezone). Plus limits reset on your billing cycle date, not the 1st of the month. Check Settings > Billing for your cycle date. |
| Hitting limits faster than expected | Each accepted autocomplete suggestion, AI edit, and chat message counts individually. Check your usage breakdown in Settings > Billing. |
Document Editor
See Document Editor for full details.
| Problem | Solution |
|---|
| Editor not loading | Refresh the page. Check your internet connection. Clear browser cache. Try a different browser. Check whether browser extensions (ad blockers, privacy tools) are interfering. |
| Content not saving or changes lost | Jenni auto-saves in real time. If the connection indicator shows “offline,” changes are queued and sync when you reconnect. If content appears lost, check Version History to restore a previous version. |
| Editor slow or laggy | Documents over 500,000 characters may slow down. Large images increase load time. Split long documents, reduce image sizes, and close unused browser tabs. |
| AI features not responding | Check your usage limits. Verify your internet connection. Reload the page. |
AI Features
| Problem | Solution | Details |
|---|
| Autocomplete not appearing | Check that autocomplete is enabled in document settings. Check your remaining plan allowance. Press Ctrl/Cmd + / to trigger manually. | AI Autocomplete |
| Autocomplete suggestions low quality | Add more context — write another sentence, refine headings, or check the document language setting. | AI Autocomplete |
| Chat not responding | Reload the page and try again. Long documents may take extra seconds on the first message of a new thread. | AI Chat |
| Chat responses off-topic | Add more document content. Be specific in your prompts. Highlight a section before asking. | AI Chat |
| Chat citations not appearing | Make sure the source exists in your library and that library search is enabled in chat preferences. | AI Chat |
| Review taking a long time | Documents over 50,000 characters may take up to a minute. The progress bar shows section status. | Reviews |
| Review stopped unexpectedly | A network timeout may have interrupted the review. Click the refresh icon to re-run. Previous results are preserved. | Reviews |
| “Running for another document” message | Only one review runs at a time across all open documents. Wait for the current review to finish, or stop it. | Reviews |
| Outline not generating | Enter a descriptive title with at least a few words. Try Smart mode for more flexibility. | Outline Builder |
See Citation Management for full details.
| Problem | Solution |
|---|
| Cannot find a specific paper | Search by DOI or exact title. Some preprints and grey literature may not appear in the default search index. |
| Wrong citation style applied | Open the Citation Style dropdown and confirm the correct style. Watch for similar names (e.g., APA 6th vs. 7th edition). |
| Bibliography not updating | Refresh the page. Check that the citation was inserted correctly by clicking it in the text. |
| Citations from Word import not matching | Open pending citations and manually confirm or correct each match. Non-standard formats require manual correction. |
File Uploads & Imports
| Problem | Solution | Details |
|---|
| PDF not uploading | Check that the file is within the size and page limits for your plan. Corrupted or password-protected PDFs cannot be processed. | Library |
| Sources not appearing after import | Refresh the library view. Large Zotero or Mendeley imports may take a few minutes to process. | Library |
| Zotero or Mendeley connection failing | Revoke the Jenni connection in your Zotero/Mendeley account settings, then reconnect from Settings > Connections. | Library |
| Metadata incorrect after upload | Click the source and edit the metadata fields manually. Extraction accuracy depends on the PDF structure. | Library |
| File too large to import | Free plan: 25 MB limit. Plus/Pro: 100 MB. Reduce image sizes or split the document into smaller files. | Importing |
| Formatting lost on import | Semantic formatting (bold, headings, lists) transfers. Visual-only styling (fonts, colors, spacing) is not preserved. | Importing |
| Images missing on import | Some embedded image formats do not transfer. Re-insert images manually in the editor. | Importing |
| Citations not detected on import | Jenni identifies citations best in standard bibliography formats. Non-standard or plain-text citations need manual entry. | Importing |
Exporting
See Exporting for full details.
| Problem | Solution |
|---|
| DOCX formatting looks different | Some styling differences between the Jenni editor and Word are normal. Use a recent version of Microsoft Word or Google Docs. |
| LaTeX file does not compile | Check that all required packages are installed. Ensure image files are in the correct directory relative to the .tex file. Check the .bib file for malformed entries. |
| Images missing from exported file | Re-upload images and export again. For LaTeX, confirm image files are co-located with the .tex source. |
Collaboration
See Sharing for full details.
| Problem | Solution |
|---|
| Cannot see collaborator cursors | Refresh the page. Confirm the connection indicator shows online. |
| Changes not syncing | Check your internet connection. Edits sync automatically once reconnected. |
| Share link not working | The link may have been revoked or the document deleted. Generate a new share link from the share modal. |
| Published link returns 404 | The document was unpublished or deleted. Re-publish from the Publish tab. See Publishing. |
| Problem | Solution |
|---|
| Slow loading | Update your browser to the latest version. Disable browser extensions that might interfere (ad blockers, privacy tools). Close unused tabs to free memory. |
| Offline errors | Jenni handles brief network interruptions automatically. For extended offline work, reconnect periodically to ensure changes sync. |
| Browser compatibility | Jenni works best on the latest versions of Chrome, Firefox, Safari, and Edge. |
Settings
See Settings for full details.
| Problem | Solution |
|---|
| Settings not saving | Refresh the page and try again. Check your internet connection. Clear browser cache if the problem persists. |
| Cannot change email address | Make sure the new email is not already associated with another Jenni account. If you signed up through Google, email changes may need to be made through your Google account first. |
Mobile
See Mobile for full details.
| Problem | Solution |
|---|
| Toolbar covering text | Scroll slightly to reposition your view. The toolbar should move above the on-screen keyboard automatically. |
| Cannot find chat or reviews panel | Tap Chat or Review in the sidebar navigation. They open as bottom-sheet drawers on mobile. |
| Text selection is difficult | Long-press to start selection, then drag the handles to adjust. The toolbar buttons update once text is selected. |
| Drawer won’t close | Swipe the drawer handle downward, or tap outside the drawer area. |
Other
| Problem | Solution | Details |
|---|
| Math equation showing raw LaTeX | Check delimiters: $$...$$ for inline, $$$...$$$ for block. Avoid spaces between dollar signs and the formula. | Math Equations |
| Saved prompt not showing in menu | Open Manage from the / button to verify it was saved. Search is case-insensitive but must match the beginning of the name. | Saved Prompts |
| Browser extension not appearing | Check that the extension is installed and enabled. Pin it to the toolbar if it is hidden in the overflow menu. | Browser Extension |
| Language reset after clearing browser data | Open Settings > Preferences and select your language again. | Language |
