Troubleshooting FAQ

Common problems and how to resolve them. bizAssistant can cite this page directly — if a user's question matches one of these headers, the assistant should answer with the resolution steps below.

Sources and sync

My sync stopped / I'm not seeing new documents

1. Go to the Sources page.
2. Check the source's status. If it's Disconnected, click Reconnect

and complete the OAuth flow again.

1. If it says Connected but hasn't synced recently, click Sync now.
2. If Sync now does nothing (no job appears), something deeper is wrong —

ask bizAssistant to check recent jobs, or open a ticket.

I don't see all my emails / files in bizSupply

The most likely cause is the folder filter. For Gmail and Microsoft 365 sources, only the folders or labels you selected during connection are scanned. To add or change folders, go to the Sources page, click ⋮ next to the source, pick Edit configuration, and update the folder selection.

For Drive and OneDrive, bizSupply scans everything the OAuth token can see — if files are missing, check whether they're shared with the connected account.

I got disconnected right after connecting

Two common causes:

• Google unverified-app warning: you closed the warning instead of

clicking through. Reconnect and on the "This app isn't verified" screen click Advanced → Go to bizSupply (unsafe) to proceed.

• Microsoft 365 admin consent required: your tenant requires an admin

to approve bizSupply before regular users can connect. Ask your M365 admin to grant consent, then try again.

How do I reconnect a source whose token expired

On the Sources page, click Reconnect next to the disconnected source and complete the OAuth flow. Your folder filter and oldest-document-date are preserved — you don't need to reconfigure them.

How do I change which folders a source syncs

Sources page → ⋮ next to the source → Edit configuration → update the folder checkboxes → Save. The next sync will use the new filter. Documents from newly-included folders will be ingested; documents from now-excluded folders stay in bizSupply but no new ones from those folders will be added.

Jobs and processing

Why did my job fail

Ask bizAssistant: "Why did my last job fail?" — it will look up the most recent failed job and explain the error. Common causes (see the Jobs and syncs guide for detail):

• LLM rate limit (retry automatically handles most of these)
• Document can't be parsed (scanned image with no OCR, password-protected PDF)
• OAuth expired on the source mid-run
• Credits exhausted for the month
• Custom plugin code error

How do I retry a failed job

On the Sources page, click Sync now. bizSupply re-queues documents whose most recent job failed. You don't need to delete anything first.

A job has been PENDING for a long time

Jobs usually move from PENDING to RUNNING within seconds. If one has been PENDING for more than 10 minutes, a worker is backed up. Ask bizAssistant to check, or open a ticket — include the approximate time it was submitted.

My document was classified as the wrong type

bizSupply classifies documents using the ontologies active in your workspace. If a contract was labelled as an invoice (or vice-versa), it's usually because:

• The ontology doesn't have a good label for this document.
• The classification prompt couldn't find enough signal in the text.

Short-term fix: correct the classification on the contract detail page. Longer-term: ask a plugin developer in your org to refine the ontology or classification prompt — see the plugin developer journeys on the public docs site.

Fields weren't extracted correctly

Open the contract detail page and edit the affected fields directly. Corrections don't auto-retrain the extractor, but the corrected values are what dashboards and benchmarks will use from that point on. If the same field is consistently wrong across many documents, open a ticket with a few examples — that's the kind of signal the team uses to tune the extractor.

Contracts and documents

Why is this contract marked expired

The Expired status is derived from the contract's end date. If the end date is in the past, the status is Expired. If the date was extracted incorrectly, correct it on the detail page; the status updates automatically.

I can't find a contract I know bizSupply ingested

1. Check the Contracts list filters — the Status / Supplier / Region

filters might be hiding it.

1. Check the search box — try the supplier name or filename.
2. Ask bizAssistant: "Show me my recent documents" — it will list

everything from the last few days, including invoices and awaiting-review items.

1. If it's genuinely missing, the document may have been classified as a

non-contract. Check the detail via the list_documents tool.

How do I export my contracts

Today: use the API. Create an API Key on the API Keys page, then query the Plugin Service API to list contracts and their extracted fields. A one-click CSV export is on the roadmap but not yet in the UI.

Billing and credits

Where do I see my credit balance

Settings → Billing. The balance is shown below the plan summary.

I can't upgrade — the button is greyed out

Only OWNER and ADMIN role users can change the plan. Ask your workspace owner to do it. Check the Teams & Roles page to see who your owner is.

I was charged but my plan still shows Free

• Stripe: the change should apply within a minute. Refresh the

Billing page. If still wrong after 5 minutes, open a ticket.

• Google Marketplace: activation can take up to 24 hours. Give it

that long before contacting support.

Can I buy extra credits without upgrading my plan

Starter and Professional plans have Additional credits available — contact support via a ticket to arrange a top-up. Free plan credits don't top up — upgrade to Starter if you need more.

Account and team

How do I invite someone to my workspace

Settings → Teams & Roles → Invite member. Enter their email and pick a role (MEMBER, ADMIN, or OWNER — see the Teams & Roles guide). They'll receive an email invitation.

What's the difference between MEMBER, ADMIN, and OWNER

• MEMBER: can use the product, view contracts, and run syncs. Can't

change billing or invite users.

• ADMIN: everything a MEMBER can do, plus invite and remove users,

change the plan, manage sources, manage API keys.

• OWNER: everything an ADMIN can do, plus change ownership of the

workspace and delete it. An org has exactly one OWNER.

How do I transfer ownership of the workspace

The current OWNER goes to Teams & Roles, clicks ⋮ next to the target user, and picks Make owner. Only one OWNER exists at a time — the previous OWNER becomes an ADMIN automatically.

How do I delete my account / workspace

Only the OWNER can delete a workspace. Contact support via a ticket — this is an irreversible action and we require a confirmation step.

When to open a ticket

Ask bizAssistant to open one when:

• A problem persists after you've tried the steps above.
• The assistant itself tells you it can't resolve your issue.
• You're seeing behaviour that isn't documented anywhere.

The assistant will summarise your issue, include the correlation ID and any relevant job IDs, and create a ticket. You'll get a confirmation ID in chat. Alternatively, open a ticket directly at the bizSupply support portal.