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

# Common issues

> Solutions for common problems when using Saccharo AI.

If you are experiencing a problem with Saccharo AI, check the solutions below. If your issue is not listed here, contact support at **[support@saccharo.ai](mailto:support@saccharo.ai)**.

<AccordionGroup>
  <Accordion title="I can't sign in">
    **Check your Microsoft account.** Saccharo AI uses Microsoft single sign-on. Make sure you are using the Microsoft account associated with your organization, not a personal account.

    **Clear browser cookies.** Stale authentication cookies can cause sign-in failures. Clear your browser's cookies for `saccharo.ai` and try again.

    **Check organization access.** If your organization uses invite-based access, confirm you have accepted the invitation. Contact your administrator if you have not received one.

    **Try a different browser.** If the issue persists, try signing in with a different browser or in an incognito/private window.
  </Accordion>

  <Accordion title="Analysis is stuck in processing">
    RFP analysis typically completes within one to three minutes. If an analysis has been processing for more than 15 minutes:

    **Check your internet connection.** A stable connection is required for document processing.

    **Wait a few more minutes.** Large documents with many pages may take longer to process.

    **Try re-submitting.** If the analysis does not complete after 30 minutes, delete the RFP from your library and add it again.

    **Contact support.** If the problem persists across multiple RFPs, there may be a system issue. Email [support@saccharo.ai](mailto:support@saccharo.ai) with the RFP name and the approximate time you started the analysis.
  </Accordion>

  <Accordion title="SharePoint sync failed">
    **Reconnect your Microsoft account.** Sign out of Saccharo AI, sign back in, and try the sync again. This refreshes your authentication token.

    **Check SharePoint permissions.** Verify you have read access to the SharePoint site and folders you are trying to sync.

    **Try individual files.** If a batch sync fails, try importing files one at a time to identify which document is causing the problem.

    **Check file format.** Some file types may not be supported for import. See the [supported file formats FAQ](/troubleshooting/faq) for details.
  </Accordion>

  <Accordion title="My price list items aren't matching">
    **Review your price list.** Open **Knowledge Base** > **Price List** and verify your items are correctly categorized with accurate names, types, and temperature classifications.

    **Update and re-process.** Add missing products, correct any miscategorized items, then re-run the analysis by clicking **Re-qualify** on the RFP's Summary tab.

    **Check item names.** The AI matches based on product names and categories. Use clear, descriptive names that match common RFP terminology.
  </Accordion>

  <Accordion title="I don't see the Knowledge Base or Dashboard">
    Your organization is likely in **Discover mode**, which provides a streamlined feature set focused on RFP discovery. The Knowledge Base and Dashboard are available in **Full mode** only.

    Contact your administrator to upgrade to Full mode. See [Application modes](/account/application-modes) for a complete comparison.
  </Accordion>

  <Accordion title="Uploaded files are not appearing">
    **Check the file format.** Only supported formats (PDF, DOCX, XLSX, TXT, CSV) can be uploaded.

    **Check file size.** Very large files may take longer to upload. Ensure you have a stable internet connection during upload.

    **Refresh the page.** If the upload completed but the file does not appear, refresh your browser.
  </Accordion>
</AccordionGroup>

***

## Still need help?

Contact the Saccharo AI support team:

* **Email:** [support@saccharo.ai](mailto:support@saccharo.ai)
* **Response time:** We typically respond within one business day