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Troubleshooting and Getting Help

Troubleshooting Common Issues and Getting Support

Overview:
While we work hard to keep Pyramyd running smoothly, you might occasionally encounter issues. This article provides step‑by‑step guidance on how to troubleshoot common problems, along with information on how to contact support if you need further assistance.

Common Issues and Their Fixes

Logging In and Account Access

  • Forgot Password:

    1. Click Forgot Password on the login page.

    2. Enter your registered email and follow the instructions to reset your password.

    3. Check your spam folder if the reset email isn’t in your inbox.

  • Not Receiving Verification Emails:

    • Ensure your email address is correct.

    • Check your spam or junk folder.

    • Click Resend Verification Email.

    • If still unresolved, contact support at support@pyramyd.ai.

Forgot Password:

  1. Click Forgot Password on the login page.

Click Forgot Password on the login page.

  • Enter your registered email and follow the instructions to reset your password.

Enter your registered email and follow the instructions to reset your password.

  • Check your spam folder if the reset email isn’t in your inbox.

Check your spam folder if the reset email isn’t in your inbox.

Not Receiving Verification Emails:

  • Ensure your email address is correct.

Ensure your email address is correct.

  • Check your spam or junk folder.

Check your spam or junk folder.

  • Click Resend Verification Email.

Click Resend Verification Email.

If still unresolved, contact support at support@pyramyd.ai.

Performance and Page Load Issues

  • App is Slow or Unresponsive:

    • Verify your internet connection is stable.

    • Try refreshing the page or restarting the app.

    • Clear your browser cache if using the web app.

    • If using a mobile app, make sure you’re on the latest version.

    • Check our status page (linked in the Help section) for any known outages.

  • Error Messages or Blank Screens:

    • Note any error codes and try reloading the page.

    • Log out and log back in to refresh your session.

    • If the problem persists, capture a screenshot and send it to our support team.

App is Slow or Unresponsive:

  • Verify your internet connection is stable.

Verify your internet connection is stable.

  • Try refreshing the page or restarting the app.

Try refreshing the page or restarting the app.

  • Clear your browser cache if using the web app.

Clear your browser cache if using the web app.

  • If using a mobile app, make sure you’re on the latest version.

If using a mobile app, make sure you’re on the latest version.

  • Check our status page (linked in the Help section) for any known outages.

Check our status page (linked in the Help section) for any known outages.

Error Messages or Blank Screens:

  • Note any error codes and try reloading the page.

Note any error codes and try reloading the page.

  • Log out and log back in to refresh your session.

Log out and log back in to refresh your session.

  • If the problem persists, capture a screenshot and send it to our support team.

If the problem persists, capture a screenshot and send it to our support team.

File Upload and Requirement Extraction Issues

  • File Not Uploading or Parsing Incorrectly:

    • Ensure your file is in PDF format (other formats like Excel or Word are on our roadmap).

    • Check that the file isn’t too large.

    • If the extraction doesn’t appear to work properly, try pasting text directly.

    • Report persistent issues to support.

File Not Uploading or Parsing Incorrectly:

  • Ensure your file is in PDF format (other formats like Excel or Word are on our roadmap).

Ensure your file is in PDF format (other formats like Excel or Word are on our roadmap).

  • Check that the file isn’t too large.

Check that the file isn’t too large.

  • If the extraction doesn’t appear to work properly, try pasting text directly.

If the extraction doesn’t appear to work properly, try pasting text directly.

  • Report persistent issues to support.

Report persistent issues to support.

Vendor Matrix and Scoring Problems

  • Vendor Scores Seem Incorrect:

    • Click on a vendor’s score to open the scorecard and review the data sources and rationale.

    • If you disagree with a score, use the override function and provide a reason.

    • Your feedback is used to improve our AI model over time.

  • Unable to Add or Remove Vendors:

    • Remember, the matrix supports only 10 vendors at a time. To add a vendor, remove one if needed.

    • Provide feedback on why you removed a vendor so our system learns from your input.

Vendor Scores Seem Incorrect:

  • Click on a vendor’s score to open the scorecard and review the data sources and rationale.

Click on a vendor’s score to open the scorecard and review the data sources and rationale.

  • If you disagree with a score, use the override function and provide a reason.

If you disagree with a score, use the override function and provide a reason.

  • Your feedback is used to improve our AI model over time.

Your feedback is used to improve our AI model over time.

Unable to Add or Remove Vendors:

  • Remember, the matrix supports only 10 vendors at a time. To add a vendor, remove one if needed.

Remember, the matrix supports only 10 vendors at a time. To add a vendor, remove one if needed.

  • Provide feedback on why you removed a vendor so our system learns from your input.

Provide feedback on why you removed a vendor so our system learns from your input.

General App Issues

  • Integration Features Not Working:

    • For integrations (like Google Calendar or Slack), go to Settings > Integrations and check that your connection is active.

    • If an integration is on our roadmap (such as CRM integration), note that it’s coming soon.

  • Notifications Are Not Showing:

    • Check your notification settings in Account Settings > Notifications.

    • Make sure you’ve allowed notifications in your device settings if using the mobile app.

Integration Features Not Working:

  • For integrations (like Google Calendar or Slack), go to Settings > Integrations and check that your connection is active.

For integrations (like Google Calendar or Slack), go to Settings > Integrations and check that your connection is active.

  • If an integration is on our roadmap (such as CRM integration), note that it’s coming soon.

If an integration is on our roadmap (such as CRM integration), note that it’s coming soon.

Notifications Are Not Showing:

  • Check your notification settings in Account Settings > Notifications.

Check your notification settings in Account Settings > Notifications.

  • Make sure you’ve allowed notifications in your device settings if using the mobile app.

Make sure you’ve allowed notifications in your device settings if using the mobile app.

How to Get Help

  • In-App Help: Use the help icon (usually a question mark) to access our quick tips or submit a support request directly.

  • Live Chat: Our live chat support is available during business hours—click the chat icon on the bottom corner of the app or website.

  • Email Support: Send an email to support@pyramyd.ai with a detailed description of your issue, including screenshots and any error messages.

  • Community Forums: (If available) Join our user community for tips, answers, and discussions with other Pyramyd users.

  • Feedback Submission: Use the “Send Feedback” button within the app to let us know how we’re doing and where we can improve.

In-App Help: Use the help icon (usually a question mark) to access our quick tips or submit a support request directly.

Live Chat: Our live chat support is available during business hours—click the chat icon on the bottom corner of the app or website.

Email Support: Send an email to support@pyramyd.ai with a detailed description of your issue, including screenshots and any error messages.

Community Forums: (If available) Join our user community for tips, answers, and discussions with other Pyramyd users.

Feedback Submission: Use the “Send Feedback” button within the app to let us know how we’re doing and where we can improve.

Conclusion:
If you run into problems while using Pyramyd, our troubleshooting guide is here to help you quickly resolve common issues. Our support team is also ready to assist you—don’t hesitate to reach out with any questions or feedback.