--- title: Troubleshooting description: Solutions to common IsonAI problems — sign-in failures, interrupted answers, a stale interface, quota, uploads — plus the status page and support channels. last_verified: 2026-07-17 --- # Troubleshooting ## Check first: service status If IsonAI seems off, check **[status.isonai.net](https://status.isonai.net)** — the public status page that monitors the service continuously. ## Common problems ### Can't sign in / verification code not arriving - Check your spam/junk folder; use the **resend** link on the verification page. - Make sure the email address is correct; or sign up with Google/Apple, which need no email verification. - Forgot your password: [isonai.net/forgot](https://isonai.net/forgot). Google/Apple accounts have no IsonAI password — sign in via their buttons. ### Shown as Guest even though you are signed in If `/chat` suddenly shows you as a guest: 1. Reload the page once (F5). The session is sometimes not read on the first load. 2. Make sure you are not in a **browser** private/incognito window — sessions are not shared with normal windows. 3. Make sure cookies for isonai.net are not blocked (browser privacy settings or blocker extensions). 4. If you are still a guest, sign in again from the login page. Your history and memory are safe in your account — guest status only means the browser session ended or was cleared, not that your data is gone. ### The send button does not work 1. Check whether an answer is still running (the button turns into Stop) — stop it first or wait for it to finish. 2. Force-reload (see the hard-refresh steps below) — the most common cause is an old cached app version. 3. Try a new tab; if the new tab works, close the old one. 4. If the browser console shows `QuotaExceededError`, follow the storage section below. ### `QuotaExceededError` / browser storage full This error means the browser's local/session storage for isonai.net is full, so the app cannot save preferences or drafts. 1. Force-reload first — that is often enough. 2. If it recurs, clear **site data for isonai.net only** (not the whole browser): site settings → clear data. Read the consequences below before doing so. 3. Browser private mode has a smaller storage quota; use a normal window for longer sessions. ### The interface looks stale / model or Thinking picker out of sync If the interface shows a model or Thinking mode that does not match what you selected, or looks outdated after an update: 1. **Hard refresh**: Windows/Linux `Ctrl+Shift+R`, macOS `Cmd+Shift+R` (Safari: `Cmd+Option+R`). 2. If it still looks off, close **all** isonai.net tabs and open them again — the web app updates itself on the next load. 3. Re-select the model/Thinking mode from its picker; the choice is stored per interface session. ### Thinking does not stream or the panel does not appear Some conditions are **normal**, not a fault: - **Fast** mode and the **LYT** tier do not show a Thinking panel by design. - Simple questions on **Auto** are answered directly without a thinking stage. - If a useful, safe narrative cannot be produced, the panel is deliberately omitted. If the panel never appears in any conversation where it should, hard-refresh; also check the [service status](https://status.isonai.net). ### Answers stop mid-way / tab closed Answers are still completed on the server even if the tab closes or the connection drops — **reload the conversation** to see the full result. Briefly switching apps on mobile does not cancel an answer either. If the answer isn't satisfying, use **retry**. ### When it is safe to clear site data — and what it costs Clearing isonai.net site data is safe at any time to recover from storage/cache problems, with these consequences: - You are **signed out** and need to sign in again. - Local preferences (theme, interface language, last model choice) reset to defaults. - **Conversation history, memory, and account data are NOT lost** — they live on the server under your account and return after you sign in. ### Quota runs out quickly See [Plans & quota](/en/plans/): long conversations consume more tokens per message; light chat is cheaper via LYT. Today's usage is in Settings. ### Model answers feel lighter than usual Your smart-model quota has likely run out and answers are being served by LYT (there is a notice) — it recovers when the quota renews at midnight UTC. ### Uploads fail - Check the size limits: 25 MB per document (20 MB for PDF editing), 50 MB per PDF in the Slate Notebook. - The format must be on the [supported list](/en/attachments/). - Large scanned documents need more OCR time — allow some time before retrying. ### PRME shows an error [PRME](/en/models/) is an explicit tier: when its engine is unavailable, it shows a clear error instead of silently switching tiers. Try again later, or use Adaptive/Omni in the meantime. ### iOS app not syncing Make sure you are signed in with the same account; pull to refresh the conversation list. History is stored in your account, not on the device. ## Reporting problems - **Bad answers** — the thumbs-down button on that answer. - **Account/technical issues** — [isonai.net/support](https://www.isonai.net/support) or email [isonai@epithre.com](mailto:isonai@epithre.com). - **Privacy** — [privacy@isonai.net](mailto:privacy@isonai.net). Include: what you did, what you expected, what happened, the approximate time, browser/device, and screenshots if available. **What NOT to include in a report**: passwords, OTP codes, tokens/JWTs, cookies, raw localStorage contents, or prompts containing sensitive personal data. The support team never asks for these, and reports are actionable without them — a description of what happened plus screenshots you have checked for sensitive data is enough. ## Related - [Account & sign-in](/en/account/) - [Safety & responsible use](/en/safety/)