PrecisionDocs

Troubleshooting — Help Center

The fastest fixes for billing, access, payment, bootstrap, upload, citation, and answer-quality issues.

Why is a teammate blocked from AI work?

Two things gate AI work: the member must be active in the workspace, and the workspace credit wallet must have available credits.

Owner checklist:

  1. Open Account -> Organization and confirm the person appears as active on the Access roster. Re-activate them if they were suspended.
  2. Confirm they accepted the org invite and signed in with the invited email.
  3. Open Account -> Billing and check the credit balance. If the wallet is empty, add credits or turn on auto-refill.
  4. If the block came from a connector rather than the app, check whether that API key has a daily or monthly credit cap set in Account -> Integrations.
  5. If a credit purchase should have landed but has not, check whether Stripe is still waiting on payment confirmation.

Suspended or removed members stay in the member history but cannot spend credits until an owner reactivates them.

Legacy workspaces still on a per-user license subscription additionally need an assigned active license, managed by an owner in Account -> Organization.

How do I fix invoice or payment-method issues?

Use Stripe Portal for payment-method and invoice recovery, then return to PrecisionDocs after Stripe confirms the payment state.

  1. Open Account -> Billing.
  2. Select Manage Payments to open Stripe Portal.
  3. Update the card, billing details, or invoice payment as requested by Stripe.
  4. Return to PrecisionDocs and refresh Account -> Billing.

If a credit purchase or plan change is pending, PrecisionDocs leaves the wallet unchanged until Stripe confirms success. If you still see stale billing data after payment clears, contact support with the billing email and organization name.

Why is project bootstrap stuck or taking a long time?

Bootstrap can take time because the platform is gathering and preparing ordinance content for both your municipality AND the county.

Use this checklist:

  1. Open the project home and look at the bootstrap dial. The dial holds at 70% if municipality is done but county is still indexing — that is intentional.
  2. If it is still progressing, give it time. Large municipal codes and counties can take 5–15 minutes.
  3. If county fails (404, no clear source), the dial caps at 95% and chat unlocks anyway. County-related answers will note the gap.
  4. If municipality failed, use the LifeBuoy button to suggest the correct URL — that fixes the source and re-runs ingestion.
  5. If both stalled, retry from the project home instead of creating a new project.

Do not rely on ordinance answers while bootstrap is still incomplete.

Why can't the agent find my ordinance answer?

Most ordinance misses come from one of these causes:

  • Bootstrap is not complete yet (check both muni AND county)
  • The question is too broad
  • The answer lives in an overlay, special district, or cross-reference you did not name
  • The indexed source belongs to a same-name municipality in a different county
  • The relevant chapter was never present in the source code set
  • The relevant rule lives in a separate zoning ordinance, subdivision code, stormwater manual, design standard, or PDF

Fix sequence:

  1. Confirm bootstrap status is complete on both pipelines.
  2. Ask a narrower question tied to one topic like setbacks, parking, stormwater, or landscaping.
  3. Ask the agent to identify the exact chapter or section first, then summarize it.
  4. If the answer likely lives in a separate code product, add it as a supplemental ordinance source or ask the agent to find and index it.
  5. If the source appears to be the wrong municipality or county, use the LifeBuoy button and include the correct municipality, county, state, and URL if you have it.
  6. If needed, cross-check with web search or uploaded jurisdictional correspondence.

Good prompt: Find the exact ordinance sections for parking counts and reduction options for this site. If those rules are in a separate zoning or land-development code, find that source first.

Why is my zoning showing the assessor's value instead of mine?

Regrid pulls zoning from the assessor, not the ordinance. If the assessor data is stale or wrongly classified, the override path replaces it for your project only.

Common reasons your override is not appearing:

  • You are not the project owner. Both the UI pencil-edit and the chat-side verify_zoning auto-write are owner-scoped at the database layer. Non-owners silently fail (no error toast — the mutation just does not happen). The owner needs to set the override.
  • The chat assertion was ambiguous. The chat path requires you to explicitly state the corrected designation AND the ordinance must verify it. A vague "this is wrong" will not trigger the auto-write.
  • You set it on the wrong parcel. Check the parcel index — if the project has multiple parcels, the override is per-parcel.

When the override is in place, the parcel chip shows a cyan "User-corrected from {original}" pill. If you do not see that pill, the override was not persisted.

What should I do if an upload fails or gets rejected?

Use the file chip status first. It usually tells you what failed.

Quick triage:

  1. If the chip shows Retry, use it first.
  2. If the file was rejected for size, read the configured limit in the chip first. Large-file direct upload normally supports much larger PDFs than the legacy 200 MB path.
  3. If a PDF is large but only a few chapters matter, use the TOC picker or split the document to narrow the ingest target.
  4. If processing stalled, cancel indexing and re-upload or retry the job.
  5. If the file is supposed to be searchable but never reached Ready, do not assume the agent can see it yet.
  6. The chip shows a human-readable failure reason — that text usually pinpoints the cause (PDF too long, Word doc password-protected, image OCR confidence too low, etc.).

If a large PDF keeps failing after direct upload, extract the relevant section into a smaller file so the search target is cleaner and the ingest path is lighter.

What if citations are missing, weak, or conflicting?

Treat that as a review event, not a formatting issue.

Recommended response:

  1. Ask the agent to restate the answer with citations only from the specific source class you want, such as ordinance or uploaded documents.
  2. If two sources disagree, ask for a side-by-side comparison and keep both citations visible.
  3. Prefer official ordinance and government datasets over supplementary web results.
  4. If the source is still unclear, go open the cited evidence directly before using the conclusion.

Good prompt: These citations conflict. Compare them directly and tell me what the discrepancy is.

What should I do if report generation fails?

Report generation is a multi-step workflow, so the best recovery path is to verify the inputs before retrying.

Use this recovery SOP:

  1. Confirm the project has completed bootstrap on both muni AND county.
  2. Check that the critical evidence exists: ordinance context, flood, wetlands, soils, and any uploaded consultant documents you expect to be cited.
  3. Ask the agent to summarize the major constraints in chat first. If that answer is weak, the report will also be weak.
  4. Retry report generation only after the source issues are resolved.

If a report fails repeatedly on one project, reduce ambiguity first by asking for the exact section outputs you care about in chat.

What should I do if the agent gives an incorrect or incomplete answer?

Use a source-first correction workflow.

  1. Identify what appears wrong: missing citation, wrong document, wrong parcel, stale ordinance, or unsupported conclusion.
  2. Ask the agent to answer again using only the correct source set.
  3. If necessary, open the cited source and compare the claim manually.
  4. For elevation or surveyed conditions, prefer your authoritative project documents over generalized public datasets.
  5. If a fact is repeatedly wrong, correct it in chat directly: That zoning is actually R-2 — verify against the ordinance. If verified, the agent persists the correction so subsequent reports use it.
  6. If the missing source is external, add or ingest the source first, then ask the agent to re-answer from that evidence.

Best correction prompt:

That looks wrong. Re-answer using only the uploaded survey and the cited FEMA source, and show the exact evidence.

When the answer affects engineering judgment, permitting, or client communication, always validate before treating it as final.

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