<h1></h1><h1>Troubleshooting</h1><blockquote><p>Solutions for common issues. If you don't find your answer here, contact Tresor support.</p></blockquote><hr><h2>Connection issues</h2><h3>Messages aren't sending</h3><p><strong>Try these steps in order:</strong></p><ol class="steps-list"><li><p><strong>Check your internet connection.</strong> Open another website to confirm you're online.</p></li><li><p><strong>Refresh the page.</strong> Press <strong>⌘ + R</strong> (Mac) or <strong>Ctrl + R</strong> (Windows).</p></li><li><p><strong>Check for message limits.</strong> On the Free plan, you may have used your 20 daily messages. Tresor shows a notification with the reset time.</p></li><li><p><strong>Check workspace billing.</strong> If you're in a team workspace, the subscription may need attention. Ask your workspace admin.</p></li><li><p><strong>Try a different browser.</strong> This helps rule out browser-specific issues.</p></li></ol><h3>Page won't load or shows a blank screen</h3><ol class="steps-list"><li><p><strong>Clear your browser cache</strong> for chat.trytresor.com.</p></li><li><p><strong>Disable browser extensions</strong> temporarily — ad blockers or privacy extensions can sometimes interfere.</p></li><li><p><strong>Try an incognito/private window.</strong></p></li><li><p><strong>Check your browser version</strong> — make sure it's up to date.</p></li></ol><hr><h2>Login issues</h2><h3>Can't log in with correct credentials</h3><ol class="steps-list"><li><p><strong>Double-check your email address</strong> — typos are easy to miss.</p></li><li><p><strong>Try resetting your password</strong> via the login page.</p></li><li><p><strong>If you have 2FA enabled:</strong></p></li></ol><ul class="accent-bullets"><li><p>Make sure your authenticator app is showing the code for Tresor (not another service).</p></li><li><p>The 6-digit code changes every 30 seconds. Enter a fresh one.</p></li><li><p>If you can't access your authenticator, use a backup device or contact support.</p></li></ul><h3>"Invalid MFA challenge" or "Sign in again" error</h3><p>Your login session may have expired during the 2FA step. Go back to the login page and start again.</p><h3>I forgot my password</h3><ol class="steps-list"><li><p>Click <strong>Forgot password</strong> on the login page.</p></li><li><p>Follow the email instructions to reset it.</p></li><li><p>Sign in with your new password. If 2FA is enabled, enter a code from any registered authenticator.</p></li></ol><h3>I lost access to my authenticator app</h3><p>If you've lost your phone or no longer have access to your main authenticator:</p><ul class="accent-bullets"><li><p>Use another registered authenticator to sign in.</p></li><li><p>Go to <strong>Settings → Security</strong> and remove the lost device.</p></li><li><p>Add a replacement authenticator right away.</p></li></ul><p>If you no longer have access to any registered authenticators, contact Tresor support for an MFA reset after identity verification.</p><hr><h2>Slow responses</h2><h3>AI is taking a long time to respond</h3><ol class="steps-list"><li><p><strong>Check your mode.</strong> Thinking mode takes longer than Instant mode because the AI reasons step by step. This is normal for complex questions.</p></li><li><p><strong>Try a different model.</strong> Some models are faster than others. DeepSeek v3.2 and Mistral 24B are typically the fastest.</p></li><li><p><strong>Simplify your request.</strong> Very long messages or large file attachments take more time to process.</p></li><li><p><strong>Check your internet speed.</strong> Tresor streams responses in real time — a slow connection can make this appear laggy.</p></li></ol><h3>Responses stop mid-sentence</h3><p>This can happen if:</p><ul class="accent-bullets"><li><p>Your internet connection dropped briefly. Refresh and try again.</p></li><li><p>The AI hit a response length limit. Ask it to "continue" or rephrase your request to be more specific.</p></li></ul><hr><h2>File and upload issues</h2><h3>File upload is stuck on "Processing"</h3><p>File processing (parsing, chunking, embedding) happens inside the enclave and usually takes a few seconds to a minute. If it's stuck:</p><ol class="steps-list"><li><p><strong>Wait a minute or two</strong> — larger files take more time.</p></li><li><p><strong>Check the status indicator.</strong> If it shows "Error," you may need to re-upload the file.</p></li><li><p><strong>Try a different file format.</strong> If a specific file isn't processing, try converting it to PDF.</p></li></ol><h3>"Expired" file notification</h3><p>For your privacy, directly attached files (not project files) are session-based and expire when your session ends. Simply re-upload the file to continue working with it. For persistent file access, upload files to a <strong>project</strong> instead.</p><hr><h2>Verification issues</h2><h3>Shield shows red or "Verification failed"</h3><p>This is rare. It can mean:</p><ul class="accent-bullets"><li><p>A temporary infrastructure issue with the attestation check.</p></li><li><p>An unusual condition with the enclave provider.</p></li></ul><p><strong>What to do:</strong></p><ol class="steps-list"><li><p>Try sending another message — the next one may verify normally.</p></li><li><p>If the issue persists, it's likely a temporary backend problem. Your messages are still encrypted and private; the verification step is an additional proof on top.</p></li><li><p>Report persistent verification failures to Tresor support.</p></li></ol><h3>Privacy badge shows "Unknown"</h3><p>This is normal when the page is still loading or the attestation check hasn't completed yet. Wait a few seconds — it should change to green. If it remains gray for an extended time, try refreshing the page.</p><hr><h2>Workspace issues</h2><h3>"Upgrade required" when inviting teammates</h3><p>Inviting members requires a <strong>Team</strong> or <strong>Enterprise</strong> plan. Go to <strong>Settings → Billing</strong> to upgrade your workspace.</p><h3>Can't see shared projects</h3><p>If a teammate has shared a project but you can't see it:</p><ol class="steps-list"><li><p>Make sure you're viewing the correct <strong>workspace</strong> (not your personal account).</p></li><li><p>The project owner may need to <strong>resend the sharing</strong> — especially if encryption keys weren't distributed correctly.</p></li><li><p>Ask your workspace admin for help.</p></li></ol><h3>Billing warning at the top of the screen</h3><p>This means a payment needs attention. If you're a workspace admin, go to <strong>Settings → Billing</strong> to update your payment method. If you're a member, ask your admin.</p><hr><h2>Browser recommendations</h2><p>Tresor works best with:</p><table style="min-width: 50px"><colgroup><col style="min-width: 25px"><col style="min-width: 25px"></colgroup><tbody><tr><th colspan="1" rowspan="1"><p><strong>Browser</strong></p></th><th colspan="1" rowspan="1"><p><strong>Minimum version</strong></p></th></tr><tr><td colspan="1" rowspan="1"><p>Chrome</p></td><td colspan="1" rowspan="1"><p>90+</p></td></tr><tr><td colspan="1" rowspan="1"><p>Firefox</p></td><td colspan="1" rowspan="1"><p>90+</p></td></tr><tr><td colspan="1" rowspan="1"><p>Safari</p></td><td colspan="1" rowspan="1"><p>15+</p></td></tr><tr><td colspan="1" rowspan="1"><p>Edge</p></td><td colspan="1" rowspan="1"><p>90+</p></td></tr></tbody></table><p>Mobile browsers are supported but the experience is optimized for desktop.</p><hr><h2>Still stuck?</h2><p>If none of these solutions help, contact Tresor support:</p><ul class="accent-bullets"><li><p><strong>AI Chat: </strong>submit your issue to our AI chat <br>Main menu → Help →</p></li><li><p><strong>Email:</strong> support via <a href="mailto:support@trytresor.com" target="_blank" rel="noopener noreferrer nofollow" class="cursor-pointer box-border border-b hover:border-b-[2px] transition-all duration-75 " style="text-decoration: none; border-color: var(--portal-accent-color);">support@trytresor.com</a></p></li></ul><p>When contacting support, include:</p><ul class="accent-bullets"><li><p>What you were trying to do</p></li><li><p>What happened instead (error message, if any)</p></li><li><p>Your browser name and version</p></li><li><p>Whether you're on a personal account or workspace</p></li></ul><h2>Related articles</h2><ul class="accent-bullets"><li><p><a href="https://tresorai.productlane.com/docs/faq/frequently-asked-questions" target="_blank" rel="noopener noreferrer" class="cursor-pointer box-border border-b hover:border-b-[2px] transition-all duration-75 " style="text-decoration: none; border-color: var(--portal-accent-color);">Frequently asked questions</a> — Quick answers to common questions.</p></li><li><p><a href="https://tresorai.productlane.com/docs/getting-started/creating-your-account" target="_blank" rel="noopener noreferrer" class="cursor-pointer box-border border-b hover:border-b-[2px] transition-all duration-75 " style="text-decoration: none; border-color: var(--portal-accent-color);">Creating your account</a> — Account setup issues.</p></li><li><p><a href="https://tresorai.productlane.com/docs/account/billing-and-plans" target="_blank" rel="noopener noreferrer" class="cursor-pointer box-border border-b hover:border-b-[2px] transition-all duration-75 " style="text-decoration: none; border-color: var(--portal-accent-color);">Billing and plans</a> — Subscription and payment issues.</p></li></ul><p></p>

FAQs

Solutions for common issues in Tresor — connection problems, slow responses, login issues, and more.