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FAQ & Troubleshooting

Find answers to common questions and solutions to typical issues.

Frequently Asked Questions

How is this different from ChatGPT or other AI tools?

PioneerChat is designed specifically for your organisation. Key differences:

  • Your data stays private - Hosted on your organisation's infrastructure
  • Connected to your systems - Can access company documents and data sources
  • Customised for your needs - Fine-tuned to understand your business context

Is my data being used to train AI models?

No. Your conversations and uploaded files are not used to train external AI models. Data handling follows your organisation's policy - see Security & Privacy for details.

Why did the AI give me wrong information?

AI systems can make mistakes. The AI may:

  • Not have information about recent events
  • Misinterpret your question
  • Generate plausible but incorrect details

Always verify important facts, especially for critical decisions. You can ask the AI to cite sources or show its reasoning.

Can I use PioneerChat for confidential work?

Yes, PioneerChat is designed for confidential business use. However:

  • Follow your organisation's data handling policies
  • Don't share highly sensitive data unnecessarily
  • Use appropriate classification if your organisation requires it

How long are my conversations stored?

Conversation retention depends on your organisation's policy, typically 30-90 days. Contact your IT administrator for specific details.

Common Issues

Can't log in

Problem: Login fails with password error

  • Check caps lock is off
  • Ensure you're using the correct username (usually COMPANY-XX001 format)
  • Try the "Forgot Password" option
  • Contact IT if your account may be locked

Problem: 2FA code not accepted

  • Ensure your phone's time is set to automatic
  • Wait for a fresh code if the current one is about to expire
  • Verify you're reading the correct account in your authenticator
  • See Managing 2FA for more help

Messages not sending

Problem: Message stuck on "Sending..."

  • Check your internet connection
  • Wait a moment - the service may be processing
  • Refresh the page and try again
  • If persistent, there may be a service issue - try again later

Problem: Seeing "Server overloaded" message

  • Wait a few moments and retry
  • Peak usage times may cause delays
  • Your request is queued and will be processed

Files not uploading

Problem: Upload fails or file rejected

  • Check file size (max 10 MB per file)
  • Verify file format is supported (see File Uploads)
  • Try a different file to isolate the issue
  • Ensure you haven't exceeded 5 files per message

Slow responses

Problem: AI takes a long time to respond

  • Complex questions with large documents take longer
  • Peak usage times may cause delays
  • Check your internet connection speed
  • Try breaking your request into smaller parts

Session expired

Problem: Logged out unexpectedly

  • Sessions expire after inactivity for security
  • Simply log in again - your conversations are saved
  • If this happens frequently, check your network stability

Interface not loading properly

Problem: Page looks broken or features missing

  • Try a hard refresh (Ctrl+Shift+R or Cmd+Shift+R)
  • Clear your browser cache
  • Try a different browser
  • Disable browser extensions temporarily

Reporting Issues

If you encounter a bug or technical issue:

  1. Click Report a Bug in the sidebar
  2. Describe what happened and what you expected
  3. Include any error messages you saw
  4. Submit the report

For urgent issues, contact your IT administrator directly.

Getting More Help

  • IT Administrator - For account, access, and technical issues
  • Email support - [email protected]
Next: Security & Privacy →