FAQ
Questions and answers about sign-in, usage limits, files, answers, apps, organizations, and billing.
Getting started and sign-in
The sign-in email never arrives. Check the spam folder and the address for typos. The link is valid for 15 minutes, so request a new one if it has expired. Entering the 6-digit code from the email also signs you in. Sign-in and account
I entered my work email and got sent to a different sign-in page. Your organization has set up SSO. Sign in on your company's sign-in page, and you go to the organization workspace. SSO and SCIM
I can't find Google sign-in in the desktop app. The desktop app supports email link and code sign-in only. If you only use local models, press Continue without signing in.
Usage limits
I see "You've reached your limit".
Each plan has two limits, a 5-hour window and a weekly window. Check when they reset under Settings → Usage or with /usage. Paid plans can continue right away with credits. To wait instead, turn on Resume with current settings after the limit resets. While the screen is open, the work resumes when the limit is lifted. Plans
I'm an organization member and I hit a separate limit. The owner or an admin has set a per-member limit for you. When you reach it, request an adjustment with the Ask an admin to raise my limit button that appears (only in organizations where the owner has turned on request receiving). Roles and permissions
Files and Drive
My file won't upload. Attachments in the input box are limited to 10 MB per file and 10 files at a time. Files without an extension or in unsupported formats cannot be uploaded. Put larger files in Drive, or, in the desktop app, connect them by path. Composer
Keural can't find a document I uploaded. Right after uploading, wait until analysis and indexing finish. For scanned PDFs or documents with complex tables, re-analyze the file with AI analysis in the file menu. Unlock password-protected PDFs first. Files in an organization workspace are not visible from your personal workspace. Drive
Can I recover files after emptying the trash? No. Emptying the trash deletes files permanently. The trash is not emptied automatically, so check before you empty it.
Answers
There are no sources on my answer.
Sources appear only when the answer is based on Drive documents or the web. For web sources, turn on + → Web Search or type /web. If your organization has blocked web search, the option is not shown in the menu.
The answer stopped halfway. Use Regenerate below the answer. For a long task, expand the work log to check how far it got. Working with answers
I want to add something while the answer is still being written. Send a message while the answer is in progress. Enter applies it to the current answer right away, and ⌘/Ctrl + Enter sends it after this answer finishes. Chat
I want to delete the information Keural has saved about me. Review and delete entries under Settings → Data management → Saved memory. Personalization and memory
Which level should I pick? Standard is the default. Use Fast or Light for short questions, and High or Ultra for analysis or long reasoning. Available levels differ by plan. Composer
Apps
How do I update the desktop app? The app checks for a new version at startup and every 6 hours, and shows a notice at the bottom of the sidebar. Click Update and restart the app. Desktop app
Features differ by platform. Local folders, local models, Spark, Duo, and local code runs are desktop-only. Camera attachments and push notifications are mobile-only. Mobile app
Duo installation stops. See When installation fails for the cause and fix of each on-screen message. If a notice says that a Duo from another account exists, a fresh installation deletes that Duo.
Organizations
I can't join the organization from the invitation email. Sign in with the invited email account. The link is valid for 7 days. You cannot join if you already belong to another organization. The inviter can press Resend under Organization management → Organization members to send a new link. Workspaces
The person I shared a link with can't open it. Share links can be opened only by Keural members, and organization chat shares only by members of that organization. To show it without sign-in, create an Export link from your personal workspace. Sharing and export
Billing
A subscription paid in the app doesn't show on the web (or the reverse). A subscription is managed only in the channel where it was bought (web card or app store). Refunds and cancellation happen in the same channel. Payment methods
I want to get a refund. For web card payments, request a refund through Settings → Support. The refund is prorated, excluding the days used. For App Store and Google Play payments, request it from the store's subscription management. Plans
I want to delete my account. To withdraw, go to Settings → Data management → Delete account. If you cannot sign in, follow the account deletion guide and request deletion by email.
For anything else, contact us through Settings → Support or /support. Support