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Frequently asked questions

Signing in

I didn’t get the code by email

  1. Check your spam or junk folder
  2. Check that you typed your email correctly. If the screen says No account has that email, that address doesn’t have an account yet; ask an administrator to add you
  3. Wait about a minute, then press Get a new code
  4. If the screen says your organisation signs in with Microsoft, press Sign in with Microsoft instead

If the sign-in page shows a warning that this server has no email set up yet, the system cannot send codes at all. An administrator has to set up email first. See Sign in.

The code doesn’t work

A code is valid for 5 minutes and you can enter it wrongly up to 5 times. If either limit is reached, press Get a new code and use the most recent code you received.

Why do I have to sign in again?

Each device stays signed in for as long as your organisation allows; the default is 24 hours. After that you need a new code. If you are signed out on every device at once, your account may have been deactivated; contact an administrator.

Why can’t I see some menus?

Each account has different features turned on. Menus for features that aren’t on for your account are hidden, and the Admin menu is shown only to administrators.

You can ask for access yourself under Settings › Ask for access:

  1. Choose what you need under What
  2. Write your reason under Why? (shown to administrators)
  3. Press Ask. The request goes to the administrators

Summy says I don’t have permission, or a feature isn’t enabled

Summy can only do what your account can do on the web. If it replies that feature … is not enabled for this account, ask for access as described above. If the task needs an administrator or the owner of the data (for example, changing someone else’s information), ask someone who has the right, or ask an administrator for access.

LINE and Summy

Summy says this LINE account isn’t linked to Colab

You need to link LINE first. Go to Settings › LINE bot, press Connect LINE, then send the code to the bot in a private chat. See Link LINE. If your company has several bots, you need to link each one separately.

Summy doesn’t answer in a group

In groups, the bot normally answers only when it is called. @mention the bot or type its name in your message. If it still stays quiet, a staff member may be handling requests in that group instead of the bot. See Summy in LINE.

Summy asked me to confirm, but nothing happened

For some important actions, Summy sends a Confirm before acting card and only goes ahead once you press Confirm on the card yourself. The button works for 10 minutes and can be pressed once; if it expires, ask again. In a group, only the person who gave the instruction can press it. AI Chat on the web has no cards; Summy gives you a link to confirm on the web page instead. See Meet Summy.

Summy remembers something wrongly

Summy uses your Knowledge as its memory. Open AI › Knowledge and edit or delete the wrong entry.

AI Chat says no OpenRouter API key is set up

AI Chat uses a shared company key. An administrator needs to set it in Admin Console › AI Settings first. See AI settings.

Approvals

My request is stuck and nobody has approved it

  1. Go to Approvals and choose the My requests box
  2. Check which step the request is at and who it is waiting for
  3. If it is in the Sent back to me box, the approver asked for more information. Make the changes and resubmit from the item’s page
  4. If it has been waiting unusually long, contact that approver directly

Approvers who will be on leave or away should set While I am away on the Settings page beforehand. See Approvals.

Microsoft 365

The OneDrive page says the connection has expired

Microsoft has revoked the permission you gave earlier. Press Reconnect and sign in again. Your files in Microsoft 365 are still there.

I connected, but I can’t open SharePoint

When you connected Microsoft, SharePoint permission may not have been granted (this usually needs your company’s Microsoft administrator to approve it first). In the meantime you can use OneDrive as normal. See Connect Microsoft 365.

Other

Changing the screen language

Go to Settings › Interface language and choose the language you want. This doesn’t change the language of documents or of the AI’s answers.