Troubleshooting common issues

Trouble signing in

Confirm that you selected the correct Google account or entered the correct email address for your one-time passcode. Check your inbox and spam folder for the code. See Account and sign-in.

Images or DICOM studies will not load

Check that a study folder or ZIP contains a DICOMDIR file and its referenced images with their original folder structure. Review the displayed error and see Work with DICOM studies for loading and upload recovery steps.

A model is unavailable

Check the model's image limit, plan requirements, and ZDR compatibility. Choose a compatible model or reduce the selected images. See Choose models and save a default preset and Use custom models.

A response or comparison fails

Wait for active responses to finish and use the failed message's retry or edit controls. See Retry or edit failed messages. If only the comparison failed, retry from the comparison panel; see Understand comparison claims and evidence.

A batch has failed uploads

Keep the tab open while uploading; do not refresh it. Use Retry failed uploads and review each study's status. See Upload studies in a batch.

Usage or billing questions

Check your current allowances and credit balance under Settings → Plan & Usage. See Plans, credits, and usage for limits and credits, or Billing, invoices, and subscriptions for subscription and payment help.

For unresolved issues, contact [email protected] with the error message and approximate time it occurred. Avoid including patient-identifying information.