Troubleshooting

I can't access the app

Check you're signed in. Try signing out and back in via the login page. Still blocked? Email support.

I can't add team members

Only workspace owners can add members. Check you're the owner and on Pro tier.

I see locked features

Some tools are Pro-only. Upgrade to Pro for full access.

My project didn't save

Check for a "Saved" indicator. Try saving again. If data is lost, contact support with the project name.

Two people overwrote changes

Agree on a single "editor" per session. Contact support for recovery options.

AI request failed / timeout

Try again once. If it repeats, save your work, refresh, and retry.

AI outputs are too generic

Upload client briefs and research. Be specific in inputs. Edit AI suggestions.

The flow won't let me continue

A forced output is missing. Fill required fields before clicking "Lock & Continue".

Email: support@commsthreader.com

Include: workspace name, project name, tool/step, tier (Lite/Pro), screenshot

"This field is required"

Meaning: A forced output field (Golden Thread) is empty.

Fix: Fill in the highlighted field before clicking "Lock & Continue". Example: Challenge Reframe in Story, Stakeholder Tension in Audience, Message Position in Message.

"Cannot calculate Pitch Readiness"

Meaning: Missing strategic components needed for assessment.

Fix: Ensure you've completed Strategic Platform generation in The Frame. Readiness Check requires full platform with all 6 components.

"File upload failed"

Meaning: File too large or unsupported format.

Fix: Max 10MB per file. Supported: PDF, DOCX, XLSX, PNG, JPG. Compress large files or split into smaller uploads.

"Export failed" or blank PowerPoint

Meaning: Browser compatibility issue or popup blocker.

Fix: Use Chrome, Firefox, or Edge (not Safari). Disable popup blockers. Clear browser cache. Try "Copy Text" export as alternative.

"Workspace limit reached"

Meaning: Exceeded project or user limits for your tier.

Fix: Lite: 1 user only. Pro: Up to 10 team members. Delete old projects or upgrade tier. Contact support for clarification.