18. Troubleshooting & FAQ
Common issues and frequently asked questions about using Inoscope.
Login Issues
I can't log in
- Check your email and password — Make sure there are no typos. Passwords are case-sensitive.
- Reset your password — Click "Forgot password?" on the login screen and follow the email instructions.
- Check your email verification — If you signed up with email, make sure you've clicked the verification link.
- Clear browser cache — Try clearing your browser's cookies and cache, then reload the page.
I'm locked out after enabling 2FA
- Use your backup codes that were provided when you set up 2FA.
- If you don't have backup codes, email [email protected] for account recovery.
My session keeps expiring
- Check your Security Settings for session timeout duration.
- Ensure your browser allows cookies from Inoscope.
- Avoid using multiple browser tabs with different accounts.
Image Upload Issues
Images won't upload
- Check file format — Supported formats are JPEG, PNG, and HEIC.
- Check file size — Very large images may timeout. Try reducing the image size before uploading.
- Check your internet connection — Uploads require a stable connection.
- Try a different browser — Some browser extensions can interfere with uploads.
Upload is stuck or very slow
- Large batch uploads may take time. Check the Upload Progress Dialog for individual file status.
- If an upload stalls, try uploading fewer images at a time.
- Close other bandwidth-heavy applications while uploading.
Images look wrong after upload
- Rotation: Some phone images may appear rotated. This usually corrects itself, but if not, re-upload the image after rotating it in your photo editor.
- Quality: Inoscope preserves image quality. If images look blurry, the original photo may have been out of focus.
AI Detection Issues
AI detection isn't finding damage
- Image quality — Ensure photos are well-lit, in focus, and show the damage clearly.
- Custom prompts — Try using a specific prompt like "Focus on water damage marks on the ceiling" to guide the AI.
- Multiple angles — Upload additional close-up photos of the damage area.
- Add manually — If the AI misses something, you can always add damage items manually.
AI is detecting false positives
- Delete false positives — Select the incorrect damage item and delete it.
- Edit detections — Change the type or severity if the AI categorized something incorrectly.
- Improve prompts — Use more specific detection prompts to reduce false positives.
Detection is taking too long
- Processing time depends on the number and size of images.
- The status indicator shows real-time progress.
- If detection seems stuck (5+ minutes with no progress), try refreshing the page and running detection again.
Export Issues
CSV export is empty
- Ensure your assessment has line items — CSV exports contain line item data.
- Check the "Include Zero-Cost Items" option if all your items have $0 cost.
Fergus export fails
- Check your credentials — Go to Settings → Integrations → Fergus and verify your connection details.
- Test the connection — Use the test button to verify Fergus is accessible.
- Check customer/site mapping — Ensure the required fields are filled in the export dialog.
Xero export fails
- Re-authorize — Your Xero connection may have expired. Go to Settings → Integrations → Xero and reconnect.
- Check organization — Ensure you've selected the correct Xero organization/tenant.
- Verify account codes — Make sure the GL account code exists in your Xero setup.
- Check contact — Ensure a Xero contact is selected in the export dialog.
Payment & Subscription Issues
Payment failed
- Go to Settings → Payment Settings.
- Check that your payment method is valid and not expired.
- Update or add a new payment method.
- Click Retry Payment to attempt the charge again.
I want to cancel my subscription
- Go to Settings → Payment Settings → Subscription.
- Click Cancel Subscription.
- Your access continues until the end of the current billing period.
- You can resume at any time before the period ends.
Coupon code isn't working
- Check for typos — coupon codes are case-sensitive.
- The coupon may have expired or reached its usage limit.
- Some coupons are only valid for specific plans.
I need a refund
Email [email protected] with your invoice details. Refund policies depend on your subscription plan and usage.
Chat Agent Issues
The AI agent isn't responding
- Check the status indicator — the agent may be processing (this can take 30+ seconds for complex tasks).
- If the agent shows an Error status, try sending a new message.
- Refresh the page and reopen the chat panel.
- Complex operations have a 5-minute timeout — if the agent times out, break your task into smaller steps.
The AI gave incorrect results
- Edit the results — You can always modify damage items and line items created by the AI.
- Provide more context — Rephrase your request with more specific details.
- Correct and retry — Delete incorrect items and ask the agent to try again with a more specific prompt.
Chat history is gone
- Chat messages are per-session. If you refresh the page, the conversation may reset.
- Important data (damage items, line items) created by the agent is saved to the assessment regardless of chat history.
Frequently Asked Questions
General
Q: What browsers does Inoscope support? A: Chrome (recommended), Firefox, Edge, and Safari. Use the latest version for the best experience.
Q: Can I use Inoscope on my phone? A: Yes. Inoscope is fully responsive and works on phones and tablets. The layout adapts to smaller screens with compact cards and tabbed navigation.
Q: Is my data secure? A: Yes. Inoscope uses industry-standard authentication, encrypted connections (HTTPS), and secure cloud storage. Payment data is handled by a trusted payment processor and never stored on Inoscope servers.
Q: Can I use Inoscope offline? A: No. Inoscope requires an internet connection for all features, including image uploads, AI detection, and data synchronization.
Assessments
Q: How many assessments can I create? A: This depends on your subscription plan. Check your plan details in Settings → Payment Settings.
Q: Can I share an assessment with someone outside my team? A: Currently, assessments can only be shared with registered Inoscope users who are added to your team.
Q: How do I delete an assessment? A: Open the assessment, go to the settings/menu, and select Delete. Confirm the deletion. This action cannot be undone.
AI Features
Q: How accurate is the AI damage detection? A: AI detection accuracy depends on image quality, lighting, and damage visibility. The AI provides a confidence score for each detection. Always review and verify AI results.
Q: How does the AI work? A: Inoscope uses a combination of leading AI models that are automatically selected for each task — image analysis, cost estimation, document reading, and more.
Q: Does the AI learn from my corrections? A: The AI agent can remember facts about your properties and preferences across sessions. Corrections you make to damage items and line items improve your current assessment. Over time, saved rates and preferences help the agent provide better estimates.
Billing
Q: What payment methods do you accept? A: Credit and debit cards. Payments are processed securely through a trusted payment provider.
Q: Can I switch between monthly and annual billing? A: Yes. Go to Settings → Payment Settings and use the Billing Interval switch. Annual billing typically includes a discount.
Q: What happens when my trial ends? A: You'll be prompted to select a subscription plan. If you don't subscribe, your access will be limited but your data is preserved.
Getting Help
If you can't resolve your issue using this guide:
- Email support — [email protected]
When contacting support, include:
- Your account email
- A description of the issue
- Screenshots if applicable
- The browser and device you're using