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General troubleshooting tips

Here are some first steps to take if you are running into technical issues.

You may occasionally run into technical issues, such as errors when attempting to retrieve a chat or receiving an answer to a prompt. Generally speaking, these will resolve themselves within a relatively short time. However, if you're having trouble, and the issue persists for more than a few minutes, first try the following:

  1. Refresh the page

  2. Restart the browser or mobile app

  3. Log out and back into your You.com account

  4. Clear your browsing data, cookies, and cached images and files

  5. Check for any available browser, app, and or operating system updates

  6. Disable any browser extensions (including VPNs)

There are some additional steps for specific situations you may want to walk through as well:

  • If you aren't receiving one-time passcodes in your email inbox when attempting to sign in:
    • Check your spam folder
    • Add login@you.com to your email's safe senders list
    • Check with your email host to see if there are any additional filters that could be preventing emails from us from making it to your inbox (many universities, in particular, aggressively filter third-party emails)
  • If you are having trouble accessing premium features of a paid subscription, make sure you are signed in under the correct email address associated with that subscription (Note: if you signed up via the Continue with Apple or Continue with Google button, you’ll need to sign in using that button)
  • If a model is not responding or provides a poor response, try switching to a different model.

We don’t recommend any specific browsers over others, and we should support most versions, but we do advise that users are less likely to run into issues using the most popular browsers (Chrome, Firefox, Safari) on the most up-to-date version available for their device.

If you still need help

Please reference the support articles in our Knowledge Base to see if the answer is there. If you don't find what you're looking for there, feel free to reach out to us using the contact form here.

What to include in a support form submission

  • Your name
  • The email address associated with your subscription
  • The plan you're on (ex: Pro, Team)
  • The browser / OS version you are running or the app version (double-check to make sure it’s the latest version)
  • Screenshots or screen recordings of the behavior your are experiencing, including any errors you're receiving
  • A detailed description of what's happening and the steps you have taken to resolve the issue so far