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Troubleshooting & Support

We work diligently to support a wide variety of users on many different systems, but sometimes issues arise. Here are a few troubleshooting techniques that may resolve problems using Aimee.


Need more help? Email us at Support@AimeeSays.com or use the form below.

I'm unable to create a paid account

If you've previously started but not completed a registration for a paid account, you'll need to upgrade that partial registration instead of starting a new registration.

1. Sign into the account using Magic Link or by resetting your password.


2. Click on the settings gear in the bottom right corner of the chat screen.


3. Click on Billing, then select the upgrade of your choice. Discounts (if applicable) will be applied at the time of checkout. Or click here.


4. Complete the payment form from our partner Stripe.


5. Sign back into the account for access to the advanced features.

Please reach out at support@AimeeSays.com for help.

Aimee doesn't respond to messages

Symptom: After submitting a chat message, Aimee doesn’t respond. A red pop-up saying retry may appear. The loading image can appear.


Cause: There are several possible causes including connectivity and browser issues. Site outages are extremely rare.


Solution: Try these troubleshooting techniques:


  1. 1. Try resubmitting the prompt by clicking retry (if available), or typing a new message.

  3. 2. Refresh the browser window and try again.

  5. 3. Ensure you can visit other websites and that your internet connection is active.

  7. 4. Perform a hard refresh of your browser window if using a laptop. (Windows: Ctrl+F5, Apple: Cmd + Shift + R)

  9. 5. Close any Aimee Says tabs, then open a new browser session and in a new tab, type AimeeSays.com into the address bar. Try chatting again.

  11. 6. Manually clear your cookies by following these instructions: Android, iOS, Safari, Chrome

Chat window won't load

Symptom: AimeeSays.com will display a page, but the Chat page fails to load or is seemingly unresponsive.


Cause: A variety of issues including connectivity and browser problems. Site-wide outages are extremely rare.


Troubleshooting:

  1. 1. Click on Resources on the left side menu to ensure the rest of the site is available to you. Then, return to the Chat Page.

  3. 2. Perform a hard refresh of your browser window if using a laptop: (Windows: Ctrl+F5, Apple: Cmd + Shift + R)

  5. 3. Close any Aimee Says tabs, then open a new browser session and in a new tab, type AimeeSays.com into the address bar. Try chatting again.

Document upload isn't working

Symptom: Subscribers to Aimee Says More try to upload documents, but the loading icon spins endlessly or otherwise fails to complete the ingestion process.


Cause: Uploading files so Aimee can read them is a multi-step process, and ingestion errors can occur.


Solution:

  1. 1. Open your document tab and look to the left of the file name. If there is a PDF icon, hover over it to see if Aimee has summarized your document. If she has, the document should be available to Aimee. Try asking her about the document in a different way, and be sure to use the name of the document in your request.

  3. 2. If there is no PDF icon, or there is but it says, “there are no contents to this document,” then the final step of your document’s journey did not finalize:

  5. 3. Try uploading the document again.

  7. 4. Email us at support@aimeesays.com and we can manually upload files to your account.

Aimee says she can't see the document

Symptom: You've asked Aimee to refer to an uploaded document, and she tells you she can't access it.


Cause: Aimee has not been properly referred to the document, or there was an error in the upload process (rare, but possible.)


Solution: When asking Aimee to refer to a document you have uploaded, use the document name as she has listed it. For example, "According to our Parenting Plan, how are expenses split?" The document title is "Joann and John's Parenting Plan." 


Watch this short video on how to talk to Aimee about your documents.


It may help to start a new chat if Aimee has told you she can't see the document you are referring to.


If this does not work, try deleting and re-uploading the document, as it's possible the final step of uploading the document was not successful. 

Trouble signing in

Symptom: Aimee Says More or Aimee Remembers members are unable to log into the service


Cause: This could be caused by an incorrect password, browser or device issue, or expired account.


Solution: Magic Link


Our Magic Link feature simplifies logging in. 

  1. 1. Click Magic Link to send yourself a code.

  3. 2. When you receive the email, copy the 6 digit number and paste it into the screen.

  5. 3. If the code doesn’t work, go back to the email and click “Continue ->” to open the browser with the link embedded.


If that approach fails, try these steps:


  1. 1. Close your browser, and restart your device.

  3. 2. Type AimeeSays.com into the address bar. Do not let the address bar auto-populate a link.

  5. 3. Try chatting again

  7. 4. If that fails, you can manually clear your cookies by following these instructions: Android, iOS, Safari, Chrome


Please reach out to us if those methods aren’t working. There may be an issue with your account.

Trouble with MFA

Symptom: After setting up multi-factor authentication (MFA), you are not able to log in.


Cause: This could be caused by an expired code, losing access to your authentication app, or forgetting how to use MFA.


Solution: 


  1. 1. Check that your code has not expired.  MFA codes refresh quickly.

  3. 2. If you aren't sure what your authentication app is, search your device with the term "auth," to see if it comes up as an app on your device.

  5. 3. If you are still unable to regain access to your account, contact Support@AimeeSays.com.  We will require live identity verification to reset your MFA.

Get Support

We would love to hear about your experience and help you resolve any technical issues that may prevent you from getting the most from Aimee. Email us at Support@AimeeSays.com for help or use the form below.