This article covers the most frequently reported issues on the Oliver AI platform and how to resolve them. If your problem is not listed here, check the Error Resolution article or contact your organization administrator.
I cannot log in with my credentials.
- Double-check that you are using the email address you registered with. Emails are case-sensitive.
- Use the Forgot Password link on the login page to reset your password. You will receive a 6-digit code via email.
- If you were recently added to a team by a manager, check your inbox for an invitation email with your temporary password. You may be required to reset it on first login.
I am stuck on the email verification screen.
- Verification codes expire after 15 minutes. If your code has expired, request a new one from the verification screen.
- Check your spam or junk folder -- verification emails may be filtered by your email provider.
- If you still do not receive a code, ask your admin to confirm that your email address was entered correctly.
I see a plan access or allowance message when trying to use AI features.
- Your organization's trial or subscription may be inactive, expired, past due, or out of included AI allowance.
- Managers and admins can review the current plan, seats, trial status, and allowance under Subscription in the sidebar.
- If you were recently added to the team, your seat may not yet be active. Ask your manager or admin to check seats and access.
AI usage is increasing faster than expected.
- Every AI interaction -- practice sessions, coaching chats, and call evaluations -- records usage. Longer conversations and larger transcripts use more allowance.
- Check usage history where available to see a breakdown of AI usage by feature.
- Managers can review organization-wide usage in the Team Insights dashboard to identify high-consumption patterns.
The AI responses feel slow or delayed during practice sessions.
- Response times depend on the AI model and the length of the conversation. Longer sessions with extensive history may take slightly longer to process.
- Check your internet connection. A stable broadband connection is recommended for the best experience.
- Try clearing your browser cache and reloading the page.
The AI customer persona does not match my product or industry.
- Personas are generated based on your organization's company profile. If the profile is incomplete or outdated, the AI may produce generic responses.
- Ask your admin to review and update the company setup by re-running the onboarding process or editing company information.
- Make sure products are properly configured under the Products section, as these feed directly into persona generation.
Oliver AI works best on modern, up-to-date browsers -- Chrome 90+, Firefox 90+, Edge 90+, and Safari 14+.
If you experience layout issues or unexpected behaviour:
- Ensure your browser is updated to the latest version.
- Disable browser extensions that may interfere (ad blockers, privacy tools).
- Clear your browser cache and cookies, then reload the page.
- Try an incognito or private browsing window to rule out extension conflicts.
The page shows "Unable to connect" or loads indefinitely.
- Verify your internet connection is working by visiting another website.
- Oliver AI may be undergoing scheduled maintenance. Wait a few minutes and try again.
- If you are behind a corporate firewall or VPN, ensure that traffic to the Oliver AI domain is not being blocked. Contact your IT team if needed.
"Something went wrong" or unexpected error messages.
- Refresh the page and try the action again. Transient network issues can cause one-off failures.
- If the error persists, note the exact error message and the action you were performing, then report it to your administrator.
- Clearing your browser's local storage for the Oliver AI site can resolve issues caused by stale session data.
Tip: For persistent issues, try logging out completely, clearing your browser cache, and logging back in. This resolves many session-related problems.