Something's not working
Fixes for the messages and dead ends people hit most, and how to reach us.
Each question below opens a guide with its short videos, the written steps for every screen and the full narration, so you can follow along with the app open beside it. The numbers in the videos are illustrative and the payers are anonymized.
What if I can't sign in or my invitation fails?
Use the address you signed up with and the newest code. Invitations last 14 days, work only for the invited address, and cannot join an account that already has a workspace.
2 written guides
- Fix sign-in problems · written
- Fix an invitation link · written
Why is something locked?
Locks mean the codes or feature are not in your workspace's plan. Owners click the lock to open Bundles; members see that an owner can add it.
1 written guide
- Understand a lock · written
Why is a state, payer or month missing?
Menus list only places with filed rates, payers appear only where they filed, and trends need two months of data.
1 written guide
- Find missing states, payers or months · written
Why can't I save or share this answer?
Only complete answers can be saved, and answers in a conversation that used your saved research or drafted a bookmark or monitor cannot become insights. Ask the rate question in a new chat.
1 written guide
- Fix an answer that won't save · written
What do I do when an answer stops or is cut off?
Read the red line under the answer. Stopped and lost answers can be asked again, and a cut-off answer means the question was too broad, so name one code and one state.
2 written guides
- Recover a stopped or cut-off answer · written
- Wait out the daily Chat budget · written
Google Drive says a box was left unticked. What now?
Connect again and keep the box that lets the app create and edit its Drive files ticked on Google's screen. The app only touches files it creates.
1 written guide
- Reconnect Google Drive · written
How do I contact support?
On payortransparency.com open Resources, then Help Center, and click Contact us. For billing, write to billing@payortransparency.com.
1 written guide
- Contact support · written
How do I find the knowledgebase?
On payortransparency.com open Resources and click Knowledgebase. Inside the app it is in the footer under Resources.
2 videos · 16 sec in all
- Open the knowledgebase · 7 sec
- Open the knowledgebase from the app · 9 sec