Troubleshooting Guide

Evaluation Stuck in "Evaluating" Status

Typical Duration: Screening 3-5 min, Assessment ~15 min, Verification ~30 min

What to do:

• Wait up to 20 minutes - complex evaluations take longer
• Refresh the page to check status
• If stuck for 30+ minutes, contact support for a refund

Evaluation Failed or Error

Automatic Refund: Usually issued within minutes

Common Causes:

• AI service temporarily unavailable
• Network timeout during processing
• Invalid or corrupted data
• System overload (rare)

Solution: Check your balance for automatic refund. If not refunded within 1 hour, contact support with your idea ID.

Evaluation Results Incomplete

What it means: Some sections may be missing or empty

Common Causes:

• Insufficient information provided in your idea
• AI couldn't analyze certain aspects (intentional skip)
• Partial system failure

Solution: If major sections are missing (no GemScore, no summary), contact support for investigation and possible refund.

Unexpectedly Low GemScore

Important: This is NOT a refundable issue

Our AI provides objective analysis based on:

• Team experience and expertise
• Market opportunity and validation
• Business model viability
• Risk factors and mitigation
• Competitive landscape

What to do: Review the detailed feedback and use it to improve your idea. You can re-evaluate after making changes (requires another GemScore Pass).

Available Payment Methods

Payment methods are automatically determined by Stripe based on your location and currency.

Common methods include:

• Credit/Debit Cards (Visa, Mastercard, Amex)
• Apple Pay / Google Pay (if supported in your region)
• Bank transfers (SEPA, ACH - region-specific)
• Digital wallets (varies by country)

We use Stripe as our payment processor. If you don't see your preferred method, it may not be available in your region.

Payment Declined

Common Reasons:

• Insufficient funds
• Card expired or invalid
• Bank fraud prevention (try contacting your bank)
• International transactions blocked
• 3D Secure / 2FA failed

Solution: Try a different card, enable international transactions, or contact your bank to authorize the payment.

Charged but Didn't Receive Credits

What to do:

• Check your email for purchase confirmation
• Refresh the page or log out and back in
• Wait 5 minutes - some payments take time to process
• Check your bank statement - the charge may still be pending

Still not resolved? Contact us via Intercom with your payment receipt or transaction ID.

Refund to Payment Method

Refunds for unused credits can be requested within 14 days of purchase if you haven't used any evaluations.

Contact us at: Contact Form (select "Billing" → "Refund Request")

Processing time: 5-10 business days after approval

Can't Log In

• Use the "Forgot Password" link on the login page
• Check spam folder for password reset email
• Make sure your email is verified
• Clear browser cache and cookies

Email Not Received

• Check spam/junk folder
• Add [email protected] to your contacts
• Wait 5-10 minutes (email delivery can be delayed)
• Request a new email from the verification page

Delete My Account

We take data privacy seriously. To delete your account:

• Go to your Profile page
• Scroll to the bottom and click "Delete Account"
• Or contact us via Contact Form

Note: Account deletion is permanent and cannot be undone. Unused credits will be forfeited.

Supported File Types

• Documents: PDF, DOCX, TXT, MD
• Presentations: PPTX, KEY (converted to PDF)
• Audio: MP3, WAV, M4A, OGG (voice notes)
• Images: JPG, PNG (for pitch decks only)

Maximum file size: 50MB per file

Upload Failed

• Check file size (max 50MB)
• Verify file type is supported
• Check your internet connection
• Try a different browser
• Disable browser extensions that might interfere

Attachment Processing Stuck

After uploading, files need to be processed (text extraction, transcription).

Normal processing time: 30 seconds to 5 minutes

If stuck for 10+ minutes: Contact support with your idea ID.