Troubleshooting

Solutions for common issues. If you don't find your answer here, contact Tresor support.

Connection issues

Messages aren't sending

Try these steps in order:

1. Check your internet connection. Open another website to confirm you're online.

2. Refresh the page. Press ⌘ + R (Mac) or Ctrl + R (Windows).

3. Check for message limits. On the Free plan, you may have used your 20 daily messages. Tresor shows a notification with the reset time.

4. Check workspace billing. If you're in a team workspace, the subscription may need attention. Ask your workspace admin.

5. Try a different browser. This helps rule out browser-specific issues.

Page won't load or shows a blank screen

1. Clear your browser cache for chat.trytresor.com.

2. Disable browser extensions temporarily — ad blockers or privacy extensions can sometimes interfere.

3. Try an incognito/private window.

4. Check your browser version — make sure it's up to date.

Login issues

Can't log in with correct credentials

1. Double-check your email address — typos are easy to miss.

2. Try resetting your password via the login page.

3. If you have 2FA enabled:

• Make sure your authenticator app is showing the code for Tresor (not another service).

• The 6-digit code changes every 30 seconds. Enter a fresh one.

• If you can't access your authenticator, use a backup device or contact support.

"Invalid MFA challenge" or "Sign in again" error

Your login session may have expired during the 2FA step. Go back to the login page and start again.

I forgot my password

1. Click Forgot password on the login page.

2. Follow the email instructions to reset it.

3. Sign in with your new password. If 2FA is enabled, enter a code from any registered authenticator.

I lost access to my authenticator app

If you've lost your phone or no longer have access to your main authenticator:

• Use another registered authenticator to sign in.

• Go to Settings → Security and remove the lost device.

• Add a replacement authenticator right away.

If you no longer have access to any registered authenticators, contact Tresor support for an MFA reset after identity verification.

Slow responses

AI is taking a long time to respond

1. Check your mode. Thinking mode takes longer than Instant mode because the AI reasons step by step. This is normal for complex questions.

2. Try a different model. Some models are faster than others. DeepSeek v3.2 and Mistral 24B are typically the fastest.

3. Simplify your request. Very long messages or large file attachments take more time to process.

4. Check your internet speed. Tresor streams responses in real time — a slow connection can make this appear laggy.

Responses stop mid-sentence

This can happen if:

• Your internet connection dropped briefly. Refresh and try again.

• The AI hit a response length limit. Ask it to "continue" or rephrase your request to be more specific.

File and upload issues

File upload is stuck on "Processing"

File processing (parsing, chunking, embedding) happens inside the enclave and usually takes a few seconds to a minute. If it's stuck:

1. Wait a minute or two — larger files take more time.

2. Check the status indicator. If it shows "Error," you may need to re-upload the file.

3. Try a different file format. If a specific file isn't processing, try converting it to PDF.

"Expired" file notification

For your privacy, directly attached files (not project files) are session-based and expire when your session ends. Simply re-upload the file to continue working with it. For persistent file access, upload files to a project instead.

Verification issues

Shield shows red or "Verification failed"

This is rare. It can mean:

• A temporary infrastructure issue with the attestation check.

• An unusual condition with the enclave provider.

What to do:

1. Try sending another message — the next one may verify normally.

2. If the issue persists, it's likely a temporary backend problem. Your messages are still encrypted and private; the verification step is an additional proof on top.

3. Report persistent verification failures to Tresor support.

Privacy badge shows "Unknown"

This is normal when the page is still loading or the attestation check hasn't completed yet. Wait a few seconds — it should change to green. If it remains gray for an extended time, try refreshing the page.

Workspace issues

"Upgrade required" when inviting teammates

Inviting members requires a Team or Enterprise plan. Go to Settings → Billing to upgrade your workspace.

Can't see shared projects

If a teammate has shared a project but you can't see it:

1. Make sure you're viewing the correct workspace (not your personal account).

2. The project owner may need to resend the sharing — especially if encryption keys weren't distributed correctly.

3. Ask your workspace admin for help.

Billing warning at the top of the screen

This means a payment needs attention. If you're a workspace admin, go to Settings → Billing to update your payment method. If you're a member, ask your admin.

Browser recommendations

Tresor works best with:

Mobile browsers are supported but the experience is optimized for desktop.

Still stuck?

If none of these solutions help, contact Tresor support:

• AI Chat: submit your issue to our AI chat
  Main menu → Help →

• Email: support via [email protected]

When contacting support, include:

• What you were trying to do

• What happened instead (error message, if any)

• Your browser name and version

• Whether you're on a personal account or workspace

Related articles

• Frequently asked questions — Quick answers to common questions.

• Creating your account — Account setup issues.

• Billing and plans — Subscription and payment issues.