Troubleshooting
“You’ve used all your … this period”
Section titled ““You’ve used all your … this period””A weekly tool cap, not tokens. The message shows the reset date. Wait for your subscription to renew, or move to a monthly plan (four times the weekly allowance for most tools). See How tokens and weekly limits work.
A padlock on a tool card
Section titled “A padlock on a tool card”You have no active plan, and either your tokens are below the tool’s minimum, you are out of citation searches, or you have reached the 2-chapter trial limit. Study Tools is never padlocked, because it resets on its own.
“Try again later” in the morning
Section titled ““Try again later” in the morning”The busy-hours throttle. It lifts when the busy window ends. It affects the heaviest tools, including Document Review, chapter polishing, manuscript polishing, supervisor reviews, the Abstract Writer, the Presentation Builder and the Grant Proposal Writer. Weekends are not throttled.
Chapter generation stopped, or I closed the tab
Section titled “Chapter generation stopped, or I closed the tab”The chapter is written in the background. Reopen Chapter Writer and accept the prompt to restore the interrupted job.
A review stopped part-way through
Section titled “A review stopped part-way through”Reconnect. The review keeps running on the server and re-streams from where it was.
Payment: money left my phone but my plan did not activate
Section titled “Payment: money left my phone but my plan did not activate”- Wait a few minutes.
- Use the Check payment status button.
- If it still has not activated, email
support.researchdoom@gmail.combefore paying again.
“Could not detect your network”
Section titled ““Could not detect your network””Check your Mobile Money number’s prefix: MTN numbers usually start 076, 077, 078 or 079, and Airtel numbers 070, 072 or 075.
“Plan not available for your level”
Section titled ““Plan not available for your level””You are looking at a plan for a different academic level. You only see your own level’s plans. Contact support if your level is set wrong. It is locked while a plan is active.
I can’t change my academic level
Section titled “I can’t change my academic level”It is locked while a paid plan is active, and after your trial starts you can only move down a level yourself. Contact support if your programme changed.
Upload rejected
Section titled “Upload rejected”- Document Review and viva: 25 MB per file.
- Document Review accepts PDF, DOCX or TXT.
- Viva accepts PDF, DOC, DOCX, PPT or PPTX.
“The extracted text is too short”
Section titled ““The extracted text is too short””Document Review and “Address supervisor comments” need a minimum amount of text. Give the tool a full section, not a paragraph.
My viva session disappeared
Section titled “My viva session disappeared”Viva sessions expire after 2 hours. Finish one in a single sitting.
“Trial not available on this device”
Section titled ““Trial not available on this device””Up to 3 different accounts can run a trial on one device. On a shared phone you may have reached that.
Still stuck
Section titled “Still stuck”Reach us any of these ways. We aim to reply within 24 hours.
- Email
support.researchdoom@gmail.com - Message the Telegram bot at t.me/ResearchDoom_Bot
- Use Feedback & Help in Settings