Uploads and file processing
A file is stuck on “Processing…”
Files aren’t usable by chat or search until background processing finishes. Processing normally takes a few minutes; large or scanned documents take longer because every page is processed individually. What to try:- Refresh the page — if your connection dropped mid-processing, the file may already be done and the screen just didn’t update.
- Wait a bit longer for large PDFs or decks. Some stalled files recover on their own within a retry window.
An upload failed
“Could not upload” or “Failed to upload” usually means the transfer failed partway; any partial file is cleaned up automatically. What to try:- Use Retry in the upload tray. Retry only works before you reload the page, so retry first, refresh second.
- If an upgrade dialog opens showing storage used versus your limit, your organization has reached its plan’s storage quota. Delete files you no longer need, or contact your Merciv representative about your plan.
- If you see “No active organization. Please refresh and try again,” refresh the page and upload again.
A file was rejected before uploading
Knowledge uploads are validated in your browser, so rejections are immediate:- “Invalid file type” — Knowledge accepts PDF, Word, PowerPoint, Excel, CSV, and images (jpg, jpeg, png, webp). Convert other formats before uploading. Plain-text files can still be attached directly in chat.
- “File too large” — the limit is 100 MB per file. Split or compress larger files.
- “Too many files” — upload batches are capped at 50 files. Split into multiple uploads.
- “…does not match its file type” — the file’s contents don’t match its extension, usually because it was renamed or is corrupted. Re-export it from its source application.
- “Empty file” — 0-byte files are rejected. Check that the file opens locally.
Chat
A response stalls or stops mid-stream
Chat replies stream to your browser live, so a network interruption (laptop sleep, switching Wi-Fi) can cut the stream even though the answer finishes on Merciv’s side. What to try:- Refresh the page. The completed response often appears.
- If it doesn’t, resend the message.
- For Research mode, “still working” phrases after 30 seconds or so are normal — deep research runs for minutes, not seconds.
”Task failed” appears in a response
A background task the assistant was running errored or was interrupted. Retry the request in the same chat. If the same request fails repeatedly, contact support with the chat and the prompt you used.”File unavailable” on a file card
The assistant referenced a file that never finished generating. Ask it to produce the file again in the same chat. If regeneration fails too, contact support.”Unable to load file” or “File not found — The file may have expired or been removed”
Links to chat files can expire. Return to the chat and open the file again; if the file is gone, re-run the request to regenerate it.Attachment errors when sending a message
Chat attachments are validated per message:- Maximum 5 files per message, 25 MB per file, 100 MB combined.
- Duplicate file names, empty files, and unsupported types are rejected individually — the rest of your files still attach.
”Failed to send message”
The send didn’t go through, usually a momentary network or service hiccup. Retry — it typically works on the second attempt. If you see “No active organization found,” reload the page first.”Upgrade to keep chatting”
Your organization’s platform access has lapsed, so sending messages (including Playbook runs) is blocked. An organization admin should check Settings → Billing & Plan, or contact your Merciv representative.Trackers and stories
A run shows Failed
Hover the run’s status for the reason. The most common: the tracker’s topic was judged too vague or placeholder-like to research (for example, “test”). Edit the tracker with a concrete monitoring brief — a real topic or question — and run it again. If a well-formed tracker fails repeatedly, contact support.A run shows Skipped
Skipped is not an error. It means the run found no new topics for the period, or every candidate overlapped with stories the tracker already published — deduplication working as intended. If it happens often, broaden the topic, add sources, or lower the frequency. See Managing trackers.”Story generation triggered” but no story appears
Story generation is background work that can take several minutes; the tracker page keeps checking for up to 30 minutes. Check the run’s row on the tracker page — the run may still be going, or it may have ended Skipped. If a run shows Success but no story ever appears, contact support.A scheduled run didn’t happen
Check, in order:- The tracker’s status is Active (not Paused).
- The card’s “Next run” time — schedules fire on the hour and half hour in the tracker’s timezone, so a run can be up to 30 minutes later than you expect.
- The tracker isn’t set to Manual, which never runs on its own.
”You’re tracking as much as this plan allows”
Your organization has reached its plan’s tracker limit. Archive trackers you no longer need, or contact your Merciv representative about a higher limit.”Tracker not found”
The tracker was deleted, the link is wrong, or you don’t have access — organization trackers are visible only to organization admins. Archived trackers are permanently deleted after 30 days.Sharing and access
”No access” when opening a link from a teammate
What this means depends on what was shared:- Chats can’t be shared at all. A chat is visible only to the person who created it. To share chat output, share the generated artifact or create a report instead.
- Projects, reports, and artifacts must be shared with you explicitly. Ask the owner to open Share and add you.
- Wrong organization — if you belong to more than one organization, confirm the right one is active. Content is scoped per organization.
A public link stopped working
Public links are controlled by the owner and stop working the moment sharing is turned off:- Reports — “Report Access Denied” means the share link is invalid or the report was set back to private. Ask the owner for a fresh link.
- Stories — a story link shows “Story Not Available” when the story is private. Ask the owner to make it public.
- Artifacts — “Artifact not available” means the public link was turned off or the artifact was removed. Ask the owner to re-enable the public link.
”You do not have permission to share this item”
You have view-only access. Only editors and owners can share; ask the owner to upgrade your access to Can edit.”The report is temporarily unavailable, you cannot edit this report”
The collaborative editing session couldn’t start, so the report opened read-only. Click Refresh in the banner. If the report stays read-only after several refreshes, contact support with the report link.Account and login
Can’t log in
- “Merciv is currently available for work email addresses” — personal email domains (gmail and similar) are blocked. Click Try another account and sign in with your company email.
- Bounced back to the login page repeatedly — the session is cleared automatically so the next attempt starts clean. Try once more; if the loop continues, contact support.
- Opening Merciv inside another app (a link tapped in LinkedIn, Instagram, and similar in-app browsers) uses a full-page login instead of a popup. If login misbehaves there, open the link in your regular browser.
Stuck on “Check Your Email”
Merciv requires email verification before you can enter the app. Check your inbox and spam folder for the verification email, click the link, then click I’ve Verified My Email. If the email never arrives, contact support. See Getting access.”You’re on the waitlist!”
You signed up without a pending invite, an approved email domain, or an invite code. Check that:- Any invite was sent to the exact email address you signed in with — aliases and misspellings don’t match.
- If you were given an invite code or signup link, you used it during signup.
”You don’t have access to any organizations yet”
Your account exists but doesn’t belong to an organization — typically after being removed from your only one. An organization admin needs to invite you.A feature is missing from your navigation
Some features — including Playbooks, Portfolio, Galleries, and certain chat options — are available on select plans and may not appear for your organization.If you expect a feature and don’t see it, contact your Merciv representative. Feature availability is set per organization, so teammates at other companies may see options you don’t.