Need Help?

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Common Questions and Answers

Find solutions to the most common questions users have about Tucca.

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Getting Started

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Account and Setup

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Can’t create an account

• Check your email address for typos
• Ensure you’re using a valid email address
• Check your spam folder for verification emails
• Try using a different email address
• Contact support if the problem persists

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Can’t log in

• Verify your email address and password
• Try resetting your password
• Check your internet connection
• Clear your browser cache and cookies or restart the mobile app
• Try using a different browser (if on a desktop)

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Email verification issues

• Check your spam/junk folder
• Wait a few minutes for the email to arrive
• Try requesting a new verification email
• Contact support if you don’t receive the email

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First Steps

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Don’t know where to start

• Check out our getting started guide

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Using Tucca

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Adding Information

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Emails not being processed

• Check your email address format (should be <username>@in.tucca.ai)
• Verify you’re sending to the correct address (are you including the in. part of @in.tucca.ai?)
• Check your internet connection
• Look for a response email from Tucca indicating receipt or rejection
• If Tucca is unable to process the email, it will send a rejection email
• Contact support if the problem persists

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Files not uploading

• Check file size limits
• Verify supported file formats
• Ensure stable internet connection
• Try using a different browser
• Use the mobile app for photos and documents

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Mobile app not working

• Check your internet connection
• Ensure you have the latest app version
• Try restarting the app
• Try using the share button from other apps
• Contact support if the problem persists

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Finding Information

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Search not finding what you need

• Try using different keywords or phrases
• Be more specific in your search
• Ask the assistant to use all the tools available to it
• Check if the information was saved correctly in the datasources
• Try asking in a different way
• Use natural language like you’re talking to a friend

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Information not showing up in a project

• Check the main activity feed to see where the information was added
  • All added datasources will show up in the activity feed including errors adding a new one
• Double check you see the information in the datasources of the project
• If you sent it in an email, check for a response indicating it was received or rejected
  • If Tucca is unable to process the email, it will send a rejection email
• Try refreshing the page or app
• Verify you’re logged into the correct account
• Contact support if the problem persists

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Calendar events not being created

• Check your information for date information
• Verify date formats are clear
• Use calendar data rules to help the assistant understand the data better (calendar data rules)
• Contact support if the problem persists

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Creating Helpful Things

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Outputs not updating

• Check your information sources
• Verify output configuration
• Try refreshing the page
• Try updating the output directly using a project chat (ask Tucca) or the button in the UI
• Check if the information was properly saved
• Contact support if the problem persists

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Tasks not working

• Check your task configuration
• Verify the task has the right permissions
• Ensure the task has access to the right projects and tools
• Try creating a simpler task first
• Try using styling/punctuation or numbered lists to better inform the assistant how to execute the task
• Contact support if the problem persists

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Collaboration

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Sharing Information

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Can’t invite collaborators

• Check your project permissions
• Verify email addresses are correct
• Try using different email addresses
• Make sure you have the right to share the project
• Contact support if the problem persists

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Collaborators can’t access projects

• Check sharing permissions
• Verify invitation was sent
• Check collaborator’s email
• Contact support if the problem persists

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Technical Issues

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Performance Problems

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Slow loading

• Check your internet connection
• Try refreshing the page
• Close other browser tabs
• Try using a different browser
• Clear your browser cache
• Contact support if the problem persists

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Page not loading

• Check your internet connection
• Try refreshing the page
• Clear your browser cache
• Try using a different browser
• Disable browser extensions
• Check if the site is down

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App not working

• Check your internet connection
• Try restarting the app
• Update to the latest version
• Try using the web version
• Contact support if the problem persists

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Privacy and Security

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Data and Privacy Concerns

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Concerned about data privacy

• Review Tucca’s privacy policy
• Use private projects for sensitive information
• Contact support with specific concerns

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Want to delete information

• Use the delete functionality in the UI
  • If you don’t see it in the mobile app try the web UI
• Contact support for bulk deletion
• Review data retention policies

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Getting Help

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Ask Tucca

Use the user global chat (pink message button) to start a new chat and ask Tucca for help with any issues you’re having or learning more about what you can do.

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Contacting Support

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When to contact support

• After trying self-service solutions
• For account or billing issues
• For technical problems that persist
• For feature requests or feedback
• When information isn’t showing up in projects

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How to contact support

• Send an email to help@tucca.ai
• Use the in-app support feature
• Check for live chat availability

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Information to include

• Description of the problem
• Steps you’ve already tried
• Your account information
• Browser or mobile app version and device details
• Screenshots or error messages
• Activity feed information if relevant

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Next Steps