Troubleshooting Actions

Our customer support usually responds within 4 hours and fixes most issues between 24-48 hours. In the meantime, please try the following actions to fix any issues you met.

Multi-factor authentication issues #

Something isn’t working with your validation code? Follow the steps below.

I tried to login but my 2FA code is invalid #

If your 2FA code is invalid, it’s probably because it expired. Please logout and login again, you’ll receive a new code by email, and it will work.

I don’t receive my 2FA email code #

Check your spam folder. In case you didn’t receive anything, contact chat support in the app, leave your email, and we’ll fix it for you as soon as we can read your message (see our business hours above).

My password manager extension auto-fills the validation code #

You’re on the 2FA-verify page and the password managers keeps filling the blank with your password, deactivate the password manager extension for the time of login. Enter the code received by email, and then reactivate the browser extension again.

Password reset issues #

Password reset works the following way: on signup page, you click on reset password. You’ll be asked to provide your email. We’ll then deliver you a link to click so that you can define a new password and enter the application. Note that you’ll also have to enter the 2FA code received by email after reseting the password.

I didn’t receive the password reset email #

We did our best to ensure email deliverability.

If you checked your spam but don’t see anything, please contact our support. We’ll confirm you whether the email has been sent or not.

If the email has been sent correctly, it’s possible your company filters incoming emails and quarantined ours.

The reset password email didn’t contain a new password #

This is normal. You don’t receive the new password by email. You receive the link to reset your password, as it is more secure.

I reset my password but now my 2FA code isn’t valid #

The 2FA code is only valid for a limited time. If after reseting your password, you enter your validation code received by email but it doesn’t work, it means this code expired.

The fix is simple:

  1. Logout
  2. Login again.
  3. Copy the new code received by email.
  4. Enter the code on 2fa-verify page.
  5. Enter the app.

If this doesn’t work, please reach out to support.

I reset my password, clicked confirm, and nothing happened #

No panic. If you clicked confirm, your reset request is likely to have worked.

If nothing happens though, go back to the signup page and use your new password to login.

Remember: you’ll be prompted to enter a valid 2FA code received by email.

Subscription #

How can I change subscription plan #

Let’s say you subscribed to the ISO 27001 Copilot but want to use the ISMS Policy Generator. No worries.

Change plan instructions: 

At the moment, the best way to change plan with immediate effect is:

1. Go to dashboard 

2. Click on settings (left bar)

3.Go to “Your Subscription” section

4. Cancel your current plan (click “Cancel subscription”). .

5. Once you canceled in stripe dashboard, click “Go back to “ISMS Policy Generator”. Alternatively, just type in your browser.

5. Now, you have two options

  • Go back to dashboard, access the service you need, and subscribe to it by clicking on “Upgrade” on the page of the service.
  • Go directly to Subscription page, also accessible when you click “Change subscription” in the settings. Then pick the plan you need.

This is the best way for your plan change to take effect immediately.

If you have any questions, don’t hesitate to reach out.

Know that if you do any mistake, there’s no issue.

We’ll support you and you’ll end up with the plan you need.

What happens to my subscription after I generated all the policies #

If you’re an ISMS Policy Generator customer on the $29/mo plan, and keep your subscription even after generating all the policies you needed, your subscription will allow you to:

  1. Use the Policy Assistant to keep improving these policcies over time
  2. Use the ISO 27001 Copilot.

You’ll have lower usage limits for the Copilot than customers on the $49/mo plan, but you’ll still enjoy a fair use of the assistant.

Credits #

If there’s an issue when generating a policy with ISMS Policy Generator, we’ll give you back these credits.

Remember that if you’re a paid customer, you’ve not to worry about credits. We’ll grant you all the credits required to generate the policies you need.

For now, we invite you to contact using the support link, before we implement a self-service.

ISO 27001 Copilot #

By extension, this section also applies to other AI chatbot assistants available in our platform (Risk Assessment assistant, Policy Assistant).

When I type text to the chatbot, the interface is slow. What can I do? #

This usually happens if your conversation history with the chat is too long. In this case, we suggest you to click the “Reset Chat” button on top right of the chat interface.

We’re aware this isn’t ideal as your previous conversation will disappear. We encourage you to save it locally before reseting chat, as this action can’t be undone.

ISMS Policy Generator #

I generated a policy but didn’t receive the email. What shall I do? #

If the application tells you that your policy has been successfully generated, but you didn’t receive the email, please:

  1. Check your spam folder. Look for ISMS Policy Generator email.
  2. If not, at the bottom of each generator’s page, click on “resend the email”. It only works once you already generated your policy.

3. If you still didn’t receive the email, please contact us using the support, we’ll get back to you within 48 hours.

In any case, don’t worry about used credits if you’re a paid customer, we got your back.

What should I do if I encounter an HTTP 400 error when generating a policy? #

The HTTP 400 error can occur due to certain special characters in your input that the system cannot process correctly. To resolve this issue:

  • Review Your Input: Look through your answers in the input fields for any double quotation marks (") or line breaks (created by pressing Enter). These characters can disrupt the policy generation process.
  • Remove Problematic Characters: Eliminate any double quotes or line breaks, or replace double quotes with single quotes (').
  • Retry Submission: Try to generate the policy again after making these corrections.

We are aware of the inconvenience this may cause and did our best to ensure the generators now accept characters without resulting in errors. If however it still occurs, we recommend following these best practices to prevent any disruptions.

What other characters should I avoid using in my input? #

Even if we implemented the right measures to prevent this error from happening, please refrain from using backslashes (\), multiple consecutive spaces, and any other non-standard text formatting characters in your inputs. This will help avoid any potential errors during the policy generation process.

Trouble Connecting to Remote Server #

If you encounter a message stating “Couldn’t connect to remote server,” there may be a temporary issue with the server connection. To address this:

  • Refresh Your Page: Go ahead and refresh your browser page. Don’t worry – our system is designed to save your data, so you won’t lose your inputs.
  • Retry Generating: Once the page has been refreshed, please try clicking on the “Generate” button again.

These steps often resolve temporary connectivity issues. If the problem persists, please check your internet connection or try using a different browser.

Encountering Incorrect Field Data #

If a form field incorrectly displays an answer from a previous question, it’s a known bug that our development team can resolve quickly. We’ve worked hard to prevent these issues, but if this happens, please alert us via the Tidio Chat feature in the app. We’ll fix it as soon as possible. Your reports help us refine our system and we appreciate your assistance.

Who can I contact if I continue to experience issues? #

If problems persist after you have removed the problematic characters, please reach out to our support team with the details of your issue for further assistance.

We apologize for any inconvenience this has caused and thank you for your patience. We are committed to providing you with a seamless experience and will do our best to solve your issues.

My Generated Policy Contained Explanations from the AI #

If your generated policy includes explanatory content or conversational elements from the AI, it’s an issue related to how AI models are trained. We are continuously working to refine our instructions to control for this and direct the AI to produce the precise content you need. If you encounter this in your policy, please report it to us. Your feedback is crucial in helping us improve our service.

Other #

I have trouble reading ISMS Policy Generator website #

If you’ve issues reading correctly the current website, it’s probably because your navigator is set to “dark mode by default”. Our site, and especially title visibility, is more compatible with light theme.

What are your feelings
Updated on 9 July 2024