Troubleshooting

Find your symptom below and follow the fix. Still stuck? Jump to Contact support.

I can't log in with email and password

• Check that Caps Lock is off and your email is spelled correctly.
• Use Forgot password? to reset your password.
• If your organization uses single sign-on, there is no separate SSO button. Enter your work email address and click Continue: DeutschlandGPT recognizes the domain and sends you to your company's sign-in page.
• If you signed up with Google, Apple or Microsoft, sign in with the same button again.

SSO login fails with "User not found"

• Your administrator may still need to provision your account via SCIM or invite you manually.
• Contact your workspace admin to confirm your account is active.

The AI stops responding or cuts off mid-answer

• Closed the tab or lost the connection? The answer keeps running on the server. Reopen the chat from the sidebar instead of asking again; the answer is normally there.
• Step limit reached above the input field? The model reached its limit of working steps for one turn. Click Continue and it picks up where it stopped.
• Otherwise reload the page and check your internet connection.

I get a "Model unavailable" error

• The model may be temporarily down. Switch to a different model and retry.
• Your administrator may have disabled that model for your workspace.
• The model may be retired. Before a model is switched off, the model picker shows a notice with the date and the successor. Pick the successor.
• Your monthly limit may be reached, so only lower-cost models are offered until the next month. See AI Usage.

File uploads fail

• You can attach up to 10 files per message, each up to 100 MB.
• Images only work with a model that can see images. Switch the model.
• Supported formats:
  • Documents: PDF, DOCX, DOTX, DOC, RTF, PPTX, POTX, HTML
  • Spreadsheets: XLSX, XLS, CSV
  • E-mails: EML, MSG
  • Archives: ZIP. Text, CSV, Excel and e-mail files inside are read; PDFs and Office documents inside a ZIP are not. Upload those individually. Other archive formats such as 7Z or RAR are not unpacked.
  • Images: JPG, PNG, GIF, WEBP, TIFF, BMP, ICO, AVIF, SVG, EPS
  • Audio: MP3, WAV, M4A, FLAC, OGG, OPUS, AAC, WEBM, WMA (transcribed on upload)
  • Text and code: TXT, MD, JSON, XML, YAML and most programming and configuration languages
• Very long documents are uploaded in full, but only the beginning goes into the conversation at first. Ask the model about the part you need, or upload just the relevant chapter.

I was logged out unexpectedly

• Sign-in sessions don't last forever. Sign in again.
• Someone may have deleted this session under Settings → Security, for example you yourself from another device. See Review active sessions.

I can't access certain features

• Your role may not include that permission. Ask your workspace admin to grant access.
• Some features need a paid plan. Check Settings → Billing.

Contact support

If none of the above resolves it, reach out:

• Email: support@deutschlandgpt.de
• In the app: open the account menu at the bottom of the sidebar and choose Contact support, or use the question-mark button in the bottom right corner. See Support for the details.